Thanks to specific instructions for each step, the administrative procedure settlement process is clearly shortened, people do not have to wait too long, contributing to bringing satisfaction to the people.
The number of administrative records and procedures has increased significantly, but with the application of technology, digital transformation, and the arrangement of guidance staff at public administrative service points, it has helped people to quickly resolve procedures and records, reducing travel time.
This is one of the positive highlights after one month of operating the 2-level local government model in Hanoi (from July 1, 2025).
In Cua Nam ward, one of the notable highlights when operating a two-level government is that the ward deploys AI Robots to welcome people at public administrative service points. Robots will support procedural guidance, look up information and show the location of the work counter instead of receptionists. This not only reduces work pressure but also contributes to building the image of a friendly, modern and smart government.
In addition, Cua Nam Ward also organized communication to residential groups, guiding people to get acquainted with the online public service system. With 331 administrative procedures that were previously under the authority of the district/city level, they are now decentralized to the wards. This is a major change in authority and responsibility, requiring close coordination between units, as well as the capacity of each grassroots official.
Ms. Trinh Ngoc Tram, Vice Chairman of the People's Committee of Cua Nam Ward, said that as the government level closest to the people, Cua Nam Ward has applied digital transformation in directing, operating, and reforming administrative procedures to serve people and businesses.
“From discussing with experts and universities as well as seeking opinions from leaders at all levels and boldly bringing AI robots to serve public administration, we hope that the grassroots government will be close to the people, close to the people as a truly friendly and close space to the people,” said Ms. Tram.
On the morning of July 31, the People's Committee of Cua Nam Ward held a launching ceremony in response to Directive No. 11/CT-UBND of the Hanoi People's Committee on implementing the Campaign "45 days and nights of launching to support digital transformation activities in communes and wards in the initial phase of operating the two-level local government model."
According to Ms. Trinh Ngoc Tram, the "45 Days and Nights" Campaign is an important opportunity to create a breakthrough in digital transformation in Cua Nam Ward. The ward has developed a plan outlining a comprehensive and drastic action roadmap with the motto "Taking people as the center, taking service efficiency as the goal."
The ward also deployed "Mobile Digital Education" points to support people in filling out online applications and installing applications. In particular, priority is given to the elderly, people with disabilities and near-poor households; digital skills training is organized for officials, civil servants, and public employees...
In Long Bien Ward, records at the Public Administration Service Point show that all stages from reception, guidance, receiving documents, and returning results are carried out in accordance with the prescribed procedures. Although the number of people coming to do administrative procedures is quite large, all activities at the Point are still carried out smoothly and effectively.
To help people conveniently handle administrative procedures, in addition to the staff working at the Ward Public Administration Service Point, the Ward Youth Union has arranged for union members and young people to be on duty at the Point to support people.
Thanks to the reasonable arrangement of staff and specific instructions for each step, the administrative procedure settlement process has been significantly shortened, and people do not have to wait too long, contributing to bringing satisfaction to the people. This result is a testament to the careful preparation process and high consensus throughout the political system.
Ms. Nguyen Thuy Duong, Chief of Office of the People's Council and People's Committee of Long Bien Ward shared that as soon as Long Bien Ward came into operation, the ward leaders directed to thoroughly implement the highest service spirit, not to let work be interrupted. The Citizen Reception Department and the Public Administration Service Point have been fully invested and modernized. Electronic boards posting procedures have replaced paper boards to help people easily look up. Professional civil servants are regularly reminded about communication skills and civilized and professional service attitudes.
The proper implementation of procedures and responsibilities of officials and civil servants has brought satisfaction not only in terms of work processing time, but many people also appreciate the respect, gentleness and friendliness in the communication and behavior of officials and civil servants at the Long Bien Ward Public Administration Service Point. The change from a "management" mindset to a "service" mindset has been clearly spreading here.
Not only is the organization streamlined, Long Bien ward government is building a more modern and transparent public administration. The ward also promotes the application of information technology in administrative reform. The declaration of social security records, electronic identification registration, and receiving citizens' feedback are implemented flexibly such as direct reception, via population management software, ward Zalo, National Public Service Portal, etc.
The "two-service" model is effective.
It can be seen that, implementing the two-level local government model, the workload transferred to the ward has increased significantly. In order to meet the work, the staff and civil servants at the ward Public Administration Service Point focused on reviewing new regulations and researching practical implementation methods to resolve procedures for local people.
Mr. Nguyen Minh Dung, a civil servant at the Long Bien Ward Public Administration Service Point, said that despite the large amount of work when decentralized and authorized, each cadre and civil servant always strives to overcome difficulties to build a government close to the people, serving the people better.
Meanwhile, in Minh Chau commune, to operate the two-level local government model, the locality has soon deployed the "two-service" model at the Public Administration Point and to the households to support the disadvantaged in handling administrative procedures. Currently, the commune is continuing to deploy the "45-day and night campaign to support digital transformation activities" with new approaches and new models.
According to Mr. Dinh Tuan Anh, Vice Chairman of Minh Chau Commune People's Committee, digitalization and technology application are also focused on, 100% of civil servants use digital signatures, the document management system is put into operation, implementing a community health check-up program with the goal of 100% of people receiving annual health check-ups and having electronic health records - a remarkable step forward in the digital transformation of grassroots health care .
Although many positive points have been noted, in reality, the area and location of the Citizen Reception Office and Public Administration Reception and Service Points of many communes and wards have not yet met the transaction needs of people and businesses, especially at times when many citizens come to transact.
In addition, to improve work efficiency, many communes and wards have recommended that the city strengthen training, fostering, and professional guidance for the grassroots, meeting the requirements when undertaking complex tasks previously assigned to the district level.
Chairman of Yen So Ward People's Committee Vu Tuan Dat said that when operating the public service system, officials and civil servants still face many obstacles. Specifically, Hanoi's public service system cannot display the number of records in the field of certification, even though officials have created books on the system. At the same time, it has not been able to carry out administrative procedures in the field of interconnection between the three agencies on household registration, social insurance and residence registration and management; and procedures for certifying electronic copies.
Meanwhile, the civil status management software sometimes has errors and is slow to exploit digitized data information of other units, so officials have difficulty carrying out administrative procedures requiring electronic civil status data./.
Source: https://baolangson.vn/ung-dung-cong-nghe-so-nguoi-dan-lam-thu-tuc-hanh-chinh-nhanh-gon-hieu-qua-5054853.html
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