Public service culture - A measure of people's trust

The government is no longer simply a place to receive people's requests, but has become a service department, accompanying people, taking people's satisfaction as a measure in performing public duties.

AFTER IMPLEMENTING THE TWO-LEVEL LOCAL GOVERNMENT MODEL, LAO CAI PROVINCE HAS HAD STRONG CHANGES IN THE ORGANIZATION AND OPERATION OF THE ADMINISTRATIVE APPARATUS. MOST PROMINENT IS THE CLEAR CHANGE IN THINKING, ATTITUDE AND WAY OF SERVING THE PEOPLE.

The two-tier government model has created conditions for the administrative apparatus to be more streamlined, effective and efficient. However, the challenge is how to streamline the apparatus while still ensuring service quality, especially at the grassroots level - where people come into direct contact every day.

To solve that problem, Lao Cai province identified public service culture as the "key" to creating sustainable changes in administrative activities. From guiding thinking to specific actions, Lao Cai quickly issued documents guiding the implementation of public service culture, taking ethical standards and communication skills as the basis for evaluating cadres and civil servants.

In Dong Cuong commune, the Commune-level Public Administration Service Center has become a bright spot in administrative reform. Thanks to the application of information technology and digital transformation, administrative procedures are resolved quickly and transparently. More importantly, the service attitude of officials and civil servants here has changed significantly.

From giving people step-by-step instructions, to implementing the principles of "4 xin" (hello, thank you, sorry, permission) and "4 always" (always smile, always be gentle, always listen, always help) - all are aimed at creating a friendly and people-friendly administration. Living in Quyet Thang village, Mau A commune, when coming to do administrative procedures on land at Dong Cuong Commune Public Administration Service Center, Mr. Luong Van Tam received enthusiastic support from the staff there.

Mr. Luong Van Tam shared: “The first time I came to do the procedure, I was guided very specifically by the dedicated staff step by step. The friendly attitude and polite communication of the staff made me feel very comfortable, no longer feeling shy like before.”

Up to now, Dong Cuong Commune Public Administration Service Center has received 1,695 files, of which 1,654 files have been resolved on time, reaching a rate of over 97%. People's satisfaction is increasing, although there are still some limitations in initial facilities, but they are quickly overcome.

Ms. Ha Thi Huong Mai - Vice Chairman of Dong Cuong Commune People's Committee emphasized: "We identify building a team of cadres who are both professionally skilled and ethically minded as the key factor in improving service quality. Public service culture is not a formality, but the core content to form a friendly government, close to the people."

Not only in Dong Cuong, in recent times, the building of public service culture has been carried out synchronously, resolutely and in-depth by Lao Cai province. The Provincial People's Committee has requested state administrative agencies to include public service culture criteria in the content of emulation and annual evaluation. Officials and civil servants must constantly practice civilized and professional behavior and conduct, while upholding the spirit of responsibility and dedication to serving the people.

In Yen Bai ward, in order to improve the efficiency of serving people in handling administrative procedures, the ward has deployed many practical support models, notably the model of guiding people and businesses to perform public services. The ward has established a direct support team and an online team via social networks, proactively creating specific instructional videos for people to easily follow.

In particular, the principle of “each officer in charge of a group” is applied, helping support become closer, more timely and more effective. Any citizen who has difficulty submitting documents will be supported quickly, without backlog or long waiting. In parallel, the mobile public service model is also deployed in residential areas, helping people access public services right where they live, especially the elderly, the disadvantaged or those living far from the center.

Ms. Vuong Thuy Chi - Cultural - Social Officer of Yen Bai Ward said: "We clearly identify that the people are the center of service. Therefore, the support needs to be specific, easy to understand, easy to do. When implementing the model, we not only help people operate once, but also guide them so that they can do it themselves the next time. Thanks to that, people gradually get used to online public services, reducing time and effort of traveling."

After streamlining the apparatus according to the two-level local government model, Lao Cai province continues to promote administrative reform by building a digital administration and e-government, closely combining with public service culture. The operation of public administration service centers from the provincial to communal levels is considered a strategic step to bring the government closer to the people.

Despite some initial difficulties such as lack of equipment and technological infrastructure, with the spirit of innovation, Lao Cai quickly overcame them, and at the same time invested synchronously in document management software and electronic one-stop system, helping people to look up and submit documents more conveniently. In particular, Lao Cai currently ranks 8th out of 34 provinces and cities in terms of service quality for people and businesses in administrative procedure reform. This is a clear demonstration of the effort to transform from within - not only improving technology and processes, but also changing from the people in the public service system.

"We realize that, for administrative reform to be effective, the human factor needs to be focused on first. Modern administration will be truly effective when civil servants always maintain a dedicated, friendly and open attitude in serving the people. Therefore, building and maintaining a civil service culture becomes an important foundation, consistent in all activities of the agency."

Mr. Nguyen Ngoc Ha - Vice Chairman of Yen Bai Ward People's Committee

With high determination and methodical approach, along with consensus and close coordination from the provincial level to the grassroots level, Lao Cai is gradually building the image of a friendly and honest government. The province is continuing to review and perfect regulations related to civil servant evaluation, closely linked to the criteria of public service ethics and behavioral culture, thereby creating motivation for each cadre to "self-reflect, self-correct", towards the image of a cadre "close to the people, respecting the people, for the people".

The focus on developing public service culture in Lao Cai has contributed to improving the efficiency and quality of the administrative apparatus, while building the people's trust in the local government. From there, gradually building a professional and transparent service administration, aiming at modernization, increasingly meeting the expectations and practical needs of the people.

Source: https://baolaocai.vn/van-hoa-cong-vu-thuoc-do-niem-tin-cua-nhan-dan-post885089.html