Public officials at the Ham Rong Ward Public Administrative Service Center handle administrative procedures for citizens.
To improve the quality of service to the people, the Public Administrative Service Center (PVHCC) of Yen Ninh commune has implemented the "No Writing Day" model. Accordingly, when organizations and citizens come to carry out administrative procedures, instead of citizens writing the forms themselves, the center's officials will type or write them for them (except for documents that are legally prohibited from being written on behalf of others). After writing, the official will read the entire content aloud or allow the citizen to check the accuracy of the information before signing or affixing their fingerprint to the form to complete the process. This model has improved the service spirit of officials and civil servants in performing their duties, while also shortening the time for resolving administrative procedures, reducing the long waiting times for organizations and individuals.
In addition to the "No Writing Day" model, Yen Ninh commune also has a "No Appointment Day" model. Valid applications will be prioritized for receipt, processing, and results will be returned to organizations and citizens on the same day. For the "QR Code Application for Information Lookup in Administrative Procedures" model, people only need to use their smartphones to scan the QR code to access the necessary administrative procedures and complete them online conveniently. The application of QR codes not only saves time and effort for citizens but also increases transparency, openness, and modernization of the administrative system.
“The initiatives implemented have contributed to improving the quality of administrative procedures, gradually shifting from a governing administration to a service-oriented administration, which has been quite satisfactory to local people. This is our overarching goal in building the center into a truly reliable address, providing the best service to organizations and citizens,” said Trinh Thi Hoang, Deputy Director of the Yen Ninh Commune Public Service Center.
To ensure that organizations and citizens can best enjoy public services, the Ham Rong Ward Public Service Center has researched and implemented the initiative "Solutions to improve the efficiency of administrative reform." This initiative focuses on simplifying administrative procedures, enhancing the application of information technology in receiving and processing documents, improving the sense of responsibility of officials and civil servants when performing their duties, and shortening the time for resolving administrative procedures so that organizations and individuals do not have to wait long.
Along with the "9th Working Hour" model, at the beginning of 2026, Ham Rong ward launched the "Friendly Government, Serving the People" model. Implementing this model, Ham Rong ward has comprehensively reformed administrative procedures, promoted grassroots democracy, strengthened citizen reception, resolved complaints and denunciations, and implemented the criteria of "5 Knows, 3 Don'ts, and 4 Demonstrating." Through this model, congratulatory letters, condolence letters, and thank-you letters delivered directly to residents by ward leaders during times of joy or sorrow are small but significant gestures, demonstrating the government's timely care, sharing, and encouragement to the people. This contributes to building an image of a friendly and approachable government and its officials, fostering goodwill among many.
Mr. Le Duong Hung, born in 1999, a resident of Ham Rong ward, shared: “We went to the ward People's Committee to register our marriage. Besides receiving attentive guidance from the officials, after completing the procedures, we were given a marriage certificate and a congratulatory letter by the ward People's Committee leaders. As citizens, we are very pleased to receive such attention from the local government.”
The "People-Friendly Government, Serving the People" model has been widely implemented in Thanh Hoa province for many years. Following the implementation of a two-tiered local government system, Thanh Hoa continued to deploy this model in communes such as Van Loc, Ngoc Trao, Minh Son, and Tho Phu. The successful implementation of this model has brought about profound changes in the awareness and actions of officials and civil servants in carrying out their duties.
Aiming to build a comprehensive digital government, the Public Service Center of Trieu Son commune has implemented the "AI Robot Operation" initiative to support citizens in carrying out administrative procedures. This is the first locality in Thanh Hoa province to apply robots integrated with artificial intelligence to improve the quality of public services. The AI robot is capable of communicating, advising, guiding citizens to obtain queue numbers, scanning QR codes to look up information, and directing them to the appropriate document reception counter. With a very large workload, this initiative has reduced the pressure on officials and civil servants when receiving and processing documents and created convenience for citizens in the process of carrying out administrative procedures.
To improve the quality of service to the people, localities, agencies, and units have implemented many effective models, initiatives, and methods in administrative procedure reform, such as the "3 No's" model; "Work until the job is done, not until the clock runs out"; "Administrative reception"; notifying the results of administrative procedure resolution via smart devices, social networks, and SMS messages; waiving fees for organizations and individuals using online public services... With many initiatives and solutions applied, localities, agencies, and units in the province have created changes in administrative procedure reform, bringing the rate of timely and early resolution of applications in the province to over 98.3%.
Text and photos: Minh Khoi
Source: https://baothanhhoa.vn/vi-loi-ich-thiet-thuc-cua-nguoi-dan-289633.htm
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