Kieu Phu Commune: Taking people's satisfaction as a measure of administrative reform effectiveness

HNP - After more than 5 months of operating the 2-level local government model, Kieu Phu commune has made a clear change in administrative reform. Not only proactively reviewing and standardizing internal procedures, the commune has also actively implemented innovative models, improving service quality and increasing people's satisfaction.

In the early days of the two-level local government coming into operation, the People's Committee of Kieu Phu commune issued synchronously important plans on administrative reform, public service inspection, legal dissemination and administrative procedure simplification. This created a foundation for departments and offices to unify the implementation of tasks, ensuring smooth state management.

Vice Chairwoman of Kieu Phu Commune People's Committee Kieu Thi Nga affirmed: "Administrative reform is not only a regular task but also a criterion for assessing the quality of service to the people. We clearly define each task, each responsible person and each completion time. Do not let the documents be delayed, do not let people go back and forth many times."

Along with the improvement of the organizational apparatus, the commune has stepped up inspection of public service and administrative discipline. The inspection team works regularly and promptly handles people's complaints. The sense of responsibility has been significantly improved, especially in the department directly handling administrative procedures.

Officials of Kieu Phu Commune Economic Department organized inspection, review, and cleaning of land data.

One of the notable points is the change in people's approach to public services. While previously most people came directly to submit paper documents, now online documents and cashless payments have become familiar options.

Mr. Do Danh Ngoc from Ngoc Liep village came to resolve land records and said: "I found the land procedures this time faster, the staff guided me enthusiastically, all fees were paid electronically. I no longer have to carry a lot of documents or cash like before."

According to statistics, by early December 2025, Kieu Phu commune had received 8,315 records. Of which, the Public Administration Service Point received 5,524 records online, accounting for 66.43%, and received 2,791 records directly, accounting for 33.57%. As a result, up to now, 7,894 people's records have been resolved on time, reaching 95%... The number of online payment records has increased sharply, reflecting positive changes from the people when approaching the modern administrative model.

People come to submit their applications at the Kieu Phu Commune Administrative Service Point.

Vice Chairwoman of Kieu Phu Commune People's Committee Kieu Thi Nga said that if the people change, the apparatus must change first. The commune always determines that administrative reform, if it wants to be effective, must be certified by people's satisfaction, not just on reports.

The highlight of Kieu Phu commune is the flexible implementation of 3 initiatives, including: "60 minutes of overtime for the people", helping people to do procedures outside of working hours; "Digital people" supporting policy groups to access digital technology ; applying digital maps and Zalo hotline in managing construction order, resolving violations right at the grassroots level. These models are not only highly appreciated by the people, but also create new habits in dealing with the government, such as: Transparency, speed and responsibility.

Information technology is being applied more and more in handling administrative procedures for people.

Along with institutional and administrative procedure reform, Kieu Phu commune has carried out many key tasks to improve the quality of its staff and modernize public administration. Regarding the organizational structure, the commune has completed the personnel situation after the administrative unit arrangement; issued new working regulations; and clearly assigned tasks to each staff member and each task.

Regarding public finance, the commune strictly implemented the Resolution of the City People's Council on a special support mechanism for "one-stop" officials, helping to improve work motivation and service quality. In particular, the commune focused on investing in administrative modernization, 100% of records at the one-stop department were digitized; 100% of fees and charges were paid non-cash; enhanced database connectivity with taxes and insurance; and actively guided people to use online public services.

At the Public Administration Service Point, staff are always on duty to promptly process documents for people.

Mr. Nguyen Van Tam - an officer on duty at the Kieu Phu Commune Public Administration Service Point shared that in the past, each file had to be checked manually, but now many steps have been digitized. People only need to bring the file code for the receiving officer to enter data, so it is very convenient. Although the work has reduced paperwork, the responsibility and service standards of the officers towards the people are required to be higher.

In addition to the achieved results, the commune also frankly acknowledged the shortcomings, such as: Coordination between some departments and offices is sometimes uneven; a number of cadres are still limited in expertise... the commune has requested immediate correction, review of public service procedures, and improvement of sense of responsibility.

The rate of timely handling of records for people at Kieu Phu Commune Administrative Service Point reached 95%.

To complete the administrative reform task in 2025, Kieu Phu continues to review and cut at least 30% of administrative procedures according to the city's direction; continue to perfect and stabilize the organizational apparatus after the administrative unit arrangement; organize summaries, replicate initiatives, and reward collectives and individuals who have contributed to administrative reform.

Vice Chairwoman of Kieu Thi Nga Commune People's Committee determined that when people change, the government must change even more strongly. All administrative reform initiatives must aim at the common goal of serving the people, reducing time, reducing costs and increasing satisfaction. Kieu Phu is gradually asserting itself as a bright spot in administrative reform in suburban areas, serving the people.

Source: https://hanoi.gov.vn/tin-dia-phuong/xa-kieu-phu-lay-su-hai-long-cua-nguoi-dan-lam-thuoc-do-hieu-qua-cai-cach-hanh-chinh-4251208214753108.htm