Identifying the "bottlenecks"
Bringing public services to every village is a key component of the Ung Hoa Commune People's Committee's Plan No. 151/KH-UBND on implementing the "Friendly and Convenient Government for the People" model in 2026. This is also a proactive solution implemented by the locality to meet the new requirements of operating a two-tiered local government model.
In reality, after many administrative procedures were decentralized to the grassroots level, the workload at the commune level increased significantly. Meanwhile, many people, especially the elderly, still face difficulties in accessing online public services, are not familiar with the procedures and required documents, and therefore have to travel multiple times to complete the procedures.
According to the People's Committee of Ung Hoa commune, during the initial period of operating the two-tiered local government model, the locality received many complaints about people not fully understanding the administrative procedures, and having incomplete or erroneous documents requiring multiple revisions. The main problems arose in the areas of justice, civil registration, and land. If not addressed promptly, these difficulties would directly affect the quality of service and the level of satisfaction of the people. Therefore, instead of waiting for people to come to the office, the People's Committee of the commune proactively sent specialized staff to the villages to provide guidance and support.
Ms. Nguyen Thi Trinh, Head of Trung Thuong village, said that the village has over 1,400 inhabitants, so the need to handle administrative procedures is quite large. Many birth certificates contain incorrect information regarding names or dates of birth, causing difficulties in conducting civil transactions.
In the field of land ownership, common problems often involve inheritance documents, transfers, or land use right certificates registered in the name of a deceased person but with incomplete legal documentation. Mr. Nguyen Van Dan from Trung Thuong village said that after a fire, all of his family's documents were destroyed. When applying for a new birth certificate, he had to search for many related documents for verification. However, thanks to the guidance and step-by-step explanation from commune officials, his problems were resolved promptly.
Similarly, instead of having to travel more than 10km to process documents as before, residents of Giang Trieu, Kim Giang, Dong Dinh villages, etc., have recently received direct guidance and document processing from commune officials right in their areas. This approach is helping Ung Hoa commune gradually remove "bottlenecks" in resolving administrative procedures at the grassroots level, thereby improving service quality and receiving the approval and high praise of the people.
Increase customer satisfaction to over 90%.
Every Sunday morning, working groups of 8-10 officials from various specialized departments of the commune go directly to the village cultural centers to work. At these mobile support points, officials guide people on the required documents and procedures for each type of procedure under the authority of the Commune People's Committee; they also assist in filling out and submitting documents on the Public Service Portal, receiving applications, and scheduling the return of results according to regulations.
The process for organizing each service session is standardized into five steps: notifying citizens in advance; reviewing and guiding them on necessary documents; assisting with data entry into the system; monitoring the processing progress; and delivering results and surveying satisfaction levels. This approach helps minimize errors, reduce the number of trips, and facilitates convenience for citizens, especially those who are not yet proficient in digital technology .
Ms. Phung Thi Nghiem from Kim Giang village said that organizing support for resolving administrative procedures right in the village has helped people save considerable time and effort. "The steps are all clearly and easily explained. Elderly people like us no longer have to worry when doing procedures," Ms. Nghiem shared.
According to the plan, the model will initially be piloted in villages with a large number of applications. After evaluating its effectiveness, the commune will continue to expand it to other residential areas, ensuring that people have convenient access to public administrative services.
According to Nguyen Duc Binh, Chairman of the People's Committee of Ung Hoa commune, after more than two months of operating the model, the commune's specialized departments have processed nearly 500 administrative procedures for the people. The processing time has been shortened by about 90%, and the satisfaction rate of the people has reached over 90%.
In particular, deploying mobile support teams directly to the villages has contributed to reducing the workload at the commune's public administrative service points, creating positive changes in the working style and methods of grassroots officials. More importantly, this approach is gradually changing the mindset from "the people seeking the government" to "the government proactively serving the people," thereby clearly demonstrating the spirit of a service-oriented, people-friendly, and people-centered administration in the new development phase.
Source: https://hanoimoi.vn/xa-ung-hoa-dua-hanh-chinh-cong-den-gan-nguoi-dan-1209523.html
