Building a people-oriented administration.

Ninh Binh province has implemented comprehensive and effective tasks and solutions to promote administrative reform in conjunction with the requirements of science and technology development, building e-government and digital government, aiming for the satisfaction of citizens and businesses. This is considered a "measure" in the effective implementation of the two-tiered local government system in the province...

Aiming for citizen satisfaction.

Handling administrative procedures for citizens at the Public Administrative Service Center of Yen Mo commune, Ninh Binh province.

Recognizing administrative reform as a key step in building a two-tiered local government that is close to the people, serves the people, and after the merger, Yen Mo commune has invested in upgrading infrastructure and modernizing the working methods of its officials in a friendly manner.

The commune has repurposed the former Yen Thinh town People's Committee headquarters as a Public Administrative Service Center. Here, the commune has invested in an automatic queueing system, 7 computers, 5 scanners, and 4 printers with a stable internal network. The area for receiving citizens for administrative procedures is scientifically designed, with publicly displayed procedure lists; experienced and professional staff are assigned to provide attentive and thorough guidance to the public.

The commune's Public Administrative Service Center has 12 officials and civil servants from various fields, helping people resolve necessary procedures simply and quickly. To expedite the processing of administrative procedures for the people, the staff at the Center often take advantage of their free time, working overtime, and even working on holidays like "Saturdays for the People," with the motto "work doesn't end until the job is done."

Officials at the Yen Mo Commune Public Administrative Service Center in Ninh Binh Province guide residents in registering for administrative procedures.

Mr. Duong Quoc Oai, an official at the Commune Public Administrative Service Center, shared that the current workload is quite large, while processing procedures through service software requires a certain amount of time. Therefore, even after office hours, most officials stay to complete unfinished tasks and exchange experiences with each other to handle work more quickly the next day.

Mr. Pham Minh Cuong, Deputy Director of the Yen Mo Commune Public Administrative Service Center, said that the center arranges and assigns staff to the right positions according to their abilities and strengths. Staff working in the one-stop service area must be proficient in using modern equipment, shared software, and related applications, and possess expertise and experience in communicating and working with the public to effectively handle situations arising during the process of resolving administrative procedures for organizations and individuals.

Thanks to this, the quality and efficiency of local administrative procedures have been continuously improved. From July 1st to the present, the Yen Mo Commune Public Administrative Service Center has received nearly 8,000 applications; of which, the number of applications received online reached 87.35%, and the number of applications with digitized components and resolution results reached 97.14%. The results of the Q3/2025 assessment of service quality on the National Public Service Portal for Yen Mo show that the unit leads the entire province in the criterion of transparency and ranks 3rd in the province in online public services…

Building a service-oriented administration.

Officials at the Ninh Cuong Commune Public Administrative Service Center in Ninh Binh Province guide residents in looking up information on administrative procedures using QR codes.

Immediately after the provincial merger, the Ninh Binh Provincial People's Committee issued Plan No. 08/KH-UBND dated July 19, 2025, on administrative reform in the province, approving 43 specific and comprehensive tasks across 6 areas of the administrative reform program; assigning specific responsibilities to departments, agencies, and the People's Committees of communes and wards in promoting administrative procedure reform and providing public administrative services to improve the investment and business environment.

The Provincial People's Committee has issued a plan to implement a model for handling administrative procedures regardless of administrative boundaries within Ninh Binh province; simultaneously, it has issued a decision announcing the list of administrative procedures and a decision announcing the internal process for resolving administrative procedures for pilot procedures that are accepted and processed regardless of administrative boundaries. In particular, the province has implemented a project to streamline and shorten the processing time for administrative documents and procedures within the province, including a "Green Lane of 16 working hours" and a "Green Lane of 50%", reducing the processing time by half compared to the normal procedure. The Provincial People's Committee has approved a plan to simplify 161 out of 585 internal administrative procedures…

Currently, the province has over 2,030 procedures in operation; of which 1,723 are at the provincial level and 309 at the commune level. 100% of administrative procedures are publicly disclosed in accordance with regulations. The total number of online public services in the province is 1,966, reaching 90.3%; of which 1,672 are at the provincial level and 294 at the commune level. The number of fully online public services in the province has reached over 1,360, reaching 62.7%; of which 1,233 are at the provincial level and 131 at the commune level. The number of fully online public services in the province that have been integrated into the National Public Service Portal is 1,966, reaching 100%.

The province has completed the review and cleaning of data on administrative procedures under its jurisdiction and publicly announced them on the National Database of Administrative Procedures as required by the Plan issued with Decision No. 933/QD-TTg dated August 6, 2023, of the Prime Minister . The one-stop service centers at all levels in the province continue to receive investment in infrastructure and equipment, aiming for a synchronized and modern system.

In the third quarter of 2025, the province's administrative procedure information system received nearly 251,380 applications; processed more than 231,840 applications; of which, 227,488 applications were processed on time or ahead of schedule, accounting for 98.12%.

Residents of Yen Mo commune take numbered tickets to complete administrative procedures.

To improve service quality, agencies and units in the province consistently maintain and effectively operate suggestion boxes, posting addresses for receiving feedback and suggestions from citizens; assigning officials and civil servants to handle citizen reception and monitor and record citizen feedback; and publicly disclosing phone numbers and addresses for receiving feedback on administrative procedures. The Ninh Binh Provincial Public Administrative Service Center has established a telephone hotline system to advise and answer questions from organizations and citizens regarding administrative procedures, thereby processing information promptly and creating satisfaction and trust among citizens and organizations.

In the coming period, the province will focus on removing and resolving difficulties and obstacles faced by communes and wards in implementing the two-tiered local government system; accelerating the construction, completion, and operation of specialized databases based on guidance from central ministries and agencies, ensuring the requirements of being "accurate, complete, clean, relevant, unified, and shared"; serving the reduction and simplification of administrative procedures and the deployment of full-process online public services on a data platform according to the roadmap in Government Resolution No. 214/NQ-CP dated July 23, 2025.

In addition, Ninh Binh is accelerating the adjustment of internal processes and administrative procedure resolution processes to effectively resolve administrative procedures regardless of administrative boundaries within the province; continuing to innovate and improve the quality and efficiency of the one-stop shop and integrated one-stop shop mechanisms associated with digital transformation and the application of modern science and technology, meeting the requirements of the new phase.

Source: https://baotintuc.vn/thoi-su/xay-dung-nen-hanh-chinh-vi-dan-20251021143527962.htm