Building an administrative system for the people

Aiming for people's satisfaction

Photo caption — Resolving administrative procedures for people at the Yen Mo Commune Public Administration Service Center, Ninh Binh Province.

Identifying administrative reform as the key step in building a two-level local government close to the people, serving the people, after the merger, Yen Mo commune has invested in and upgraded facilities and innovated the working methods of officials in a modern and friendly direction.

The commune has reused the old Yen Thinh town People's Committee headquarters as a Public Administration Service Center. Here, the commune has invested in automatic numbering machines, 7 computers, 5 scanners and 4 printers with a stable internal network system. The area for receiving citizens to do administrative procedures is scientifically designed, with a public procedure listing board; experienced and professional staff are arranged to guide people enthusiastically and thoughtfully.

The Commune Public Administration Service Center has 12 officers and civil servants in all fields, helping people to handle necessary procedures simply and quickly. To speed up the process of handling administrative procedures for the people, officers working at the Center often take advantage of time, work overtime, even work on "Saturday for the people" holidays with the motto "time ends when work is done".

Mr. Duong Quoc Oai, an officer at the Commune 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 though administrative hours are over, most officers still stay to complete unfinished tasks and exchange experiences with each other to complete tasks faster the next day.

Mr. Pham Minh Cuong, Deputy Director of Yen Mo Commune Public Administration 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 area must be proficient in using modern equipment, shared software, and related applications, have expertise and experience in communicating and working with people to handle situations that arise during the process of handling administrative procedures for organizations and people.

Thanks to that, the quality and efficiency of administrative procedure settlement of the locality have been increasingly improved and enhanced. From July 1 to now, Yen Mo Commune Public Administration Service Center has received nearly 8,000 records; of which, the number of records received online reached 87.35%, the number of records digitized in components and settlement results reached 97.14%. The results of service quality assessment on the National Public Service Portal in the third quarter of 2025 of Yen Mo show that the unit leads the whole province in terms of transparency and ranks 3rd in the whole province in terms of online public services...

Building a service-oriented administration

Immediately after the province's merger, the Ninh Binh Provincial People's Committee issued Plan No. 08/KH-UBND dated July 19, 2025 on provincial administrative reform, approving 43 specific and comprehensive tasks in 6 areas of the Administrative Reform Program; assigning specific responsibilities to departments, branches, and 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 of administrative procedure implementation regardless of administrative boundaries within Ninh Binh province; at the same time, it has issued a decision to announce the list of administrative procedures, a decision to announce the internal process of handling administrative procedures for pilot procedures of receiving and handling regardless of administrative boundaries. In particular, the province has implemented a project to streamline and shorten the implementation and processing time for administrative records and procedures in the province, including "Green Stream 16 working hours" and "Green Stream 50%", shortening the time by half compared to the normal procedure process. The Provincial People's Committee has approved a plan to simplify 161/585 internal administrative procedures...

Currently, the whole province has more than 2,030 procedures implemented; of which 1,723 are at the provincial level and 309 are at the commune level. 100% of administrative procedures are made public 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 are at the commune level. The total number of online public services in the province is more than 1,360, reaching 62.7%; of which 1,233 are at the provincial level and 131 are at the commune level. The number of online public services in the province that have been completed and 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 authority and publicly announced them on the National Database on Administrative Procedures as required in the Plan issued with Decision No. 933/QD-TTg dated August 6, 2023 of the Prime Minister . One-stop shops at all levels in the province continue to receive investment in facilities and equipment in a synchronous and modern direction.

In the third quarter of 2025, the province's administrative procedure settlement information system received nearly 251,380 records; resolved more than 231,840 records; of which, 227,488 records were resolved on time and before the deadline, accounting for 98.12%.

To improve service quality, agencies and units in the province always maintain good implementation of suggestion boxes, post addresses to receive feedback and recommendations from people; assign cadres and civil servants to receive citizens and monitor and record citizens' comments, publicize phone numbers and addresses to receive comments on administrative procedures. Ninh Binh Provincial Public Administration Service Center has arranged a telephone switchboard system to advise and answer questions from organizations and citizens about administrative procedures, thereby processing information promptly, creating satisfaction and trust of citizens and organizations.

In the coming time, the province will focus on removing and resolving difficulties and problems of communes and wards when implementing two-level local government; speeding up the progress of construction, completion and putting into operation specialized databases based on the guidance of central ministries and branches, ensuring the requirements of "correct, sufficient, clean, alive, unified, shared"; serving to reduce and simplify administrative procedures and deploy online public services throughout the process on the data platform according to the roadmap in Resolution No. 214/NQ-CP dated July 23, 2025 of the Government.

Along with that, Ninh Binh speeds up the progress of adjusting internal processes and administrative procedure settlement processes to effectively handle administrative procedures regardless of administrative boundaries within the province; continue to innovate and improve the quality and effectiveness of implementing the one-stop shop and interconnected one-stop shop mechanisms associated with digital transformation, applying modern science and technology, meeting the requirements of tasks in the new period.

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