On December 27, 2018, the Prime Minister issued Decision No. 1847/QD-TTg approving the Public Service Culture Project with the goal of improving public service culture and contributing to the formation of a standardized style of conduct and working methods for cadres, civil servants, and public employees. Accordingly, the standard of communication and conduct for cadres, civil servants, and public employees in interacting with the public must include respect, attentive listening, dedicated guidance on work procedures, and thorough explanations of people's questions; practicing the "4 requests, 4 always": saying hello, apologizing, thanking, and asking permission; always smiling, always being gentle, always listening, and always helping.
In 2024, the province implemented the model of effective public relations: "Government serving the people and businesses." Under this model, the administrative procedure processing and results delivery departments (the "one-stop" service centers) at all levels were equipped with fairly complete equipment to support government operations and the processing of administrative procedures. Administrative procedures were digitized and publicly displayed, making it convenient for citizens to conduct administrative transactions. This has significantly contributed to the transformation of working methods from "administrative command" to a friendly, service-oriented government for citizens and businesses, with the slogans: "4 requests, 4 always" and "5 don'ts, 5 knows" (no authoritarianism or arrogance; no bureaucracy or irresponsibility; no corruption or waste; no flattery or deceit; no abuse of position or power in performing official duties; knowing how to explain and guide; knowing how to apologize when making mistakes; knowing how to thank when receiving help; knowing how to share difficulties with the people; knowing how to listen to the opinions of the people). The working style and methods of officials and civil servants have changed in a positive direction, helping the government to be closer to the people, serve them faster, and be more friendly.
Mr. Tran Van Dai, a resident of Yen My commune, said: “I came to the commune's 'one-stop' service center to have some personal documents certified. Here, I noticed a significant change in the service style of the officials and civil servants. They welcomed me warmly and provided thorough guidance so that I could complete my online application as quickly as possible. The notarized copies of my documents were quickly completed and provided to me by the relevant departments shortly after. I found the departments working smoothly and efficiently in an open and friendly environment. I am very satisfied with the work style and service attitude of the commune's officials and civil servants.”
In Long Hung commune, with the motto "making people's satisfaction the goal," the commune has instilled a spirit of serving the people in its officials and employees, ensuring smooth and efficient operations and best meeting the needs of citizens and businesses in resolving administrative procedures. At the "one-stop" service center, the commune displays and creates QR codes for administrative procedures in various specialized fields according to the "four-in-one" principle: on-site reception, on-site assessment, on-site approval, and on-site results delivery. Commune officials and employees actively guide and support people when they come to resolve administrative procedures, especially when using online public services on the National Public Service Portal. In addition, the commune has launched the "Digital Family" movement with the goal of striving for each household to have at least one member proficient in digital skills.
Comrade Pham Thanh Tam, Chairman of the Long Hung Commune People's Committee, said: "The working style and conduct of officials and civil servants are the face of the government apparatus. People assess the quality and effectiveness of the commune-level government through changes in the attitude and behavior of officials and civil servants, and the efficiency of their work. Therefore, the commune focuses on training communication and interpersonal skills for officials and civil servants, especially those who frequently interact and work with the people. At the same time, the commune promotes the application of information technology and surveys people's satisfaction levels to make timely adjustments."
The model of "People-friendly government serving the people" and "Government serving citizens and businesses" has initially strengthened the trust and confidence of the people in the government apparatus. Public administrative service centers have been invested in with modern equipment and working conditions, and the dedicated and friendly service style of officials and civil servants has improved the quality of public services and increased the satisfaction of citizens and businesses. Most eligible public services have been implemented online at level 4 and full-process online public services; citizens can access public services conveniently, quickly, with simple and accurate procedures.
Building and effectively practicing a workplace culture is not only a requirement for administrative discipline, but also a measure of the service capacity and maturity of the state administration. This not only contributes to building a professional, honest, and dedicated team of officials and civil servants, but also strengthens the people's trust in the Party and the State.
Source: https://baohungyen.vn/xay-dung-van-hoa-vi-dan-phuc-vu-3192496.html
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