After over five years of implementation, the above model at Ha Nam Province's district and commune levels has achieved many important results. From the pilot implementation at 14 units of the People's Committees of communes, wards and towns in the province, the model was expanded to 100% of the People's Committees in communes, wards and towns and by 2021, it will continue to be expanded to 100% of the People's Committees at the district level. Facilities and equipment serving the model have been modernly invested and built.
Shifting from “administrative orders” to “serving, guiding, mobilising”
Present at the "one-stop" Reception and Results Department of Kim Bang District, Ms Nguyen Thi Hoa, in Thi Son Commune, felt satisfied with the enthusiastic reception and guidance of the staff performing the tasks here. She said: "I came to do the land transfer paperwork, and the staff guided me very carefully through the steps so that I could follow the regulations. If I did not understand anything, I could freely discuss it again. The issues people are concerned about are all listened to, accepted and resolved promptly by responsible officials or leaders of Party committees and authorities at all levels”.
In 2019, Hop Ly was the first commune in Ly Nhan District to deploy this model. The commune organised to instruct all officials, civil servants and workers on the contents related to the model, with the slogan: “Cadres and civil servants of Hop Ly Commune are determined to implement the 5 know: Know how to listen to people; know how to speak so that people understand; know how to make people trust; know how to apologise; know how to thank; 3 shows: Respect: in communication; Civility: polite, cultured in communication, solving work; Closeness: in relationships, solving work quickly”. The commune’s People’s Committee organised and set up the reception room, returned results neatly, scientifically and conveniently, and supplemented facilities and equipment for working and serving people.
Hop Ly Commune has proactively equipped an additional set of computers with internet connection so that people can access public services and online public services right at the Reception and Results Department and has developed a full set of letter templates: apology, thanks, congratulations, and condolences to implement the delivery and sending of letters in each case, demonstrating the government's openness and friendliness towards the people.
Secretary of the Hop Ly Commune Party Committee Thieu Thanh Liem said that in implementing the model, the local Party Committee and government thoroughly instructed the staff and civil servants to maintain and promote good office culture. Therefore, staff and civil servants of Hop Ly Commune always have a polite attitude, maintain a good "office smile" in the process of handling work and guide citizens when declaring documents and procedures in a thoughtful and easy-to-understand manner.
Administrative procedures are resolved before and within the deadline, and there are no overdue documents; the rate of documents returned before the deadline is more than 99%. The implementation of collecting survey votes on people's satisfaction immediately after returning the results of administrative procedures has always been high. The sending of letters has received the people's consensus, support and affection towards the Party and the government.
The model at both levels has always been directed by the Party Committee and the government of Ly Nhan District, put into operation in a disciplined, effective and practical manner, and highly appreciated by organisations and people. During the implementation process, the communes and towns have implemented the slogans: “5 knows”, “3 shows”. The criteria have been implemented carefully and qualitatively, with special attention paid to the criteria for handing out letters, the criteria for the heads of the Party Committee and government to the people every month, the criteria for implementing administrative procedures at home for the elderly who live alone and have difficulty in travelling and criteria for receiving people and dialogue with people according to regulations.
The settlement of administrative procedures at home for the elderly, the weak, the lonely, and those with difficulty travelling is being implemented with attention (the whole district has settled at home for 2,122 cases). The sending of apology, thank you, congratulatory and condolence letters are focused on by taking surveys for people's satisfaction after returning the results of administrative procedures, settlement is carried out in appropriate forms. The annual results show that more than 99.9% of the survey forms are answered by people as “satisfied” and “very satisfied”.
Comrade Nguyen Thi Hue, Head of the People’s Mobilization Committee of Ly Nhan District, said: To implement the model, each cadre, civil servant, public employee, and worker is required to always be aware of performing assigned tasks, practising office culture, having a respectful and proper attitude in the process of solving work and paying attention to listening and sharing urgent issues, legitimate and legal aspirations of the people.
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| The “Friendly administration serves the people” model is deployed in all districts in Ha Nam Province. |
Ha Nam Province aims to strongly innovate the working style of the grassroots government, shifting from “administrative orders” to “serving, guiding, mobilising, persuading”, building a style of “respecting the people, being close to the people, understanding the people, learning from the people and being responsible to the people”.
During the implementation of the model, staff and civil servants of Ha Nam Province proactively studied and trained to improve their capacity, responsibility, skills, professional qualifications, spirit and attitude towards serving the people. The communal staff and civil servants signed a commitment to implement the content of the model, respecting etiquette and manners and, serving the people enthusiastically and politely, providing instructions on filling out documents carefully and easily. Administrative procedures of organisations and citizens were resolved within their authority and on time.
Promoting the role and responsibility of leaders
Implementing Ha Nam Province’s “Friendly administration serves the people” model at the district and commune levels has achieved many important results. Many localities in the implementation process have had good and creative ways, such as flexibly applying the slogan “6 knows, 5 nos, 3 shows” in Binh Luc District; the slogan “6 knows, 3 nos, 3 shows” in Thanh Liem District; The model of “No Writing Day” on Tuesday, “No Appointment Day” on Thursday in Liem Thuan Commune, Thanh Liem District. This has contributed to solving administrative procedures and improving people’s satisfaction with government services.
The results achieved reflect the efforts in leadership and direction of Party committees and authorities at all levels, the active participation and contribution of the Fatherland Front Committee and socio-political organisations in implementing the model. The province has invested in and built modern facilities and equipment to serve the model. Digital infrastructure and digital platforms are gradually being developed and applied, with specialised databases being deployed, built, connected, and shared, bringing practical results to people and businesses.
The Department of Receiving and Returning Results headquarters at district and commune levels are equipped synchronously and modernly. The heads of local Party committees and authorities pay attention and organise meetings and dialogue with the people according to regulations. Officials and civil servants have a polite, appropriate, close, and friendly attitude towards the people processing or handling work. The rate of handling administrative procedures correctly and before the deadline at district and commune levels is high. From there, it contributes to the province's 2023 Reform Index, ranking 30th out of 63 provinces and cities.
Vice Chairman of the People’s Committee of Ha Nam Province Tran Xuan Duong said: The implementation of the model “Friendly government, serving the people” has contributed to improving the ethics of public service, sense of responsibility and style of serving the people of the team of officials, civil servants and public employees. At the same time, promoting administrative reform improves people's satisfaction with the service of state administrative agencies in the province.
For this model to be practical, effective and long-lasting in the coming time, according to comrade Le Xuan Huy, Director of the Department of Home Affairs of Ha Nam Province, the most important lesson emphasised in implementing the model is the need for strong leadership and direction from the Party Committee and the government in administrative procedure reform and implementation of each work content.
Another important task that also needs to be paid attention to regularly is promoting the role and responsibility of leaders, raising awareness, sense of responsibility and quality of the staff and civil servants in performing their duties and responsibilities, especially building close relationships and a spirit of serving the people.
At the same time, all levels and sectors need to pay attention to combining the implementation of the model with the work of “Skilled Mass Mobilisation” and the mass mobilisation work of the government, considering this as one of the important solutions in the leadership and direction of implementing local political tasks. Units need to take people's satisfaction as one of the criteria for evaluating and classifying the level of task completion of cadres and civil servants, focus on publicising and making transparent administrative procedures and shortening processing time to serve the people.
