Innovation in citizen services
To provide maximum support for citizens, the Tan Long Commune Public Administrative Service Centre assigned two civil servants to provide free typing services for various contracts, job applications, and photocopying of documents.
Since its implementation, nearly 260 contracts have been typed and 310 sets of documents photocopied, saving local residents of Tan Long Islet Commune an estimated 20 million dong. These are concrete figures, clear evidence of the civil servants’ spirit of serving the people at the centre.
“To date, the centre has operated stably and in order, creating positive change in the relationship between state administrative agencies and organisations and citizens,” said Le Duc Hien, Vice Chairman of Tan Long Commune People’s Committee.
In Thuong Lac Ward, the ward’s public administrative service centre has implemented many breakthrough solutions to improve service quality. From publicly and transparently posting administrative procedures, processes, fees and charges, to reviewing and simplifying procedures, all processes have been directed towards minimising inconvenience for citizens.
Notably, the strengthened application of information technology and provision of level 3 and 4 online public services has helped citizens save time and money.
In addition, the ward’s people’s committee has focused on reviewing and fostering its team of civil servants, ensuring that those working at the centre have sufficient capacity and authority to evaluate and approve dossiers quickly. The sense of responsibility and service attitude of civil servants has improved significantly, giving citizens a sense of respect when coming to work.
One of the key factors enabling the smooth operation of public administrative service centres is methodical investment in facilities and technological infrastructure. Dong Thap Province’s information system for handling administrative procedures has been successfully connected with the National Public Service Portal, creating a unified and seamless platform.
Facilities, equipment and software systems have been continuously equipped and upgraded, promptly fixing system errors, essentially meeting the needs of receiving and processing dossiers.
Dong Thap has also upgraded and operated essential digital infrastructure, such as connecting specialised data transmission networks to commune and ward public administrative service centres and people’s committees, ensuring access to internal applications, such as electronic office systems, public services, and official email. All these efforts have created a solid foundation for the centres’ operations, moving towards a modern and efficient administration.
Many creative models
With the goal of building a citizen-friendly administration, many centres have implemented creative models, bringing public services closer to the people, especially vulnerable groups.
Thuong Lac Ward has implemented the “Mobile reception and result delivery” model every Wednesday and Friday at the hamlet people’s committee. Tran Thi Xa, Deputy Director of the ward’s public administrative service centre, said: “This model aims to improve service quality, reduce pressure at the centre, and increase citizen satisfaction. Administrative procedures in civil status, adoption, authentication, health and home affairs are all received, with results delivered on-site or via public postal services, creating maximum convenience for citizens, especially those living far from the ward centre.”
At Tan Hong Commune, an integrated model has been introduced to address difficulties in issuing documents for newborns. Ho Van Ly, Vice Chairman of the Tan Hong Commune People’s Committee, said: “Previously, many newborns faced delays in paperwork because mothers were still weak or families were too busy, affecting the children’s legal rights.
To address this, the commune People’s Committee coordinated with Tan Hong Regional Health Centre to implement the model on ‘Registering births, issuing health insurance cards, and registering permanent residence for children at medical facilities’ accompanied by a congratulatory letter from the commune’s people’s committee.”
Cao Le Ngoc Tran, Deputy Director of the Tan Hong Commune Public Administrative Service Centre, said: “The model’s procedures are carried out directly at the health centre, with the support of medical staff and commune civil servants, enabling parents to complete dossiers online right at the hospital.”
This model not only facilitates citizens but also increases the rate of timely birth registrations, contributing to administrative reform and the building of a citizen-friendly government.
Long Phu Thuan Islet Commune has launched a model titled “Weekend reception and result delivery of monthly social allowance administrative procedures.” This model is implemented at hamlet people’s committees to promptly settle benefits for citizens, especially those receiving social allowances.
The process is simplified into four steps: verifying beneficiaries; guiding citizens to submit dossiers online; receiving and processing dossiers in the system; delivering results directly or via postal services.
The aim of this model is to provide timely, convenient services, improve quality, and increase citizen satisfaction in the islet commune, moving towards a modern administration that best serves the people.
The creative models implemented at commune and ward public administrative service centres in Dong Thap are gradually shaping a modern, citizen-friendly administration, with citizen and business satisfaction as the highest measure of all activities.
Dong Thap Province will continue to strengthen activities to consolidate and develop commune-level public administrative service centres. This includes regular inspections and investment in upgrading equipment.
Nguyen Van Vu Minh, Director of the Dong Thap Department of Home Affairs.
The initial success of commune-level public administrative service centres in Dong Thap was not accidental, but the result of thorough preparation and decisive direction from all levels of leadership.
According to the Dong Thap Department of Home Affairs, the provincial people’s committee regularly organises inspections, issues instructions, and promptly addresses shortcomings arising during operations.
Nguyen Van Vu Minh, Director of the Dong Thap Department of Home Affairs, affirmed: “The policy of streamlining and restructuring the organisational apparatus has received strong consensus throughout the entire political system and among the people.
This is the greatest advantage in the implementation process, reflecting the determination and effort of the Party and the state in building an apparatus that is streamlined, strong, efficient, effective, and productive.”
In the coming period, Dong Thap Province will continue to strengthen activities to consolidate and develop commune-level public administrative service centres. This includes regular inspections and investment in upgrading equipment, particularly in newly merged communes and wards or disadvantaged areas.
At the same time, the province will continue to review and optimise information systems, ensuring stable and seamless operation. Special attention will be given to training and professional development for civil servants to improve service quality and best meet the expectations of citizens.
