Each call is a promise made
Switchboard 1022 has become a powerful tool to quickly solve people's livelihood problems. The story of Mr. Nguyen Tuan Lam, 45 years old, residing in Tan Son Nhat ward, is a typical example. Outraged by the situation of encroaching on the alley selling street food in front of his house, making it "small alley, cars cannot get through, old people pushing cars is also difficult", he decided to call 1022.
Immediately after the call, the on-duty officer recorded the information and address. Less than 2 hours later, the responsible force of the ward went to the scene, mobilizing households to clear the shops. That evening, Mr. Lam also received a call confirming that the case had been handled and asked for his opinion. "I feel like I am being listened to, even small matters are not overlooked" - Mr. Lam said.
For Mr. Bui Van Hung, residing in Tan Son Nhat ward, thanks to feedback through 1022, the spontaneous garbage dump that had existed for many months at the beginning of his alley has been removed. He said: "Every day when I come home from work, I have to endure the stench and flies. I once reported to the residential group but it was not resolved. After calling switchboard 1022, just over 1 hour later, a sanitation truck came to collect it cleanly. The next day, the locality put up a sign prohibiting littering and assigned officials to check regularly. Since then, the area has become completely clean, and people do not dare to litter indiscriminately anymore.
The ward commits to continuously resolving, not allowing recurrence
Mr. Nguyen Dinh Tuan Anh - an official at the Public Administration Service Center of Tan Son Nhat ward - said that from July 1st to now, with the operation of the two-level local government model, the channels for receiving reflections have been digitized and interconnected. Hotline 1022 has been interconnected from the city to departments, agencies, branches and People's Committees of wards and communes, receiving information through many methods: letters, calls, messages and applications.
Previously, 1022 only received feedback on infrastructure, but now it has expanded to all fields, from noise, environmental pollution, encroachment on roads and sidewalks to the service attitude of officials.In addition to channel 1022, people can also report directly, by phone, online public services or the ward's Fanpage.Leaders' phone numbers are also publicly posted for people to call directly.
Switchboard 1022 plays the role of receiving and classifying units.Then, information is transferred to professional departments or ward police according to their authority.According to regulations, within 5 to 7 working days, the assigned unit must inspect, process and attach the answer results to the 1022 Information Portal.
Mr. Tuan Anh said that through the hotline, people are protected from information reflected, have the right to assess the level of satisfaction, and most importantly, are reflected back many times if the problem has not been resolved satisfactorily or is repeated.
He affirmed: "The ward will still have to solve continuously, continuously inspect, there is no such thing as having solved and then not solving anymore.
Thanks to the transparent process, the satisfaction rate with the results of resolving people's complaints in Tan Son Nhat ward reached about 95% to 97%.
Mr. Tuan Anh cited that in November 2025, when receiving feedback from people about the noise activity of a cultural and sports service center, the ward sent people down to verify immediately. Although that activity was a community art performance, the ward still made an official record, requesting this unit to keep the noise level within the prescribed limits. This proactiveness made people very satisfied and the feedback was then terminated.
He expressed: "Immediately after the ward handled it, the case was reported back and received positive feedback from the people. That is the motivation and joy that officials like me feel very happy about, always striving to try in serving the people.
Hotline for administrative support, eliminating the worry of repeated travel
In addition to 1022, the wards also maintain their own hotlines to support procedures. In Phu Dinh ward, the hotline of the Public Administration Service Center has been actively operating from July 1st to now. Mr. Truong Dinh Sam - Deputy Director of the Public Administration Service Center of Phu Dinh ward said that the hotline receives an average of 4-5 calls per day, mainly consulting on procedures and dossiers.
Ms. Nguyen Thi Lan - 62 years old, residing in Phu Dinh ward - called before going to copy the documents to complete the land and house dossier. She worried: "I am most afraid that when I get there, I will lack this paper, that paper, and have to return, which is both laborious and tiring.
The on-duty officer received the call, asked about her needs, and then instructed her to prepare all the papers. This person also told her to go early in the morning to avoid being crowded, and Ms. Lan completed the procedures in one trip, without any obstacles.
Arrange a full-time civil servant to monitor 1022
Tan Son Nhat ward currently arranges a specialized civil servant to monitor 1022, receive information, coordinate with relevant units to handle and respond. Recently, specialized departments have also been granted access to the system to respond directly, helping to shorten the processing time significantly.
Complaints related to encroachment on roadways and sidewalks, causing noise are all inspected on the spot, handled on the spot, mobilized people to overcome, and taken current status photos before and after to update to the system.
Mr. Tuan Anh affirmed: "If people call late at night, I am still ready to answer the phone. Complaints outside of office hours are often urgent and urgent, so we are not afraid to receive and resolve them as soon as possible." All cases arising after office hours are directed to the police for inspection and immediate handling.
According to Director of Ho Chi Minh City Department of Science and Technology Lam Dinh Thang, the switchboard and Portal 1022 are considered the core platform of the Ho Chi Minh City digital government. This system allows specialized documents and data to be instantly transferred to each official and civil servant, contributing to ensuring timeliness and transparency in handling work.
Mr. Lam Dinh Thang emphasized: "This is not only a place to receive feedback from people, but also a channel of direct information to the Secretary and Chairman of the Ho Chi Minh City People's Committee, helping leaders closely grasp the situation and direct timely handling. Each feedback sent to people is recorded by the system and transferred to the highest leaders of the city for monitoring and supervision. The remaining issue is how we receive and handle those recommendations, so that the data truly brings value and contributes to effectively solving daily work.
