On the afternoon of June 23, the Standing Committee of the Hanoi City Party Committee requested to consider the responsibilities of collectives and individuals related to the case of citizens reflecting difficulties in carrying out procedures to certify the power of attorney to receive pensions for a 97-year-old mother who is weak and unable to walk. The directive was issued after the case attracted great public attention.
Verifying the cognitive capacity of the authorized person is a necessary requirement to ensure the legality of documents and prevent policy fraud.
However, what makes public opinion concerned in this case is not the request for verification, but the way it is implemented and the way it treats people.
In fact, current regulations do not lack support mechanisms for the elderly and weak, people with disabilities or people who cannot directly go to administrative agencies. Many localities have implemented forms of remote verification, on-site support or arranged plans suitable for each specific case.
Thus, the issue raised is not whether the regulations are too rigid or not, but how to apply the regulations to both ensure compliance with the law and create convenience and a sense of respect for the people.
In public service activities, there are situations where the same regulations, but the interpretation, guidance and support will determine people's feelings. A detailed explanation, a sharing attitude, or an appropriate support plan can sometimes resolve the frustrations that arise from the beginning.
For cases where the elderly are at an age of "rare age", the humane element and spirit of service need to be put first.
In recent years, Hanoi and many localities across the country have promoted administrative reform with the goal of putting people at the center. The success of this process is not only measured by the number of dossiers resolved on time or the rate of online public services, but also by the satisfaction of people when contacting public authorities.
The case of the 97-year-old woman is a reminder that administrative reform does not stop at building correct procedures. What people expect most is that those procedures are implemented with a sense of responsibility, empathy and professional service attitude.
Because in the end, people come to public authorities not only to complete a procedure, but also to be supported to exercise their legitimate rights in the most convenient and humane way.
