The Government Office has announced by Deputy Prime Minister Nguyen Chi Dung on implementing solutions to review, evaluate, upgrade, and develop information systems to serve the direction, operation, and service of people and businesses to meet the requirements of administrative unit arrangement according to the new model.
The announcement has a notable content: requiring the People's Committees of provinces and centrally run cities to establish and publicize hotlines of the Provincial Public Administration Service Centers and the People's Committees of communes, ensuring regular and continuous operation 24/7.
In addition to being an administrative reform solution, establishing and publicizing the hotline is also a strong commitment: the government will always be present, listen and accompany the people, regardless of day or night.
Merging administrative units is a big decision, directly affecting people's lives, from the name of the commune, ward, household registration address, place of receiving documents, to administrative procedures.
During the transition period, if there is no effective feedback channel, information disruption can cause unnecessary consequences.
However, the hotline is not only a place to receive opinions, but also a modern management tool, helping the government quickly detect "bottlenecks" in providing public services, measuring the level of satisfaction of people, and especially promptly handling cases arising outside the budget.
When the hotline is always truly "hot" and information is responded to quickly, transparently, and responsibly, the government will certainly be close to the people and as reliable as desired.
A call from the people, received by the government and quickly handled effectively, will certainly be more valuable than many formal meetings with the people.
And of course, for a 24/7 hotline to operate effectively, in addition to the "hot" factor, it must also be maintained by a team that is responsible, competent and capable of handling situations.
This most clearly demonstrates the quality of service: not only handling records, but also handling people's concerns, concerns, and expectations.
Establishing and publicizing a hotline of regular and continuous 24/7 provincial and commune-level public administrative service centers is a big step forward in interaction between the government and the people.
In parallel with the process of reorganizing administrative space, the " space of trust" of the people and the government also needs to be reorganized and expanded, with specific actions, publicity and continuous listening.
When the government proactively listens, people will proactively share, and the effectiveness of reform will truly go into depth.
