Administrative reform work is always vigorously implemented by Hanoi City agencies to satisfy people and businesses.
The city has had many solutions to improve the quality of this work, clearly identifying compliance with discipline and administrative order as the "measure" to evaluate the quality of service of authorities at all levels.
This is one of three breakthroughs, which has been directed drastically and closely, achieving many outstanding results, creating comprehensive changes in the fields of administrative reform, e-government construction and digital transformation in the operations of State agencies in Hanoi.
People-centered
For nearly a year, citizens coming to the one-stop shop of the People's Committee of Pho Hue Ward, Hai Ba Trung District, Hanoi to receive paper administrative procedure results will be guided by civil servants to register to use a personal account on the National Public Service Portal.
In particular, citizens receive an additional free electronically certified copy of the original, sent to their personal national public service account.
This is an initiative called "One administrative procedure - two results - long-term benefits" by Ms. Do Minh Thu - Vice Chairman of Pho Hue Ward People's Committee.
According to Ms. Thu, currently using electronic copies has many benefits, not only for organizations and individuals, but also for state agencies and administrative staff and civil servants in charge of certification.
A certified electronic copy of the original is valid in place of the original for comparison and certification in transactions (except where otherwise provided by law).
With her passion for administrative reform, Ms. Thu also always encourages everyone to research and come up with innovative experiences.
In Phu Xuyen district, in 2024, the district has made significant progress in administrative reform. From being at the bottom of the city, it has now risen to the top.
According to the "one-stop" department of Phu Xuyen District People's Committee, people coming to do transactions do not have to wait long, as procedures are carried out quickly thanks to the application of modern technology.
The "No Appointment Day" model is applied, helping civil servants process documents within the session, without requiring people to come back multiple times.
“I am very satisfied with the current administrative services, the procedures are much quicker and easier to understand. I do not have to waste time waiting or traveling many times like before," said Mr. Nguyen Xuan Minh, a resident of Van Tu commune, Phu Xuyen district.
According to Mr. Minh, this shows that reform does not stop at regulations, but also really enters people's lives.
At the one-stop department of the People's Committee of Quang Lang commune (Phu Xuyen), the model of "Issuing certified copies at home" has helped households with difficulty in moving, especially the elderly and the disabled, to complete administrative procedures right at home, without having to go to the office.
According to Nguyen Thanh Chung, Chief of Office of Phu Xuyen District People's Committee, the public posting of 366 administrative procedures not only helps people easily access information, but also creates a transparent and fair working environment.
The results of administrative procedure settlement of the district showed that the on-time rate reached 100% with 3,852/3,852 records; of which 2,850 records were settled via online public services, reaching a rate of 73.98%.
Towards the interests of people and businesses
Hanoi is the first locality to complete the pilot project and establish a Public Administration Service Center under the direction of the Prime Minister. People and businesses are the first beneficiaries of the benefits brought by the new model.
Chairman of the Hanoi People's Committee Tran Sy Thanh said that the establishment of the Public Administration Service Center marks an important turning point when Hanoi has a new administrative unit at the department level under the direction of the Central Government.
This is an unprecedented unit, a “special administrative unit”, helping the City People’s Committee supervise all administrative procedures, creating favorable conditions for people and businesses, while bringing better coordination between departments, branches and districts, towns.
“There will be many difficulties and challenges, but this is an opportunity to build a new organization, regulations, and working culture,” said Chairman of the City People's Committee Tran Sy Thanh.
According to Director of the Hanoi Public Administration Service Center Cu Ngoc Trang, in the coming time, the Center will focus on perfecting its organization and apparatus; prioritizing breakthrough solutions in investing in technology development, and using a team of experts and scientists.
The Center will strive to research and pilot the implementation of receiving administrative procedures under the jurisdiction of departments and branches from February 1, 2025.
The Center also plans to establish 30 branches - affiliated units, established on the basis of inheriting and transferring facilities, rearranging the "one-stop" department of the People's Committee at the district level; directly handling a number of administrative procedures currently delegated to commune-level civil servants.
The goal is to improve service quality and satisfaction level of organizations and individuals in accessing and implementing administrative procedures to reach at least 95%, in which 100% of administrative procedure records are public and transparent in the process of receiving and handling so that organizations and individuals can monitor, supervise and evaluate.
“From July 1, 2025, the City Public Administration Service Center will fully perform the functions and tasks of an administrative agency, receiving administrative procedures “without administrative boundaries”. This is the only focal point providing public services throughout the city; all 30/30 branches receive administrative procedures at 3 levels…
In particular, the Center will focus mainly on online transactions, forming a Public Administration Service Center on cyberspace," Mr. Cu Ngoc Trang shared.
It can be affirmed that the establishment and operation of the Hanoi City Public Administration Service Center is not only a step forward in administrative reform but also a testament to the city's "Long-term vision - Creative thinking - Smart solutions".
To meet people's needs, the city has actively implemented administrative reform initiatives, focusing on building a friendly government, taking people as the center of service, and strengthening people's trust in local government.
