The journey of transition from management to service
The policy of implementing a two-level local government model in Ho Chi Minh City is not simply a rearrangement of the apparatus, but is considered a major "push" that completely changes the management method and serves people at the grassroots level. After a year of implementation, despite facing many challenges in terms of increased workload and pressure from a streamlined apparatus, localities have demonstrated rapid and effective adaptation.
In Tan Son Nhat ward, Mr. Doan Van Du - Deputy Secretary of the Party Committee, Chairman of the Ward People's Committee, said that this is a challenging transitional period when the ward must simultaneously receive many assigned and authorized tasks from the district level and city departments and agencies. This requires the staff to improve the quality of work while the number of personnel is more streamlined than before. By May 30, 2026, the ward has completed policy settlement for 32 non-specialized personnel, bringing the total number of current officials, civil servants and employees to more than 90 people.
However, instead of seeing pressure as an obstacle, the ward has taken it as motivation for reform. Tan Son Nhat Ward has put into operation "Tan Son Nhat AI Chatbot" - a new step in applying artificial intelligence to guide administrative procedures. This tool not only helps people look up information anytime, anywhere but also helps officials reduce the burden of answering repeated questions, focusing on processing complex professional dossiers.
At the same time, platforms such as "Zalo Official Account (OA)" and "Facebook Fanpage" have become key interaction channels, transparentizing citizen reception schedules and policy guidelines.
Mr. Du affirmed that the biggest benefit of this model is the elimination of intermediaries. Many procedures that previously had to be rotated through many levels have now been resolved directly in the ward. More importantly, the thinking of the staff has clearly shifted: from "resolving work" to "serving the people" with a spirit of being close to the people, respecting the people and being responsible.
Mr. Luu Thai Minh (resident of Tan Son Nhat ward) expressed satisfaction with the operating method of the two-level local government apparatus. Mr. Minh shared that after a year of implementation, administrative procedures at the grassroots level have been streamlined and strongly digitized.
Officials are now closer to the people, understand the people and are more responsible to the people than before. I think the best thing is that most of the papers today have been operated online. Many times people at home complete procedures online without having to spend time going to the ward headquarters, which is very encouraging," Mr. Minh said.
Digital transformation breakthrough, 100% of people satisfied
In Phu Dinh ward, Mr. Pham Ngoc Muon, Secretary of the Party Committee, Chairman of the Ward People's Council, shared that immediately after July 1, 2025, the Party Committee issued a Working Regulation, considering this as a "backbone" to operate the apparatus, clearly assigning people and work, avoiding the situation of shirking responsibility.
The change in leadership methods from "collective discussion" to the "head" regime has promoted the decisive role of the head, helping to handle emergency situations at the grassroots level decisively and quickly. The clearest evidence of this effectiveness is that the ward has received and successfully resolved 25,973 dossiers, of which the rate of timely and early resolution reached an absolute level of 100%.
Notably, the satisfaction level of people and businesses is recorded to reach 100% - a result that is not easy to achieve without comprehensive digital transformation efforts.
To bring the government closer to the people, Phu Dinh ward has maintained 59 Community Digital Technology Groups operating according to the motto "going to each alley, knocking on each door", supporting people to install digital citizen applications. Models such as "Electronic Practical Certification Handbook" or "Digital Civil Status Procedure Counseling" have greatly helped people.
Not only stopping at administrative procedures, the ward also focuses resources on urban embellishment projects. In the period 2025 - 2030, the ward is focusing on implementing 13 projects, including 7 works, 6 public investment projects and 1 project to relocate houses along canals and ditches. These works are expected to create a modern urban face, promoting economic trade axis for the Southwest gateway area of the City.
