Handling more than 30 calls from hotlines
Since the hotline was established, any major and minor problems that need to be consulted or reported have been called by people to the Phu Dinh Ward Public Administration Service Center, Ho Chi Minh City and resolved quickly.
Ms. Nguyen Thi Lan (62 years old, living in Phu Dinh ward) said that she needed to go to the doctor to verify the documents but did not know what documents to prepare, so she immediately called the ward's hotline for support. "I called the ward's hotline number, and immediately there was an officer on the phone. I asked what I had to bring with me to get my medical certificate. They guide very enthusiastically. Thanks to that, I prepare fully, not having to travel many times," said Ms. Lan.
Mr. Truong Dinh Sam - Deputy Director of the Phu Dinh Ward Public Administration Service Center - said that the ward's hotline has been operating since July 1 and has received many calls from people, mainly related to the process and application procedures. Common questions are about signature certification (eg: how many copies need to be prepared, bring the original ID card and require that person to come directly). For more complicated procedures, such as real estate records, hotline duty officers also provide initial instructions.
According to Mr. Sam, there are currently an average of 4-5 calls per day, and a total of more than 30 calls have been received via the hotline since July 1.
Mr. Nguyen Mai Trung - Chief of Office of the People's Council and People's Committee of Phu Dinh Ward - said that up to now, the ward has handled more than 3,000 records, mainly procedures for medical examination, certification, civil status and handling social pension benefits records. To ensure effective service, the ward has arranged 6 application reception counters at the head office, and opened two additional points, each with 4 reception counters. Because Phu Dinh ward is cut off by canals, making it difficult for people to move. The points help people in remote areas easily access services. Officials are allowed to rotate their documents to the main points for signing and then return the documents to the people at the additional points.
"Initially, we will maintain all three of these points to create maximum convenience for people. After a period of stable operation, we will summarize and assess actual needs to have a suitable adjustment plan," Mr. Trung informed.
Timely handling for people, no delays
Similarly, in Tan Son Nhat ward, receiving and handling people's complaints via hotline 1022 has also been operating effectively since July 1.
Mr. Lam Viet Thao - Vice Chairman of Tan Son Nhat Ward People's Committee - said that the ward has received 4 complaints related to road cleaning and urban order: "We handle it immediately. The ward has officers specializing in monitoring the hotline, transferring it to the specialized department for handling for about 2-3 hours, then report back and inform the people".
Mr. Thao affirmed and emphasized that the handling process was very fast, without any delays.
Regarding the general situation after more than two weeks of operating the new model, Mr. Thao assessed: "In general, it is gradually stabilizing and becoming more orderly". Regarding the work of receiving documents, on average, the ward receives about 100 to 200 documents per day, showing that administrative activities are stable and meet the needs of the people well.
