The seminar was held on the occasion of the 135th anniversary of President Ho Chi Minh's birthday, towards the 100th anniversary of Vietnam Revolutionary Press Day; at the same time, towards the goal of building a modern and transparent administration with people and businesses as the center of service.
The seminar aims to listen to people's concerns, as well as share practical issues, propose solutions to overcome difficulties and problems so that the Hanoi Public Administration Service Center can increasingly improve the quality of service for people and develop Vietnam's public administration.
Ensuring the satisfaction of people and businesses
Speaking at the seminar, Deputy Editor-in-Chief of the Economic & Urban Newspaper Nguyen Xuan Khanh said: Implementing the Politburo's Resolution No. 57-NQ/TW of December 22, 2024 on "breakthrough in science and technology development, innovation and transformation of national numbers", Hanoi People's Committee has been actively implementing specific contents and tasks of the locality in the spirit and orientation. The fact that Hanoi is the first locality to complete the pilot project and establish a public administrative service center according to the Government's Resolution No. 108/NQ-CP is a specific and basic step to meet the objectives such as: converting management models to non-administrative boundaries by organizing branches in large districts in order to minimize time, costs and create the most favorable conditions for people in the process of administrative procedures.
Along with that, shaping the mindset of "people and businesses are customers". The departments receiving and handling procedures not only provide services, but also ensure the satisfaction of people and businesses - real customers of the administrative system.
"Listening to serve the people better" is a practical, close and profound content for officials accepting and settling administrative procedures. Because listening is not merely receiving information, but also a way to show respect, understanding and sense of responsibility to the people. Economic & Urban Newspaper in collaboration with the Center for Public Administration to organize a seminar "Listen to serve the people better" with the purpose, in order to help the service of the Center for Public Administration are more effective, meeting the requirements of the people and businesses " - Deputy Editor -in -Chief of the Economic and Urban Newspaper Nguyen Xuan Khanh shared.
Every time I go to the center, I get a service
At the seminar, the speakers representing the branches of the public administration center in Hanoi discussed, shared and answered the questions of units, businesses, readers, people ... in the way of receiving and resolving administrative procedures; Introducing the model of public administrative service center; The central results achieved in recent years since its inception. Since then, proposing opinions and solutions to improve the quality of serving people, developing the model of public administrative service center as expected.
In particular, Director of Branch No. 4 of Hanoi Public Administration Center Nguyen Thi Viet Ha shared: The new time was put into operation, the branch had some difficulties due to the lack of machinery but thanks to the efforts of all employees, there was no long queue, no queue in the branch. Everyone who came to the branch was invited to serve in turn. Some elderly people who come to the branch have been served and feel very well. Then convey to some elderly people in the area "every time the center is served".
"For the case of elderly people who do not know how to use computers but want to do TTHC themselves, branch staff always have someone on duty to digitize documents, if they are not proficient, they can ask staff there to digitize documents for help" - Ms. Nguyen Thi Viet Ha informed.
From the practical work at Branch No. 1 of the Hanoi Public Administration Service Center, Director of Branch No. 1 Bui Duong shared: "The most difficult thing is that we have to know the needs of real estate companies and banks, thereby building the best support method and solution. With such a large dossier, we realized that we cannot be passive in waiting for units to propose requirements. Branch staff have proactively provided information, requesting that unit leaders give us information on the total number of records that need to be resolved. From there, we have developed a plan and arranged staff to optimize the time to process documents".
Mr. Nguyen Hoang Long - Deputy Director in charge of the Customer Support and Care Center, Hanoi Public Administration Service Center said: "Our Center has developed a project to support multi-channel businesses. This project comes from a survey of companies in practice, thereby realizing that businesses face many difficulties in accessing administrative services, especially when newly established. From there, we built a multi-channel support model. This model has been tested at Branch No. 1, at Vo Chi Cong".
Sharing about the security of personal information when performing online procedures, Mr. Trinh Tat Thang - Head of the restructuring and One-stop Organization Department, Hanoi Public Administration Service Center said that leaking data from people is a very serious problem. People's data is a resource, something that can be developed by society, reused and can be used to create a huge source of wealth.
When any signs of danger are detected during the scanning process, the system can be turned off and stopped for information to be safe. That is to affirm that the commitment to information security and that civil servant when making contact with data has been guaranteed. If any such disclosure is from that source of information, that civil servant will be responsible before the law.
For people, when using Hanoi's public services or national public services, they are connected via VNeID, if people use it on a certain website, not using VNeID, it is definitely the user's fault.
Solving problems with practical solutions
At the seminar, Head of the Red Book Department of Vingroup nationwide projects Truong Thi Thanh Hang; Director of Operations Management, Vietnam Maritime Commercial Joint Stock Bank MSB Ha Thi Anh Hong; Director of Hanoi Credit Transaction, Representative of Vietnam International Bank (VIB) Phan Thi Thu Hang; Senior Director of Individual Customer Service Center, Vietnam Techcombank Technical and Commercial Joint Stock Bank Bui Thi Dieu Linh; Director of Transaction Legal Department, Asia Bank for Commercial Joint Stock Bank ACB Trinh Ba Nam... shared experiences and suggested opinions to help resolve administrative procedures with businesses smoothly.
In particular, senior director of the individual customer service center, Vietnam Technology and Commercial Joint Stock Bank Techcombank Bui Thi Dieu Linh shared: "In the process of attending the seminar, we are very impressed with the sharing opinions from the delegates. From the perspective of the financial and banking industry, we realize that there have been many clear administrative reforms, bringing practical benefits not only for customers. Regarding the accompanying efforts of management agencies in understanding the difficulties of people and businesses, thereby removing with practical solutions. "
According to the operating management director, Vietnam Maritime Commercial Joint Stock Bank MSB Ha Thi Anh Hong, from the date of applying the "green stream" to prioritize the settlement of administrative procedures for businesses, almost MSB only has to send 1-2 employees to check in and not have to queue. Through the first stage, it has shown the success and in the next few days, the MSB Bank continues to return the results to credit institutions and non -boundary implementation of the receiving and returning records of the guaranteed transaction dossier.
According to Mr. Nguyen Hoang Long - Deputy Director in charge of the Customer Support and Care Center, Hanoi City Public Administration Service Center, every day the Center receives a lot of feedback and recommendations from people. The Center's Board of Directors has determined from the beginning that digital technology solutions, digital transformation and artificial intelligence must be applied. This content The Center is working with partners as soon as possible to apply an intelligent switchboard to promptly answer questions quickly.
