Digital literacy" at the one-stop counter
On Saturday morning, Mr. Doan Minh Sang came to the Binh Thanh Ward Public Administrative Service Center (HCMC) to carry out procedures for authenticating signatures and certifying papers. Initially, he was still confused when operating online, he was guided step by step by officials and volunteers, completing electronic dossiers after about 20 minutes. He highly appreciated the dedicated support, especially for the elderly, helping people solve procedures conveniently without having to take leave during the week.
Ms. Vu Thi Hoi Diem - Deputy Director of the Binh Thanh Ward Public Administrative Service Center - said that the unit focuses on serving people through online application processing. The Center has proactively arranged on-site computer systems and standing volunteers to guide people - especially the elderly and those who are not proficient in technology - to step by step log in and complete application submission.
According to Ms. Diem, Binh Thanh ward is implementing "Digital People's Education" to help all people, regardless of age or level, easily access online public services. This solution helps shorten processing time and reduce pressure on the receiving department. At the same time, the ward operates Mini App on Zalo for people to update information, look up, make appointments and be served quickly when coming to complete procedures.
Ms. Diem emphasized that administration must take people as the center. All technology applications need to originate from practical needs, thereby improving service quality and strengthening people's trust.
Digital transformation closely follows practical needs
Ms. Tran Thuy Minh Y - Deputy Director of the Tan Thuan Ward Public Administrative Service Center - informed that about 90% of workers in the locality are export processing zone workers, port workers and general laborers. Due to the nature of the job, the demand for electronic records is mainly concentrated in the management group, and many workers still need certified paper records when carrying out procedures.
Starting from that reality, Tan Thuan ward determined the motto of resolving procedures based on actual needs instead of chasing after formal digitalization targets. For the fields of civil status, land and economy, the locality has implemented digitalization at a high rate from 80% to 100%. Specifically for the field of certification, the center handles flexibly according to the wishes of the people.
In order to support people to access technology, the ward arranges officials and volunteers to be on duty to "hold hands and guide", guiding people to operate directly on smartphones. For special cases such as pregnant women, people raising young children or people with civil act incapacity, the locality prioritizes early resolution, even sending officials to their homes to support.
Thanks to the implementation of synchronous and practical solutions, Tan Thuan ward has not recorded any negative feedback from people in the past time. The rate of dossiers resolved correctly and ahead of schedule reached 100%.
Breakthrough in management and digital transformation
Mr. Pham Ngoc Muon - Secretary of the Party Committee, Chairman of the People's Council of Phu Dinh ward, shared that after the merger, although the population size increased and the staff size decreased, the ward still proactively arranged appropriate personnel, ensuring smooth operation.
The transition from the "collective discussion" mechanism to the "head" regime helps improve the responsibility of the head, shortening the processing time. Along with that, the ward promotes digital transformation in the direction from "management" to "service", receiving and resolving 25,973 dossiers, reaching 100% on time and ahead of schedule; the satisfaction level of people and businesses reaches 100%.
To bring the government closer to the people, the ward maintains 59 Community Digital Technology Groups and implements the model "Morning Coffee with People - Accompanying Digital Transformation", strengthening listening and supporting people.
