More than ever, public administration serving the people is being placed at the center, as a measure of citizen happiness. A favorable, transparent and humane administrative experience not only helps work "flow" faster, but also sows in life a feeling of relief, trust and peace of mind.
In Tay Ho ward, the spirit of administrative reform becomes a driving force to create a truly serving administration, where digital technology permeates every life experience.
U70 team leader
Among the peaceful streets of Tay Ho ward, when many people in their late afternoon were away from the garden and children, there were also old women in their 70s and 80s who were still tired of using their smartphones, "ledging" people to the digital world. They are members of the Digital Transformation Team, silent but prestigious people with a love for the community.
The image of Ms. Nguyen Thi Quang (Party Secretary, Head of the Digital Transformation Team of Residential Group 11, Tay Ho Ward) always present in the alleys of Residential Group 11 has long been unfamiliar to the people here. The smartphone is always there - sometimes opening the group's Zalo group, sometimes checking people's feedback, sometimes patiently guiding an old lady to update information. When asked if she was tired, she just smiled: "People believe in me, hard work becomes fun."
Ms. Quang admitted that at her age, she cannot be as good as the younger generation.But she was not discouraged.She said that technology "is not easy, but difficult is not too difficult".The important thing is attention, dedication and responsibility.The ward organized a training course, the Youth Union directly supported, Ms. Quang went home to continue to research and patiently learn each operation.
To become the people's trust as they are now, Ms. Quang and the Digital Transformation Team have gone through many difficulties.For the elderly, accessing technology is not easy.Some people don't remember today, but the next day she came to my house to guide me.Some people initially conservative: "Oh, you're old, what's wrong with your mother", she gently analyzed: "If you know how to use it, it will be convenient for me.The subsidy is slow, open it and know it right away, less having to ask questions, less trouble".
In the early days, many people resolutely did not install the eTax-Mobile application to pay taxes, keeping the habit of bringing cash to the agency. But gradually, when they understood the benefits, they excitedly showed her off: Im so lucky, Ive paid a lot of taxes. So much fun, Mrs. Quang!
Every time I go out, seeing the cheerful eyes and smiles of the elderly and children, I see the children excited: "What are you going to promote?" Ms. Quang clearly feels: all efforts are not in vain."When people are excited, I am happy.Helping them access technology, make life more convenient, see that they trust and love them that is my greatest joy, she shared.
For her, digital transformation is not only a task, but a bridge between people and modern society.In a short time, from those who are unfamiliar with technology, they have now become accustomed to using the application, proactively grasping information, and protecting their own rights.The happiness of the people becomes a strong source of inspiration, adding energy for her to continue to accompany them.
Age for Ms. Quang is not a barrier, but a testament to patience, prestige and love for the community. People trust, support and happily respond - that is the most precious reward, a great pride in her journey of dedication. And it is also a vivid proof: "Sometimes happiness is seeing others happy thanks to their contributions."
Many procedures are performed quickly
If Digital Transformation Teams are an extension of the hand that helps people access administrative procedures quickly and easily, then cadres in Tay Ho ward have also implemented many creative ways, making administrative procedures more convenient.
Essential services such as 3 in 1 birth certificate (birth registration - permanent residence registration - health insurance card issuance for children under 6 years old), marriage registration, marital status confirmation, electronic certificate or issuance of electronic extracts are done quickly, saving time, costs and effort.
A bright spot deployed by the ward is the hotline for administrative procedure declaration instructions on the National Public Service Portal, staffed by Bui Hien Anh.With proficient technological capabilities and a spirit of dedication, Hien Anh and her colleagues have supported hundreds of cases online.
Since its operation, the hotline has received more than 200 calls. Most of them are related to birth, death and confirmation of marital status. A common difficulty is operating on links, especially for older adults who forget their passwords or are not proficient in VNeID and the Public Service Portal. We provide timely support, detailed instructions on documents, procedures and announce results, helping people save time and effort, Hien Anh shared.
Mr. Nguyen Dinh Khuyen, Party Secretary, Chairman of Tay Ho Ward People's Council, said that thanks to attention and care, the work of serving the people has had a clear change. Recently, Tay Ho has maintained its leading position in the city in terms of the index of service for people and businesses. Administrative procedures performed online have reached over 94%, direct procedures have only increased to more than 5%.
Organizing checkpoints at cultural houses, schools, and health stations helps people not have to go to the headquarters but still complete their work. This affirms the model of local government at the grassroots level, close to the people, close to the people and brings satisfaction. The satisfaction rate of people at times is almost 100%, showing that people go because they can do the job, not having to travel many times like before.
Each cadre, party member, and citizen must start with their family, then with their agency, organization, and enterprise. We thoroughly grasp, propagate and implement, and at the same time have inspection, supervision, and ensure the quality of implementation. We believe that with this approach, each ward and commune will find a specific solution, helping people and businesses to implement, thereby achieving the goal of happiness during the term - Mr. Khuyen affirmed.
