Breakthrough thinking, improve service

BHG - On the journey to build a service-oriented administration, the provincial Party Committee and government have constantly innovated their thinking, taken drastic actions, and effectively implemented initiatives to reform administrative procedures. Thereby, not only improving the quality of service to people and businesses, but also contributing to building a government close to the people, for the people, strongly spreading the spirit of "taking people and businesses as the center of service".

BHG - On the journey to build a service-oriented administration, the provincial Party Committee and government have constantly innovated their thinking, taken drastic actions, and effectively implemented initiatives to reform administrative procedures. Thereby, not only improving the quality of service to people and businesses, but also contributing to building a government close to the people, for the people, strongly spreading the spirit of "taking people and businesses as the center of service".

To create a breakthrough in reviewing and announcing administrative procedures, the province has pioneered in integrating reform commitments right into the announcement document. Thus, instead of waiting for reviewing administrative procedures after implementation, factors such as online public services, digitizing records, connecting processes, electronic internal processing and shortening processing time are applied from the beginning. Currently, the province has 1,982 valid administrative procedures, of which 443 procedures have had their processing time shortened by 30%; 232 procedures have had their file components simplified, especially in the fields of judicial records, population and business management. The province is also providing 648 full-process online public services, 1,256 partial services and 543 completely digitized administrative procedures, without using paper records. The rate of handling administrative procedures on time and before the deadline at all 3 levels always reaches from 98% to approximately 100%. The rate of digitizing records reached 91.96%; issuing electronic results reached 92.11% with millions of information searches.

Staff of the Provincial Public Administration Service Center guide people to submit documents online at the public service KIOS.

If in 2022, the whole province had 205 centralized one-stop shops (SMBs), now there are only 201 SMBs. This is an outstanding result crystallized from the policy of arranging SMBs according to administrative boundaries, each commune has only one focal point. Specifically, the SMBs of Tran Phu Ward People's Committee ( Ha Giang City) and Dong Van Town People's Committee (Dong Van District), Meo Vac (Meo Vac District), Vinh Quang (Hoang Su Phi District) are reduced to the district-level SMBs to receive and handle all 267 commune-level administrative procedures in the area. This not only ensures professionalism and efficiency but also promotes the role of supervision and advice to the District People's Committee in state management. At the same time, it helps save costs on building headquarters, operating information technology systems, and enhancing publicity and transparency in handling administrative procedures.

Along with the above results, the province has implemented the policy of sending planned leaders to work at the Provincial Public Administration Service Center (PPSC), both to improve the quality of handling administrative procedures and to create a practical training environment. According to the assessment results in 2024, out of 25 officials from 19 departments and branches sent to work, 100% have excellently completed their tasks. This is also an important foundation for effectively implementing the "5 on-site" model (receiving, appraising, approving, stamping, returning results) in the digital environment right at the Provincial PPSC. Thanks to that, the rate of files resolved before the deadline has increased from 8.25% (in 2021) to 99.63%, on-time is 0.05%, overdue is only 0.32%.

In addition, the Provincial Public Service Center also deploys a public service KIOS model to help look up public service information and submit documents online. The KIOS devices are scientifically arranged, have a friendly interface, fully integrate information about administrative procedures, implementation processes, accompanying forms, along with the feature of submitting documents online right on the spot. This not only helps people and businesses easily access, look up and perform administrative procedures, but also contributes to shortening transaction time, reducing pressure on receiving staff, improving transparency and publicity in handling administrative procedures.

With the goal of taking people and businesses as the center of service, the province has put into operation the Public Service Information Switchboard 1022 (Switchboard 1022). This is both a channel to receive feedback and recommendations on delayed and troublesome behavior of officials, and an "electronic handbook" providing full information on administrative procedures (documents, processes, time, costs and implementation methods). In particular, Switchboard 1022 is also integrated with the service of registering to receive and return results at home via public post, contributing to saving time, costs and promoting comprehensive digital transformation. The Department of Science and Technology has applied artificial intelligence (AI) on the Switchboard 1022 platform to provide smart, appropriate answers for each specific case. This combination creates a 24/7 support system, opening up a new, friendly and effective approach for people when using online public services.

“Leaving no one behind” on the digital transformation journey, the Provincial People's Committee has cooperated with the United Nations Development Program (UNDP) in Vietnam to implement the initiative “Improving access to online public services for people in remote, isolated areas, and ethnic minority areas in extremely disadvantaged communes”. This initiative, implemented in 4 communes in Bac Quang and Xin Man districts, has special significance, because for the first time, people in remote areas with inadequate infrastructure can submit administrative procedures online right at their place of residence. Thereby, not only helping to save time and costs but also opening the door to equitable access to modern public services...

The impressive results once again affirm the province's strong determination to reform administrative procedures, opening up the journey to create a modern, transparent administration that puts people and businesses at the center of service. This is also an important foundation for the province to promote sustainable socio-economic development in the digital age.

Article and photos: THU PHUONG

Source: https://baohagiang.vn/chuyen-muc-cai-cach-hanh-chinh/202506/but-pha-tu-duy-nang-tam-phuc-vu-4f245fe/