Bringing citizens closer to digital public administration

Officials at the Phu Nghia Commune Public Administration Service Center guide residents through administrative procedures. Photo: Hai Yen

Nevertheless, with a strong sense of responsibility, staff members at the commune’s Public Administration Service Center (PASC) remain committed to supporting residents in completing administrative procedures and striving to process 100% of procedures in a digital environment.

Removing digital barriers

Le Thi Hue, a resident of Khac Khoan Hamlet, came to the PASC seeking assistance in obtaining a copy of her son’s birth certificate after changing her mobile phone and losing access to her VNeID account. At the same time, Thi Phuong from Hamlet 3 visited the center for help in reinstalling VNeID to complete judicial-related procedures. While Hue could not remember her password, Phuong could not even recall her own date of birth.

Vo Thi Nhu Hiep, a staff member at the center, personally assisted Phuong. After checking her identification card, reinstalling the application, and explaining how to use it, Hiep carefully wrote down the VNeID password on a piece of paper and handed it to Phuong for safekeeping. Cases like those of Hue and Phuong are common. Almost every day, officials at the center encounter residents facing similar difficulties and provide patient assistance.

Following the administrative merger with the former communes of Phu Van and Duc Hanh, Phu Nghia now covers more than 279 square kilometers and has a population of over 33,600 people. Twenty-four ethnic groups live in the commune, with ethnic minorities accounting for approximately one-third of the population. Many residents, particularly ethnic minority groups and elderly citizens, still face challenges in accessing digital technology. Some are illiterate, do not own smartphones, or have never logged into a VNeID account. As a result, completing online administrative procedures can be difficult.

According to Hiep, when residents are asked about their Level-2 digital identification account, or VNeID, many say they are unfamiliar with it or have never used it. In such cases, center staff must coordinate with the police to verify identities, recover account information, and guide residents through the login process. These cases often require 15–20 minutes or longer, especially when residents cannot remember their phone numbers or do not own smartphones.

“Some people cannot even recall their date of birth. Others have phones that are too outdated to install the application. In such situations, staff use office devices to help residents log in and complete their applications, then immediately log out afterward to ensure data security,” Hiep explained.

For residents who cannot read or write, staff members also assist with tasks many take for granted, such as writing applications, filling out forms, and reading declarations aloud for confirmation. Although these cases require more time, staff continue to provide dedicated support.

“Despite the increased workload, it is rewarding to help residents successfully complete their procedures, especially those struggling with technology. It is both our responsibility and our motivation to keep improving,” Hiep said.

Pham Van Tuan, Director of the Phu Nghia Commune Public Administration Service Center, noted that from its first day of operation, the center adopted the principle of prioritizing citizen service. In addition to professional staff, the center deploys personnel to help residents recover VNeID passwords, access the National Public Service Portal, and submit applications online. The goal is to provide the highest possible level of support.

The center has also publicly posted administrative procedures in reception areas, assigned staff to provide continuous guidance, and mobilized youth union members and local militia forces to assist residents with digital procedures.

Improving public service delivery

Alongside increasing workloads, officials at the center have had to adapt to new responsibilities following the implementation of the two-tier local government model. Many procedures previously handled at the district level have now been transferred to commune authorities, requiring staff to continuously update their knowledge and professional skills.

However, according to Tuan, the greatest challenge is not the volume of work but ensuring that every resident receives thorough and attentive service while maintaining processing efficiency.

“Our principle is to finish the work, not to watch the clock. As long as residents are still waiting, our staff will continue accepting applications. Tasks such as organizing and finalizing documents can be completed outside office hours, but under no circumstances should residents be turned away simply because working hours have ended,” he emphasized.

This commitment has become even more evident as the center participates in Dong Nai’s special 500-day-and-night emulation campaign under the theme: “Unity – Discipline – Efficiency – Breakthrough, building a civilized and modern Dong Nai.” Under the campaign, the center aims to accelerate administrative reform and digital transformation, placing citizens and businesses at the heart of public service delivery. Its targets include processing 100% of administrative procedures digitally, digitizing all records, implementing digital signatures and electronic archiving, and achieving a citizen and business satisfaction rate of at least 95%.

“Our staff fully support and are enthusiastic about this campaign. It is not only a task but also a source of motivation to improve service quality. We are committed not only to meeting the city’s targets but also, in some areas, to surpassing them. Since implementation began, the rate of overdue applications has decreased significantly,” Tuan said.

Nguyen Thi Diem Kieu, a resident of Hamlet 3, shared her experience: “I came to the center to obtain a certificate of marital status. My declaration form was incomplete, and the staff helped me correct it. The officials here are very supportive, friendly, and professional, so I am very satisfied.”

Beyond office-based services, the center has also launched the “Saturday with the People” program. This mobile public administration initiative brings services directly to villages while maintaining staff on duty at the center.

Two weeks before each visit to a village, the center gives advance notice so that residents can come to the village cultural house to complete administrative procedures if needed. In addition to handling administrative procedures, the center also coordinates with local police to activate VNeID accounts for residents. It also provides guidance on using online public services, activating Level-2 VNeID accounts, and recovering VNeID passwords through visual videos, while assigning staff to directly answer residents' questions.

Hoang Thanh Thao, Head of Hai Can Hamlet, said the hamlet has 469 households with more than 1,800 residents. When the program was introduced, about 70% of households participated in completing procedures related to VNeID registration, birth certificates, and land administration. “People are very pleased and satisfied. I hope the program will be expanded to all hamlets in the commune so that more residents can benefit,” he said.

In a remote commune with a large ethnic minority population, such as Phu Nghia, every successfully processed application represents more than the completion of an administrative procedure. It also signifies progress in narrowing the digital divide and helping residents gradually access e-government services and modern public administration. Guided by the principle of placing citizens at the center of service delivery and driven by the determination to successfully implement the 500-day emulation campaign, officials at the Phu Nghia Commune Public Administration Service Center are working every day to provide administrative services that are more accessible, transparent, and citizen-friendly.

Regarding the implementation of administrative procedures during the 500-day-and-night campaign, we have thoroughly communicated the criteria: clear personnel, clear tasks, clear progress (timelines), clear responsibilities, clear authority, and clear results. We have no concept of waiting; we commit to completing all administrative procedures requested by residents on time or ahead of schedule.

Huynh The Yen, Vice Chairman of the Phu Nghia Commune People’s Committee.