Officials at the Public Administrative Service Center of Dai Phuoc commune guide residents in carrying out administrative procedures. Photo: Ho Thao

The shared objective is to serve citizens in a faster, more convenient, and more effective manner.

Streamlining procedures

Recently, at the Public Administrative Service Center of Dai Phuoc commune, the image of citizens completing procedures within a short time and leaving with satisfaction has become increasingly familiar. From seemingly small adjustments in working methods, the local administration is gradually narrowing the gap between “service” and “satisfaction.”
Pham Son Dien, Director of the Public Administrative Service Center of Dai Phuoc commune, said the highlight is the implementation of on-the-spot resolution and result delivery for frequently arising procedures, particularly authentication, which accounts for about 70% of dossiers. Since early March 2026, authorizing the Center Director to carry out authentication has helped shorten the entire process, with citizens needing only around 10 minutes to complete procedures.
Beyond that, the commune has also established an online public administrative support team via Zalo groups. Through this channel, residents can easily raise questions and receive prompt guidance and explanations from civil servants of the center and related divisions. Notably, people are supported in submitting online dossiers from home through step-by-step illustrated instructions or direct guidance via Ultraview software. In the first quarter alone, this support channel handled more than 400 inquiries.

Nguyen Thi Hong, a resident of Dai Phuoc commune, shared that this is a very practical approach. When joining the Zalo support group, all questions are answered promptly, and detailed step-by-step instructions are provided so residents can submit documents from home, saving considerable time and effort.
According to Pham Son Dien, Director of the Public Administrative Service Center of Dai Phuoc commune, since operating the two-tier local government model, Dai Phuoc commune has consistently aimed to build a service-oriented administration, taking citizen satisfaction as the highest measure. On that basis, the locality has synchronously and effectively implemented solutions across seven areas of administrative reform, with several areas achieving notable results, contributing to improved service quality and strengthened public trust.
Bui Duy Dung, Vice Chairman of the Tan Quan Commune People’s Committee, said that since the merger and operation under the two-tier local government model, the commune has consistently maintained a high ranking in administrative procedure settlement. He also pointed out that the decisive factor lies in organization and personnel, where leaders must firmly grasp operational process and regularly update new legal documents, while staff must have competence and practical experience.
One notable feature of the commune’s approach is the application of information technology in management and dossier processing. Each administrative procedure has its own Zalo group to monitor the entire process. From reception, handling, and supervision to approval and result delivery, all stages are continuously updated, ensuring smooth and uninterrupted information flow. “Thanks to this, many dossiers are processed within the same day, even outside office hours; officials can handle work anytime and anywhere, including during business trips, thereby minimizing delays,” Bui Duy Dung emphasized.

Creating comprehensive changes

Not only in these localities but also across the province, administrative reform in the first quarter of 2026 continued to be implemented in a synchronized manner, achieving many positive outcomes. According to the Provincial People’s Committee, the one-stop-shop and interconnected one-stop mechanisms have proven highly effective, with nearly absolute on-time resolution rates: 99.84% at the department level and 99.4% at the commune level.

During the first quarter of 2026, the direction and management of administrative reform across the province continued to be carried out decisively and synchronously. The Provincial People’s Committee issued various plans and documents to specify tasks, strengthen inspection and supervision, and enhance the responsibility of heads of agencies, units, and localities.

At the same time, the rate of online dossiers reached 99.93%, showing that online public services have become increasingly substantive. The digitization of dossiers and settlement results reached nearly 99%, while the rate of data reuse stood at 65.55%, significantly reducing time and costs for citizens and businesses. In parallel, the province announced 843 administrative procedures while reviewing, cutting, and simplifying internal procedures, ensuring 100% are streamlined and efficient.
In particular, inspection of administrative reform was also strengthened. Through working sessions at the grassroots level, many localities showed clear positive changes in implementation.
According to Ha Thanh Tung, Deputy Director of the Department of Home Affairs, inspections not only aim to record results but also promptly identify shortcomings and difficulties in order to provide guidance, make adjustments, and propose solutions. This contributes to enhancing the effectiveness of administrative reform and improving the quality of administrative procedure settlement at the local level. On that basis, the province will continue to strengthen administrative discipline and raise the responsibility of leaders and officials, ensuring that

administrative procedures are handled transparently, complying with the administrative procedures. At the same time, localities are able to review and refine processes, enhance the effectiveness of one-stop division, and move towards building a professional and modern administration that takes citizen satisfaction as a benchmark.
It can be seen that from specific innovations at the grassroots level to synchronized direction from the provincial level, administrative reform across the province is gradually becoming more in-depth. Once the citizen convenience is placed at the center, each small improvement in working methods contributes to building an increasingly citizen-oriented, efficient, and sustainable administration.