Service quality improvement for people and businesses

​People resolve administrative procedures at the Provincial Public Administration Center

Proactive innovation

Mrs. Nguyen Thi Thanh Thao, Director of Dong Nai Provincial Public Administration Center, said: “To improve service quality, quickly and conveniently handle jobs for organizations and individuals, Provincial Public Administration Center actively innovates and improves the method of publicizing administrative procedures, created channels for people and businesses to easily look up information about administrative procedures, check information on the processing status of dossiers and reflect public service quality recommendations ”.

Typically, the Center applies electronic file management software (Egov) in the process of receiving and returning the results of administrative procedures. All documents received are recorded on the software, at the same time, according to type of APR, the software will issue receipts with the code of the records, the appointment time to return the results as prescribed. The specialized units require additional records, suspend processing or return records are marked on the software and closely monitored. Thereby, support to track the results of periodic records settlement.

The center uses a camera system to monitor the time compliance of officials and civil servants, at the same time, to collect opinions to assess the level of people's satisfaction in resolving administrative procedures at counters through the iPad system installed at each counter. The Center also publicizes and lists administrative procedures in many forms, through various channels to help people and businesses easily look up information about administrative procedures, check information on the processing status of dossiers and reflect recommendations on the quality of public services such as: through posting at the central office, publicizing on the provincial portal, providing guidance and looking up information through the Public Service Call Center 1022.

Mrs. Phung Thi Bich Huong, Director of Dong Nai Customs Department, said: "From the beginning of 2020, Dong Nai Customs Department has actively "joined", strengthened solutions to remove difficulties and facilitate benefits to help businesses improve their coping capacity and combat difficulties caused by the Covid-19 epidemic. In which, there must consider the efforts to implement administrative reform”.

According to Mrs. Bich Huong, from the beginning of the year up to now, the Department has promoted the application of information technology to the professional management process such as: electronic clearance; tax collection / payment electronically 24/7; online public services; settlement of administrative procedures on the national and ASEAN single-window system; automatic customs supervision; consulting and answering questions for businesses through websites of Dong Nai Customs ... These solutions have shortened customs clearance time, facilitated, does not cause congestion, delay in import and export goods, and limit arising costs of storage and storage of businesses, minimizing costs for businesses.

Meanwhile, according to Mrs. Dang Thanh Thuy, Director of Department of Foreign Affairs, in order to continue promoting the results achieved in the efforts to reform administrative procedures, the Department is advising the Provincial People's Committee to issue a decision on the issuance of regulations to handle inbound and outbound delegations in the province. “There is a big change that the processing time for incoming delegations in the province will be shortened. For example, in the past, it took 3-5 days to process files for non-leaders, but now it is shortened to only 2 days. Meanwhile, the management of the delegation has also been shortened, from 10 days or more to only 7 days. This is one of the Department's efforts in implementing administrative reform”- Mrs. Thanh Thuy stated.

Efficency enhancement

Mr. Nguyen Thanh Tu, Director of the Department of Home Affairs, said that from the beginning of the year until now, in order to improve the efficiency of the OSS mechanism, the province has focused on strengthening human resources, reviewing and standardizing. administrative complaint settlement process; completing and upgrading the information technology system and facilities at the Public Administration Center of Dong Nai province, the first division of the district and commune levels; review the implementation of receiving administrative procedures at the branch along the Decision No. 1291/QD-TTg dated October 7, 2016 of the Prime Minister receiving and returning the results at the Provincial Public Administration Center and the district OSS department.

Along with that, implementing the Prime Minister's Decision No. 1380/QD-TTg dated October 18, 2018 approving the project of Joint implementation of administrative procedures: death registration, permanent residence registration elimination, entitlement to death/support for funeral costs/entitlement to funeral fees, the Provincial People's Committee has issued the implementation process on a local basis, organizing training for districts, cities, DOLISA, Insurance Provincial society, the Provincial Police received and resolved the application.

Mr. Nguyen Thanh Tu added that, in order to facilitate the people and enhance the efficiency of transparency and publicity in the implementation of the one-stop shop, the one-stop-shop mechanism, the province publicizes on the provincial portal, information portal on administrative reform of the province, online public service portal of the province on progress of administrative complaint settlement, proportion of dossiers handled on time or overdue by 20/20 departments, branches, 11/11 district People's Committees, 170/170 Commune People's Committee. In particular, the function of looking up the status of handling records of individuals and organizations is supported through many different means, thereby creating a basis for assessing the responsibilities of units and localities in ARP solution.

According to leaders of the Department of Home Affairs, in order to implement the interconnected mechanism, the province continues to expand the model of administrative non-boundary in receiving and returning dossier processing results. Accordingly, people can choose where to submit dossiers and receive results between the Public Administration Center of Dong Nai province and the OSS department at 11/11 district-level People's Committees with 29 APR in 6 fields. This is a new solution that creates more favorable conditions for people and businesses to submit and receive results of administrative procedures settlement.

Trang Thu