Những giải pháp để Hà Nội đưa dịch vụ công đến gần người dân hơn | VTV24

Key Concepts

• Dịch vụ công lưu động: Mobile public service model.
• Chính quyền hai cấp: Two-tier government system.
• Số hóa: Digitalization.
• Cải cách thủ tục hành chính: Administrative procedure reform.
• Công dân số: Digital citizen.
• Bộ máy hệ thống chính trị: Political system apparatus.
• Kết luận 202: Conclusion 202 (issued by the Politburo and Secretariat).

Mobile Public Service Model in Hanoi

Hanoi has launched a mobile public service initiative, bringing administrative procedures directly to community cultural houses. The primary goal is to facilitate access for citizens, particularly the elderly, vulnerable individuals, and those in remote areas, eliminating the need for long-distance travel. This initiative aims to bring public services closer to the people and bridge the digital divide.

The pilot phase of this mobile service model, implemented by the Hanoi Public Service Center, has shown significant positive results. In My Duc commune, where a large ethnic minority population faces geographical challenges, residents can now complete essential administrative tasks such as civil status registration, residency permits, insurance, land matters, and small business registration within minutes at the mobile service vehicle, a stark contrast to the previous need to travel tens of kilometers. This innovation exemplifies a government committed to citizen satisfaction as its measure of success.

Efforts in Administrative Reform

The success of practical and innovative models like the mobile public service highlights local efforts to reform administrative procedures and make public services more accessible, especially for vulnerable groups. This aligns with the principle of a service-oriented government that prioritizes citizen satisfaction.

To ensure effective and synchronized reform across the entire system, the Politburo and Secretariat have issued Conclusion 202, addressing the operational status of the political system apparatus and the two-tier local government. This conclusion mandates the review and immediate abolition of unnecessary procedures and emphasizes enhancing the quality and effectiveness of online public services. These tasks are required to be completed by December 15th of the current year.

Challenges and Solutions in Implementing the Two-Tier Government Model

Ms. Hoang Hien Hanh, Head of the Reorganization and Organization Department of the One-Stop Service Center of Hanoi, discussed the challenges encountered after four months of implementing the two-tier government model. While the model has yielded positive results, improving convenience for citizens and administrative processes, some difficulties persist.

Key Challenges Identified:

• Difficulty in Online Procedure Application: Some communes and wards struggle with applying online administrative procedures for citizens.
• Interconnected Procedures: For interconnected administrative procedures involving multiple ministries, sectors, and levels, officials sometimes experience confusion.
• Continued Reliance on Paper Documents: Citizens still need to bring physical documents to service centers.

Hanoi's Response and Future Plans:

The city has tasked the Public Service Center, in collaboration with relevant departments and units, to identify priority procedures for digitalization. The aim is to ensure that by the end of 2025, citizens will no longer need to travel multiple times to complete administrative procedures.

Innovative Models for Public Service Delivery

Hanoi has proactively implemented various creative and flexible models to assist citizens with public administrative procedures during the initial phase of the two-tier government model.

Two Key Innovative Models:

1. Community Public Service Points: Bringing administrative procedures to urban areas, residential complexes, and apartment buildings.
2. Mobile Service Vehicles: Reaching remote and challenging areas.

A notable example is a mobile service vehicle deployed to Ba Vi commune, serving 98% ethnic minority residents. These models not only facilitate administrative procedures but also equip citizens with digital skills. The city's motto, "The city accompanies, digital citizens participate," underscores a commitment to supporting citizens in making online public services more substantive.

Meeting the December 15th Deadline

In response to Conclusion 202, Hanoi is urgently reviewing administrative procedures and recognizes that significant work remains before the end of the year.

Key Areas of Focus:

• Online Public Service System: Improving the convenience of online application submission and digital signature capabilities.
• Administrative Procedures: Streamlining procedures to allow for reuse and greater convenience in application submission.
• Personnel: Enhancing the digital skills and capacity of civil servants to better assist citizens with administrative procedures.

Hanoi is committed to accelerating digitalization, bringing administrative procedures closer to citizens, and ensuring that no citizen faces difficulties when completing these processes.

Specific Goals for the Remainder of the Year

By the end of the year, Hanoi aims to achieve:

• 100% of administrative procedures connected to data.
• 100% of procedures digitized and uploaded to the system for reuse, reducing the need for citizens to travel multiple times.

The Public Service Center is a crucial link in a larger system involving various departments, sectors, and units, requiring support from ministries and central agencies to effectively assist citizens and ensure smooth administrative processes.

Towards a Digital and Citizen-Centric Administration

The review and abolition of unnecessary procedures, along with the enhancement of online public service effectiveness and digital skills training for one-stop service staff, are not just immediate requirements but also preparations for a truly digital, intelligent, and citizen-serving administration. Ultimately, administrative reform is about more than just simplifying procedures; it's about fostering citizen trust, ensuring they feel heard, and are well-served. Only then can administrative reform truly become a part of everyday life.