Quảng Ninh triển khai, tối ưu mô hình Trung tâm phục vụ hành chính công | VTV24

Key Concepts:

• Chính quyền địa phương hai cấp: A two-tier local government model.
• Trung tâm phục vụ hành chính công: Public Administrative Service Center.
• Dịch vụ công trực tuyến: Online public services.
• Mô hình chính quyền địa phương hai cấp: Two-tier local government model.
• Sắp nhập đơn vị hành chính cấp huyện, cấp xã: Merger of district-level and commune-level administrative units.
• Quy trình rõ ràng, cụ thể: Clear and specific processes.
• Mô hình trung tâm phục vụ hành chính công một cấp: One-tier Public Administrative Service Center model.

Summary:

1. High Volume of Online Administrative Procedures Handled

At 10:00 AM in the Quảng Ninh Provincial Public Administrative Service Center, despite a seemingly quiet front area, a significant volume of work is being processed behind the scenes. Numerous administrative procedures and documents are handled daily by staff entirely within the online environment. A screen displays statistics on the number of hồ sơ (applications/documents) processed by the center since May 1, 2025, when Quảng Ninh began operating its two-tier local government model. Out of over 276,000 hồ sơ received, more than 230,000 were processed online. This figure indicates a growing habit among citizens to use online platforms for administrative procedures.

2. High Rate of Online Administrative Procedure Resolution

"In the past period, our rate of resolving administrative procedures through online public services has reached over 97%," stated a representative. "This means the number of citizens using information technology applications for electronic transactions has also increased significantly." The representative further emphasized that "all resolution results are strictly controlled by us, so the public's approach to online public services is also achieving the results we desire." The ultimate goal is for citizens to exclusively use online public services, eliminating the need to visit public agencies for administrative procedures as in the past.

3. Seamless Transition During Administrative Unit Mergers

Since May 1st, with the implementation of the policy to merge district-level administrative units and reorganize commune-level administrative units, the processing of administrative procedures for citizens at the Public Administrative Service Center has not been interrupted. Prior to this, the center proactively reviewed and rearranged processes, resolving issues at each stage to align with the two-tier government model. Each department, each level, and each type of procedure has a clear and specific process. As a result, the staff at the centers, from the provincial to the commune level, are proactive in understanding new regulations, legal document innovations, and hồ sơ processing procedures. This has led to hồ sơ for citizens and businesses being resolved on time, and in many cases, even ahead of schedule.

4. Innovative Staffing Model for Enhanced Efficiency

"Currently, we are piloting a model where, at the provincial level, one officer handles administrative procedures for four departments. At the commune level, all staff of the center are handling administrative procedures on behalf of officers from specialized departments," explained a representative. This approach allows center staff to be proactive in receiving hồ sơ from citizens. Officers from specialized departments and agencies can then dedicate their time to professional advisory work and post-inspection. All transactions involving citizens and businesses will be handled by the Public Administrative Service Center.

5. Experimentation with a One-Tier Public Administrative Service Center Model

To further optimize and test the new model for better public service, Quảng Ninh province is continuing to pilot a one-tier Public Administrative Service Center model, directly under the Provincial People's Committee.

Conclusion:

Quảng Ninh province has successfully transitioned to a more efficient administrative system by embracing online public services and adapting its operational model during significant administrative unit mergers. The implementation of clear processes, proactive staff training, and innovative staffing models has resulted in a high rate of online procedure resolution, timely service delivery, and a positive shift in citizen engagement with public services. The ongoing pilot of a one-tier service center model signifies a continued commitment to optimizing public administration for the benefit of its citizens and businesses.