Increasing Citizen and Business Satisfaction
In implementing Resolution No. 57-NQ/TW dated December 22, 2024, by the Party Central Committee on “Breakthrough Development of Science, Technology, Innovation, and National Digital Transformation,” the Hanoi People’s Committee has actively carried out specific local tasks in line with the spirit and guidance of the resolution.
At Branch No. 1 of the Hanoi Public Administration Service Center, there is no longer the situation of citizens lining up from early morning to get service numbers.
Hanoi is the first locality to complete the pilot project and establish the Public Administration Service Center under Resolution No. 108/NQ-CP dated July 10, 2024, piloting the one-level model directly under the provincial People’s Committee. This marks a concrete step forward.
After more than six months of operation, the Hanoi Public Administration Service Center has continuously worked to realize its principles: smart administration, dedicated service, streamlined efficiency, and focused resource allocation. The Center operates 12 regional branches with 30 service points equipped with technology for citizens to carry out administrative procedures independently and for digital record management.
The Center also provides free consultation and guidance, streamlines document reception, restructures administrative procedures for secured transactions, configures electronic procedure processes, enhances features in the iHanoi app, accepts certain “cross-boundary” procedures, and implements “green lanes” to shorten processing time, supporting GRDP growth of over 8%.
Thanks to systematic implementation, the Center has received strong support and high appreciation from citizens and businesses.
Mr. Bach Hung Khanh (Xuan La Ward, Tay Ho District) shared: “Previously, we were reluctant to go for passport procedures because it took too much time and required multiple trips. At the Center, we are very satisfied. Staff guide us enthusiastically; using the online procedure takes only about five minutes, saving a lot of time. Even though we are older and not proficient in technology, staff guide us carefully, and we are very happy.”
Similarly, Mr. Nguyen Trong Hau (Co Nhue Ward, Bac Tu Liem District) said: “With the branches in operation, handling administrative procedures here is very convenient. At the Tay Ho branch, we no longer need to travel across three administrative levels; one location provides all procedures, saving citizens and businesses a lot of time. We hope this model will be expanded across the city so everyone can benefit.”
Citizens at the service center are guided attentively by staff
Ms. Ha Thi Anh Hong, Director of Operations, Maritime Commercial Joint Stock Bank (MSB), stated that since the implementation of the “green lane” for priority business procedures, MSB only needs 1-2 staff for administrative tasks without queuing. Phase one has proven successful, and in the coming days, MSB will continue to handle results for credit institutions and cross-boundary processing of secured transaction files.
Implementing Multiple Solutions to Best Support Citizens and Businesses
During the initial implementation phase, branches of the Hanoi Public Administration Service Center encountered some difficulties; however, each branch developed methods and solutions to provide the best support and service for citizens and businesses.
The rapid and flexible adaptation of the Center’s branches demonstrates a clear action-oriented, citizen-centered approach. Without delay or rigid procedures, branch leaders proactively proposed and implemented many new, practical models, effectively addressing administrative “hot spots.”
Branch No. 1 of the Hanoi Public Administration Service Center is tasked with handling administrative procedures for multiple municipal departments, the Tay Ho District People’s Committee, and 18 ward-level People’s Committees. A distinctive feature of Branch No. 1 is its responsibility for procedures related to the Hanoi City Land Registration Office, the Center’s Land Registration Office, and the Tay Ho District Land Registration Office.
Citizens coming to complete procedures at the City Public Administration Service Center branches do so in a cheerful and relaxed manner, within an open, friendly, and dedicated service environment.
“The volume of administrative procedures from banks and real estate companies is very large. We realized that if companies and banks submit their procedures through the standard process, it would affect the efficiency of administrative services for citizens and other organizations. Therefore, we proposed separating document flows and enabling online submissions to support banks and companies in handling the large number of files. Within a few days, we cleared thousands of files for real estate companies.
The branch boldly proposed new solutions to allow staff to work in spacious, green environments, with nearly all files processed digitally. Work efficiency soared, and staff no longer had to queue,” shared Mr. Bui Duong, Director of Branch No. 1, Hanoi Public Administration Service Center.
Highlighting innovations that have clearly improved citizen service, Ms. Nguyen Thi Viet Ha, Director of Branch No. 4, said the branch operates according to the Center’s model. To assist elderly citizens completing procedures at Branch No. 4, the Center arranges staff to guide them into the branch, ask which procedures they need, provide consultation, fill out forms on their behalf for signature, digitize documents, and invite them to the counter for priority service. Citizens visiting the branch experience a cheerful and relaxed attitude in an open, friendly, and dedicated service environment. To ensure completion of workloads, starting from April 2025, officers and civil servants at Branch No. 4 actively work 10 hours per day or more.
In the same spirit of providing the best service for citizens and businesses, Mr. Nguyen Hoang Long, Deputy Director in charge of the Customer Support Center at the Hanoi Public Administration Service Center, stated: “Our Center has developed a multi-channel business support plan. This initiative stems from surveys at companies, which revealed that businesses, especially newly established ones, face many difficulties accessing administrative services. From this, we developed the multi-channel support model. This model was piloted at Branch No. 1 and will be expanded in the near future. Additionally, the Center has produced visual instruction videos and maintains the 1022 hotline to receive and respond to all feedback from citizens and businesses”.
N.Hoa