Improving quality of commune-level public administrative service centers

Dong Nai has recently concentrated on improving the quality of operations at commune-level public administrative service centers (PASCs), making them more modern, professional, and citizen-centric.

Residents receive guidance and support in accessing online public services at the Nhon Trach ward PASC. Photo: Ho Thao

From reforming document reception procedures to investing in infrastructure and supporting online public services, many localities have proactively implemented models suited to local conditions to enhance the quality of administrative procedure processing at the grassroots level.

Innovation begins right from public service delivery

Residents no longer have to sit in crowded waiting areas just to wait for their numbers to be called. At the Xuan Hoa commune PASC, many people can now comfortably step out for a drink or attend to personal matters without worrying about missing their turn. This small yet practical improvement is helping make operations at commune-level one-stop shop divisions more convenient, civilized, and citizen-friendly. A notable feature at the center is the introduction of a “vibrating pager” model, which supports residents while they wait for their administrative procedures to be processed.

According to Dao Duc Quy, Deputy Director of the Xuan Hoa commune PASC, each resident is provided with a small vibrating device after submitting their documents. The device vibrates and alerts residents when their turn arrives, allowing residents to attend to other matters or step out briefly without worrying about missing their turn. Once alerted, they return to complete their procedures. This approach helps reduce congestion in the waiting area while creating a more comfortable and convenient experience for residents.

In addition to reforming the calling system, many localities have established support teams at one-stop shop divisions to assist residents in accessing and using online public services.

At Nhon Trach ward, Pham Phu Le Long, Director of the ward’s PASC, said that in addition to the Community Digital Technology Group, the locality has established a Technology and Professional Support Team to assist with administrative procedure processing. The team operates regularly at the PASC to enhance service efficiency, contributing to the implementation of administrative reform and comprehensive digital transformation goals.

With members from multiple sectors, the task force is responsible for providing direct support to residents, particularly vulnerable groups, in completing administrative procedures in the electronic environment. The team also receives and addresses basic technical issues while promptly reporting complex incidents to higher-level authorities for handling. In addition, the task force conducts regular inspections of infrastructure, equipment, and information technology systems to ensure the smooth operation of the ward’s PASC.

Leaders of the Gia Kiem commune PASC speak with residents visiting the center to complete administrative procedures. Photo: Ho Thao

Nguyen Van Hoang, a resident of Nhon Trach ward, shared that he previously had to rely on relatives for assistance whenever submitting documents online because he was unfamiliar with using a smartphone. However, after receiving direct guidance from officials at the one-stop shop division, the process has become much more convenient. For some procedures, he can now submit documents from home without having to travel back and forth as before.

Thanks to support models implemented directly at one-stop shop division, the rate of online public service applications in Nhon Trach has continued to increase, with many applications processed ahead of schedule, helping residents save time and travel costs.

Synchronous investment in one-stop shop facilities 

Alongside reforming service methods, many localities in Dong Nai are also prioritizing the upgrading of infrastructure and operational conditions at commune-level PASCs.

In Gia Kiem commune, the large number of residents visiting the PASC during its initial phase of operation caused the previous facility to become inadequate for meeting service demands. In response, the locality proactively repaired, upgraded, and reorganized the center’s workspace to make it more modern and convenient for residents.

According to the first-quarter 2026 Administrative Reform Report issued by the Dong Nai City People’s Committee, the rate of on-time processing of administrative applications in the city has remained at a very high level, with the commune-level rate reaching 99.4 percent. This is considered one of the results reflecting the effectiveness of efforts to improve the quality of the commune-level PASC system.

Since late September 2025, the Gia Kiem commune PASC has officially operated at its new location. The document reception area has been equipped with an automatic numbering system, information display screens, computers, scanners, and a dedicated support area to assist residents in digitizing their own application files and submitting online public service applications on site. Many elderly residents visiting the center to complete administrative procedures are directly guided by officials in scanning documents, uploading files to the system, and making online payments. The entire process is carried out at the center, providing residents with greater convenience compared to the past.

Bui Nguyen Trung Thong, Deputy Director of the Gia Kiem commune PASC, said that in addition to investing in facilities, the locality has focused on improving the quality of services provided to residents. The center assigns support staff at service counters, provides QR codes and instructional videos for administrative procedures, and offers free Wi-Fi and drinking water to create a more friendly and convenient transaction environment. The locality considers each application processed on time and each expression of resident satisfaction as a measure of the center’s operational effectiveness.

In addition to reforming service models and investing in facilities, many commune-level PASCs in Dong Nai are also accelerating digital transformation throughout the entire process of receiving and processing administrative applications.

In Binh Phuoc ward, which ranked first in the 2025 Administrative Reform Index among the province’s 95 communes and wards, now under Dong Nai City, the receipt of online applications, document digitization, and progress tracking in the electronic environment have been implemented in a synchronized manner at the one-stop shop division. Officials and civil servants are required to be proficient in using shared information systems and to promptly update application records to ensure complete and accurate data. The application of technology enables local authorities to monitor the processing progress of applications in real time, promptly identify delays for corrective action, and enhance transparency and openness in the handling of administrative procedures.

Currently, all 95 commune-level PASCs in Dong Nai City are operating stably, meeting the requirements for receiving, processing, and returning results for administrative procedures for residents and businesses. After nearly one year of implementing the two-tier local government model, Dong Nai City has prioritized resources to invest in information technology infrastructure to support the operation of the commune-level one-stop shop system. For the PASCs and commune-level application reception and result delivery divisions alone, more than 42.75 billion VND has been allocated for the installation of information lookup systems, automatic numbering systems, information display screens, and equipment serving residents.

From small-scale initiatives such as vibrating pagers and technology support teams to investments in infrastructure and the digitization of document processing, commune-level PASCs in Dong Nai are gradually transforming both their operational methods and service mindset. When residents receive faster, more convenient support and express greater satisfaction, this serves as a clear indicator of the effectiveness of administrative reform efforts at the grassroots level.

By Ho Thao – Translated by Minh Hong, Thu  Ha