Long Ha advances service-oriented government

The Digital Literacy Movement, which is linked to administrative reform, is driving significant changes in Long Ha commune, Dong Nai City. From digital technology teams working closely with the community to dedicated staff assisting residents at the Public Administrative Service Center, Long Ha's Party Committee and local government are gradually establishing a modern, people-centered administration that measures its effectiveness by public satisfaction.

Dieu Kem, a resident of Bu Ka 2 village, receives guidance from Long Ha commune officials on logging into the VNeID application and accessing online public services using his smartphone.

People at the center of public service delivery

From early morning, the Long Ha Public Administrative Service Center has been busy with citizens arriving to complete administrative procedures. As the first person to receive a queue number that morning, Do Trong Thu, from village 6, Long Ha commune, came to apply for a business license for home-based cashew nut processing. After only a few minutes of guidance, he completed his application and received an appointment slip for receiving the results.

Thu said that, because of his busy work schedule, he had not had time to learn about the online application process. Before coming to the center, he had brought only his citizen identification card and thought he would need to submit many additional documents. "I thought I would have to make multiple trips because I hadn't researched the procedures in advance. But when I arrived, the staff provided very detailed and enthusiastic guidance, from filling out the information to completing the application. The entire process took just about 20 minutes. I was truly surprised that the procedures were resolved much faster and more conveniently than I had imagined," said Thu.

At the same time, Dieu Kem, from Bu Ka 2 village, Long Ha commune, came to apply for a land-use rights certificate. Kem said that applying digital technology to administrative procedures has brought many benefits to the public. However, for older people like him and many others in the village, using smartphones and online applications remains challenging. "I am not proficient in operating a smartphone. I often forget passwords, and I don't know how to access applications to complete procedures. Therefore, when I come here and receive dedicated support from the commune staff, I feel very reassured. I realized that I need to learn more and encourage my neighbors to use these services so that we can adapt to the current trend of digital transformation," said Kem.

At the Long Ha Public Administrative Service Center, staff not only receive and process applications but also devote considerable time to guiding people in setting up accounts, logging in to the online public service system, and installing and using digital applications for administrative transactions.

"We determine the level of citizen satisfaction not only by the prompt and timely resolution of procedures but also by the dedicated service attitude of our officials and civil servants and their closeness to the people. The center is creating a clear change, from reducing waiting times to supporting online submissions and providing dedicated guidance until results are received. This approach contributes to building trust and strengthening the connection between the local government and the people."

Mai Van Chuong, Deputy Director in charge of the Long Ha Public Administrative Service Center

Mai Van Chuong, Deputy Director in charge of the Long Ha Public Administrative Service Center, said the center's approach is to ensure that citizens do not encounter difficulties when accessing online public services. If citizens do not know how to complete a procedure or cannot submit an application online themselves, staff provide them with direct assistance. This helps people complete procedures quickly while reducing the number of applications returned due to incomplete or incorrect information. If citizens forget their appointment dates to receive their results, the center proactively contacts them by phone.

The center is currently receiving and processing 428 administrative procedures under commune-level authority, including 15 inter-agency administrative procedures. Since July 1, 2025, the center has received 7,458 applications. Of these, 7,331 applications have been processed, including 7,326 completed ahead of schedule, accounting for 99.93%, while the remaining five were processed on time.

Building digital families

Long Ha commune has a population of about 28,000, including approximately 4,000 people from the S’tieng ethnic minority group. This group also faces significant challenges in accessing digital technology. While the Public Administrative Service Center directly handles administrative procedures for citizens, community digital technology teams act as an “extended arm” of the local administration to bring digital transformation to every residential area.

Phung Thi Mai Huong, a specialist at the Culture and Social Affairs Department of the commune, said that previously many people, especially ethnic minority residents, rarely used smartphones. However, after the implementation of Project 06 and national digital transformation programs, demand for smartphones, VNeID installation, and digital applications increased significantly.

To support residents in accessing technology, the commune has established 23 community digital technology teams with 170 members serving 22 villages and the commune’s central area. These teams regularly visit village cultural houses or go directly to households to guide residents in installing applications, using online public services, making electronic payments, and utilizing digital services.

"We are building “Digital Families.” Each family will have at least one member who is proficient in conducting online transactions, and that person will support the remaining family members. To achieve this goal, the commune focuses on expanding digital transformation literacy among local secondary and high school students. It is a large, agile, intelligent, and technologically capable force. At the same time, the Youth Union and members of the commune's community digital technology teams are increasing their visits to villages, going door to door to deliver mobile public administrative services for ethnic minority residents and people with mobility difficulties, such as older people and people with disabilities, so that everyone can access and benefit from this policy."

Le Anh Nam, Secretary of the Party Committee and Chairman of the People's Council of Long Ha commune

Huong said that the first priority is to raise public awareness of the importance of digital transformation in daily life. "All transactions are shifting online, including payments for electricity, water, and telephone services, as well as using digital platforms to access public services. As a result, people will improve their awareness and proactively learn and adopt these services," said Huong.

The implementation of the Digital Literacy Movement in conjunction with administrative reform has produced positive results in the commune. To date, 99% of the commune's officials, civil servants, and employees have acquired basic digital skills and been proficient in using digital platforms for their work. About 60% of adults possess basic digital skills, 90% of adults have a VNeID account, and 80% of workers in enterprises and cooperatives have acquired digital knowledge and skills.

At the same time, the proportion of businesses fulfilling their tax obligations online is increasing rapidly. Cashless payments for essential services are becoming increasingly common in residents' daily lives. Notably, by June 2026, the rate of online submission of applications, online payments and digitalization of results in the commune had reached 100%.

With these outstanding results, the People's Committee of Long Ha commune was selected to present a best-practice report at the conference reviewing administrative reform in 2025 and setting out key tasks for 2026 of Dong Nai City.

By Quang Minh – Translated by Minh Hong, Thu Ha