Toward a service-oriented administration

By improving service quality at the Public Administrative Service Center while developing models that shift the approach from "completing administrative procedures on behalf of citizens" to guiding them to "complete administrative procedures themselves," Bu Dang Commune is bringing about clear changes in the building of a digital government.

Staff at the Bu Dang Commune Public Administrative Service Center guide citizens in carrying out administrative procedures.

Through a range of appropriate and practical models and approaches, Bu Dang is gradually and clearly putting into practice the motto of placing citizens at the center of service, toward an administration that is closer to the people and serves them increasingly better.

Improving service quality

Following the administrative merger, Bu Dang Commune has a population of approximately 32,000, with ethnic minorities accounting for 17.5% and concentrated in four hamlets. In implementing the Politburo’s Resolution No. 57-NQ/TW on breakthroughs in science-technology development, innovation and national digital transformation, Bu Dang Commune has identified digital transformation as a key task, linked to the requirement for a strong shift from an administrative management approach to a service-oriented government.

According to Le Duc Tu, Director of the Bu Dang Commune Public Administrative Service Center, since July 1, 2025, when the two-tier local government model officially became operational, the center has received an average of about 100 citizens and business representatives each day to carry out administrative procedures. The number of people coming to conduct transactions is high, while most are unable to complete their applications online because they are unfamiliar with the procedural steps, do not have smartphones, or have forgotten their VNeID passwords. Therefore, when they need to carry out administrative procedures, citizens often ask staff members to do the work on their behalf.

In response to this reality, civil servants in Bu Dang Commune now assist citizens with administrative procedures while guiding them through each step. Citizens are then guided to observe and learn at kiosks, where videos providing specific instructions are displayed. The center has also installed computers, scanners, and photocopiers so that citizens can perform the tasks themselves. Through this process, they are gradually becoming familiar with conducting transactions in a digital environment.

Currently, the Bu Dang Commune Public Administrative Service Center has seven counters serving citizens in various fields. Staff members are assigned according to their expertise and regularly receive, guide, and process applications with a strong sense of responsibility, dedication, and thoughtfulness.

In the first seven months of 2026, the Bu Dang Commune Public Administrative Service Center received approximately 4,200 visitors seeking to have their administrative matters addressed. The fields generating the largest number of applications included land registration, justice and civil status, land and construction, and services for people with meritorious contributions. As a result, the rate of applications resolved ahead of or on schedule reached 100%; the rate of online application resolution reached 100%; and the online payment rate reached 100%. These results demonstrate the responsibility and dedication of the staff and show that efforts to promote digital transformation in resolving administrative procedures have initially produced many noteworthy outcomes.

"Through these specific actions, Bu Dang is gradually helping citizens learn how to proactively carry out administrative procedures in the digital environment. This is how local digital transformation becomes more practical. The government does not do the work on behalf of citizens but accompanies and guides them so that it can serve the people better every day."

Nguyen Thanh Tung, Chairman of the People's Committee of Bu Dang Commune

Dedicated guidance to help citizens "complete administrative procedures themselves"

Nguyen Thanh Tung, Chairman of the People's Committee of Bu Dang Commune, said that having staff perform the work on behalf of citizens and businesses at the Public Administrative Service Center is only an immediate solution. The long-term goal is to help citizens carry out administrative procedures themselves on their phones or computers anytime, anywhere.

Based on this orientation, the leadership of Bu Dang Commune tasked the Public Administrative Service Center with advising the Commune People's Committee on implementing various models under the motto of the government proactively reaching out to the people and guiding them to gradually develop digital skills. Initially, the commune implemented the "Saturdays with the People" model. In addition to leaders of the Commune People's Committee and specialized departments listening to the thoughts and aspirations of the people, members of the working group directly guided them in installing and using digital transformation applications on their phones. After 14 sessions, the working groups assisted citizens in completing 151 applications related to birth certificates, death certificates, land matters, citizen identification, and business registration.

Following these direct guidance sessions, the commune continued to develop models so that digital skills could be formed within the community. These include the "Administrative Procedure Application Reception Points for Households via QR Code" model. When citizens scan the code and submit a request, the working group sends its members to provide support, process the request, and monitor the handling until the result is received. The commune also established a team to support citizens in completing applications for initial land use rights certificates and to assist vulnerable individuals at home. In particular, the commune is currently developing the "Each Family Has One Digital Citizen" model.

To implement the model, the Public Administrative Service Center advised the Commune People's Committee to mobilize 600 teachers, civil servants, public employees, and members of mass organizations to participate in training. Each participating family sends one member to receive training; that person then returns home to guide other family members. Those who have received training continue to participate in volunteer teams that go directly to people's homes to support, aiming to concretize the goal of guiding citizens to complete administrative procedures themselves.

After receiving guidance, Dieu Lich, a resident of Hung Phu hamlet, was able to use his smartphone to register changes to his family's land use rights certificate. "I logged in to the public service portal, then took photos of the required documents, such as the application for changes, the transfer contract, and the land use rights certificate, and then submitted them to the portal. Actually, it was very difficult at first because I didn't know how to do it, but I was persistent, and now that I have succeeded, I am very happy," said Dieu Lich.

Along with the Public Administrative Service Center and community digital transformation groups, the commune's mass organizations are also actively bringing digital transformation to their members. The Commune Women's Union organized two training sessions on the use of artificial intelligence (AI), supporting female small business owners and entrepreneurs in creating online sales channels. The Commune Farmers' Union established a Digital Transformation Club with 10 members, guiding members in applying technology to crop care, identifying pests and diseases, tracking weather conditions, and updating market information.

By Quang Minh – Translated by Minh Hong, Thu Ha