Enhancing citizen satisfaction

By establishing priority counters for the elderly, pregnant women, and people with disabilities, proactively collecting feedback to promptly address shortcomings in official conduct, and strengthening accountability among public officials, the Long Hung Ward Public Administrative Service Center is working to improve service quality and enhance satisfaction among citizens and enterprises.

This spirit of public service has also encouraged residents to become actively involved. After receiving guidance from officials and becoming proficient in using online public services, many residents have voluntarily returned to the center to help staff guide others, particularly the elderly.

Dedicated guidance

When Dao Thi Lan, 62, a resident of Long Hung Ward, visited the Long Hung Ward Public Administrative Service Center to have documents authenticated, staff directed her to the priority counter. Her application information was carefully reviewed before she proceeded to the next steps to minimize errors and avoid repeated visits or requests for additional documents.

Staff at the Long Hung Ward Public Administrative Service Center guide residents in using online public services.

"I am getting older and have spent most of my time doing housework, so I rarely deal with administrative procedures and often worry about having to wait. Being given priority and receiving prompt, attentive service here made me feel very comfortable and relieved," said Lan.

Since its establishment, the Long Hung Ward Public Administrative Service Center has maintained a dedicated counter for the elderly, pregnant women, and people with disabilities, while assigning personnel to provide direct assistance to ensure that administrative procedures are handled quickly and conveniently.

Ha Nhat Nam, a serviceman from the Long Hung Ward Military Command who directly assists residents at the priority counter, said, "Those who come to the priority counter are often elderly people, people with disabilities, and pregnant women who face greater difficulties in completing administrative procedures. Therefore, I always try to be patient, explain everything thoroughly, and provide careful assistance so they can complete the necessary steps more easily."

In addition to providing assistance to those requiring priority support, the center also seeks to help residents gradually master digital skills. When Le Nguyen Diem Trinh, 40, a homemaker, arrived to have her signature authenticated, she confidently sat at a computer and completed each step of the online submission process without assistance from staff. After completing her own paperwork, she stayed to help other residents, particularly elderly people who had difficulty using the system.

According to Trinh, when she first began using online public services, staff provided her with detailed, step-by-step guidance. She then took the initiative to learn and practice regularly until she became proficient. Whenever she has free time, she volunteers at the center, helping staff guide residents through computer-based administrative procedures, especially elderly people who are unfamiliar with technology. Her satisfaction with the service provided by public officials has motivated her to share her experience and help others complete administrative transactions more easily.

Nguyen Thi Kim Anh, Deputy Director of the Long Hung Ward Public Administrative Service Center, said the center has stepped up information dissemination through various channels and mobilized its staff, Youth Union members and young people, and military personnel to provide direct assistance, helping residents gradually become proficient in using digital services. Under this hands-on approach, residents receive detailed instructions on each step, from creating accounts and scanning documents to completing online submissions. Some residents who have become proficient in performing digital operations have even helped staff guide others. As a result, residents can complete administrative procedures more conveniently, while the rate of online application submissions has increased.

The same dedication is evident among specialized officials directly responsible for processing applications. Nguyen Thanh Trung, an official responsible for civil status affairs at the Office of the Long Hung Ward People's Council and the Ward People's Committee, said he receives, guides, and processes applications for an average of 20–30 people each day, making every effort to handle each request as quickly as possible. To date, no civil status applications under his responsibility have been overdue, and no reports of delayed processing have been received through the national public service system or at in-person service counters.

Service quality as benchmark

Alongside efforts to strengthen accountability in the performance of official duties, the Long Hung Ward Public Administrative Service Center places particular emphasis on collecting feedback from citizens to make timely adjustments to administrative procedures and officials' service attitudes.

According to Nguyen Thi Kim Anh, Deputy Director of the Long Hung Ward Public Administrative Service Center, each citizen reception counter displays a QR code, allowing residents to conveniently submit evaluations and feedback immediately after completing their transactions. By scanning the QR code, residents can assess officials' service attitudes and administrative procedures, report problems arising during transactions, or submit recommendations without having to complete paper forms. The feedback is compiled weekly and forwarded to the relevant departments for review and necessary adjustments.

In addition, at the end of each quarter, the center conducts a comprehensive evaluation of each service counter and every official directly responsible for receiving and assisting citizens. Through these evaluations, the center examines the underlying causes of shortcomings and bottlenecks, determining whether they arise from legal regulations, residents' unfamiliarity with relevant provisions, or officials' conduct and professional etiquette, before introducing appropriate corrective measures. The evaluation results are submitted to relevant departments and leaders as a basis for performance ratings, emulation assessments, commendations or consideration of disciplinary action in accordance with regulations.

According to Nguyen Thi Kim Anh, the ward plans to build a new Public Administrative Service Center in 2027 to better meet residents' needs for administrative transactions. The new facility will feature a rationally organized layout, including a dedicated area for guidance on administrative procedures, citizen reception areas, waiting areas equipped with drinking water and reading materials, and appropriately arranged specialized workspaces.

These concrete measures to improve service quality have yielded positive results. In 2026, Long Hung Ward set a target of achieving a satisfaction rate of at least 95% among citizens and enterprises regarding the provision of online public services, the settlement of administrative procedures, and the overall service provided by state administrative agencies. Survey results for the first nine months of 2026 showed a satisfaction rate of 96.18%. Notably, in the category assessing the service provided by officials and civil servants, 100% of respondents rated their experience as either satisfied or very satisfied.

To further strengthen administrative discipline and order while fostering a greater sense of responsibility among civil servants, the center recently launched an emulation movement entitled "Three Best: Being the Most Disciplined – the Most Loyal and the Closest to the People." "The movement aims to build an image of friendly, responsible, dedicated, and professional civil servants who place citizens and enterprises at the center of public service," emphasized Nguyen Thi Kim Anh.

By Ho Thao - Translated by Minh Hong, Thu Ha