Spreading trust, receiving smiles in return

The phrases “friendly government,” “I really appreciate the staff at Dau Giay Public Administrative Service Center,” and “citizens are officials, and officials are citizens” are among the public feedback shared openly on the fanpage of the Dau Giay Public Administrative Service Center.

When completing administrative procedures at the center recently, Ms. Nguyen Thi Le expressed her satisfaction. Though she was unfamiliar with online procedures and felt somewhat anxious, she was warmly and thoroughly guided by the center’s staff and local youth union members.

Dau Giay commune staff assisting residents with administrative paperwork.

Strictly adhering ‘friendly government’ model

Nguyen Thi Thuy Hang, a specialist at the center, shared that in order to best serve citizens, she constantly studies and updates herself on the latest regulations while working daily. “When explaining legal procedures to people, I always try to use clear, easy-to-understand language. I also try to identify and resolve any difficulties in a timely manner, and report or propose solutions to the leadership when needed,” Hang said.

For instance, during the process of handling administrative tasks, Hang noticed that citizens often made mistakes by submitting the wrong case codes. To solve this issue, she and her colleagues used their after-hours time to develop QR codes for frequently used procedures. To date, the team has completed 385 QR codes, making it easier and faster for citizens to submit accurate documentation.

According to Dang Quang Tuan, deputy director of the center, the staff always upholds a high sense of service responsibility, with the belief that each day at the center is a journey to build trust and receive smiles in return.

Tuan added that the center has been fully equipped and scientifically organized to meet the service needs of citizens and businesses. It currently operates 13 counters for receiving and returning results of administrative procedures. Additionally, there are specialized counters for online public services, digital support and consultation, and postal services, offering multiple options for citizens to receive results. Each counter is equipped with computers, printers, and scanners to support the digitization of documents. A photocopy machine is also available for free use, and a TV broadcasts guidance videos on procedures. The center is also fitted with a camera system to ensure transparency and accountability during service delivery.

“We are vigorously implementing the mottos of the ‘friendly government’ model to improve citizen and business satisfaction and enhance service quality. We maximize the use of the national population database to verify information, reducing the paperwork burden for citizens. Any feedback regarding service quality or staff attitude is promptly handled with a response given within 24 hours,” Tuan emphasized.

Ms. Hang shared, “Compared to the past, since the implementation of the two-tier local government model, the workload and pressure have significantly increased. But for me and my colleagues, it’s also a valuable opportunity to grow and serve the people better.”

Launching '100-day breakthrough sprint' emulation campaign

Following the directive of the Party Committee and People’s Committee of Dau Giay commune, the center has launched a special emulation campaign titled “100-day breakthrough sprint” to celebrate the upcoming Party congresses for the 2025–2030 term and contribute to building a modern, friendly, and efficient public administration system.

Dau Giay commune's youth union members guiding residents at the public service center.

To date, the center has introduced several practical and highly rated initiatives. Among these is the formation of a volunteer support team made up of youth union members and tech-savvy residents who are present during peak hours to assist with administrative procedures. In addition to its effective Facebook fanpage, the center is developing an official interactive platform via Zalo or Messenger. These platforms will allow for automated responses to frequently asked questions, receipt of citizen feedback, updates on application status, appointment notifications, and urgent announcements.

Standing Deputy Secretary Pham Dinh Ban of Dau Giay Communal Party Committee shared that the Party Committee Standing Board has issued a plan to implement the special emulation campaign, aiming to stabilize the new apparatus and enhance its operational efficiency and effectiveness. The campaign is designed to better serve businesses and the public and to mark achievements toward the Party congresses at all levels for the 2025–2030 term.

The peak emulation period runs from July 8 to October 15, 2025, and includes a variety of practical activities. A key focus is to improve service quality for citizens and businesses; strictly enforce administrative discipline and public service ethics; and promote the development of innovative models and solutions in administrative reform. The campaign also seeks to accelerate the resolution of administrative procedures and modernize public administration with a people-centered, professional, and digital-first approach, measuring success by citizen satisfaction and leveraging technology as both a tool and a method in the digital transformation journey.

Reported by Ho Thao