Two-tier local administration model: The Party’s will in harmony with the people’s aspirations (Part 2)

PART 2: FRIENDLY GOVERNMENT - SATISFIED CITIZENS

With the goal of building a government close to the people, serving the people, communes and wards in Dong Nai province have been making efforts to overcome difficulties, determined to ensure effective operations of grassroots-level authorities, especially in handling administrative procedures (APs) for citizens promptly and smoothly.

Youth Union members assist citizens with administrative procedures in Dak Nhau commune. Photo: Nhu Nam

In return for those efforts is the affection, trust, and satisfaction expressed by both citizens and businesses when working with officials and civil servants.

Citizens delighted, satisfied

Upon arriving at the Public Administrative Service Center (PASC) of Dai Phuoc commune to carry out administrative procedures, Nguyen Thi Hoa (54 years old, Dai Phuoc commune) was warmly greeted and guided by the staff there.

“I am not very familiar with technology, so I was confused when trying to file documents online. But thanks to the dedicated support of the officials here, my application was processed faster than expected. Even though I had to ask the same questions several times during the process, they were still cheerful and patient,” Hoa shared.

Pham Son Dien, Deputy Director of the Dai Phuoc PASC, said: “To serve people better, every day the center assigns staff to directly assist with online public services via personal identification accounts. As a result, residents are gradually getting used to digital services. Since the local two-level government model was put into operation until August 6, the commune’s online applications reached 97%.”

In Dak Nhau commune, a remote and far-off locality over 200 km from Dong Nai’s center, even late in the afternoon, many residents still came to the PASC to complete paperwork. Officials and staff stayed past working hours to serve them. Thanks to this, the processing of administrative dossiers went smoothly, and residents were satisfied.

Nguyen Thi Thanh, a resident of Dak Nhau Commune, said: “Even after office hours, if people bring in their documents, the officials still receive them with a smile. We really feel respected.”

From July 1, the task of issuing land use rights certificates (LURCs – commonly called “red books”) for the first time has been delegated to communes and wards, the administrative units closest to the people.

Trinh Van Minh (Tan Dong 1 neighborhood, Binh Phuoc Ward) said his family owned nearly 1,000 square meters of land, divided into five plots for his children. For various reasons, they had not yet applied for LURCs.

“When I learned that the authority to issue LURCs had been delegated to the commune and ward level, I was very glad. When I brought the documents, the land officer patiently guided me through every step. Previously, despite many trips, I could not get it done. Now, out of the five applications, two have already been processed. I am overjoyed. The two-level local government model truly proves its superiority,” he said.

Dao Dinh Chi, Vice Chairman of Binh Phuoc Ward People’s Committee, explained that after receiving applications from specialized agencies, for cases that meet legal requirements, the Ward People’s Committee classifies them for the earliest possible processing. Within 20 days from submission, citizens can receive their LURCs. In cases that do not yet meet conditions, the ward reviews and registers them according to regulations.

“The ward is striving to complete 100% of all registered and eligible LURC applications by June 2026,” Chi said.

Holding the first LURC for their 5,000-square-meter plot, recently handed directly by the commune, Dieu Bron and Thi Tret, an ethnic minority household in Da Kia Commune, were overjoyed.

“This certificate will allow my family to obtain bank loans for investment, improve our livelihood and economic conditions,” Dieu Bron said.

Truong Luong Anh, Vice Chairman of Da Kia Commune People’s Committee, added: “This is the very first red book signed and issued at the commune since decentralization, marking a positive start for land administration here. It is also a milestone reflecting real progress in administrative reform. In the coming time, the commune will continue directing specialized units to review and finalize applications so that residents receive their certificates on time and in line with regulations.”

Close to the people, serving the people in the best possible way

Dong Nai considers the establishment and operation of PASCs at commune level an important step in its strategy to modernize administration, build a digital government, a service-oriented government in the province.

Over the past month and a half, PASCs across the province have been operating effectively, meeting service needs during the transition to the new two-level local government model. The implementation of the one-stop-shop and interconnected one-stop-shop mechanisms has made it easier for residents and organizations to handle procedures, while improving service quality and administrative efficiency.

At many PASCs, facilities and equipment have been arranged properly to meet demands.

Dang Quang Tuan, Deputy Director of Dau Giay Commune PASC, said the center has 13 counters for receiving and returning results, one counter dedicated to online public services, one for digital support and consultancy, and one for postal services, allowing people to choose their preferred method of receiving results.

At each service counter of the Dau Giay Commune PASC, computers, printers, and scanners are equipped to support the digitalization of administrative procedure records as required. The center has also arranged a photocopy machine for free use to assist residents with printing documents, installed televisions to broadcast procedural guidance, and set up a surveillance camera system to ensure transparency and openness during the process of receiving and handling administrative procedures.

Alongside facilities and equipment, Dong Nai has also actively provided knowledge and skills training, particularly in information technology applications and software usage, for civil servants and public employees at commune-level PASCs to better meet job requirements.

At the border commune of Thien Hung, most officials are now adept at digital procedures, digital signatures, and real-time updates. Tran Van Thanh, Vice Chairman of the Commune People’s Committee and Director of Thien Hung PASC, said: “Administrative management here has been smooth thanks to officials’ strong digital skills. A particularly encouraging sign is that since the two-tier local government system came into operation, many young officials have proven adept at using software and social media, effectively guiding residents in applying technology.”

According to the E-Government Monitoring System, in July 2025, the proportion of fully online applications in the bloc of provinces reached 11.81%, down 2.67% from June (14.48%). However, after its merger, Dong Nai reached 14.03%, up 2.5% from June. Meanwhile, citizen satisfaction with administrative services hit 92.96%, exceeding the 90% target set under Decision 1588/QD-TTg dated December 17, 2024, by the Prime Minister. This is a notable achievement in the first month of implementing the two-level local government model in Dong Nai.

Nguyen Thanh Phuc, Director General of the National Digital Transformation Agency

To further improve service quality, PASCs in Dong Nai continuously remind their officials and staff to renew their working style, attitude, and communication with citizens.

Nguyen Van Tuan, an officer at Trang Bom Commune PASC, said: “We always follow the ‘4-request, 4 always’ principle regarding requests for greeting, apologizing, thanking, and asking for permission; associated with always smiling, always being gentle, always listening to, and always helping people. At the same time, we strictly observe the ‘5-no” regulation, including no arrogance or harassment, no bureaucracy or irresponsibility, no corruption or waste, no flattery or dishonesty, and no abuse of authority. Even beyond office hours, we are ready to work overtime to process applications so that people are not left waiting.”

By: Ho Thao – Xuan Tuc

Translated by: M.Nguyet-Thu Ha