After the merger of administrative units, in the new Dong Nai province, Hotline 1022 together with hotlines of communes and wards across the province continues to serve as the official channel to provide and respond to citizens’ questions and petitions to the authorities. This has contributed to enhancing transparency and openness in building a citizen-friendly government that serves the people and businesses.
Responding to citizens’ feedback and petitions
After the two-tier local government system came into operation, the demand for administrative procedures has risen, sometimes leading to overload. Dong Nai has implemented a number of innovative solutions to help speed up and simplify the handling of administrative procedures for citizens and enterprises. Among these, Hotline 1022 has become an important contact point to promptly receive and address various concerns, feedback, and petitions from the public.
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| Nguyen Thi Uyen, operator at the Public Administration Hotline, VNPT Dong Nai, directly receives and responds to citizens’ feedback and petitions. Photo: Ngan Ha |
Since early July 2025, operators at the Dong Nai Telecommunications Information Operations Center (VNPT Dong Nai) have had to extend their working hours as the number of calls and messages received has doubled compared to before.
Nguyen Kinh Sinh, a resident of Binh Phuoc ward, once called Hotline 1022 to report problems related to land and tax administrative procedures. Immediately, the hotline staff received his request and guided him to the competent agencies. Within the first week after his feedback, he received a resolution from the relevant professional agencies.
Currently, citizens calling Hotline 1022 seek assistance in various fields, most commonly related to administrative procedures, public services, land, taxation, and judicial records.
Pham Kim Diem Khanh, operator at the Public Administration Hotline, VNPT Dong Nai, shared that hotline staff must flexibly employ multiple skills such as listening, assessing information, and compiling data provided by citizens, in order to respond immediately or classify and forward the information to relevant units for processing, monitoring, and giving timely feedback.
At present, Dong Nai Hotline 1022 receives citizens’ feedback and petitions through multiple channels: phone number 1022, Zalo 1022, Facebook 1022, and web 1022. VNPT Dong Nai is also in charge of the National Public Service Hotline at 18001096.
Nguyen Thi Uyen, operator at the Public Administration Hotline, VNPT Dong Nai, said: “The process of receiving, categorizing, and responding to information is implemented according to a set procedure. Operators reply based on the content of feedback, while professional or specialized issues are transferred to focal points at departments, agencies, and localities for settlement. The results are publicized and sent to relevant authorities before being delivered to citizens.”
Towards a citizen-friendly and approachable government
Hotline 1022 is regarded as the common, unified hotline for all state administrative agencies and public service providers in Dong Nai. It is an effective channel for receiving citizens’ petitions and comments related to administrative procedures. During its operation, the hotline has mobilized the active involvement of many departments, sectors, and localities in coordinating and handling citizens’ petitions.
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| Chon Thanh ward’s residents are guided through administrative procedures on the public service portal. Photo: Ngan Ha |
Tran Thi Huong Lan, online sales Director in charge of the National Public Service Hotline and Hotline 1022, VNPT Dong Nai, said that since July 1, 2025, the hotline has received more than 13,300 cases of complaints, with over 13,200 resolved, achieving a resolution rate of more than 99%. Of this, 80% have been handled at level 1 by Hotline 1022, while 20% have been resolved at level 2 by departments, sectors, and 95 communes and wards. The areas receiving the most complaints are related to land (20%) under the Department of Agriculture and Environment, judicial records and civil status (14%), business registration and finance (13%) under the Department of Finance, and the rest are distributed across other areas.
Citizens and businesses have also been assisted by operators in submitting administrative dossiers online and making payments through the National Public Service Portal. Feedback was promptly directed to the correct level-2 agencies, helping to quickly address shortcomings and improve the quality of services for both citizens and enterprises in the province.
TRAN THI HUONG LAN, online sales Director in charge of the National Public Service Hotline and Hotline 1022, VNPT Dong Nai
Before the two-tier local government system came into effect, on June 17, 2025, Prime Minister Pham Minh Chinh had issued Directive No. 90/CD-TTg to ensure the smooth, effective, and uninterrupted implementation of administrative procedures during the reorganization of administrative units. In particular, it is necessary to establish public hotlines at administrative service centers at all levels to provide support, guidance, and address citizens’ feedback and petitions. The effective operation of Hotline 1022 and hotlines at commune and ward public administration centers in Dong Nai has demonstrated a friendly, people-oriented government.
In practice, feedback and petitions through the hotline and call centers have become effective tools for provincial leaders to listen to citizens and businesses in socio-economic governance. They also serve as important channels to connect citizens with authorities. This is consistent with the orientation of building a friendly government serving the people. It also lays a solid foundation for building a digital government, improving citizen and business satisfaction, enhancing the business environment, strengthening provincial competitiveness, and building a professional, civilized, and modern administrative apparatus that serves the people’s interests.
By: Ngan Ha
Translated by: M.Nguyet-Thu Ha
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