One less step, more time for residents

On average, the Loc Hung commune Public Administration Service Center (PASC) receives, processes or coordinates the handling of more than 110 applications and related documents each day. Another 50 residents receive direct assistance from officials in filling out forms, completing documents or submitting applications online.

With ethnic minority people accounting for more than 20% of its population, Loc Hung commune has focused not only on streamlining procedures and moving administrative services online, but also on helping residents, particularly those unfamiliar with digital tools, complete the required procedures.

Guiding residents through each application

Through her visits to the commune's administrative office, Huong said she appreciated not only the timely processing of her applications but also the officials' attitude. They were polite and helpful, she said, readily providing further guidance whenever residents did not fully understand a procedure.

Officials at the Loc Hung PASC assist residents with administrative procedures. Photo: Ho Thao

Through her visits to the commune's administrative office, Huong said she appreciated not only the timely processing of her applications but also the officials' attitude. They were polite and helpful, she said, readily providing further guidance whenever residents did not fully understand a procedure. “Officials process applications on time. I have never experienced delays or unnecessary extensions,” Huong said, adding that she hoped administrative procedures would become faster and simpler, reducing the time and effort residents spend travelling to administrative offices.

Le Dinh Long, Deputy Director of the Loc Hung PASC, said the center receives more than 110 administrative applications and related documents each day on average, with land-related applications accounting for a large proportion. In addition, about 50 residents receive direct assistance from officials in filling out forms, completing documents or submitting applications online.

For each application, officials not only receive the paperwork but also explain points that residents may not fully understand.

Those unfamiliar with online procedures are guided step by step, while applicants with incomplete documents are clearly informed of what needs to be added. For people accustomed to using smartphones, an online administrative procedure may not be particularly difficult. However, for older people, those with limited exposure to technology and ethnic minority residents, these steps may require repeated guidance.

In Loc Hung commune, ethnic minority people account for more than 20% of the population and are responsible for about 27% of the applications directly received by the center each day. Accordingly, residents with limited digital skills are given direct assistance when completing online applications, from entering information to submitting documents.

Less paperwork for officials, more time for residents

Nguyen Phuc Sang, an official at the Loc Hung PASC, said the center is gradually shifting from simply receiving applications to proactively assisting residents. When residents are not familiar with electronic procedures, officials guide them through the entire process, from completing forms and preparing required documents to submitting applications online.

Officials at the Loc Hung PASC guide residents through administrative procedures.

This approach has also been extended to residential areas through training sessions held at hamlet cultural houses. Instead of leaving residents to figure things out on their own, officials provide practical guidance on procedures they are likely to need.

Since July 2025, alongside the implementation of the two-tier local government model, Loc Hung commune has established a digital transformation steering committee and consolidated community digital technology teams in its hamlets. It has also formed specialist teams responsible for science and technology, innovation, digital transformation and data. Zalo Official Accounts have also been introduced to households, along with QR codes providing quick access to information on policies, administrative procedures, natural disasters and disease outbreaks. This has helped deliver information to residents more quickly and conveniently while reducing manual information-sharing processes.

Do Van Duyen, Head of the Culture and Social Affairs Division of the Loc Hung People's Committee, said the commune is piloting software for collecting cultural and social data based on the principle of “enter data once.” The software can inherit about 60-80% of existing data. When information changes, only the updated information needs to be entered instead of re-entering the entire data set. This approach helps reduce manual data entry and compilation, giving officials more time to focus on their professional duties and on guiding and assisting residents. At the same time, Loc Hung commune is accelerating the modernization of equipment at its PASC, piloting a robot to assist residents with administrative procedures and deploying artificial intelligence (AI) as a “virtual assistant” for officials, civil servants and teachers.

Nguyen Thi Xuan Linh, Party Deputy Secretary and Chairwoman of the People's Committee of Loc Hung commune, said administrative reform and digital transformation were not the responsibility of specialized departments alone but of the entire political system.

“Whenever guiding residents, every official and civil servant must provide clear, complete, attentive and easy-to-understand instructions, while striving to reduce the time and costs people have to spend. Officials responsible for each area must proactively advise and handle matters within their remit rather than avoid responsibility or pass the buck. They should also minimize the number of times residents have to travel to administrative offices,” she said.

According to the local authorities, residents' satisfaction with the commune administration's services has remained high. To date, the commune PASC has received no complaints or petitions through the 1022 hotline or suggestion box.

According to Le Dinh Long, for applications involving multiple departments, officials in charge proactively coordinate with relevant units and monitor progress to minimize the number of times residents have to return to administrative offices.

The center's leadership has also instructed officials to strictly observe codes of conduct and administrative discipline, communicate politely and respectfully, and listen to residents. Older people, ethnic minority residents and those with limited digital skills are given additional support.

One less data-entry step, one fewer trip, and more time for officials to assist residents. This is how Loc Hung commune is bringing administrative reform closer to the people.

By H. Thao – Translated by M.Nguyet, Thu Ha