Administrative reform puts people and businesses first

The goal of administrative reform is not simply to put procedures online or increase the proportion of applications processed on time. It is to make public services more convenient and help residents and businesses save time, effort and money.

Officials from the Bien Hoa ward Public Administration Service Center visit a resident's home to review documents for an application for a land use rights certificate.

Dong Nai is moving beyond the digitization of administrative procedures to improve public service delivery. The effectiveness of application processing and the satisfaction of residents and businesses are key measures of progress.

From digitalization to better public services

With internet-connected smartphones, residents can submit applications, track their progress and receive updates on the outcome without visiting government offices in person. However, older residents and those less familiar with technology may still struggle to enter information, verify their accounts or upload supporting documents.

For factory workers, traders and others who find it difficult to leave work during office hours, visiting administrative offices to seek information, submit additional documents or collect results can cost them time and income. Reform should therefore begin with clear guidance from the outset, transparent updates on application progress and fewer unnecessary trips.

The experience of Le Thanh Thuy, a resident of Bien Hoa ward, illustrates the practical benefits of this approach. When applying for a land use rights certificate for the first time, she received guidance from officials who visited her home to review the required documents and explain how to submit the application online. As a result, she completed the submission in one visit without having to provide additional paperwork.

“I was very pleased with the support I received throughout the process, from preparing the documents and submitting the application online to receiving the result. Administrative reform has made procedures much more convenient for residents, especially when applying for a land use rights certificate, which can be complicated,” Thuy said.

In practice, putting administrative procedures online does not automatically make them easier to complete. If processes remain complicated, guidance is inconsistent or data systems are not effectively connected, residents may still have to make repeated visits and submit additional documents. Unless these obstacles are addressed, digital transformation will fall short of its full potential.

In late September, the City People's Committee issued Plan No. 292/KH-UBND to streamline administrative procedures and expand online public services. The plan sets a target of making 100% of eligible procedures available as fully online public services by 2027.

To achieve this goal, the city needs to simplify procedures further, make public services accessible to all users and strengthen the accountability of agencies handling applications. Technology should make services more convenient, while clear guidance and timely assistance should help residents navigate procedures and address any difficulties.

For businesses, administrative reform directly affects investment timelines and project costs. Efforts should focus on removing unnecessary requirements, ensuring transparent and consistent procedures, and promptly resolving bottlenecks. Clear processes and predictable processing times would help businesses plan projects more effectively and avoid additional costs.

Nguyen Phi Long, General Director of Ho Chi Minh City-based Khang Nam Real Estate and Construction Environment Group JSC, said administrative reforms in Dong Nai had helped the company advance its real estate projects in Trang Bom, with some procedures completed well ahead of schedule.

On July 3, 2026, the Dong Nai Party Committee issued Scheme No. 05-DA/TU to accelerate administrative reform, focusing on streamlining procedures through digital transformation and developing digital government and smart government for the 2026–2030 period. The scheme aims to build a modern public administration that operates primarily through digital platforms and data. It calls for simpler, more transparent and more accessible administrative procedures, improved public services and more effective governance at all levels. These measures are also intended to support the city’s development of the digital economy, digital society and digital government and smart government.

Effectiveness as benchmark

Commune- and ward-level public administration service centers are the main points of contact where residents experience the effectiveness of administrative reform. Alongside investment in technology, accountable officials and effective coordination among agencies are essential to improving service quality.

Le Hoang Phu, Director of the Tam Phuoc ward PASC, said the center had stepped up the use of digital technology in handling administrative procedures. Online processing accounts for nearly 98% of applications, while more than 99% are resolved on or before the deadline. All applications and processing results are digitized, legally valid electronic copies are issued, and online payments are available.

Since mid-2026, the center has reduced processing times by 30–50% for 20 frequently used administrative procedures. It has also adopted the “six clear” principle to clarify responsibilities and prevent agencies from passing the buck, while aiming to raise the Satisfaction Index of Public Administrative Services (SIPAS) to above 95%. The ward has also introduced a Saturday public-service initiative to better serve its large population of industrial workers.

Nguyen Thi Hoang, Vice Chairwoman of the City People's Committee, said recent inspections of the city-level and ward- and commune-level public administration service centers had highlighted the need to process applications in accordance with regulations and within prescribed deadlines while making services more convenient for residents and businesses. The centers must regularly monitor application progress and work together to resolve bottlenecks. Officials and civil servants must take greater responsibility, uphold administrative discipline and provide timely guidance and assistance to service users.

Speaking at a conference reviewing performance in the first nine months of 2026 and outlining priorities for the final quarter, Nguyen Van Ut, Deputy Secretary of the city Party Committee and Chairman of the city People's Committee, said the two-tier local government model and digital transformation were helping modernize public administration and improve services for residents and businesses after more than a year of implementation. These efforts provide an important foundation for more effective governance, a better investment climate and sustainable development.

Administrative reform is an ongoing effort that requires concerted efforts in terms of technology, capable personnel and efficient work organization. In Dong Nai, the expansion of online public services is being matched by efforts to eliminate unnecessary steps, improve data sharing and strengthen accountability. The city also needs to provide clearer guidance so residents know how to complete procedures, avoid unnecessary trips and understand when to expect results. Transparent processes and prompt action to resolve business-related bottlenecks are equally important.

When administrative procedures are handled responsibly and with a service-oriented approach, residents and businesses can experience the benefits of reform directly. Ultimately, Dong Nai's success will depend on its ability to build a modern, efficient and people-centered administration that responds to public needs and supports business development.

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