Continuing to implement administrative reform models for the people

The Department of Home Affairs has recently completed inspections at 34 commune-level units on administrative reform and administrative procedure control as directed by the Provincial People’s Committee.

Officials at the Dong Xoai Public Administration Service Center assist citizens with administrative procedures. Photo courtesy of the center

Alongside efforts to serve citizens, localities continue to implement various models of Administrative Reform (AR) and Administrative Procedure Control (APC), contributing to the development of a transparent, friendly, and people-centered administration.

Continuing the “Friendly Government” Model

The Friendly Government model has been implemented and adapted by 100% of commune-level units across the province. At the Bao Vinh Ward Public Administration Service Center, despite limited office space, the most formal hall, equipped with air conditioning, free drinking water, and neatly arranged seating, has been designated for citizens and organizations conducting administrative procedures.

Bui Quoc The, Deputy Party Secretary and Chairman of Bao Vinh Ward People’s Committee, affirmed: “Officials may face difficulties, but citizens must be received properly, with well-prepared facilities. This requirement is not a formality, but a gesture of respect, dedicating the best to the people. It continues our mission to build a friendly government of the people, by the people, and for the people.”

At the Bao Vinh Ward Public Administration Service Center, officials regularly coordinate with specialized divisions to review and update administrative procedures, create QR codes for each procedure, and print and publicly post them in compliance with regulations. A total of 399 commune-level administrative procedures have been posted at the center. QR codes for each field, including justice, planning and investment, labor, social affairs, education, and home affairs, have been made available, along with contact addresses and hotlines for citizens to provide feedback and report complaints.

At the wards of Long Khanh, Hang Gon, Xuan Lap, Binh Phuoc, and Dong Xoai, the contents of the Friendly Government model are being continuously implemented. Local authorities not only receive but also promptly process and digitize documents through electronic systems, eliminating the need for citizens to carry paper files. In addition, citizen satisfaction surveys are conducted regularly as a “direct feedback channel” for authorities to listen to the people.

Tran Van Phuc (resident of Dong Xoai Ward) shared: “It’s very convenient now to visit the public administration service center. Officials are welcoming and supportive in handling procedures. I’m delighted with this working approach as it truly brings to life a friendly, people-centered government.”

“For the People” Models

Since the implementation of the two-tier local government model and the official administrative merger, most local officials and civil servants in the province have strived to carry out effective ‘for the people’ initiatives.

Nguyen Thai Son, Deputy Director of the Binh Phuoc Ward Public Administration Service Center, said: “From July 1 to now, the Binh Phuoc Ward People’s Committee has published over 1,000 administrative documents, including directives, procedure lists, public notices, urban planning updates, and records of administrative sanctions.”

He added that the ward has introduced several innovative approaches, such as producing video clips, launching 15 new information sections on its online platforms, including https://binhphuoc.dongnai.gov.vn, the ward’s Facebook fanpage, and Zalo groups for neighborhoods and agencies, to provide better support for citizens.

Administrative reform has consistently been identified as a central and ongoing priority of the province, closely tied to socioeconomic development goals, investment and business environment improvement, and the advancement of e-government and digital governance. Since early 2025, the Department of Home Affairs has advised the Provincial People’s Committee to issue numerous directives and guidance documents in this area, implementing all six key components of administrative reform in a synchronized manner, along with measures to control administrative procedures.

Ha Thanh Tung, Deputy Director of the Department of Home Affairs and Head of Inspection Team 195

Additionally, the locality has posted and publicized information and data on administrative procedures on the bulletin board at the Public Service Center and on the electronic portal of the Ward People's Committee. QR codes have also been created to enable residents to conveniently access information on administrative procedures.

After receiving prompt assistance with her grandchild’s birth registration, Tran Thi Lan (Tan Dong 1 neighborhood, Binh Phuoc ward) shared: “It was very quick. Staff at the ward-level Public Service Center supported me with the birth registration and showed me how to scan the QR code for payment. They are truly bringing to life a government by the people and for the people.”

At Dong Xoai Ward, inspections revealed that the unit had effectively implemented administrative reform measures and posted the required procedures publicly. The ward has also applied technology through Zalo community groups, agency pages, the ‘Dong Xoai I Love’ fanpage, and the website dongxoai.dongnai.gov.vn to promote AR and digital transformation, providing convenience for both citizens and businesses.

Vuong Duc Lai, Vice Chairman of Dong Xoai Ward People’s Committee, observed: “Since the merger, 100% of officials and employees involved in administrative reform have been assigned iGate and DNiS accounts to process files online. The ward’s service center has worked with the Department of Science and Technology to ensure stable internet and software systems, and has installed electronic kiosks, automatic numbering machines, and satisfaction rating tools to enhance transparency and service quality.”

Friendly Zalo models for agencies, organizations, and neighborhoods in wards such as Xuan Lap, Long Khanh, Bao Vinh, Hang Gon, and communes like Dai Phuoc, Nhon Trach, and Phuoc An continue to be used to improve the efficiency of administrative services for citizens and businesses.

The inspection results on AR and APC at 34 commune-level units across the province have recognized significant efforts from local officials and civil servants. These initiatives have enabled localities to promptly address challenges and enhance their administrative reform performance, serving citizens and organizations more effectively and contributing to the province’s socioeconomic development in the new context.

By Nguyet Ha - Translated by Trieu Ngan, Minho