Bringing online public services closer to the people

People are guided by commune officials and civil servants on online operations when they come to complete administrative procedures at Nhon Trach Commune Public Administration Service Center. Photo: Ho Thao

To serve the people and businesses increasingly better, in recent times, the commune has synchronously deployed many solutions in administrative reform (AR) and digital transformation. In particular, the commune has made efforts to bring online public services closer to the people, especially the elderly and those who rarely use technology.

Many practical models

As soon as she entered the Nhon Trach Commune Public Administration Service Center, Nguyen Thi Minh (a 58-year-old resident in Nhon Trach Commune) was warmly greeted and enthusiastically guided by the cadres and civil servants. “As an elderly, slow and with limited knowledge of technology, I was really hesitant to use online public services. But the cadres patiently sat with me for a long time, explained and guided me very carefully. Thanks to that, I clearly understood the benefits of doing online public services” - Minh shared.

Coming to complete the procedure of reissuing "land use rights certificates" at the Nhon Trach Commune Public Administration Service Center, Nguyen Hoang Tay (resident of Nhon Trach Commune) confided: "Many operations on computers and phones are difficult to do, people who do not know how to do them are all enthusiastically and quickly guided by the staff. Thanks to that, after doing the procedure online for the first time, I was able to guide my relatives and neighbors to do it."

Tran Cao Hoang Viet, Member of the Technology Response Team and professional support for resolving administrative procedures in Nhon Trach commune, shared: "I always try to study the procedures carefully to guide people to complete the procedures correctly and as quickly as possible. Fortunately, many people who access online public services for the first time are still confused, but the next time they can guide the people around them."

Deputy Director of Nhon Trach Commune Public Administration Service Center Pham Phu Le Long said: Along with the Community Digital Technology Team model, the commune has recently established a Technology and Professional Response Team to support the settlement of administrative procedures to improve the efficiency of serving people, contributing to the implementation of the goals of administrative reform and comprehensive digital transformation. With a multi-disciplinary force, the working group is responsible for directly supporting people, especially vulnerable groups, in the process of implementing administrative procedures in the electronic environment; receiving and handling basic technical problems; and promptly reporting complicated problems to superior agencies. In addition, this group also conducts periodic inspections of infrastructure, equipment, and information technology systems to ensure smooth operations at the Commune Public Administration Service Center.

In addition to the above model, with the goal of taking people's satisfaction as a measure of administrative reform, Nhon Trach Commune People's Committee has also deployed many new models and approaches in administrative reform. One of them is the Convenient File Bag model. Accordingly, each person who comes to do administrative procedures will be given a file bag. What is special is that this bag is printed with a QR code to access the National Public Service Portal, the commune's portal, and the commune's Zalo OA page. Thanks to that, when returning home, people can access to grasp information, perform online public services as well as discuss with the commune government on issues that need advice and support.

In addition, Nhon Trach commune also deployed other models such as: Guiding and supporting organizations and citizens to use online public services in handling administrative procedures; Guiding organizations and individuals to use software on smartphones to scan documents to submit online applications via the National Public Service Portal; Showing video clips on TV placed at the Commune Public Administration Service Center to propagate and instruct people on how to submit applications via the National Public Service Portal... Through these models, the commune is determined to build a modern administration, taking people as the center of service; pioneering in implementing digital government at the grassroots level.

Creating a clear transformation in serving people

Deputy Secretary of the Party Committee, Chairman of the People's Committee of Nhon Trach Commune, Lu Thanh Nam, emphasized: "In Nhon Trach Commune, the application of technology and digital transformation in state management activities and provision of public services has been closely led and directed by the local Party Committee and government. The goal is to build a modern, professional, effective and efficient administration, contributing to the socio-economic development of the area. The commune has mobilized the active participation of the Party Committee, government and departments, branches and mass organizations of the commune to create a clear change in administrative activities and serving the people."

With high determination and consensus in the entire political system, in the coming time, the People's Committee of Nhon Trach commune will continue to deploy new models of administrative reform associated with digital transformation, promote propaganda through digital platforms... thereby, building a modern, professional, effective and efficient administration, serving the people increasingly better.

Deputy Secretary of the Party Committee, Chairman of the People's Committee of Nhon Trach commune LU THANH NAM

Thanks to that, the rate of partial and full online public service dossiers in Nhon Trach commune has been increasingly improved. Many administrative procedure dossiers have been resolved ahead of schedule, contributing to saving time and costs for the people.

Since the implementation of the two-tier local government model until November 6, Nhon Trach Commune People's Committee received nearly 14,000 administrative procedure records, ranking among the communes and wards that received the largest number of administrative procedure dossiers in Dong Nai province. Of which, more than 83% of records were submitted online; 99.7% of records were processed on time and before the deadline; 98% of records were paid online; 95% of records and papers were digitized. In particular, the Commune People's Committee focused on well performing the work of handling administrative procedures, shortening the time to process records for people; of which, over 99% were returned results before the deadline, demonstrating the efficiency and sense of responsibility in serving people and businesses.

According to Chairman of Nhon Trach Commune People's Committee Lu Thanh Nam, in addition to supporting people, the commune also strengthens the implementation of digital transformation and the application of information technology in management and operation activities. Up to now, 100% of the commune's officials and civil servants have effectively used document management software and official digital signatures in performing tasks and handling administrative procedures. In addition, the Commune People's Committee also regularly pays attention to and improves digital skills for the contingent of officials and civil servants, aiming to build a friendly and service-oriented digital government...

By Ho Thao – Translated by Quoc Dung, Thu Ha