Continuously meet people's satisfaction

Handling administrative procedures at the Hanoi City Public Administration Service Center, Tay Ho branch. Photo: Xuan Hai

Positive movements

One of the five goals of Program No. 01-CTr/TU is to build a democratic, modern administration, a professional, disciplined, and disciplined civil service; to be open, transparent, and to enhance accountability. The system of state administrative agencies at all levels is streamlined, smooth, and operates effectively and efficiently; has the capacity to create development and serve the people. Promote the development of e-government and digital government. Along with that are the following targets: 100% of administrative procedure files are returned with settlement results on time and ahead of schedule; by 2025, strive to have an additional 20% of administrative procedures streamlined, simplified, shortened in time, and reduced in cost; every year, the Provincial Public Administration Performance Index (PAPI) increases by an average of at least 5 levels compared to the previous year; by 2025, the Satisfaction Index on Administrative Services (SIPAS) reaches over 90%; 100% of cadres, civil servants and public employees are trained and fostered in digital skills...

To achieve the above goals and targets, over the past time, from the city to the grassroots level, efforts have been made to implement the contents of administrative reform and have achieved many positive results. The Hanoi People's Committee has issued propaganda plans on administrative reform, associated with digital transformation, improving the investment and business environment, improving the rankings of the following indicators: PAPI, PCI, PAR-Index, SIPAS. At the same time, the whole city has promoted emulation movements, replicating effective initiatives and solutions on administrative reform.

The city organized two conferences on implementing and improving the effectiveness of administrative reform with the participation of nearly 1,000 delegates from city departments, branches, district and commune People's Committees; organized a contest to find ideas and solutions for administrative reform, with 196 entries.

Notably, the winning ideas and solutions are all related to the application of information technology. The first prize went to the innovative idea of ​​the City People's Committee Office on "Building a Digital Capital Citizen Platform - iHanoi". The two second prizes went to the idea of ​​"Application of software to score the monthly Administrative Reform Index for specialized departments and People's Committees of wards in Bac Tu Liem district" and "A solution to replace automatic queuing machines in the arrangement of facilities of the "one-stop" department of Long Bien district"...

Along with that, the city focuses on administrative reform inspection, combined with inspection of digital transformation and implementation of Project 06, ensuring the principle of one inspection team, no duplication of inspection units.

Through the inspection of 16 units (6 departments, 10 district People's Committees), it was found that the units had basically issued complete directive documents on administrative reform, digital transformation and implemented the Project on developing applications of population data, identification and electronic authentication to serve national digital transformation in the period of 2022-2025, with a vision to 2030 (Project 06). The limitations and shortcomings discovered through the inspection were promptly overcome and corrected by the agencies and units.

In order to facilitate organizations and citizens, the city regularly directs the review and simplification of administrative procedures. In the first quarter of 2025 alone, the City People's Committee issued 2 decisions approving the plan to simplify administrative procedures. As of March 15, 2025, the total number of administrative procedures under the jurisdiction of agencies and units under the city is 1,726 administrative procedures, of which 1,291 are at the department level and agencies equivalent to the department, 310 at the district level and 135 at the commune level.

Clear effect

The clear results after more than 4 years of implementing Program No. 01-CTr/TU are that the city has innovated the mechanism for receiving and handling administrative procedures in the direction of non-administrative boundaries, improving transparency in the process of handling records; aiming to build a digital government, promoting digital transformation in handling administrative procedures. Up to now, Hanoi has deployed the organization of 12 branches of the Public Administration Service Center. The branches have come into operation with the spirit of service, fully converging professionalism and thoughtfulness, bringing satisfaction to citizens when coming to carry out administrative procedures.

Ms. Pham Hai Ly (Nhat Tan Ward, Tay Ho District) shared: “I came to do the procedures at Branch No. 1 of Tay Ho District and found the space spacious, the officers and civil servants were very enthusiastic and friendly in their guidance. The procedures are connected between agencies so I only need to present my documents once and find it very convenient.”

Assessing the results of the implementation of Program No. 01-CTr/TU, Deputy Chief of Office of the People's Council and People's Committee of Hai Ba Trung District Nguyen Thi Thu Huong said: The district has completed the tasks, targets, and digital transformation indicators according to the issued plans. Accordingly, the district has completed 38/38 targets, completed 74/74 tasks and 57/57 indicators, reaching 100% of the plan. The targets and tasks focus on 3 main contents: Developing digital government; developing digital economy; developing digital society.

Hai Ba Trung District is one of the first units in the city to achieve a high rate of personal digital signature issuance, with 24,950 personal digital signatures issued free of charge to citizens in the area (completing the rate of 10% of the adult population); 18/18 wards have established 264 community digital transformation teams of residential groups with a total of 1,718 members.

Meanwhile, thanks to the continuous efforts, the Administrative Reform Index of Tay Ho District People's Committee in 2024 rose to seventh place (23rd place in 2023). To achieve this result, after knowing the results in 2023, the district requested the units to clearly state the causes of the existing content, which focal unit belongs to; required each unit to develop a plan to overcome. On that basis, the district periodically reviews and evaluates the implementation effectiveness every month. Chairman of Tay Ho District People's Committee Nguyen Dinh Khuyen said that the experience the district has learned is that it is necessary to look directly at the existing causes and develop a specific plan to overcome, periodically evaluating the implementation results every month.

Deputy Director of Hanoi Department of Home Affairs Mai Xuan Truong informed that following the city's annual work theme, in the coming time, the city will continue to open training courses on administrative reform to raise awareness of cadres, civil servants, public employees and workers, equipping them with skills and expertise in receiving and returning results of administrative procedures as well as rules of conduct and communication. Along with that, the city will continue to implement a plan to survey and measure the satisfaction of people and organizations with the services of agencies and units under the city.

The 2020-2025 term is about to end. With the drastic direction and synchronous implementation efforts from the city to the grassroots level, we believe that the goals and targets set out in Program No. 01-CTr/TU will be completed and exceeded, creating a solid foundation for the capital Hanoi to enter a new era - the era of national growth with new position and strength, especially when the government apparatus is streamlined, interconnected, effective and efficient.

Source: https://hanoimoi.vn/thuc-hien-chuong-trinh-so-01-ctr-tu-cua-thanh-uy-ha-noi-khong-ngung-dap-ung-su-hai-long-cua-nguoi-dan-697385.html