This is the second model out of 43 pilot models implementing Project 06 in Quang Nam province, belonging to the group of utilities serving administrative procedure settlement and providing online public services.

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The public service kiosk model is located at the reception and result delivery department of Binh Phu commune (Thang Binh district, Quang Nam).

This public service kiosk has been located at the one-stop department of Binh Phu commune (Thang Binh district) since August 2024. At first glance, the device looks like an ATM, consisting of a touch screen computer system, surveillance camera, integrated printer + scanner, QR Code scanner and connected to the Public Service Portal via wifi network.

In addition to the smart sensor system, exploiting data from the VNeID app, through automation technology supported at the kiosk, people do not need to directly contact the staff receiving and returning results. At the same time, people can evaluate their satisfaction with the handling of documents, thereby contributing to improving the responsibility and initiative of the staff receiving and processing documents.

According to Mr. Truong Van Thanh - a civil servant of justice and civil status in Binh Phu commune, the convenience of the kiosk is that all content is displayed in Vietnamese, the operation is simple, the process is quick, suitable for the level of all citizens, especially for older citizens. "After citizens submit procedures at the machine, the file will be transferred to the Public Service Portal for officials to receive, process and return results on time. This system is also integrated with a printer + scanner, so it is very convenient and helps save costs for state agencies," Mr. Thanh shared.

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People can easily operate public service kiosks

For the first time experiencing administrative procedures using a public service kiosk, Mr. Nguyen Canh (residing in Ly Truong village, Binh Phu commune) was excited. Instead of having to wait in line for a long time like before, now he only needs a few simple steps.
simple on the machine is done.

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The Public Service Kiosk is very compact, at first glance it looks very much like an ATM.

After selecting the documents and procedures to submit on the kiosk screen, Mr. Canh logged in by scanning the QR code of the VNeID application on his phone. At this time, the kiosk screen displayed a request for customers to fully enter information, check and confirm that all the components of the documents are complete. In particular, the types of documents attached to the documents to be submitted only need to be inserted into the scanning slot, the machine will automatically create a copy and return the original documents on the spot.

After completing the steps, the kiosk asks to recheck the entered information and enter the confirmation code. Next, the system displays the successful submission of the application and the machine automatically prints the appointment date for the results.

“I find the kiosk very modern and convenient, at first glance it looks like an ATM and the usage is quite simple. Instead of having to wait in line for the officer to receive the documents, now with this machine it is much more convenient, when I have something to do with the procedures, I can quickly go up to the machine and submit it myself, then when I get home I can easily monitor the progress of the documents processing,” Mr. Canh shared.

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Mr. Nguyen Canh transacts administrative procedures using the Public Service Kiosk

Mr. Tran Thanh Hai - Chairman of Binh Phu Commune People's Committee said that before the public service kiosk was equipped, many people came to do administrative procedures directly. In addition, the time to process a file was also very long, leading to overload and inconvenience for people waiting.

The Chairman of the People's Committee of Binh Phu Commune shared: "Now, through the kiosk, people can submit their documents and receive appointment slips themselves, which is very convenient. In addition, this model is also a measure for people to access and evaluate the performance of civil servants at the one-stop department. From there, it helps to improve the quality of satisfaction for people and strengthen the responsibility of civil servants in performing their duties."

“In the long term, the kiosk can also move to public places such as village cultural houses and densely populated areas when citizens need to carry out administrative procedures according to events, so it is very flexible,” Mr. Hai added.

In the coming time, Quang Nam will evaluate the effectiveness of this kiosk pilot model and replicate it to communes and wards across the province to synchronize on the online system with the goal of helping Quang Nam maintain a good national level in the Index of serving people and businesses.

As of August 26, according to data extracted from the National Public Service Portal, the People and Business Service Index of Quang Nam province reached 80.02 points, ranking 22nd out of 63 provinces and centrally-run cities.

Ha Nam