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| Handling administrative procedures for residents at the Public Administrative Service Center of Thuy Xuan Ward |
Surprised by the professionalism
On the morning of July 2nd, as soon as she arrived at the Public Administrative Service Center (PASC) of Thuy Xuan Ward, Ms. Tran Thi Ngoc Anh, a resident of the former Thuy Bieu Ward, was warmly welcomed by young volunteers who greeted her, asked about her needs, and guided her to the appropriate administrative service counters. At the administrative procedure desk, Ms. Anh was attentively assisted by staff, and within a short period of time, she had completed the certification process for her son’s qualifications. Ms. Anh expressed: “At first, I was worried that the implementation of a new ward and a new office would cause difficulties, but I was truly surprised. From the guidance of the young volunteers to the professionalism of the staff handling the documents - everything was quick and efficient. I completed my application in just a few minutes.”
Also at the center, Mr. Nguyen Truong Phuc came to request a change in land use purpose. Not familiar with handling applications online, he was guided step-by-step by staff to use the VNeID app. Mr. Phuc shared: “In the past, I was always hesitant about doing land-related procedures, but now things are getting completely different - much simpler.”
Mr. Vo Hoang Nguyen Huu, Deputy Director of the Thuy Xuan Ward PASC, said that in the first two days of operating under the new two-tier local government model, the center welcomed nearly 100 residents, including those who came just to visit the new office.
Mr. Dang Huu Hai, Deputy Secretary of the Party Committee and Chairman of the People’s Committee of Thuy Xuan Ward, shared: “Immediately after the new model was implemented, the ward quickly stabilized its organizational structure and reorganized reception points to best serve residents. In addition to our regular staff, we reinforced the team with office personnel and staff from relevant departments to prevent application backlogs. Each staff member was assigned clear, specific responsibilities - from receiving, guiding residents through form completion to digitizing applications and especially assisting them with cases requiring higher-level authorities’ approval.”
Technically, the system has been successfully integrated with the National Public Service Portal, ensuring that applications are received and processed in accordance with official procedures, while allowing residents to easily track the status of their applications. Early difficulties related to aligning workflows between different software systems had already been addressed in advance.
The Ward’s Youth Union also formed a volunteer team to assist residents with administrative procedures, especially with completing electronic forms. “We recognize this as an important transition period, and early challenges are to be expected. What matters most is the service mindset and our proactive efforts to overcome difficulties to ensure residents’ satisfaction,” emphasized Mr. Hai.
At Phu Xuan Ward, the number of residents arriving for administrative procedures was already high from early morning. Mr. Tran Van Hai, 65 years old, who came to apply for a land use right certificate, expressed his satisfaction: “The staff gave me clear and thorough instructions. I hope this level of friendliness will continue in the future.”
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| Guiding residents to submit applications online |
Meanwhile, in A Luoi 1 Commune, the number of residents coming to handle administrative procedures during the first two days remained low, with only eight cases, mainly related to birth registration and marriage registration. Mr. Ho Van Thang, a resident of A Tia 1 Village, shared: “With the help and guidance from local officials, we completed our marriage registration easily. We were even congratulated and wished happiness by the commune officers - it felt very joyful and heartwarming.”
Close adherence to guidelines and support
According to Mr. Nguyen Van Hai, Deputy Secretary of the Party Committee and Chairman of the People’s Committee of A Luoi 1 Commune, the commune has a population of 12,403, with 90% belonging to ethnic minority groups. To ensure convenience for residents, in addition to the main Public Administrative Service Center at the commune headquarters, two additional reception points have been set up at the former Hong Thuy and Son Thuy communes. At each location, officials are assigned to assist residents with administrative procedures. The centers are equipped with machines and software that are synchronously connected with the city’s central system, helping to minimize travel for residents.
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| The Public Administrative Service Center of A Luoi 1 Commune actively handling administrative procedures for residents |
However, Mr. Nguyen Van Hai also acknowledged that some staff members were not yet proficient with the new technology. As a result, the Department of Science and Technology is working in coordination to provide additional training in operations and digital skills. At the same time, the commune is also promoting the role of local digital community groups in the villages to train and guide residents in actively approaching and effectively using digital tools.
According to statistics from the Hue City Public Administrative Service Center, in the first two days of operating under the two-tier local government model, as of 3:00 p.m. on July 2nd, 40 commune- and ward-level centers had received more than 846 applications, with 220 applications already processed. The communes/wards receiving the highest number of applications included Quang Dien Commune (103 applications), Phu Xuan Ward (90 applications), Thuan Hoa Ward (69 applications), Chan May – Lang Co Commune (51 applications).
Currently, the entire technological infrastructure - including data centers, cloud computing systems, internet connections, and specialized equipment - has been fully installed across 41 Public Administrative Service Centers in 40 wards and communes, as well as the city.
Mr. Nguyen Ngoc Cuong, Deputy Chief of Staff of the City People’s Committee and Director of the Hue City Public Administrative Service Center, stated: “All technological infrastructure, from data centers and internet connectivity to specialized equipment, has been adequately invested to ensure smooth operations.”
Mr. Cuong also added that city leaders were continuing to inspect and address challenges at local units. Since June 30th, 2025, the Hue City People’s Committee has established an online conference system connecting the city government, departments, and agencies with the 40 commune-level administrative centers. This system enables direct and timely support, providing guidance and resolving issues that arise during the operation of these local centers.