Hybrid conference on implementing administrative reform tasks for the final months of 2026, reviewing the “100 Days of Digitizing, Cleansing and Standardizing Data” campaign, and assessing 180 days of land registration, cadastral record preparation and completion of the provincial land database

Clear improvements in serving residents

With the goal of creating clearer progress in the final months of the year, at the conference on AR tasks, the Chairman of the Thai Nguyen Provincial People’s Committee requested departments, sectors, agencies and localities to focus intensively and implement coordinated solutions to place Thai Nguyen among the nation’s five leading localities in AR in 2026. This is not merely a ranking target but a “political imperative” requiring decisive, coordinated and responsible action by the whole system, from provincial to grassroots levels, because a top-five AR position cannot be measured solely by a place on a ranking table. It must be underpinned by substantive improvements in governance quality, the effectiveness of AP processing, and the satisfaction of people and businesses. The clearest measure of such improvements is at the grassroots level, where residents directly complete procedures, receive results and experience the quality of government service. Each application received and each procedure completed smoothly provides a tangible measure of the administrative system’s service performance.

At the Public Administrative Service Center of Ba Xuyen Ward, clear changes in the way residents are served are readily apparent. Administrative procedure requirements are publicly posted, residents receive guidance from the intake stage, and dossiers are checked, digitized and processed through the system. This approach shortens processing time, reduces the need to supplement dossiers and make repeated visits, and gradually establishes a modern, transparent and effective working method. Residents have recognized and positively assessed these changes. Do Xuan Truong, of Group 5, Ba Xuyen Ward, said: “Previously, whenever I had an matter involving administrative procedures, I was hesitant because I did not know what documents to prepare. Now staff here give specific instructions, so I feel more assured. Some procedures are explained for online completion, which is very convenient and saves time. I hope staff will continue supporting people, especially older residents and those unfamiliar with online public services.”

Residents receive guidance from staff of the Ba Xuyen Ward Public Administrative Service Center in completing administrative procedures

In addition to process innovation, the human factor has been identified as crucial to improving service quality. For officials and civil servants who directly interact with residents, every step they take and every instruction they provide helps shape the public’s perception of the administration. Nguyen Thu Hien, a specialist at the Ba Xuyen Ward Public Administrative Service Center, said: “When receiving and processing dossiers, we always guide residents fully and clearly from the outset to minimize the need for supplementary documents or repeated visits. For residents unfamiliar with online public services, staff provide direct, step-by-step support, from preparing dossiers to performing operations on the system. We regard public satisfaction as one of the important measures of our work.”

Thanks to stronger digitalization combined with greater responsibility among officials and civil servants, the receipt and processing of AP applications in Ba Xuyen Ward has become increasingly systematic and convenient. Since the beginning of the year, 99.9% of AP applications and processing results in the ward have been digitized, and the online-payment rate has reached 100%. These figures reflect not only technology adoption in AP processing but also a change in how residents are served. According to Comrade Nguyen Thai Ha, Vice Chairman of the Ba Xuyen Ward People’s Committee, to contribute to the province’s common objective, the locality has clearly assigned responsibilities and tasks to each specialized division and official, regularly monitored and assessed progress and results, and seriously reviewed AR shortcomings to identify responsibility and take timely corrective measures.

At the Dong Hy Commune Public Administrative Service Center, rather than simply receiving and processing dossiers under standard procedures, staff proactively coordinate to resolve emerging problems and reduce residents’ waiting time. Comrade Nguyen Xuan Loc, Director of the Center, said: “The Center’s mission is not only to receive and process dossiers in accordance with regulations; it is also to proactively accompany and support residents throughout the procedure. When problems arise, staff must promptly provide guidance and coordinate with specialized sections to address them

Staff at the Phu Thinh Commune Public Administrative Service Center receive and process administrative procedures for residents

Grassroots improvements are producing tangible administrative reform results. Thai Nguyen regularly ranks among the five leading localities for governance and service quality on public service platforms; 100% of AP applications are accepted and their results returned regardless of administrative boundaries; the on-time processing rate is 99.93%; and resident satisfaction is 99.21%.

These are positive results, but they also raise the bar for the remaining months of the year. When only one rank separates sixth place from the top five, every criterion, indicator and score matters. More importantly, the numbers must be backed by consistently maintained service quality across every locality, agency and unit, and by the ability to address the actual needs of people and businesses more quickly, conveniently and substantively.

The final months of 2026 have been identified as an acceleration period. Departments, sectors, agencies and localities must address remaining weaknesses, improve the quality of AP processing, advance digital transformation, and strengthen discipline, order and public-service responsibility. Once the goal is to join the leading group, AR cannot stop at merely being “procedurally correct and on time”; it must deliver real effectiveness and convenience to people and businesses. Alongside process reform and stronger leadership responsibility, workforce quality and public-service discipline will therefore remain key factors.

Comrade Vu Van Yen, Deputy Director of the Department of Home Affairs, inspecting public-service performance and administrative reform in An Khanh commune

Vu Van Yen, Deputy Director of the Department of Home Affairs, said: “In the coming period, agencies and units need to continue reviewing and addressing criteria that remain weak; strengthen the responsibility of heads of agencies; improve the quality of AP processing, especially for procedures directly affecting people and businesses; accelerate digital transformation; improve online-public-service delivery; and intensify inspections of public-service performance, discipline and administrative order.”

From its top-five goal, Thai Nguyen is gradually moving from a mindset of “completing tasks” to one of “improving service quality.” Every agency and unit is a link in the reform process; every official and civil servant has a direct role in determining service quality; and people and businesses are both the center and the measure of administrative effectiveness. When reform is carried out through each official’s responsibility and public satisfaction is the benchmark, a top-five ranking will be more than a destination on a chart; it will become motivation to build modern, transparent, disciplined and genuinely service-oriented administration.