Hanoi center streamlines government processes with digital innovation

Cu Ngoc Trang, Director of the Hanoi Public Administration Service Center, told Hanoimoi Newspaper about the center's role in improving the quality of public administration services in the city.

What does it mean to set up the Hanoi Public Administration Service Center?

iHaNoi's interface. Photo: Lao dong Thu do Newspaper

Hanoi’s leaders have consistently emphasized the city’s role as a pioneer in establishing its Public Administration Service Center, guided by the operational motto "Smart Administration - Dedicated Service." This initiative seeks to enhance the quality of public administration and streamline service delivery.

From this perspective, the center aims to always provide professional and efficient public administration services, ensuring that citizens and businesses can access and complete administrative procedures quickly, conveniently and accurately.

Moreover, the center seeks to increase transparency and accountability, allowing citizens to understand the process and progress of their applications, thereby discouraging negative practices, corruption, and non-transparency.

The center uses digital technology and modern platforms to digitize processes, provide online services and reduce paperwork. It also helps citizens access government services, increasing satisfaction and trust through dedicated service and continuous feedback for improvement.

The establishment of the center represents a comprehensive and thorough reform of the organization and operation of the "one-stop" department, improving the service of officials and civil servants with synchronized solutions. The move has received support and approval from citizens and businesses.

Which phase of the center’s three-phase operation is the most important?

Phase 1, from October 1, 2024 to March 31, 2025, has been identified as the critical phase of the three operational phases.

During this period, the Center focuses on consolidating its organizational structure, prioritizing technological development (especially digital infrastructure and platforms), recruiting experts and scientists, and creating an internal governance framework. It will also roll out the control of administrative procedures, establish branches, restructure administrative processes and install new technological infrastructures while preparing the necessary conditions for the subsequent phases.

Based on the readiness of facilities, information systems and digital infrastructure, the center plans to take over the handling of administrative procedures currently under the jurisdiction of various departments on a trial basis from March 1, 2025. The center is studying the locations for handling administrative procedures based on population density and residents' technical skills, among other criteria.

What activities has the center undertaken since its inception?

Cu Ngoc Trang, Director of the Hanoi Public Administration Service Center. Photo: Thanh Hai/Economic & Urban Newspaper

The center has expanded its online public service system, offering nearly 1,200 services integrated into the National Public Service Portal. It has launched an online public service agency model through postal companies and plans to expand to 100 agencies by March 15, 2025.

It has also reorganized its "one-stop" offices in 30 districts to operate under a non-administrative border model. It aims to establish 12 regional branches in line with the Party Central Committee's Resolution No. 18-NQ/TW on "Some Issues on the Further Innovation and Organization of a Streamlined, Effective and Efficient Political System" to optimize service efficiency for citizens and enterprises in handling administrative procedures.

The center has completed the Public Service Reporting Module and the Reporting Information System, which monitors the quality of processing of administrative procedures. It is currently programming electronic verification, non-administrative borders and digital payments.

In addition, the center will work with the Ministry of Public Security's Social Order Management Police Department and other local authorities to digitize the results of effective administrative procedures by the end of 2025.

Regarding the implementation of the iHaNoi citizen application, the total number of registered user accounts has reached nearly 5.3 million, with about 40,000 feedback and complaints submitted.

The center has been working with the Department of Information and Communications to improve the city's administrative process system and is collecting public feedback while assisting iHaNoi users through the hotline 1022 - extensions 7 and 8.

What are the center's plans for 2025?

In 2025, the center focuses on establishing and operating branches in a modern, professional and effective manner.

It aims to achieve the goals of reforming administrative procedures, contributing to the improvement of the Provincial Competitiveness Index (PCI), the Public Administration Reform Index (PAR Index), the Public Administration Performance Index (PAPI), the Public Administration Satisfaction Index (SIPAS), and the Provincial Digital Transformation Index (DTI), with the goal of becoming a national leader.

The center is committed to a comprehensive and substantial digital transformation in the processing of administrative procedures.

In addition, it will organize branches and online public service agencies, devise mechanisms for non-administrative border procedures, increase transparency in processing applications, and improve service efficiency for citizens and businesses through a centralized, interconnected system across the city.

The center will continue to restructure the remaining administrative procedures, develop electronic procedures, trim unnecessary steps, and integrate artificial intelligence (Al) for consulting and handling inquiries on administrative procedures.

It will also use the evaluation system to monitor and assess the quality of services provided to citizens and enterprises in real time on electronic platforms, ensuring timely and high-quality processing of administrative procedures; strict measures will be taken against officials who cause difficulties for citizens and enterprises.

In addition, the center will improve the collection of feedback from organizations, businesses and citizens through the iHaNoi app, hotlines, suggestion boxes, social media or direct reports, and address complaints related to administrative procedures and officials. It will ensure strict handling of violations and improve recruitment and placement of civil servants according to standards, providing training to improve management and professional skills.

All these solutions are aimed at carrying out the guiding principles set by the Party and General Secretary To Lam on a new era for the nation, with a special focus on effectively putting into practice Resolution No. 57-NQ/TW of December 22, 2024, on breakthroughs in the development of science, technology, innovation and national digital transformation.

Thank you for your time.