Hanoi strengthens people-centered leadership to build a transparent and happy city

THE HANOI TIMES — Across Hanoi, local administrations are reaching out to citizens, hearing their voices and dedicating themselves to serving the people with sincerity.

Among them, Tay Ho Ward stands out as an exemplary model, earning the city’s highest score of 95.13 points in the index assessing the quality of public administrative services to citizens and businesses.

This index measures local government performance based on six pillars: transparency, processing speed, online services, electronic payments, citizen satisfaction and record digitization.

The result reflects years of steady effort and Tay Ho’s proactive, creative and responsible approach in testing new governance models.

Ho Tay Ward has led in applying digital technology, artificial intelligence, virtual assistants and robots in public communication, offering residents a modern and friendly service experience.

“Each improvement in the index and every higher ranking means better service for citizens, greater convenience for businesses and stronger public trust in the government,” said Nguyen Dinh Khuyen, Chairman of the Tay Ho Ward People’s Council.

He added that the ward would continue to put citizens and businesses at the center, promote technology and build a team of friendly, responsible and professional officials who see serving people as a duty.

In the same spirit, the authorities of Son Tay Ward and Tung Thien Commune on October 21 held meetings with local residents.

These meetings gave people a chance to meet Party, People’s Council and People’s Committee leaders and to raise concerns about land use, site clearance, environmental protection, administrative procedures and community life.

In responses, local leaders in Son Tay Ward and Tung Thien Commune listened, clarified issues and proposed immediate solutions.

Ngo Dinh Ngu, Chairman of the Son Tay Ward People’s Council, said that direct dialogue helps leaders understand citizens’ opinions and aspirations, strengthening unity in Party building, governance and development.

Nguyen Viet Dat, Chairman of the Tung Thien Ward People’s Committee, affirmed that listening to and solving citizens’ petitions remains a top priority. He said citizen satisfaction is the key measure of administrative performance.

Since the beginning of the year, the Party Committee, People’s Council and People’s Committee of Hanoi have encouraged ward and commune governments to strengthen links between leadership and residents and to improve public service quality.

Several programs have been launched, including “Digital Literacy for All” and “Mobile Administrative Services.” Officials guide residents in using online public services and assist them with on-site paperwork, especially in remote and disadvantaged areas. Thanks to these efforts, all residents now have access to online administrative services.

Associate Professor Bui Thi An, Director of the Institute for Natural Resources, Environment and Development, said that officials’ leadership style and conduct reflect Hanoi’s cultural and ethical standards in public service.

“Being rich is good, but wealth alone does not bring happiness. True happiness is when citizens feel no fear or hesitation when visiting government offices,” she said.

“I hope Hanoi’s leaders ensure that people feel heard and respected,” An said at the seminar “Turning Hanoi’s Vision into Reality: Building a Modern, Civilized, Happy Capital with Breakthrough Development in the New Era”, co-hosted by Kinh te & Do thi Newspaper, Tay Ho Ward authorities and the Hanoi Center for Communication, Data and Digital Technology today (October 22).

According to An, changes in officials’ attitudes and working styles directly influence the quality of governance and public trust.

She praised the “Listening to the People” model in Ngoc Ha Ward, where leaders actively meet citizens and respond to their concerns. She called it a prime example of close and effective governance.

The model allows residents to scan a “Ngoc Ha Feedback” QR code to send comments online instead of visiting government offices. After 10 days, the ward received 137 feedback messages, 85% of which were resolved the same day. The messages mostly concerned integrating health insurance into VNeID and removing illegal barriers.

“Officials are the decisive factor. When people truly change from the heart, driven by a spirit of service, every policy becomes effective,” An said.

She added that the model reflects a genuine spirit of serving the people and helps build an approachable and open-minded leadership style at the grassroots level.

An also suggested creating a “Hanoi Official” brand that embodies politeness, intelligence, culture and efficiency, while including “citizen happiness” as a key performance indicator at ward and commune levels.

“Where citizens are satisfied, breakthroughs happen. When people stop complaining, that is the truest form of success,” she said.

People-centered leadership as a measure of culture and trust

Discussing leadership renewal, Professor Ta Ngoc Tan, Standing Vice Chairman of the Central Theoretical Council, said that people-centered governance is essential in today’s context.

He said that modern leadership must focus on creation and service, make citizens’ happiness the highest goal, ensure democracy and encourage public participation.

According to Tan, leaders must be decisive, visionary and accountable. “Without breakthrough thinking, stagnation and decline are inevitable,” he noted.

He emphasized that true leadership exists to create and to serve the people, not personal interests. “Officials are servants of the people,” he said.

Tan added that leaders should work scientifically, with clear goals, methods and persistence in pursuing what is right while officials must modernize their work, apply urban management science and promote digital transformation to improve governance efficiency.

“Each leader must be an example of culture and ethics, from family life to their behavior with citizens,” Tan said. “Where Party members lead by example, the community follows and that is where progress begins.”

According to Dr. Nguyen Viet Chuc, Deputy Head of the Advisory Council on Culture and Society under the Central Committee of the Vietnam Fatherland Front, culture must start from truth and transparency to realize Hanoi’s aspirations.

He said that building a “civilized, modern and happy Hanoi” depends on economic growth, infrastructure development and a deep cultural foundation rooted in honesty, transparency and courage.

“Culture must be deep and reflected in every action, not just in appearances. Openness and transparency are the measures of a truly cultural society,” said Chuc.

He emphasized that transparency in every policy, project and decision is essential to build trust and mobilize public strength.

“To unite people, leaders must first create an environment where citizens can know, participate and contribute,” the official added.

He recalled recent cultural examples, such as police officers and local volunteers giving water to citizens and Hanoians offering seats to visitors during national celebrations of the 80th anniversary of the National Day (September 2).

“That is culture. Hanoi people created a space for everyone to join in the jubilance of the celebration, not just to watch,” he said.

Chuc was confident that if Hanoi continues to nurture its core cultural values of truth, transparency and community spirit, the city will achieve its goals and truly deserve the title “Civilized, Modern and Humane Capital”.