According to local officials, many departments and units in Hanoi have taken numerous measures in the first half of 2024 to streamline government administration, save time and money for people and businesses, and reform administrative procedures.

Timely handling of administrative procedures

The one-stop shop of Thuy Khue Ward (Ba Dinh District).

In Hanoi, 100% of administrative procedures are handled through the one-stop shop and one-stop integration mechanisms. In the first six months of the year, the organization and implementation of the review and simplification of administrative procedures in Hanoi has been highly effective; the publication of administrative procedures has been strictly and properly carried out, ensuring that organizations and individuals can easily and conveniently access and carry out administrative procedures, according to the Hanoi Municipal People's Committee.

The city has been successful in completing administrative procedures on time or ahead of schedule. The rules were followed in receiving and processing suggestions and comments on administrative rules and practices.

In the second quarter, the total number of administrative cases resolved citywide was 1,107,196, of which 1 million cases were on or ahead of schedule, a rate of 99.8%, according to the city's report.

Many agencies and units have invested in modern equipment at the one-stop shops at all levels and in the districts (Ba Dinh, Dong Anh, Quoc Oai, Hoai Duc, Thuong Tin), including computers, printers, scanners, automatic number dispensers, surveillance camera systems, citizen information kiosks, and smart kiosks.

The city has developed a common and synchronized standard for the one-stop shop at all levels to meet requirements and integrate IT applications. This has created a unified, convenient and modern service-oriented administrative environment. Administrative processes for citizens and organizations are handled in a specialized, professional and customer-oriented manner.

Innovative ideas to enhance administrative workflows

Residents in Quan Thanh Ward, Ba Dinh District explore the digital signature model.

In addition, government departments and agencies continuously support initiatives to reform administrative procedures to guarantee the efficacy and quality of administrative procedure resolution while also saving time and money for individuals and corporations.

For example, in Bac Tu Liem District, the Chairman of the District People's Committee uses a VCC Call Center package to receive feedback from citizens, consisting of a server and 30 individual extensions belonging to the various departments, sectors and units with administrative procedures, as well as the People's Committees of 13 wards.

As a result of the prompt attention given to the input received, the agency stated that there is now a more favorable mechanism for individuals, groups, and businesses to participate in government management and oversight.

Another model in Thanh Xuan District has also applied the "Signature Verification at Home" initiative for the elderly and infirm. It has also implemented the "walk-in day" model, which halves the processing time for all administrative procedures related to civil status, document certification and signature verification.

The one-stop shop section in Thanh Xuan Nam Ward has implemented the model with the theme of "three noes" (no late appointments, no inconvenience, no more than one document supplement in resolving administrative procedures); and "three knows" (know how to greet, apologize and thank). 

The county also said that they are piloting "support for the implementation of administrative procedures on the public service portal through the ward's Zalo page" to create favorable conditions for citizens, organizations and businesses.

 At the same time, the focus is on building, integrating and sharing specialized databases, particularly with the National Population Database and specialized sectoral databases, laying the groundwork for implementing digital transformation in administrative procedure reforms.

The Municipal People's Committee has launched four key shared information systems and applications, including the city reporting system, the city's centralized document and management system, the Zalo-based feedback channel for citizens and enterprises, and the Party committee meeting management application.

"These systems are integrated and ready to share data with central ministries and the government," the agency said.