Hanoi's Public Administration Service Center announced on December 9 a partnership with Vietnam Post (VNPT), Viettel Post, and Viettel Customer Service to enhance administrative processes with postal and multi-channel call center solutions.

Overview of the signing ceremony. Photos: The Hanoi Times

Reporting on the policy of involving private resources in public administrative services and implementing the pilot project for establishing online public service agencies, Director of the Hanoi Public Administration Service Center Cu Ngoc Trang highlighted that the capital is one of five localities tasked with piloting the model of a single-tier Public Administration Service Center under the municipal People’s Committee.

The objective is to systematically “improve and enhance the overall quality” of public administrative services provided to residents and businesses, said Trang.

He added that by implementing this new model in the current context, the center has identified the socialization of public administrative services as both an inevitable trend and a critical step toward improving service efficiency, enhancing quality, and reducing the burden on the state administrative apparatus.

“This initiative will help create a more transparent and service-oriented government system for the capital that is more responsive to the needs of residents and businesses,” Trang continued.

The implementation of this policy is primarily demonstrated through partnerships and collaboration between the Public Administration Service Center and postal companies, information technology enterprises, and private businesses to provide comprehensive support to citizens and businesses before, during, and after completing administrative procedures.

A key focus in the short term is the pilot implementation of the online public service agency model. This involves establishing a network of service agencies in densely populated areas with limited access to technology, as well as in suburban wards and communes where online public services are underutilized.

Online public service agencies will assist residents in (i) registering accounts on the national and municipal public service portals; (ii) guiding and assisting in the submission of online applications or referring applications in cases where online submission is not feasible. (iii) connecting with the Public Administration Service Center to expedite the processing of applications through online systems; (iv) providing responses to applications via postal services or in person at the service agency.

Vice Chairman of the Hanoi People's Committee Ha Minh Hai at the event.

During the pilot phase, two postal units will provide free assistance to residents in completing online public services and training in digital skills. 

Before December 15, 2024, the center will finalize and issue the pilot plan, identify suitable locations for public service agencies with adequate equipment and facilities, and develop IT solutions for seamless system integration. In January 2025, the center will develop procedures and organize staff training. By February 2025, small-scale pilot agencies will be launched in urban districts of the city. Public awareness will be raised through media channels such as television, social media, and local broadcast systems. By March 2025, the pilot will be expanded citywide.

Trang said that the pilot of online public service agencies will encourage residents to adopt online public services and develop essential digital skills.

In their commitment to collaboration, representatives from Vietnam Post Corporation, Viettel Post JSC, and Viettel Customer Services reaffirmed their commitment to implementing the terms agreed in the memorandum of cooperation, complying with government regulations, and allocating resources to achieve common goals that benefit residents, businesses, and the sustainable development of all parties.

Delegates review the pilot model.

Citizens and businesses as central beneficiaries

Speaking at the ceremony, the Director of the Administrative Procedure Control Department under the Government Office Ngo Hai Phan said that the partnership between the center and the companies demonstrates the center's effectiveness in addressing administrative procedures.

To ensure quality service for citizens and businesses during the pilot phase, Phan stressed the need for strict quality control in guiding citizens through online procedures. He highlighted the importance of avoiding issues such as "postal brokers," delays in forwarding documents to relevant authorities, or insufficiently trained postal staff, which cause repeated trips and affect work quality.

Deputy Chairman of the Hanoi People’s Committee Ha Minh Hai affirmed that the city's four-step administrative reform strategy—"choose the right people, build trust, provide support, and evaluate outcomes"—is exemplified by the agreements signed at the ceremony. With clearly defined goals, this initiative will accelerate the city's progress toward achieving the principles of “three no’s”: no geographic boundaries, no intermediaries, and no physical paperwork; and “two zeroes”: zero administrative offices and zero procedural barriers.

“The agreements signed today are perfectly coherent with the city’s direction. Notably, the municipal People's Council is reviewing a resolution to support the cost of delivering results to residents' homes through postal services for online public service users, as well as funding the receipt and delivery of results for individuals with meritorious service and social protection beneficiaries. These are crucial measures that will allow today’s agreements to be brought into effect quickly,” Deputy Chairman Ha Minh Hai stated.

He called for a careful online public service agency rollout. Postal companies must commit to ensuring the best possible facilities for citizens accessing online public services, with staff possessing the necessary skills and professional attitudes to guide citizens effectively. Information technology systems must be seamlessly connected, intelligent, and genuinely supportive of citizens, officials, and postal employees in executing public services.

The Hanoi Public Administration Service Center was urged to develop a comprehensive proposal and implementation plan for the tasks outlined in the memorandum of understanding, promptly report challenges, and propose timely solutions to the city for effective resolution.