Hanoi will establish a customer service hub within the city's Public Administration Service Center as a step forward in the reform of the city’s administrative procedure and the implementation of a one-stop shop system.

Residents come for public services in Hai Ba Trung District. Photo: Dinh Son

In early October, the Hanoi People's Council approved the establishment of the Hanoi Public Administrative Service Center to centralize administrative procedures and intensify digital transformation to streamline services for residents and businesses. 

The establishment of this center follows the decisions of the National Assembly and the Government requiring provincial and municipal governments, including Hanoi, Ho Chi Minh City, Binh Duong Province, and Quang Ninh Province, to pilot the model of a one-level public administration service center under the direct supervision of provincial-level People's Committees.

The center serves as a hub to support the Hanoi People's Committee in controlling, accelerating, and coordinating the resolution of administrative procedures, applying information technology, and driving digital transformation in the delivery of public services to residents and businesses.

It cuts the number of single-window service points and innovates the way applications are submitted, ensuring access the public services within a 30-minute travel radius or no more than five kilometers, with services available around the clock.

It simplifies administrative processes, increases transparency, and reduces corruption while changing the mindset and attitude of civil servants in performing their public duties. 

The center increases the efficiency of administrative process control to help Hanoi achieve its digital transformation and administrative reform targets, particularly online public services.

The Hanoi Public Administration Service Center will help reduce the number of single-window offices from nearly 700 to 30 branches and the number of civil servants handling administrative procedures from about 2,800 to about 200. This is estimated to save the state budget of over VND13.3 billion (US$537,000) per month in salaries, benefits, and related expenses.