Maximizing services for citizens and enterprises’ convenience
Hanoi has modernized its administration through Information & Technology (IT) application to build e-government with a view to improve bureaucratic efficiency at all level and to better serve citizens.
Creating the most favourable conditionsSince 2016, the application of IT of the city has witnessed many updates and which has transformed the management, instruction and handling of administrative procedures at all agencies. The awareness on IT application has been raised throughout the city’s bureaucratic system.
“The IT application has not only improved the management but also in public service supply including healthcare, education, transportation, land use right certification, social insurance and health insurance. Hanoi city has capitalized on the population database to provide online public services on legal matters, citizen ID, kindergarten, grade 1 and grade 6 pupil enrollment and piloting the digital ward and digital school.
One-stop-shop bureaucratic procedure handling in Phuc Dien Ward (North Tu Liem District)
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To optimize the healthcare services, Hanoi city has worked out citizen health records based on the population database and medical checkups. A database network connecting 41 hospitals of district level and central level has been set up to manage the citizen health condition. The “3 in 1” interconnected procedures in issuing birth certification – family registration – health insurance issuance for children under the age of 6 has been applied to 30 districts, with 584 wards and communes through digital transactions and mailing. The issuing time has been reduced to 2 days form 7 days at municipal districts and 3 days at rural districts.
Aiming to satisfy of 80% citizens, organizations and enterprises
The City has established a system providing 5 public online services (POS) at stage 3 (users can complete entire transactions online) in the field of justice matters to all wards and communes; 2,507 administrative procedures are provided online in the City portal, in which 374 are provided at stage 3 and 81 at stage 4 (more efficient, integrated, unified and personalized service). In the first 6 months, Hanoi has operated 53 administrative procedures through stage 3 POS ( 90.54% documents submitted online ) and operated 2 administrative procedures through stage 4 POS.
Along with the City top leaders effort, all the city’s agencies, districts, wards and communes have taken drastic solutions to increase the speed of POS application. At Hai Ba Trung District, since August 2016, 20 wards have implemented POS at stage 3 on interconnecting administration procedures for childrens under 6 years old and the process of issuing death certificates. If the rate of POS in wards only reached 30% in the first month, now it has increased to 100% in Bach Khoa, Quynh Loi and Vinh Tuy Wards in which 10% citizens submitted documents online. At Phuc Dien Ward (North Tu Liem District), thanks to the staffs’ effort in promotion and instruction for citizens about public online services, , the Ward People’s Committee has handled 279 documents through stage 3 POS since the beginning of this year, in which 99% cases on time; 96% receive “positive” and “very positive” responses from citizens when asked about the staff’s attitude. At Ha Dong District, 100% wards have 2-3 hotspots at residential area for citizens to use POS.
“This result coming from the drastic instructions from the City, as well as the consistent implementation by the bureaucratic system from all levels with the aim to serve the citizens in a modern, professional and efficient manner, making a breakthrough in the attitude of staffs to serve citizens, organizations and enterprises better”- The Vice Chairman of Hanoi People’s Committee Le Hong Son said. Hanoi has also set up implementation plan in phases, in which ensure to provide 70—80% POS level 3, 4 from now until 2020, bringing the citizens, organizations and enterprises’ satisfaction to above 80% in 2018.
“We are very pleased with the POS implementation. Especially the establishment of hotspots in residential areas to support citizens in POS application. This has really saved time and effort for us”, said Tran Thi Hue at Van Phuc Ward, Ha Dong District.
Hanoi currently ranks second nationwide in the ICT index, which indicates the readiness for communication technology development and application, and 14th in the 2016 Provincial Competitive Index (PCI), an increase of 10 places in comparison to the previous years. Especially, in accordance to the recent announcement of Central Steering Committee for Administrative Reform, Hanoi ranks third in Public Administration Reform (PAR) Index in 2016, an up by 6 places in comparison to the previous year.
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