With the operation of a two-tier local government system, tasks are deployed more at the grassroots authorities, and the workload increases significantly. Based on this reality, localities have determined that to better serve the people, the government must proactively change to be closer to citizens.

Improving service quality

As a central area with a high population density, Buon Ma Thuot ward handles a substantial number of administrative procedures (APs) daily. To promptly process applications as well as improve service quality, the Ward People’s Committee focuses on implementing a comprehensive set of solutions to simplify procedures, reduce costs, as well as minimize processing time. The top priority is digitizing and synchronizing documents on the national public service portal. The ward commits to ensuring 100% of documents are fully digitized with complete components alongside resolution outcomes, while verifying resident data to gradually replace hard copy documents with electronic data. Consequently, more than 95% of APs in the ward have been resolved ahead of schedule, contributing to increased satisfaction among citizens and businesses.

Residents of Ea M’droh commune learning about administrative procedures publicly posted at the Communal Public Administrative Service Center.

Comrade Nguyen Thanh Vu, Chairman of Buon Ma Thuot Ward People’s Committee, said that the Ward People’s Committee has decisively directed specialized agencies to implement the model under which “Seven APs that are received, resolved, along with results returned within the same day.” This model is prioritized for procedures with a large volume of applications, where all required documents have been provided and no verification is required according to regulations.

Simultaneously, at the Ea M’droh Communal Public Administrative Service Center (PASC), officials proactively guide people in carrying out APs. Alongside improving service attitudes, Ea M’droh commune is also promoting DX along with applying IT in resolving APs. Currently, 100% of officials together with civil servants have been equipped with computers connected to the Internet/LAN. The rate of digitally signed and interconnected electronic documents has reached over 90% (excluding confidential documents). 4G mobile alongside fiber optic internet coverage has reached all 30 villages coupled with hamlets.

Building a professional and modern administrative system

The transition of grassroots officials combined with civil servants from a management mindset focused approach to a service-oriented one not only helps to expedite the process of handling APs but also brings public satisfaction.

Residents guided through procedures right at the reception counter of the Provincial Public Administrative Service Center.

In the administrative reform (AR) process, Dak Lak province has determined that to build a professional, modern, and substantive administrative system, the most important thing is to create a strong transformation from awareness to action among officials, civil servants, along with public employees. Directive No. 09-CT/TU dated February 6th, 2026, issued by the Standing Committee of the Dak Lak Provincial Party Committee on strengthening administrative discipline as well as promoting APR has concretized the provincial determination to build a service-oriented administration.

Director of the Department of Internal Affairs, Mr. Truong Ngoc Tuan, affirmed: “AR is a renewal of thinking combined with service methods. APR will become simpler and more effective when each official together with employee handles work for citizens along with businesses with a sense of responsibility and dedication. When discipline coupled with order are strengthened, working methods are standardized, alongside public service culture is enhanced, the strength of the entire political system will be unleashed, creating a solid foundation for successfully implementing the provincial development tasks.”

Translated by TRINH THUY