With the official approval of 100% of administrative procedures to be processed irrespective of territorial boundaries by the end of 2025, Dak Lak province has created a breakthrough impetus in administrative reform.

At present, agencies, units and localities have posted and publicly disclosed the list of administrative procedures not bound by territorial jurisdiction at Public Administrative Service Centre (PASC) at all levels and on portals/websites, while organising communication and guidance so that citizens, organisations and enterprises are informed and able to carry them out.

This is also one of the solutions designed to encourage PASCs to innovate, enhance capacity and improve operational efficiency in order to better meet public demand.

Residents of Ea M’Droh commune receiving guidance on administrative procedures.

Earlier, from May 2025, the provincial PASC was the first unit to implement the settlement of administrative procedures irrespective of territorial boundaries. Hoang Thi Tam, Deputy Director of the provincial PASC, said that instead of having to return to their place of residence, citizens only need to go to the nearest transaction point. Officials, specialists and staff at the centre have provided maximum support to help citizens submit online applications via the National Public Service Portal. To encourage the use of online administrative procedures, at the third extraordinary session held on October 30, 2025, the 10th Dak Lak Provincial People’s Council, term 2021-2026, also adopted a resolution stipulating a zero-fee rate for administrative procedures conducted through online public services within the province.

Improving the quality of public service delivery

With the aim of building a service-oriented administration, Dak Lak has implemented a range of coordinated measures to create breakthroughs in administrative reform and enhance satisfaction among citizens and enterprises.

The province has directed agencies and units to complete the adjustment of internal processes and electronic processes for administrative procedures in accordance with new regulations on decentralisation, delegation of authority, determination of jurisdiction for settling administrative procedures, and the implementation of procedures not dependent on administrative boundaries within the provincial scope. At the same time, departments and sectors have been instructed to strengthen inspection and guidance, and to promptly address difficulties and obstacles arising during the receipt and settlement of administrative procedures within their respective fields and areas of management.

In parallel, the province has focused on strengthening capacity at the grassroots level. Accordingly, 102 commune and ward level PASCs have been fully staffed and equipped to meet work requirements. These centres strictly implement the digitisation of files, documents and results of administrative procedure settlement during the process of receipt and handling at the centres. In addition, each centre is assigned two technical staff from VNPT Dak Lak to support and guide citizens in carrying out operations in the digital environment.

Translated by KHUONG THAO