In 2026, Dak Lak province targets over 90% satisfaction among citizens and organisations in administrative procedure handling, with 100% of feedback and recommendations processed on time. This is not merely an administrative target but also reflects a strong commitment to reform, aimed at building a service-oriented administration centred on citizens.

Simplifying procedures and shortening processing time

Identifying the reduction and simplification of procedures as a central task of administrative reform, in 2025 the province completed a review of 1,092 administrative procedures and proposed simplification plans for 43 procedures across various sectors to facilitate citizens and enterprises.

Regarding production and business activities, the PPC simplified two administrative procedures under its authority. Simultaneously, agencies, units and localities are assigned to review alongside streamline internal procedures, ensuring at least a 20% reduction in both internal procedure numbers together with compliance costs. The PPC also directed departments and agencies to strengthen inspection, guidance, while promptly addressing difficulties, particularly bottlenecks in handling administrative procedures.

Citizens receiving guidance on administrative procedures at the provincial Public Administrative Service Centre.

A key highlight is the improved effectiveness of the Public Administrative Service (PAS) Centre system. Since July 1, when the two-tier local government model became operational, 102 PAS centres have been established across all communes and wards, alongside the provincial-level centre, effectively meeting the growing demand for administrative services of citizens and enterprises.

At the grassroots level, adequate provision of facilities, equipment and personnel has ensured smooth handling of administrative procedures. Support from postal and telecommunications enterprises, as well as community digital technology teams, has accelerated the digitisation of records and documents, ensuring that application processing remains uninterrupted without delays.

Improving service attitude

Recent practice shows a clear improvement in the service attitude of officials and civil servants working at PAS Centres across the province. Mr. Tang Tang San, a Dao ethnic resident of Hamlet 6, Ea M’Droh commune, said that staff are open and enthusiastic in guiding necessary procedures. Applications are received and processed quickly. In addition, staff also provide guidance on using online public services so that future procedures can be completed from home without the need for travel.

Official at the Tan Lap ward Public Administrative Service Centre guiding citizens in carrying out administrative procedures.

Citizen satisfaction serves as a key measure of government service performance. Accordingly, Dak Lak province continues to enhance leadership responsibility in directing reform, linking administrative reform tasks with the specific responsibilities of each unit and locality.

In the coming period, the province will strengthen administrative discipline, refine internal professional processes alongside coordination mechanisms among agencies and units, as well as accelerate the adjustment of electronic procedures in line with new regulations on decentralisation and delegation of authority. This will move towards administrative procedures that are not bound by administrative boundaries within the provincial level, as well as build a modern administration capable of adapting to new governance requirements.

Translated by KHUONG THAO