Amid the rollout of two-tier local government model alongside accelerated administrative reform (AR) and digital transformation (DX), Dak Lak has recorded clear improvements in public service quality, affirming the initial effectiveness of a modern administration measured through public satisfaction.

For the people’s satisfaction

Immediately after beginning operations on July 1, 2025, public administrative service centres (PASCs) in all 102 communes and wards were rapidly equipped with facilities, equipment and personnel, ensuring the smooth handling of administrative procedures (APs).

At the PASC in border commune of Ia R’ve, processing times for numerous procedures have been shortened, helping residents save both time alongside costs. Mr. Vu Xuan Ninh, a resident of Hamlet 8, shared: “Previously, we had to travel more than 40 km to the district centre to process documents. Now many procedures can be handled directly at the commune level, while documents can also be submitted online via VNeID, making the process far more convenient”.

Officials guiding leaders of neighbourhood groups along with community digital technology teams in Tan Lap ward on operation of the Urban Planning Information and Construction Licensing Application System.

To achieve these clear improvements after nearly one year of implementing two-tier local government model, grassroots officials have had to quickly adapt to the new operating mechanisms. Vice Chairman of the Ia R’vê Commune People’s Committee, comrade Le Dinh Quy noted that despite the increased workload, the commune has maintained one-stop inter-agency mechanism while establishing community digital technology (DT) teams supporting residents. As an outcome, many elderly people and ethnic minority residents have gradually become familiar with the digital environment.

Following the implementation of two-tier police model, grassroots police forces across Dak Lak have introduced numerous innovative as well as flexible approaches that are close to and responsive to the people, all aimed at serving the residents.

After merger, the number of administrative records combined with procedures serving residents in M’Drak commune increased sharply. The commune police organised evening reception sessions and worked overtime to assist residents with APs. Moreover, M’Drak Commune Police developed the “3-in-1” model, dividing officers into teams visiting households directly to support elderly along with disabled residents with identity cards along with electronic identification accounts at home, while also helping poor households access digital services.

Building a people-centred administration

Under the new model, workload pressure increased significantly; however, localities quickly consolidated organisational structures, improved administrative discipline alongside enhanced responsibility in serving the people.

Secretary of the Party Committee and Chairman of the ward People’s Council, comrade Nguyen Le Vi Phuc stated that 100% of APs under commune-level authority have been integrated into the electronic environment, while online dossier reception and digitisation rates have reached 100%. Binh Kien ward currently maintains 23 community DT teams as well as has launched the movements “Digital Literacy for All” and the monthly “Time Reduction Week”, helping improve service quality for residents together with enterprises while ensuring no one is left behind during the DX process.

Simultaneously, in Tan Lap ward, DX has also been implemented in a practical and user-friendly manner. The PASC has been fully equipped with six reception counters, the QR SmartSYS system along with digital platforms supporting online submissions. Notably, 33 community DT teams directly guide residents in using VNeID, Dak Lak Digital and cashless payment services, making digital services more accessible to residents. Thanks to these systematic alongside innovative approaches, Tan Lap ranked second among the provincial 102 communes combined with wards in the 2025 Public and Enterprise Service Index.

According to the assessment of Inspection and Supervision Delegation No. 26 of the Politburo coupled with the Secretariat, the implementation of two-tier local government model in Dak Lak province has initially achieved positive outcomes. In particular, numerous flexible and innovative approaches have been introduced in AR, DX as well as AP handling in order to better serve residents.

Translated by KHUONG THAO