People come to complete administrative procedures at the Public Administrative Services Center of the commune of Na Ro. (Photo: Provided)
One notable aspect of the plan implemented by the provincial People’s Committee is that the reform starts with specific behaviors in official communication. The set of principles “4 requests, 4 obligations, 5 key points, 4 concrete actions” has been established as a clear code of conduct.
Seemingly harmless requests, such as greeting, expressing gratitude, or offering spontaneous apologies for mistakes, precisely meet citizens’ expectations. When political leaders listen, explain clearly, and fully assume their responsibilities, trust is built, even in the most trivial interactions.
Beyond communication, the plan also aims to “humanize” administrative procedures. Congratulating people on marriage or birth, or expressing condolences in times of loss, are gestures that show a shift toward a more service-oriented approach.
The government manages administrative procedures while participating in citizens’ important life moments. If these actions are carried out regularly, they will help soften the often rigid image of the bureaucratic system.
At the same time, stricter discipline is demanded in the public service sector. Any sign of slowness, denial of responsibility, or public nuisance is closely monitored.
Sending apology letters for delays or processing errors is considered progress, demonstrating a stronger sense of responsibility than previous internal management methods. When responsibilities are clearly identified, the pressure for continuous improvement is reinforced.
On the contrary, the population is both a beneficiary and a direct actor in the monitoring process. All construction projects in the area are subject to community surveillance.
Information is widely accessible through digital platforms, facilitating public access and the opportunity to give feedback. Regular monitoring will transform the relationship between the government and citizens from unilateral communication to a more assertive bilateral interaction.
However, the key to success lies in implementation. Even the most detailed plan is unlikely to bring about change without perseverance and consistency in execution.
Administrative reform is not measured by the number of documents or templates published. Its true value can only be verified each time citizens come to carry out procedures, in how they are received, and their impressions when they leave.
When the doors of the headquarters no longer pose a psychological barrier, when every interaction becomes more open and respectful, when people feel truly listened to and served, that’s when reform truly deepens.
And the clearest measure, in the end, is the evident satisfaction on people’s faces every time they leave the “government office” with a sense of relief and trust.
Source: https://baothainguyen.vn/xa-hoi/202603/doi-moi-tu-thai-do-phuc-vu-6796c34/
