Officials strongly shift from management thinking to serving citizens

On April 20, news from the Office of Khanh Hoa Provincial People's Committee said that the Chairman of Khanh Hoa province has just issued a document directing agencies, units, and localities to synchronously implement solutions to improve service quality and improve the satisfaction level of people, organizations and businesses.

According to the direction, based on the survey results in 2025, agencies, units, and localities urgently develop plans to improve and enhance satisfaction levels, and send them to the Department of Home Affairs for synthesis and monitoring.

The focus is on rectifying discipline and administrative order; building a team of cadres, civil servants, and public employees with a spirit of service, standard attitude, civilization, and professionalism.

Notably, the province requires a strong shift from "management" thinking to "service", from "response" to "proactive service"; raising the standard from "pleasant" to "very satisfied", creating a clear change in the awareness and actions of cadres and civil servants.

Thereby, consolidating trust and strengthening the companionship of people and businesses with state administrative agencies.

In addition, agencies need to proactively update, publicize, and make transparent all regulations, policies, administrative procedures and new or amended and supplemented forms; diversify forms of information provision, promote the application of digital technology and online platforms to support people and businesses to access information more conveniently.

The province also requests to focus on reviewing, cutting, and simplifying administrative procedures and business investment conditions; promote the provision of full online public services based on data...

Units must increase the rate of online records and online payments; strictly comply with the one-stop shop and inter-agency one-stop shop mechanisms.

At the same time, proactively receive and process dossiers from the beginning; increase the rate of early resolution, reduce late dossiers; strictly control the processing progress, and prevent overdue dossiers from arising due to subjective reasons.

A noteworthy requirement is to review and thoroughly overcome the situation of late return of results for dossiers that have been resolved ahead of schedule; ensure consistency and synchronization between electronic dossiers and paper dossiers as prescribed.

Along with that, channels to receive reflections and recommendations from people and businesses must be updated, publicized, and ensure easy access. The receipt, processing, and response to reflections must be on time; periodically summarize and analyze to promptly rectify, not to prolong the same content.

The Chairman of the Provincial People's Committee assigned the Department of Home Affairs to take the lead in monitoring, analyzing, and forecasting the annual satisfaction index trend; advise the Provincial People's Committee to promptly direct. This content will be included in the inspection of administrative reform work in 2026, focusing on units with low results in 2025.

At the same time, the Department of Home Affairs summarizes and advises the Provincial People's Committee to consider responsibilities, associated with assessing and ranking administrative reform and personnel work for agencies, units, and localities that are not seriously implemented or slow to improve.

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