Go to the people, not wait for the people to come
The implementation of the 2-level local government model in Can Tho City in recent times has created a clear change in administrative reform. From supporting home procedures, bringing public services down to hamlets and villages, to receiving citizens right at the scene of the incident, the government has strongly shifted from the mindset of "people must come to the government" to " proactive government comes to the people". This approach not only reduces social costs but also strengthens people's trust in the grassroots apparatus.
Coming to the house to support the disadvantaged
In My Tu commune (Can Tho city), the Public Administration Service Center is implementing the model "Supporting administrative procedures at home" for the elderly, the sick, the disabled and those who cannot travel. Whether it is a weekend or a holiday, the Center's leaders and professional civil servants go to the people's homes to support the signing of documents, donation documents, inheritance sharing agreements and procedures under the authority of the Commune People's Committee.
Mr. Pham Van Muoi (80 years old, My Loi B hamlet) said that he was old and had cervical degeneration and could not go to the commune headquarters to complete the procedures for dividing the inheritance for his children. "Thanks to the staff coming to the house, the dossier was resolved quickly. The government works very enthusiastically and understands the difficulties of the people" - he said emotionally.
Mr. Nguyen Minh Tri - Vice Chairman of the Commune People's Committee and Director of the My Tu Commune Public Administration Service Center - said that the locality will continue to review the needs, make a list of cases that need support at home to serve in a timely and proper manner, ensure the rights of people and minimize travel costs.
Similarly, Lieu Tu commune (Can Tho city) is implementing the model "Supporting the reception and return of administrative procedure results at home" for meritorious people, policy families and poor households, with more than 170 households having received support. Mr. Hong Minh Quyen - Deputy Director of the Lieu Tu Commune Public Administration Service Center - said that people only need to contact by phone or through the Hamlet People's Committee for guidance. The staff will go to the home to receive the documents, transfer them to the Processing Center and return the results on site. Our goal is to ensure that 100% of procedures related to regimes and policies are resolved in accordance with regulations and on time. Thereby, people are assured and have confidence in the government" - Mr. Quyen said.
In Long Phu commune (Can Tho city), support for the disadvantaged is closely linked to digital transformation. Special target groups such as the elderly, illiterate, and disabled people are provided with convenient seating, support for filling in forms, and submitting documents online. The rapid response team and the Community Digital Technology Team use intuitive documents, even body language, to provide appropriate guidance for each case. For those who cannot go to the headquarters, civil servants continue to bring documents to their homes to support signing the authorization document or completing procedures.
In Soc Trang ward (Can Tho city), the model "Saturday for the People" is clearly effective. The Administrative Team is mobile to community service points to support people to carry out procedures right in the area, shorten travel distance and reduce costs for people, while combining propaganda of the 2-level government model and administrative reform.
Ms. Tran Thi Viet (67 years old) shared: Previously, when making papers, I had to travel more than 20km on an old bicycle, and many times the rotated bicycle had to be pushed on foot. Now I work right in the hamlet, after taking a few steps, I'm very happy."
Not only that, Soc Trang ward also coordinated with the Obstetrics and Pediatrics Hospital to pilot online birth registration at the hospital. When the child is born, judicial officers and health workers support parents in completing birth procedures, registering for permanent residence and issuing health insurance cards to the child at the same time. The ward leader said that the model helps reduce the travel burden for postpartum parents and contributes to promoting the use of high-level online public services.
Digital transformation for the people
In Phu Loi ward, the application of digital technology has strongly changed the way people access administrative services. By simply scanning the QR code on Zalo OA of the Ward People's Committee, people can register their order number online, instead of having to go to the headquarters to queue up to get the number as before.
Mr. Nguyen Huu Khanh, the business owner in the ward, commented: "Before, I had to wait for a long time, sometimes when I was busy, I had to return. Now I scan the code at home, the system reports how many documents are left, I proactively come at the right time. very convenient".
Mr. Truong Xuan Anh Khoa, Deputy Director of the Phu Loi Ward Public Administration Service Center - said that the application of QR codes has reduced the situation of jostling, getting household numbers or asking for help. The system displays the number of waiting documents at each counter so that people can arrange a reasonable time. If it is late, the staff will still support after processing other documents. Registration associated with a personal Zalo account helps to be transparent, safe and un forged Mr. Khoa said.
Remove obstacles at the scene of the incident
A highlight in the two-level local government model is receiving citizens right at people's homes, which is effectively implemented in Phu Loi ward. Ward leaders directly arrived at the scene, listened and handled the situation immediately, avoiding prolonging the time and reducing the frustration of the people.
At alley 194 Doan Thi Diem Street, the long-standing conflict between 11 households over opening fences to build walkways was resolved on the same day when the Ward Party Secretary went directly to the scene. People consider this a "reasonable and reasonable" way to end a conflict that has existed for many months.
In alley 639 Le Hong Phong Street, the complaint related to the leveling of canals was also handled quickly. A survey shows that the main cause of congestion is household waste, not the households at the beginning or end of the source. People agree because "they see it directly, understand it directly".
Notably, on the night of December 6, 2025, Party Secretary and Chairman of Phu Loi Ward People's Council Thai Dang Khoa visited the house at 11:00 p.m., after the people reported being broken into by the thief for 3 consecutive days.
Mr. Khoa said: "Sitting at the headquarters just listening to reports sometimes does not see all the problems. When arriving, the officers clearly understood the situation, resolved the incident quickly, in accordance with the law and close to reality".
He said that each citizen reception session has the participation of leaders of the Party Committee, People's Council, People's Committee, Vietnam Fatherland Front and Heads of the People's Committees of the region. All feedback is recorded and reported to the Party Committee for proper direction. " only when cadres are close to the people and understand the people do they trust and share. Listening and solving quickly is the key to mass mobilization going into depth, Mr. Khoa emphasized.
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