Accelerating service to the people

Scanning QR codes, fast, compact, no need to wait

Ms. Le Thi Thu Thao, Head of the Public Administration Service Center (Center) of Phu Quoc Special Zone (An Giang) said: Since the merger of localities, the number of people coming to do procedures here has been very large. On average, 800 - 1,000 people come to the Center every day, with a peak of 1,200 people.

The list of administrative procedures (APs) received at the Center has been listed and made public in accordance with regulations, helping people easily access information and carry out procedures in a transparent and convenient manner. The TTHCs are encrypted into QR.code to help people and businesses when coming to a transaction only need to base on their needs, scan the corresponding QR.code to access information and take the next steps conveniently, save time, reduce paperwork while also making the process transparent, improving the public service experience for all citizens.

The number of administrative procedures received at the Center: Commune-level administrative procedures have 396 procedures/70 fields; Provincial administrative procedures (Branch of the Land Registration Office) 8 procedures; Industry-level administrative procedures along 25 procedures; Inter-connected administrative procedures 3 procedures.

The work of publicizing addresses and receiving feedback and recommendations from individuals and organizations for TTHC under their authority has been implemented well, fully and in accordance with regulations. There are comments boxes arranged, and opinion survey forms (paper and online forms QR.code) issued to receive people's comments when implementing the TTHC.

The implementation of administrative procedures through the National Public Service Portal brings many advantages to help citizens be able to perform all administrative transactions at any time, without being limited by working hours or locations, thereby improving transparency and clarity. At the same time, citizens can look up the status of the application and receive direct notification via email to help monitor the procedure settlement process conveniently and accurately, so they have received high consensus and support from citizens when implementing online application submission.

The center has deployed the "Autumated queueing application via Zalo application when implementing TTHC" to help people get numbers and track consecutive numbers at home. Thereby contributing to building a modern administration, improving people's satisfaction in handling administrative procedures, reducing the situation of large crowds waiting at the Center. 8 points to support citizens to submit documents online (at the headquarters of the People's Committee of the old commune and ward) have also been effectively implemented.

Ms. Huynh Thi Ngoc Huong, a resident who came to do business license registration procedures, shared: I live in the An Thoi area, which runs from there to Duong Dong, it is quite far away, so I registered my previous order number via Zalo. I find it very convenient, the experience is quick. If I am far away, I don't need to go up too early to wait for the number, then wait for my turn to get a transaction. I can take the time to proactively arrange work appropriately so that I am no longer in a hurry.

Upgrading to better serve the people

Ms. Le Thi Thu Thao, Head of the Center's Team, also said: The Center has arranged civil servants with expertise and experience in working at the reception and return of results booths according to the field. For popular administrative procedures, many records have arranged 2-4 counters to ensure that citizens are served quickly and promptly, without having to wait too long. Regarding the reception of documents, there are clear and dedicated instructions, and communication with citizens is always gentle and respectful.

Local authorities coordinate with the Department of Science and Technology to deploy an online Sequential Number solution via the Zalo application from November 10, 2025. Currently, many people have started to use it stably, recording positive and satisfying feedback from the people.

In addition to being easy to operate, intuitive, and convenient, it also helps reduce the load on the counter. Previously, if there were too many people at the same stall, there would be 2 or 3 people at the same time, the efficiency would not be high, and people would be upset, said Ms. Thao.

"The center has also expanded its area to have more spacious and comfortable seating, from 19 stalls to 26 stalls. The machinery system is also equipped with more modern equipment, faster speed, helping to increase work efficiency. In addition, there are priority counters for disadvantaged people (the elderly, those with children, pregnant women, etc.) so that they can complete procedures faster, without having to wait" - Ms. Thao informed.

Mr. Tran Van Nghi, a resident who came to do the procedures, said: "I see that the services have improved a lot compared to before, the procedures are quick, and I am enthusiastically guided. However, the needs of people coming to work are very diverse, very large, and there will certainly be difficulties, so the Center will have to be further improved to meet the needs of people in the coming time. Especially expanding the scale and improving the quality of service staff".

According to Mr. Tran Minh Khoa - Chairman of Phu Quoc Special Zone People's Committee, the special zone is increasing training of more skills for the staff serving at the center. To not only improve in handling procedures but also have behavioral skills, creating satisfaction and fun for people when coming to handle procedures. In addition, continue to instruct people on additional operations in administrative procedures that can be solved on the network environment to reduce inconvenience to people during the waiting period. How to achieve the goal of government being close to the people, close to the people, and best serving the people.

Read the original here