Handling administrative procedures in Nghe An: “3 more” in serving people

With the motto "3 more": Closer to people - More transparent - More convenient, the activities of receiving, resolving and returning administrative procedure results (TTHC) to individuals and organizations have clearly improved.

"Small things done well, big things done well"

Mr. Ha Huu Son, a resident of Thanh Vinh ward, went to the ward's Public Administration Service Center to complete the procedure to convert the Land Use Rights Certificate from red cover to pink cover.

Contrary to the thought that land procedures are often complicated, this time he was given detailed instructions right at the reception desk, his documents were fully checked, his questions were answered immediately, and he did not have to wait long.

“Everything is clear and transparent, I find it much more convenient than before,” he said.

Thanh Vinh Ward was established on the basis of merging 6 wards and communes of Vinh City (old), currently has more than 123,000 people, among the most populous groups in the province.

In July 2025 alone, the center received 2,718 applications, mainly related to authentication, civil status, and social security. Despite the large volume of applications, the rate of correct and timely resolution reached 99.9%.

If Thanh Vinh is the "hot spot" of records, Luong Minh commune, 210 km from the provincial center, faces another challenge.

The commune has only 1,162 households with 5,199 people but they live scattered in 10 villages spread over an area of ​​up to 228 km²; about 50% of the population does not have a smartphone, the Commune Public Administration Service Center lacks many basic equipment and specialized personnel.

Vice Chairman of the People's Committee of Luong Minh Commune, Director of the Public Administration Service Center Nguyen Thi Hai Yen said: The People's Committee of the commune issued a plan for "Digital Education for the People", established a digital technology team at the commune level and digital technology teams at the village level, mobilized union members and youth to directly guide people in submitting online applications. The commune police also participated in supporting people in using VNeID.

Two slices from Thanh Vinh ward and Luong Minh commune reflect the diverse picture of public administration in Nghe An. In urban areas, the biggest pressure is the volume of documents; in mountainous areas, the difficulties are infrastructure, human resources and access to public services. But the common point is the efforts of local authorities in serving people according to the "3 more" criteria.

From July 1, 2025, Nghe An will officially operate a two-level local government. Provincial leaders determined that success will only be achieved when the grassroots administrative “door” is smooth, serving the needs of the people quickly and effectively.

At the provincial level, administrative procedure files are processed at the Public Administration Service Center with the participation of 12 departments, branches and 2 vertical units, totaling 1,755 procedures.

At the commune level, localities have arranged headquarters, facilities, equipment, staff and civil servants working at the Public Administration Service Center to receive records, process and return results of administrative procedures according to the one-stop mechanism and the interconnected one-stop mechanism.

After more than 1 month of implementation, the Provincial People's Committee assessed that the commune-level public administrative service centers operated synchronously, the service attitude of the staff was highly appreciated, and most of the records were resolved correctly and ahead of schedule.

In mid-August, a working group from the Ministry of Science and Technology conducted a field inspection and also concluded that although there were still points that needed to be overcome, Nghe An was one of the localities that had implemented the project well.

Public on 3 aspects

Identifying administrative procedure reform as a key, continuous task and a breakthrough in the administrative reform process, Nghe An persistently pursues the policy of enhancing the transparency of administrative procedures in all three aspects: Document components, processing time, fees and charges.

The Provincial People's Committee has issued 28 documents directing departments, branches, localities, provincial and commune-level public administrative service centers to receive and resolve administrative procedures in the electronic environment to meet the requirements of resolving administrative procedures for organizations and individuals without interruption after the arrangement of administrative units and the implementation of 2-level local government.

From June 20, 2025 to August 6, 2025, the Provincial People's Committee Chairman issued 103 decisions announcing the list of administrative procedures, 91 decisions approving internal procedures and electronic procedures in handling administrative procedures; issued 205 administrative procedures implemented regardless of the administrative boundaries of 8 departments and branches.

Nghe An has also announced and publicized 2,156 administrative procedures (1,754 provincial-level procedures, 402 commune-level procedures) on the National Database of Administrative Procedures and established electronic processes and public service configurations for 100% of these procedures on the Provincial Administrative Procedure Information System; of which 498 administrative procedures provide full online public services; 1,648 administrative procedures provide partial online public services.

To improve the efficiency of processing records in the digital environment, the province focuses on technology and data infrastructure. The Department of Science and Technology operates the Data.nghean.gov.vn data warehouse. The Data Integration and Sharing Platform (LGSP) recorded more than 2.2 million connections.

The Provincial People's Committee Office organized training for officials of 130 communes and wards; the Provincial Public Administration Service Center assigned officials to support and set up a Zalo group to promptly answer questions from the grassroots.

Although the progress of administrative procedure reform has achieved many results, improving the efficiency of handling procedures for people and businesses in Nghe An still faces many difficulties.

The application of online public services at the commune level is still limited because people have little access to technology, are still hesitant, and network infrastructure in some places is still weak.

Some officials and civil servants are not proficient in information technology. Interconnected software systems such as birth and death registration, household registration, business registration, etc. are not operating stably.

In early August, Chairman of the Provincial People's Committee Le Hong Vinh requested the establishment of an interdisciplinary working group to guide and remove difficulties; at the same time, assigned the Department of Science and Technology to review and ensure smooth operation of information technology infrastructure, digital transformation and database.

Initial results show that, whether in urban "hot spots" or remote areas, local authorities in Nghe An are making efforts to serve people faster, more transparently, and more conveniently.

The success of the two-level local government is not only in streamlining the apparatus but also in the quality of service in every smallest procedure, in line with the spirit: "Small things done well, big things done well".