The effectiveness of the "one-stop shop" model in Quynh Luu
(Baonghean)In June 2011, Quynh Luu district put into operation the "One-stop shop" in a modern way in receiving and processing citizen records. The implementation of this model has brought about remarkable changes in administrative reform work in the area.
Since early morning, the reception and return of results department at the electronic one-stop-shop department of the People's Committee of Quynh Luu district has been crowded with citizens coming to fill out documents and procedures, sitting in neat rows of chairs. Transaction registration is done through automatic queuing machines according to each field that citizens need. When the loudspeaker reads the transaction number, and the electronic board at the counter reports the number, citizens will go to that transaction counter for the staff to receive. Although the crowd is large, there is no jostling or pushing. All administrative procedures and fees are publicly listed.
Transaction at the "one-stop shop" department of Quynh Luu district.
The one-stop shop is built in the premises of the District People's Committee, the house is designed with 3 floors, of which the first floor has an area of 285.93m2, the rooms are connected to each other, fully equipped with specialized information technology and electronic equipment such as: Automatic queuing system, barcode, touch screen to look up instructions on administrative procedures; surveillance cameras, network equipment system and computer system, office equipment, software to manage administrative procedure records according to the one-stop shop mechanism. Through the camera system located in the office, district leaders can monitor and supervise the activities of the one-stop shop.
Holding in his hand a receipt for the date of receiving the land use rights transfer documents, Mr. Nguyen Ngoc Xuan in Quynh Tho commune excitedly said: “Previously, to get this paper, people had to “run” around nearly ten times, from the Commune People’s Committee to the District People’s Committee, the District Tax Department and the District State Treasury, but now they only need to go to the One-Stop-Shop in the district to get it resolved. Simple procedural documents are resolved in one session, in one day, while complicated documents related to many procedures and many agencies are explained and guided specifically and enthusiastically by the staff, and with a paper appointment, the One-Stop-Shop staff will return the documents on time. We are very satisfied every time we come to do transactions here.”
The “one-stop shop” in receiving and handling citizen records has been implemented by the People's Committee of Quynh Luu district in 7 main areas: land management, industry and trade, justice, civil status, investment-finance planning, labor, war invalids and social affairs, tax, and banking. After this unit officially came into operation on June 1, 2011, the People's Committee of the district worked with the Tax Department and the Bank to thoroughly understand the benefits of reducing workload when participating in the connection and coordination in arranging staff of these two units to work directly at the “one-stop shop” unit, focusing on focal points, creating more convenience for people and strengthening control in the process of performing administrative transactions in the district. The fact that Tax and Bank staff receive records, collect fees and charges at the one-stop shop has reduced travel time for citizens.
Mr. Nguyen Minh Thanh - Deputy Chief of the Office of the People's Committee of Quynh Luu district in charge of the one-stop shop said: "In order for the one-stop shop model to operate effectively, the district has sent staff to study this model in Vung Tau and Vinh City. Since the model was implemented, the transaction work in Quynh Luu district has been more effective. Request files of organizations and citizens have been resolved in larger numbers and faster than before. In 2011, the total number of personal and organizational files that went through the one-stop shop to resolve administrative procedures was 9,991 files. Specifically, in the field of land use rights transfer, 3,402 files were received, 3,347 files were returned; in the field of land use purpose change, 355 files were received, 250 files were returned; in the field of guaranteed transactions, 3,280 files were received and results were returned; more than 1,600 children of people with meritorious services to the revolution were confirmed. enjoy preferential treatment in education... Thereby, it has reduced the inconvenience of having to travel to many places and many times for the transactors; limited negative manifestations in a group of cadres and civil servants...".
A fundamental new point in implementing the one-stop mechanism compared to before is that in addition to investing in facilities and equipment for the Reception and Results Department, the District People's Committee also pays attention to the arrangement and training of the reception staff. Currently, the average number of reception staff at the District Reception and Results Department is 10 people. This team is selected from those who are experienced and have solid expertise, and are regularly trained in professional skills. The staff is arranged more reasonably; if previously the staff of the District People's Committee Office at the one-stop department was responsible for receiving records in all fields, now the district arranges staff from specialized departments to directly receive records according to the field in charge. The citizen's records when received are full and complete, only transferred to the settlement stage, not having to re-check procedures as before.
It can be affirmed that after more than 1 year of operation, the "one-stop shop" model has helped administrative reform work of Quynh Luu district to be more effective, better meeting the needs of administrative procedure settlement of organizations and citizens in the district.
Thanh Le
