When the government comes to people's homes to provide services.

From "waiting for the people to come" to "reaching out to the people"

In a small house in Ve Nong hamlet, Van An commune, Mrs. Tran Thi Vinh (85 years old) lies quietly on her hospital bed. A cruel stroke has left her unable to walk, and all her daily activities depend on her caregiver. For someone who is bedridden like Mrs. Vinh, the journey to the commune office, which is only a few kilometers away, has become more difficult than ever.

After hearing the information through the commune's public address system, Mr. Son, Mrs. Vinh's son, called to register for the home service. The very next day, the task force from the Van An Commune Public Administrative Service Center arrived to verify Mrs. Vinh's signature.

Witnessing the young officials kindly taking his mother's trembling hands to assist with the fingerprinting process, completing the authentication procedures, and delivering the results on the spot, Mr. Son couldn't hide his emotion: "I honestly didn't expect the authorities to be so attentive. The fact that the commune officials came to our house not only helped our family resolve the paperwork but also provided great emotional comfort to my mother during her serious illness."

Not far away, in Ho Son hamlet, Mrs. Nguyen Thi Khiem (90 years old) also received similar good news. Her legs ached due to old age, making travel difficult, but thanks to the mobile public administration model, she was able to complete the authorization process for receiving her pension right in her living room. Cases like Mrs. Vinh and Mrs. Khiem have been served by the "Van An Commune Mobile Public Administration Service Center" for nearly two months now.

The "Mobile Public Administrative Service Center" model in Van An commune is operated according to Plan No. 625/KH-UBND issued on April 22, 2026. This is an innovative step, concretizing the spirit of Project 06 and national resolutions on digital transformation into local practice.

Ms. Hoang Thi Thuy Giang, Director of the Van An Commune Public Administrative Service Center, stated that the core of the model lies not in modern equipment, but in a shift in management thinking. Van An recognizes that administrative reform must begin with the satisfaction and smiles of the people. The mobile Public Administrative Service Center model represents an open administrative mindset, where the government no longer sits idly waiting for people to come, but proactively goes to the grassroots level, listens, and resolves problems for people right in their small alleys and private homes.”

To ensure the model's effectiveness, the commune mobilized the synchronized participation of the entire political system. Periodically, from one to three times a month, a "Mobile Public Administrative Service Center" is set up at the cultural centers of hamlets far from the center or at individual households. An inter-agency task force, comprising officials from the Public Administrative Service Center, Justice Department, Police, Land Administration, and Youth Union, brings along computers and internet access to process applications on-site.

At the same time, the Center widely publicized its work schedule and registration phone numbers on the public address system, Fanpage, and Zalo groups of each hamlet and residential area. The hamlet leaders also actively participated, reviewing and compiling lists of households needing home support so that the task force could provide timely service.

Building a government that is "close to the people, serving the people".

On the first day of deployment, the Mobile Public Administrative Service Center worked in Dai Dong hamlet, the furthest unit from the commune center. Here, in just one operation, the task force reached 72 people. The atmosphere at the hamlet's cultural center was lively like a festival as residents received attentive advice and guidance. As a result, 52 applications were received and their validity checked on the spot, including: 19 land-related applications; 12 civil registration applications; 10 notarization applications; 6 social welfare applications; and 3 applications for people with meritorious service.

Going directly to the villages helps officials better understand the origin of land and family circumstances, thereby providing accurate advice and avoiding the need for people to make multiple trips due to missing documents. In particular, the model has cleverly integrated administrative reform with digital transformation.

In addition to handling public administrative procedures on-site, officials and youth union members provided hands-on guidance to 12 residents, instructing them on how to log into their accounts on the National Public Service Portal, submit applications, and make online payments. Simultaneously, 8 residents received assistance in installing and activating their VNeID electronic identity card right in their village. This significantly contributes to eliminating technological illiteracy among the elderly, helping them gradually become familiar with the digital environment.

A new approach in Van An commune is using citizen satisfaction as a measure of work effectiveness. Comrade Hoang Thi Thuy Giang said that after each mobile outreach campaign, the Center conducts an evaluation based on the rate of file resolution and surveys of citizen opinions.

The Director of the Van An Commune Public Administrative Service Center emphasized: "Every feedback, no matter how small, from the people regarding the attitude of officials or the delays of the software, is recorded for adjustment. The goal is to build a friendly, modern, and people-oriented local government."

The close coordination between the Commune People's Committee and the village committees is also a decisive factor. The villages are responsible for reviewing and compiling lists of vulnerable individuals needing home support so that the Center can schedule services. This seamless connection has created a wide-ranging administrative service network reaching every corner of Van An commune.

With the spirit of "on-site service, with dedication," the mobile public administration model of Van An commune is truly inspiring trust among the people, contributing to building an image of Nghe An as a dynamic, friendly province full of aspirations for digital transformation through the simplest yet most meaningful actions.