Nghe An accelerates digital transformation and innovates its service-oriented mindset.
In the process of implementing a two-tiered local government system, digital transformation, administrative modernization, and a shift in mindset towards a people-centered service system have become more urgent than ever. In Nghe An, localities are accelerating digital transformation, comprehensively reforming methods of leadership, management, and administrative procedure processing...
Bringing digital transformation to serve the people.
The Nghi Loc Commune Public Administrative Service Center serves as a central hub connecting and resolving administrative procedures between the government and citizens and businesses in the area. The center is equipped with modern, professional, and comprehensive facilities. To support citizens, the center has installed two additional computers and assigned staff to provide direct guidance to those experiencing difficulties using the computers.
Ms. Nguyen Thi Huong, from Thuong Tho hamlet, Nghi Loc commune, who came to have a copy certified, shared: "Now, administrative procedures are very transparent. You just press a number, wait for the officer to call your name, and then the counter staff will process it. It's quick and you don't have to worry about others cutting in line like before."
Ms. Nguyen Thi Nhung, Deputy Director of the Nghi Loc Commune Public Administrative Service Center, stated: Besides the factors of physical infrastructure, technical infrastructure, and the capacity of officials and civil servants to meet digital transformation requirements, the digital literacy of the people plays a particularly important role, determining the effectiveness of the entire administrative procedure process in the digital environment. Based on this understanding, in addition to assigning staff to directly guide people at the center, the locality has also implemented many solutions to support people in accessing and using online public services. These include establishing a Technology Response Team and a Community Digital Technology Team to provide direct, hands-on guidance; creating video tutorials on submitting online applications; establishing Zalo groups for regular interaction; and posting QR codes for administrative procedures at village cultural centers for easy access by residents.
With such decisive and coordinated efforts, the effectiveness of digital transformation in resolving administrative procedures in Nghi Loc commune has shown significant improvements. From July 1st to November 15th, 2025, the Commune Public Administrative Service Center operated 100% of its processes on the Administrative Procedure Resolution Information System, receiving 6,492 dossiers, all of which were digitized in terms of input and output components.
Notably, 6,004 applications were submitted online, reaching 92.48%, among the highest rates in the province. The speed and quality of processing were particularly noteworthy. Of the 6,131 applications processed, 6,122 were completed ahead of schedule, with only 9 delayed. Specifically in the land sector, out of 3,564 applications received, 3,385 were submitted online, of which 3,190 were processed ahead of schedule...
Towards the comprehensive digitalization of administrative reform.
Not only in Nghi Loc commune, but the application of information technology and digital transformation in administrative reform has been and is being implemented synchronously at all levels, sectors, and localities throughout the province with a wider scope, greater depth, and faster pace.
In the process of implementing a two-tiered local government system, the requirements for administrative reform in Nghe An are not only to "do things faster and more accurately," but more importantly, to "do things smarter," based on digital data, digital processes, and digital governance models.
A notable achievement is that Nghe An province has applied digital technology in directing and managing administrative reform, making it a strategic step in this task. Based on the set of indicators for evaluating and ranking administrative reform of departments, agencies, and commune/ward People's Committees, the Provincial People's Committee has directed the Department of Internal Affairs to develop software for scoring administrative reform. To track, monitor, and rank the results of administrative reforms in real time.
This tool eliminates the manual, cumbersome scoring process, making it fully digitized, public, transparent, and capable of providing early warning of bottlenecks in operations.
In parallel, the Electronic Reform Newsletter, published periodically by the Department of Internal Affairs (31 issues published to date), has become an important professional information channel, promptly updating policies, guidelines, best practices, and new approaches for officials and civil servants throughout the province. To expand interaction and direct communication, the Department of Internal Affairs has also established a Zalo group for disseminating information on administrative reform and digital transformation, creating an environment for rapid exchange and sharing among agencies and units, accelerating information dissemination and raising awareness among officials and civil servants.
In line with the aforementioned strategic steps, in 2025, Nghe An province will continue to implement administrative reform based on the philosophy of "3 increases, 2 decreases, and 2 no's". Specifically, the 3 increases include:TgateTransparency and openness, increased processing of administrative procedures in the digital environment, increased satisfaction; 2 reductions:GdecreaseTime and cost of implementation; 2. No inconvenience, harassment, and no delays.
Process standardization has been implemented on a large scale. As of October 31, 2025, the province has approved 2,700 internal and electronic procedures; 100% of administrative procedures at the provincial and commune levels have been fully developed into electronic procedures. By the end of October 2025, the province has published 2,267 administrative procedures on the National Database; 934 online public services are fully implemented, with the rate of online application submission reaching over 70%.,Online payments account for over 83%.
Notably, the Provincial People's Committee has issued a list of 1,630 administrative procedures that are not dependent on administrative boundaries, creating favorable conditions for people and businesses to resolve procedures at any convenient location, no longer being bound by place of residence or place where documents were first issued.
In addition, the system of administrative service centers from the provincial level down to 130 communes and wards has become operational with standardized technical infrastructure, personnel, and brand identity signage, creating a foundation for comprehensive digitalization in handling administrative procedures for citizens and businesses, meeting the requirements in the context of implementing a two-tiered local government system.
In 2025, at the Provincial Public Administrative Service Center, 14 departments and agencies, along with the Social Insurance and Nghe An Electricity companies, received and processed 1,755 administrative procedures through the digital system with strict control procedures on the Public Service Portal and the Information System for resolving administrative procedures.
Nghe An province has completed the dedicated data transmission network to 100% of agencies from the provincial to the commune level, maintaining over 849 connection points; converted core systems to IPv6; and integrated data with the national platform (NGSP). The entire province has issued 12,012 digital certificates and implemented 100% digital signatures for collectives and individuals in state agencies. The province's reporting information system is operating 27 reporting modes, directly connected to the government's reporting system; 130 commune-level electronic portals have been built and are operating stably, effectively serving the transition to a two-tiered government model.
Affirming the effectiveness of digital transformation in administrative reform, Ms. Nguyen Thi Mai Thuong, Deputy Director of the Department of Internal Affairs, stated: Digital transformation is not just about applying information technology or changing the method of processing documents, but more profoundly, it is about forming a new administrative culture, prioritizing efficient service and the satisfaction of citizens and businesses as the highest goal. Therefore, digital transformation in administrative reform must be understood as a process of changing management thinking, changing the working methods and service attitudes of the staff and civil servants - from administrative management to modern, proactive, and creative governance.
According to the Deputy Director of the Department of Internal Affairs, the synchronization of digital platforms such as the administrative document system, digital signatures, shared software, online reporting, along with full-process online public services, has played a key role in shortening processing times, reducing social costs, and enhancing transparency in public service delivery. These results not only improve the administrative environment but also contribute to affirming the strong shift towards a service-oriented government model, meeting the increasingly high expectations of the people.
Entering 2026, Nghe An province has defined its leadership and guidance motto for administrative reform as: "Decisive action, strict discipline, and enhanced innovation."
Accordingly, digital transformation will continue to be seen as the central axis in all administrative reform tasks, a tool to tighten administrative discipline and order in handling public affairs; and at the same time, a foundation for the province to create a better, more transparent, and more professional service environment. in a two-tiered government system.