Nghe An province deploys online citizen reception model
Nghe An Provincial People's Committee issued Plan 459/KH-UBND (dated June 17, 2025) on implementing the online citizen reception model in the province. The activity aims to improve the efficiency and quality of citizen reception work, meeting the requirements of society in the new situation, as well as in special conditions (epidemics, natural disasters...).
The goal set by the Provincial People's Committee in this work is to improve the efficiency and quality of dialogue, handling complaints, recommendations, and reflections, ensuring security, safety, and order, and preventing and combating epidemics and natural disasters (if any). Minimize the situation of mass complaints, going beyond the level, being complicated, causing insecurity and disorder, and gathering at central agencies.
Online citizen reception is an alternative to some direct citizen reception sessions, helping citizen reception agencies perform their tasks well in normal social conditions as well as in conditions of epidemics and natural disasters, in order to save time and costs for citizens and the state.
This activity enhances the application of information technology in the direction and management from the provincial to the grassroots level, contributing to promoting administrative reform and digital transformation. The method of organizing online citizen reception includes: Design, technical infrastructure requirements, mechanisms, policies, regulations, and operational organization regulations to improve the quality of online citizen reception sessions.
Online citizen reception must comply with the procedures and regulations in the Law on Citizen Reception, the Law on Complaints, Decree No. 124/2020/ND-CP dated October 19, 2020 of the Government detailing a number of articles and measures to implement the Law on Complaints, Circular No. 04/2021/TT-TTCP dated October 1, 2021 of the Government Inspector General promulgating regulations on citizen reception procedures and other relevant legal provisions. In accordance with the Party and State's guidelines and policies on applying science, technology and engineering in citizen reception.
Online citizen reception points from the Central Citizen Reception Committee to the Provincial Citizen Reception Committee and grassroots level, ensuring infrastructure, data storage system, and smooth connection to transmit images and sounds between the points; each main point needs to ensure the scale of connecting many points participating at the same time.
Online citizen reception points always prioritize quality, highest availability, ensuring communication... contributing to gradually innovating leadership methods, working styles, reforming administrative procedures of State agencies in a modern direction, applying information technology, online interaction in handling work.
Online citizen reception has the same legal value as direct citizen reception; conduct online citizen reception in case of epidemics in society; serve complicated cases requiring the participation of many levels and agencies but are geographically far apart; serve periodic and ad hoc citizen reception by the head according to the provisions of the Law on Citizen Reception, but for objective reasons cannot receive citizens directly.
According to regulations, online citizen reception sessions are recorded, videotaped, and data is stored at the central bridge point for long-term exploitation and use.
The Provincial People's Committee requests the Provincial Citizen Reception Committee and the People's Committees at the grassroots level to comply with the Law on Citizen Reception; arrange and assign personnel with expertise in information technology to operate and handle situations in implementing online citizen reception sessions; personnel need to be instructed and trained uniformly in the skills of using software and online meeting equipment; and provide guidance on the process of processing information about online citizen reception.
According to the plan, the online citizen reception in Nghe An will connect the online citizen reception model at the Central Headquarters with the Provincial People's Committee before June 30, 2025. Phase 2 will deploy the online citizen reception model at the Provincial Citizen Reception Office and pilot at some Citizen Reception locations of the grassroots People's Committee before August 30, 2025. After that, the online citizen reception model will be deployed throughout the province.
The Provincial People's Committee has assigned specific tasks to relevant units and localities, in which the Provincial People's Committee Office and the Provincial Citizen Reception Committee will take the lead in coordinating with the Provincial Inspectorate and the Department of Science and Technology to implement a unified connection between the Central Citizen Reception Point and the Provincial Citizen Reception Point in an online model. Review and mobilize citizens when requested, ensuring safe handling of activities; maintain order, serve the Party Congresses at all levels well, and request completion before June 30, 2025.
At the same time, closely coordinate with ministries, branches and People's Committees at the grassroots level to organize online citizen reception for crowded, complicated cases that go beyond the central level; Coordinate with the Provincial Inspectorate to advise the Chairman of the Provincial People's Committee to organize online citizen reception for cases under its jurisdiction.
Download full text of Plan 459/KH-UBND (June 17, 2025)on implementing the online citizen reception model in the provincehere.
