Nghe An province implements online citizen reception model.
The People's Committee of Nghe An province issued Plan 459/KH-UBND (dated June 17, 2025) on implementing the online citizen reception model in the province. This activity aims to improve the efficiency and quality of citizen reception work, meeting the demands of society in the new situation, as well as in special circumstances (epidemics, natural disasters, etc.).
The provincial People's Committee's objective in this work is to improve the effectiveness and quality of dialogue, complaint resolution, and feedback handling, ensuring security, safety, and order, as well as disease and natural disaster prevention and control (if any). The goal is to minimize mass, escalated, complex, and insecure complaints and petitions concentrated at central government agencies.
Online citizen reception is an alternative to some in-person citizen reception sessions, helping agencies to perform their duties effectively in normal social conditions as well as during epidemics and natural disasters, thereby saving time and costs for both citizens and the state.
This initiative enhances the application of information technology in leadership 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 rules to improve the quality of online citizen reception sessions.
Online citizen reception ensures compliance with procedures and regulations stipulated in the Law on Citizen Reception, the Law on Complaints, Government Decree No. 124/2020/ND-CP dated October 19, 2020, detailing certain provisions and measures for implementing the Law on Complaints, Circular No. 04/2021/TT-TTCP dated October 1, 2021, issued by the Inspector General of the Government, promulgating regulations on citizen reception procedures, and other relevant legal provisions. This aligns with the Party and State's guidelines and policies on applying science, technology, and engineering in citizen reception work.
Online citizen reception points, from the Central Citizen Reception Board to the provincial and grassroots-level Citizen Reception Boards, must ensure adequate infrastructure, data storage systems, and seamless connectivity to transmit images and audio between points; each main point needs to be able to connect multiple participating points simultaneously.
Online citizen reception points always prioritize quality, high availability, and reliable communication, contributing to the gradual modernization of leadership methods, work practices, and administrative procedures of state agencies towards a modern approach, applying information technology and online interaction in handling work.
Online citizen reception has the same legal validity as in-person citizen reception; it is implemented in cases of epidemics; it serves complex cases requiring the participation of multiple levels and agencies that are geographically distant; and it serves the scheduled and unscheduled citizen reception by heads of agencies as stipulated in the Law on Citizen Reception, when in-person reception is not possible due to objective reasons.
According to regulations, online citizen reception sessions are recorded on audio and video, and the data is stored at the central location for long-term exploitation and use.
The Provincial People's Committee requests the Provincial Citizen Reception Board and the People's Committees at the grassroots level to comply with the Law on Citizen Reception; to assign and arrange personnel with expertise in information technology to operate and handle situations during the implementation of online citizen reception sessions; personnel need to be uniformly guided and trained in the skills of using online meeting software and equipment; and to be guided on the process of handling information regarding online citizen reception.
According to the plan, the online citizen reception service in Nghe An province will connect the online citizen reception model at the Central Government Office with the Provincial People's Committee before June 30, 2025. Phase 2 will implement the online citizen reception model at the Provincial Citizen Reception Office and pilot it at some citizen reception locations of the grassroots People's Committees before August 30, 2025. After that, the online citizen reception model will be implemented throughout the entire province.
The Provincial People's Committee has assigned specific tasks to relevant units and localities. The Provincial People's Committee Office and the Provincial Citizen Reception Board are to take the lead in coordinating with the Provincial Inspectorate and the Department of Science and Technology to establish a unified connection between the central government's citizen reception points and the provincial citizen reception points using an online model. They are also tasked with reviewing and mobilizing citizens when requested, ensuring safe handling of activities; maintaining order, and providing good service for the Party Congress at all levels, with completion required before June 30, 2025.
In addition, closely coordinate with ministries, departments, and local People's Committees to organize online citizen reception for cases involving large numbers of people, complex issues, and those escalated to the central government; coordinate with the Provincial Inspectorate to advise the Chairman of the Provincial People's Committee on organizing online citizen reception for cases within their jurisdiction.
Download the full text of Plan 459/KH-UBND (dated June 17, 2025)Regarding the implementation of the online citizen reception model in the province.here.
