Building a friendly government from 'thanking' and 'apologizing' to the people

(Baonghean) - One of the bright spots in administrative reform in Vinh City was implemented in Ha Huy Tap ward with the model "One-stop transaction center for the people".

Officials must know how to thank and apologize.

In mid-October, I had the opportunity to visit the Ha Huy Tap Ward One-Stop Transaction Center, Vinh City. Here, in addition to the space being arranged like any other commune-level one-stop transaction center, the special thing is that right at the entrance there is a suggestion box, and right next to the law bookcase is a form asking for opinions on the quality of public administrative services at the ward's one-stop department with the desire to listen to people's opinions to serve and organize better and better.

Transaction at the One-stop Center of Ha Huy Tap Ward (Vinh City). Photo: Thanh Duy

The above is just one of many changes to improve the quality of service to the people that Ha Huy Tap ward has implemented. Specifically, for the cadres and civil servants of the ward People's Committee, we are determined to do well: 5 know (know how to listen to people, know how to speak so that people understand, know how to make people trust, know how to apologize and know how to thank); build and implement the standards of "5 build" (responsibility, professionalism, honesty, discipline, exemplary) and "3 anti" (anti-bureaucracy, anti-negativity, anti-formality) for the team of cadres and civil servants.

The Ward has directed the issuance and use of letter templates: Apology letters and thank you letters; at the same time, issued a survey form for people to evaluate and comment on the way work is handled and the working style of the staff and civil servants; publicize and make administrative procedures transparent; build and publicize tables, processes, administrative procedures, publicize fees and charges; publicize methods and ways of handling work and issues related to administrative procedures for individuals and organizations.

In particular, Ha Huy Tap ward has amended its working style to create the most favorable conditions for people such as: Arranging and setting up a desk to guide the implementation of administrative processes and procedures in accordance with the actual situation; publicly disclosing the phone numbers of local leaders, units or hotlines at the places where citizens, organizations, businesses are received...

In particular, all ward meetings are moved to the morning, absolutely no meetings are held in the afternoon to focus on serving people at the One-Stop Transaction Center. In the near future, Ha Huy Tap ward will install surveillance cameras in the One-Stop Transaction Center in addition to the 6 cameras already installed in the ward headquarters.

Positive feedback from people

With strong breakthroughs in working methods, the "One-stop transaction center for the people" in Ha Huy Tap ward has resolved administrative procedures for people with a rate of receiving and returning results on time reaching nearly 100%; at the same time, receiving positive feedback from the people.

Mr. Cao Bui Hung - Secretary of Party Cell 11, Ha Huy Tap Ward, assessed that people who came to make transactions had staff working with them, giving clear instructions and did not have to wait long; answering questions clearly and transparently. Staff went to work on time, were more attentive, demonstrating the spirit of serving the people.

Also at the Ha Huy Tap Ward One-Stop Transaction Center, talking to reporters, Ms. Tran Thi Lieu in Block 12, Ha Huy Tap Ward came to do the procedures and said that she was fully and enthusiastically guided by the staff, so she saved time traveling; and the attitude of the staff was very polite and friendly.

People look at a sample service quality assessment form posted publicly at the One-Stop Transaction Center, Ha Huy Tap Ward (Vinh City). Photo: Thanh Duy

A look at some of the dozens of feedback forms shows that people also gave very positive feedback. One person wrote on the form that he had been to the One-Stop Transaction Center 4 times, and the most recent time was to do the birth registration procedure for his child. He rated the sense of responsibility and service attitude as good; the department received and returned results on time, the service quality was checked in the satisfied box, and the remaining boxes were normal, not satisfied and left blank. Regarding other opinions, this person suggested "continuing to promote the service quality"...

Standing Deputy Secretary of the Party Committee of Ha Huy Tap Ward, Nguyen Thi Nga Son, said that the ward determined that each cadre, party member, and civil servant, in studying Uncle Ho's ideology and style of being close to the people and respecting the people, must be truly close to the people, listen to the people, increase dialogue with the people, know how to listen to the people, and also know how to speak to the people, make the people believe; implement through specific models and tasks, avoid the form of slogans, and the model of "One-stop transaction center for the people" is one of those specific tasks.

"Since issuing the thank you and apology letter form, we have not had to send an apology letter to any citizen. This shows people's satisfaction with the quality of service in performing public administrative procedures at the ward," said Ms. Nga Son.

Thanh Duy