People come to perform administrative procedures at the public administrative service center in Na Ri district. (Photo: Provided)
An important aspect of the plan implemented by the provincial People’s Committee is that reform starts with specific behaviors in official communication. The set of principles “4 demands, 4 obligations, 5 key points, 4 concrete actions” has been established as a clear code of conduct.
Seemingly insignificant requests, such as greeting, expressing gratitude, or spontaneously apologizing for mistakes, precisely meet citizens’ expectations. When political leaders listen, explain clearly, and fully assume their responsibilities, trust is built, even in the most trivial interactions.
Besides communication, the plan also aims to “humanize” administrative procedures. Congratulating people on weddings or births, or offering condolences in times of bereavement, are gestures that demonstrate a shift towards a more service-oriented approach.
The authorities manage administrative procedures while participating in citizens’ important life moments. If these actions are carried out regularly, they will help soften the often rigid image of the administrative apparatus.
At the same time, stricter discipline is demanded in the public service. Any signs of slowness, denial of responsibility, or public nuisance are closely monitored.
Sending apology letters for delays or processing errors signifies progress, reflecting a stronger sense of responsibility than previous internal management methods. When responsibilities are clearly identified, the pressure for continuous improvement is reinforced.
On the other hand, the population is both the beneficiary and a direct actor in the monitoring process. All construction projects in the area are subject to community monitoring.
Information is widely accessible through digital platforms, facilitating public access and the opportunity to provide feedback. Regular monitoring will transform the relationship between the government and citizens from unilateral communication to a more assertive bilateral interaction.
However, the key to success lies in implementation. Even the most detailed plan is unlikely to bring about change without perseverance and consistency in execution.
Administrative reform is not measured by the number of documents or templates published. Its true value can only be verified each time citizens come to carry out procedures, based on how they are received and their impressions upon leaving.
When the doors of the headquarters no longer act as a psychological barrier, when each interaction becomes more open and respectful, when people feel genuinely listened to and served, that’s when reform truly deepens.
And the clearest measure, in the end, remains the evident satisfaction on people’s faces every time they leave the “government office” with a sense of relief and confidence.
Source: https://baothainguyen.vn/xa-hoi/202603/doi-moi-tu-thai-do-phuc-vu-6796c34/
