Khanh Hoa Public Administrative Service Center: efforts to improve operation quality

Since its opening on September 30, 2023, Khanh Hoa Public Administrative Service Center under Khanh Hoa Provincial People’s Committee Office has initially achieved satisfactory results. Several effective solutions have been synchronously implemented to meet the needs of organizations and individuals in administrative procedures.

Several effective measures 

The center has provided communication and service training for its civil servants. Fill-in forms with information about administrative procedures, charges, contact numbers, etc. are available at the reception area. The inspection and monitoring are ensured with 10 cameras and 4 large screens. The central switchboard system records every phone call. The center is equipped with supporting devices, including machines for online administrative procedures and online payments; photocopiers, and scanners; eyeglasses for seniors and phone chargers available for use together with the supply of drinking water. Priority numbers are given to the elderly, pregnant women and people with disabilities. 

The center arranges a separate area for support and guidance on scanning documents for online application.

The Center also coordinates with other units to promote the implementation of administrative procedures. To speed up implementation progress, the center coordinates with the Provincial Tax Department and the Department of Natural Resources and Environment to confirm financial obligations in resolving administrative procedures in the land sector.

To speed up administrative procedures, the center forwards documents to agencies twice a day; and guides thousands of customers with online administrative procedures, online payments, etc. Truong Thi To Nhu, a staff at the Office for Instructions and Reception said, “We are willing to provide instructions related to administrative procedures, including submitting documents online, searching for results in administrative service and so on."

Mai Hong Son, Deputy Chief of the Department of the Office for Instructions and Reception also affirmed guidance and support for residents and organizations; application of information technology in implementing administrative procedures and digitization promotion, contributing to improving service and thus client satisfaction.

Client satisfaction rate at 99%

Coming to the center for a criminal record certificate, Pham Thi Ben in Tuan Le Village, Van Tho Commune, Van Ninh District said, "My husband and I came to the center for the first time. We were told it was a free service for seniors. We are satisfied with the enthusiastic staff.” Tran Thien Van, Nam 2 Village, Dien Son Commune, Dien Khanh District, “We are pleased with the service here. There is a guidance desk for online file submission. My procedure for driving license renewal takes only 30 minutes.”

According to Nguyen Thi Kim Loan, Deputy Director of the center, in the coming time, the center will continue to promote the application of information technology in administrative service; digital transformation in management; accelerate digitization of records and results of administrative procedure resolution; improve administrative service to be more reasonable and effective to reduce waiting time and ensure complacency; enhance professional training and development, etc. Since its operation, the center has served more than 23,000 citizens with nearly 39,500 documents submitted. 99% of clients surveyed showed satisfaction.

N.V

Translated by N.T