Bac Ninh: Bringing online public services to residential areas

Ensure infrastructure and human resources

To serve the implementation of administrative procedures in the digital environment, the Department of Science and Technology has configured electronic processes for 2,044 procedures; of which 896 procedures provide full online public services and the rest are partially online. All are integrated into the National Public Service Portal. The Department also opened training courses on implementing electronic administrative procedures for 99 communes and wards, ensuring that 100% of commune-level authorities master the process of receiving, processing and digitizing records.

Tan Tien ward officials support people in filling out documents.

The Provincial Public Administration Service Center is both the focal point for receiving administrative procedure dossiers of departments and branches, and directly guides communes and wards in implementing the one-stop, electronic one-stop mechanism. As soon as the apparatus was stabilized, the Center organized training for all 99 communes and wards on the administrative procedure settlement process according to the 2-level local government model; at the same time, it coordinated the management, operation, and upgrading of the province's administrative procedure settlement information system. The Center also closely coordinated with relevant departments and branches to implement the "5 steps in the electronic environment" and "5 on-site" administrative procedure settlement model, creating maximum convenience for people and businesses. Since July 1, the unit has received more than 30,000 dossiers, of which the rate of online dossiers reached 99.6%. This result was achieved thanks to the synchronization from the provincial to grassroots levels. At the Department of Agriculture and Environment, in July 2025 alone, the rate of online applications reached 99% of the total of more than 12,500 applications received. The Department of Home Affairs also processed 100% of more than 3,100 applications online in the month.

At the commune level, public administrative service centers arrange staff and youth union members to guide and support online operations for people and businesses. Mr. Giap Van Quy, Vice Chairman of Tan Tien Ward People's Committee, said: "The ward mobilizes the participation of the entire political system and community digital technology teams. At the same time, improve the quality of the team of professional staff, and provide guidance in the form of "hand-holding and showing how to do things". For example, on this occasion, the ward is implementing a peak period of receiving applications for special social assistance for more than 2,700 people. To ensure processing time, staff are assigned to support online declaration and submission of applications. Thanks to that, many people have changed their awareness and habits. Mr. Dao Van Tuan, from Xuan Dong residential group, when coming to do birth registration procedures for his child, was initially confused about the online form, but after only a few minutes of being guided by staff to log in and declare, the application was successfully received. Mr. Tuan said: "Seeing it as fast and convenient, I will proactively learn to do it online for other administrative procedures in the future."

Various forms of support

In addition to positive results, authorities at all levels also face many difficulties when moving towards receiving and processing all administrative procedures in the electronic environment. These include network congestion when many transactions are carried out at the National Public Service Portal; the transmission system in some communes and wards has not met the requirements. Digital capacity and the habit of using online public services are still limited. Some documents require many documents, many cases of information are repeated while the authentication steps are not unified... With the determination to comprehensively transform digitally, on August 7, the Chairman of the Provincial People's Committee issued an official dispatch launching a movement to support people in performing administrative procedures online at their place of residence. Agencies, units and localities are required to clearly define the goals, support objects, work content, implementation time and appropriate force arrangement plan. In particular, encourage flexible forms such as support in residential areas, public places, working outside of office hours or on Saturdays and Sundays; priority is given to the elderly, the disadvantaged, and those who do not have access to information technology.

It is expected that by 2025, 100% of commune and ward People's Committees will arrange at least one point to support people outside of office hours. Support forms are also expanded, not limited to fixed points such as: Volunteer officers and civil servants can directly guide neighbors, acquaintances in the community or provide remote support via phone, zalo, social networks. Police forces coordinate to support level 2 electronic identification.

Responding to this movement, the Youth Union of Bac Giang Ward launched the model of "Youth Digital Technology Group" with more than 100 members, with the motto "going to every alley, knocking on every door, guiding every person". Over the past two weekends, the Youth Union of the Ward coordinated to launch a peak period to support people in completing procedures to enjoy the province's special social assistance regime at the cultural houses of residential groups. The core members of the "Youth Digital Technology Group" are responsible for guiding people in declaring and submitting documents online. Mr. Nguyen Duy Dat, a member of the group, shared: "I have just learned more digital skills and contributed to helping people access online public services". In Tu Son Ward, Phuc Hoa Commune, Canh Thuy Ward, the authorities also arranged overtime to support people in handling administrative procedures.

According to the leader of the Department of Science and Technology, in the coming time, the province's specialized agencies and the People's Committees at the commune level need to continue to promote propaganda and guidance on the use of online public services, both fully and partially. Strengthen support for people to use electronic identification accounts (VNeID) when performing administrative procedures; maintain consulting channels via Zalo, fanpage, digital platforms; promptly answer feedback and questions. The goal is to gradually change people's habits from submitting documents directly to online.

Regarding long-term solutions, the provincial specialized agencies and commune-level People's Committees should promptly establish specialized IT positions when restructuring civil servants after the arrangement and merger. Pay attention to investing funds, upgrading infrastructure and transmission lines for wards and communes; increase training, coaching, guidance and support activities. Maintain the effectiveness of the Technology and Professional Response Team to support the promotion of interconnected, synchronous, fast and effective digital transformation to meet the requirements of restructuring the apparatus of the political system.

Source: https://baobacninhtv.vn/bac-ninh-dua-dich-vu-cong-truc-tuyen-ve-tan-khu-dan-cu-postid424030.bbg