"Taking people as the center" affirms the role of people not only as beneficiaries but also as the subject, the central object that public policies and services need to aim for. From listening to needs, understanding desires to providing fast, convenient services, taking people as the center is the core factor to improve the quality of national governance.

The significance of people-centeredness is reflected in many aspects: it helps build trust between the government and the people, thereby creating a foundation for a stable and sustainable society. Focusing on the real needs of the people helps improve the efficiency of public services, reduce waste and increase community satisfaction.

In recent years, Vietnam has made significant progress in administrative reform and public service provision, especially in the implementation of online public services. National and local public service portals have been built and completed, providing hundreds of essential services such as household registration, business licensing, and payment of public service fees.

These improvements help people access services anytime, anywhere, without having to go directly to administrative agencies. This convenience not only saves time and costs but also reduces pressure on civil servants, while increasing transparency and openness in the process of handling procedures.

In addition, many localities have deployed mobile applications and online platforms with friendly, easy-to-use interfaces to support people in searching for information, registering for services and receiving notifications from the government. These solutions are clear evidence of the transition from a "government management" model to a "government service" model.

The role of technology in enhancing citizen experience

Technology plays an indispensable role in realizing the people-centric philosophy. Solutions such as artificial intelligence (AI), big data, and the electronic identification system (VNeID) have been applied to improve the quality and efficiency of public services.

The electronic identification system allows people to carry out procedures such as household registration, health declaration or payment of public services quickly and securely. Big data helps the government analyze people's needs, thereby designing appropriate policies and services. Artificial intelligence, through virtual assistants and chatbots, supports people to answer questions and guide procedures automatically and accurately.

In addition, connecting national databases with online public services helps reduce cumbersome paperwork. People no longer have to provide the same information multiple times to different agencies, thereby improving the service experience.

The challenge of being people-centered

Despite many positive results, the provision of citizen-centered public services still faces many challenges. One of the biggest obstacles is the disparity in technology infrastructure and digital skills between regions. In rural, remote and isolated areas, access to online public services is still limited, preventing many people from fully enjoying the benefits of administrative reform.

In addition, concerns about the use of digital technology, along with concerns about data security and personal information security, are also factors that need to be addressed. To overcome these challenges, there needs to be synchronous investment in technology infrastructure, increased digital literacy among the population, and a clear legal framework to protect the rights of people when using online public services.

The future of public services in Vietnam depends on the realization of a people-centered government model. To achieve this, governments at all levels need to continuously listen to and respond to people’s opinions, improve processes and enhance service quality.

The deployment of online public services is not only an immediate task but also a long-term strategy to promote national digital transformation. With the consensus of stakeholders, Vietnam can build a modern, transparent and accessible public service system that best meets the needs of people in the digital age.

Towards that goal, taking people as the center is not only a motto but also needs to become a guiding principle for all administrative reform activities and public service provision, contributing to building a government for the people, close to the people and serving the people./.