A friendly and supportive administration from the city level to the grassroots

Clear criteria and scoring system – a “guiding compass” for two-tier governance

In April this year, the Hai Phong People’s Committee issued a set of criteria, scoring framework, and evaluation procedures for recognizing “Friendly Offices” across departments and agencies. Prior to that, the city had also introduced similar criteria, scoring systems, and recognition procedures for “Friendly Local Governments” at the commune level.

These criteria and scoring frameworks are clearly defined down to specific, practical tasks, serving as a guiding compass for both city-level authorities and commune-level People’s Committees—especially in areas that directly impact public service quality, such as the receipt and processing of administrative procedures.

In the first quarter of 2026, according to data from the administrative procedure information system (from December 15, 2025 to March 14, 2026), city departments and agencies received 142,186 administrative applications and processed 115,170 of them. Commune, ward, and special-zone authorities received 602,862 applications and resolved 597,118 cases.

The on-time and early processing rate across the city reached 97.15%, while the rate of online application submission stood at 99.86%. Meanwhile, the digitization rate of records and administrative results reached 93.97%, and the rate of reuse of digitized data reached 98.01%.

Notably, beyond efforts to enhance public service, the Chairman of the Hai Phong People’s Committee has directed heads of departments, agencies, and local authorities to regularly and promptly receive and handle citizens’ feedback and petitions.

In the first quarter of 2026, Hai Phong received 1,473 feedback reports and petitions via the National Public Service Portal. Of these, 645 were transferred to competent authorities for resolution, while 828 fell under the city’s jurisdiction—761 of which have already been resolved. All feedback and petitions were received, processed, and publicly responded to in a timely manner.

According to the city’s Q1 report, thanks to strong efforts in administrative reform and improving the efficiency of the governance system from city to grassroots levels, Hai Phong ranked second nationwide in the Public Service Index for citizens and businesses.

“Clear criteria and scoring frameworks serve as our guiding compass, helping us identify specific tasks to carry out. As a result, operational efficiency has improved, and the quality of public service has been significantly enhanced,” said Ms. Nguyen Thi To Uyen, Head of the Culture and Social Affairs Division of Thai Tan Commune.

Ensuring the best benefits and conditions for citizens

With the implementation of a two-tier local government model, a more citizen-friendly administration is becoming increasingly accessible to the people.

In Truong Tan Commune, the rate of applications resolved ahead of schedule has reached 99.8%, alongside the rollout of several new initiatives aimed at building a friendly local government.

Since April, the commune has accelerated the use of the Zalo mini app “Truong Tan Smart” to provide information to residents, while also developing and piloting an AI-based system to guide citizens at the commune-level Public Administrative Service Center.

For the first time, the Truong Tan Commune People’s Committee has also gathered public opinions on local investment project proposals via the “Truong Tan Smart” Zalo mini app—an application jointly designed and developed by the commune authorities.

Mr. Vu Hong Diep, Deputy Director of the commune’s Public Administrative Service Center, shared: “This app is designed with practical usefulness and effectiveness for residents in mind. It is being continuously improved and optimized, with more essential features being integrated. The commune’s Zalo group supporting administrative procedures is also very active, with 570 members, serving as a fast and effective channel to address any inquiries related to administrative processes.”

In Nhi Chieu Ward, initiatives such as the “Saturday Accompanying Citizens” model, along with solutions to accelerate the issuance of land use right certificates, introduced by Mr. Lanh Duy Tien, Deputy Secretary of the Party Committee and Chairman of the Ward People’s Committee, have delivered clear results.

On Saturday mornings, instead of spending time with their families, many ward officials and civil servants continue working to serve residents, focusing on addressing and resolving issues related to land use right certificates. As a result, the issuance rate in the ward has reached a relatively high level, with a significant number of “red books” granted since the ward’s establishment (31 new certificates and 118 reissued or adjusted certificates).

To achieve these outcomes, Nhi Chieu Ward has implemented various practical solutions and innovations—most notably a shift in mindset and approach, from “management” to “service,” and from merely “processing requests” to truly “accompanying citizens.”

Across Hai Phong, many other effective models and creative approaches have also been introduced. As the government transforms its role into that of a “service provider,” the ultimate beneficiaries are citizens and businesses throughout the city. A friendly, service-oriented administration in Hai Phong is being built step by step—from small, practical actions—gradually becoming a habit, a working style, and ultimately a defining tradition of governance in the heroic port city with its rich cultural heritage.

Phong Tuyet