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Hai Phong has ranked first nationwide for two consecutive years in both the Public Administration Reform Index (PAR INDEX) and the Satisfaction Index of Public Administration Services (SIPAS).
Behind those rankings is a strong shift across the administrative system toward a model that is more people-centered, practical and modern.
Notably, the results were not driven by reports or reform slogans, but by residents’ own experiences when handling administrative procedures: applications are processed faster, procedures have become more transparent and public service attitudes have improved significantly. The gap between authorities and residents has consequently narrowed.
In modern governance, public satisfaction is regarded as one of the clearest measures of administrative effectiveness. A locality may post strong economic growth and attract major investment, but if residents still feel reluctant to visit public agencies or continue to face difficulties with administrative procedures, administrative reform cannot be considered fully successful.
Against that backdrop, Hai Phong became the only locality nationwide to record a SIPAS score above 90%. Public satisfaction with policy formulation and implementation reached 91.01%, while satisfaction with public administrative services stood at 91.26%, both ranking first nationwide.
The results are not merely leading rankings, but also reflect a shift from a “management” mindset toward a more service-oriented approach that places residents and businesses at the center.
Behind the city’s top ranking is also a strong commitment to digital transformation and digital government development. Thousands of administrative procedures have seen processing times reduced, data has gradually been digitized and integrated, officials work on Saturday mornings to support residents, and public service support teams visit households directly to help elderly residents and those less familiar with technology complete procedures.
Hai Phong also became the first locality selected by the National Assembly Office to pilot the legislature’s shared digital platforms, reflecting the central government’s recognition of the city’s implementation capacity, reform commitment and strong digital transformation foundation.
The move also signals the city’s ambition to go beyond conventional administrative reform toward a modern governance model based on data and technology.
The city’s biggest challenge now is not reaching the top, but maintaining reform quality as public expectations continue to rise. Once in the leading position, even minor shortcomings become more visible, while delays risk eroding public trust.
To maintain its leading position in PAR INDEX and SIPAS, the city will need to further accelerate digital government development and place data at the center of governance.
Hai Phong’s selection to pilot the National Assembly’s shared digital platforms presents an opportunity for the city to take the lead in developing a “digital People’s Council ecosystem” and move toward a more modern and transparent governance model.
When data related to administrative procedures, public feedback, implementation of resolutions and public investment are integrated and updated in a synchronized manner, governance efficiency is expected to improve significantly.
At the same time, administrative reform will need to become more substantive. The city should continue reviewing and simplifying cumbersome procedures, reducing repeated requests for document supplementation, while supporting elderly residents and those less familiar with technology in accessing online public services.
Human factors remain the most important element. Technology can change processes, but service attitudes determine public trust. Hai Phong therefore needs to continue building a professional, responsible and people-oriented civil service while strictly addressing avoidance of responsibility and bureaucratic behavior in handling public affairs.
The city should also further strengthen supervision, feedback mechanisms and public consultation. Each voter recommendation or public complaint is not only information for handling a specific case, but also a basis for improving mechanisms, policies and governance quality.
Maintaining the country’s top ranking in administrative reform and public satisfaction has never been an easy task. However, with its reform commitment, pioneering spirit in digital transformation and goal of building a service-oriented government, residents remain confident and hopeful that the city will continue to affirm its position as a national leader in administrative reform, modern governance and sustainable development in the new phase.
Hai Phong News
