Officials adopt new approaches to better serve residents
Hai Phong continues to innovate its working methods, using public satisfaction as a measure of the effectiveness of public service delivery.
Small changes, significant results
According to Vu Thi Van Chi, Director of the Do Son Ward Public Administrative Service Center, given the area's economic zone, industrial parks and tourism activities, the center arranges for staff to work overtime until 6 pm every day, and until 6:30 pm on Mondays. This allows workers to complete administrative procedures and collect results after their shifts.
The ward has also surveyed needs in residential groups and organized six rounds of mobile administrative services, providing assistance at home to elderly people who cannot travel, as well as those with serious illnesses, strokes, injuries or disabilities.
From the beginning of the year through October 28, 2026, the Ward People's Committee received 9,872 applications and processed 9,832. Of these, 9,731 were handled before or by the deadline, accounting for 99.98%, while the remaining 40 are being processed within the prescribed time limit. As of October 26, 2026, Do Son Ward scored 19.9 out of 20 for processing progress on the National Public Service Portal, ranking third citywide. Its public satisfaction score was a perfect 18 out of 18.
In Nam Do Son Ward, changes in working methods are evident in site clearance efforts. Officials proactively visit local communities to engage in dialogue, listen to residents and resolve difficulties. They also personally deliver compensation and support payments to the homes of households whose members have difficulty traveling. This community-oriented, practical approach has helped build consensus and made Nam Do Son one of the leading localities in site clearance for the CT.08 expressway project.
Although each locality has its own model and approach, all reflect changes among grassroots officials and a transformation in the way local governments operate. These efforts follow Hai Phong City's direction to build a friendly government, promote administrative reform and strengthen public officials' accountability in carrying out their duties.
Officials and local governments putting people first
With the two-tier local government model now in operation, Hai Phong's officials and civil servants are expected not only to fulfill their assigned duties but also to proactively adopt new approaches, enhance their sense of responsibility and improve the quality of public service.
This spirit has been translated into specific policies through the Hai Phong Party Committee’s Resolution No. 05-NQ/TU dated January 14, 2026, on developing socialist models associated with socialist people and the City People's Committee’s Decision No. 1376/QD-UBND and Plan No. 119/KH-UBND dated April 9, 2026, on developing the "friendly government" model.
Each public official must change their mindset and take the initiative in resolving difficulties and obstacles of residents. This is reflected in everyday work: providing clear guidance on administrative procedures, minimizing repeated requests for additional documents, proactively coordinating with relevant agencies and monitoring progress, explaining matters thoroughly, and taking responsibility for seeing cases through within their authority.
To measure tangible improvements, the City People's Committee issued Decision No. 3421/QD-UBND dated August 25, 2026, on surveying the satisfaction of residents and organizations with State administrative agencies in 2026. The survey covers 114 communes and wards, as well as departments and agencies. Public satisfaction must not only be a goal but also a measure of each official's accountability.
Improvements in public service conduct must become a regular working practice, making administrative reform substantive and helping build a transparent, accountable and effective administration that puts people at its center.
HAI VAN