A woman is clearing administrative procedures at Vinh Phuc ward, Ba Dinh district, Hanoi.

Since last July, Hanoi has piloted a new urban administration model in 175 wards of 12 districts and Son Tay Town with no people’s council at the ward level. This should help Hanoi grow quickly and sustainably.

Stepping up administrative reform at all levels in recent years has benefited individuals, organizations, and businesses. The most notable reform has been the "Five administrative procedures without delay" model, in which a person can come to a “one-stop-shop” and have five requests addressed within approximately 15 minutes.

The model has been highly praised, said Dang Thi Mai Hoa of Vinh Phuc ward in Ba Dinh district, adding, “All administrative procedures are done in the ward.”

She explained, “The staff in the one-stop service department were very attentive and dedicated to helping. Modern technology can be impossible for old people to use.”

To quickly handle administrative procedures, the local government has organized personnel to transfer documents for signing. According to Nguyen Anh Dung, Chairman of the People's Committee of Vinh Phuc ward in Ba Dinh district, the model helps to process all ward level administrative files on time and increases the number of documents handled and returned by the due date.

The model has made a big change in administrative procedures and improved customer satisfaction.

Nguyen Anh Quan, Vice Chairman of Hoan Kiem district’s People's Committee, said, “Handling administrative procedures with no waiting reduces redundancies and saves people time and travel.”

The “Five administrative procedures without delay” model implemented in Hanoi includes authentication of copies of originals, authentication of signatures, marriage registration, birth registration, and death registration.

When people come to the one-stop-shop to complete these procedures, they will be processed on the spot following a 5-step process: reception, support, handling, approval, and return of the results.

Hanoi has simplified 26 administrative procedures, replaced 33, and eliminated 476.

Tran Sy Thanh, Chairman of Hanoi’s People’s Committee. (Photo: VNA)

Tran Sy Thanh, Chairman of Hanoi’s People’s Committee, said 99% of documents are now processed on time or before the deadline.

“The reform of administrative procedures is needed by both private individuals and businesses and Hanoi has been working hard at it since the beginning of the term. This has been widely acknowledged and appreciated,” Thanh noted.

Hanoi has promulgated an action plan for administrative reform until 2025 that focuses on improving service satisfaction and digitally transforming government.

Hanoi’s People's Committee has established a working team to raise the city’s public administrative reform index (Par Index) and Satisfaction Index of Public Administration Services (SIPAS).

A steering committee has been set up to implement a project to boost the decentralization of state management in Hanoi, as Hanoi continues to move closer to becoming a smart city and a leader in digital transformation.