The Hanoi Public Administrative Service Center, in collaboration with the Vietnam Post Corporation, Viettel Post Joint Stock Corporation, and Viettel Customer Service Company, December 9 organized a ceremony to sign a memorandum of cooperation regarding the implementation of postal services and multi-channel call center solutions for handling administrative procedures in Hanoi.

Overview of the signing ceremony. 

Director of the Hanoi Public Administrative Service Center Cu Ngoc Trang noted that Hanoi is one of the five localities tasked with piloting the model of a one-tier public administrative service center under the Hanoi People's Committee, with the aim of "improving and enhancing the quality of public services for citizens and businesses."

In the context of this new model, the center aims to promote the socialization of public administrative services as both an inevitable trend and a crucial step to improve service quality, reduce pressure on the government apparatus, and contribute to the development of a transparent, citizen-centered administration. This aligns with the Party, the Politburo, the Government, and Hanoi's municipal leadership's strategy for streamlining and enhancing efficiency in the public sector.

This initiative emphasizes collaboration between the Public Administrative Service Center and postal, IT, and private enterprises in providing public services to assist citizens and businesses throughout the process of handling administrative procedures.

The primary focus of this effort is the pilot implementation of an online public service agency network. This will target areas with high population densities but limited access to technology, and outlying districts or regions where people rarely use online services.

The online service agencies will assist residents by registering accounts on the national and city public service portals, guiding them through online procedures, managing paper-based documentation where online services are not available, and connecting them with the center for faster document processing. 

Citizens will also receive results either through postal services or directly at the agency. During the pilot phase, two postal units will offer free assistance and digital literacy training for the residents. Based on the results, the center plans to propose technical standards and policies for expanding the service.

To ensure rapid and effective implementation, the center will report to the municipal government for approval and move forward with the pilot project in stages. By December 15, 2024, the center aims to issue a plan for the pilot and assess the eligibility of potential agency locations, ensuring they meet the necessary equipment and infrastructure standards. In January 2025, the process will include staff training and the development of operational procedures. By February 2025, small-scale pilots will begin in various city districts, with public outreach through media channels to raise awareness of the new service. Full-scale implementation across the city is expected by March 2025.

Director Cu Ngoc Trang highlighted the government's guidance and the central role of this initiative in reshaping administrative procedures, with a focus on 100% online document processing. He also emphasized the importance of facilitating the public's adoption of online services and digital skills.

At the signing ceremony, representatives of all parties reaffirmed their commitment to carrying out the cooperation agreement in full accordance with government regulations, with the goal of benefiting both the public and businesses and ensuring sustainable development.

Ngo Hai Phan, Director of the Administrative Procedure Control Department at the Government Office, praised the collaboration between the Public Administrative Service Center and the businesses involved, noting that it aligned with both the city's objectives and the national strategy. He also stressed the importance of maintaining service quality, and ensuring that citizens are properly guided through the online procedures to avoid delays or other issues.

Vice Chairman of the Hanoi People's Committee Ha Minh Hai emphasized the significance of this agreement in supporting the city's administrative reform process. He outlined the goals of reducing bureaucracy, streamlining procedures, and improving service delivery. He also mentioned the City Council's ongoing review of a resolution to support postal services for online public services, which would further enhance the project's implementation.