Improving public services for citizens and businesses

According to the National Public Service Portal, in January and February 2026, Thai Nguyen ranked first among 34 provinces and centrally-run cities in the Citizen and Business Service Index. In March and April, the province ranked fourth nationwide in this index.

These results clearly reflect the efforts made at all levels in administrative procedure reform, using the satisfaction of citizens and businesses as a key measure, thereby contributing to improving the effectiveness of the two-tier local government system.

At the Thai Nguyen Provincial Public Administration Service Center in the early afternoon of May 4, more than 100 citizens came to handle administrative procedures. People were guided by the Center staff to take queue numbers and wait to be called in order. The Center also provided computers and assigned staff to assist citizens in submitting online applications.

Ms. Nguyen Thi Kim Oanh from Thi Dua Hamlet, Phu Binh Commune, said: “I have a computer at home, but I don’t know how to enter data to submit an online application. When I came here, with the guidance of the Center’s staff, it took only five minutes to complete, and I registered to receive the result via public service delivery so I wouldn’t waste time traveling”.

Ms. Nguyen Thi Hoa, Deputy Director of the Provincial Public Administration Service Center, stressed: “Our staff always uphold a strong sense of responsibility in guiding and supporting citizens and businesses, especially elderly people in remote and disadvantaged areas, in using online public services. The Center has accelerated the processing of administrative procedures through the 24-hour green lane mechanism and the 60-percent green lane mechanism. We strictly maintain administrative discipline in receiving and returning administrative procedure results”.

Not only at the provincial center, public administration service centers at commune and ward levels have also been equipped with computers and assigned staff to guide citizens in effectively using online public services.

Ms. Nguyen Thu Huong from Group 5, Quyet Thang Ward, said: “The Center has applied technology such as AI robots and computers to guide citizens in submitting online applications, helping administrative procedures to be handled quickly and efficiently”.

Implementing Directive No. 06 dated February 6, 2026 on further improving the effectiveness of administrative procedure settlement and public service delivery for citizens and businesses in Thai Nguyen Province, localities have introduced many initiatives, solutions and models to improve administrative procedure handling, such as the “Saturday for the People” model, “mobile administrative procedures,” and an AI assistant for administrative procedures to support citizens and businesses.

Ms. Ha Thi Thach, Director of the Public Administration Service Center of Quyet Thang Ward, shared: “With the motto of putting citizens at the center, getting the work done rather than stopping when office hours end, each official and civil servant always upholds responsibility, proactively studies procedures, and guides citizens in carrying out administrative processes”.

Surveys in communes and wards across the province show that citizens and businesses highly appreciate the service attitude of staff at public administration service centers.

Student Vuong Nguyen Khanh Chi from Huong Son Secondary School said: “The police officers here guided me to take photos and fingerprints for my citizen ID card. The procedures were quick and convenient”.

Thai Nguyen currently has 2,079 administrative procedures, with 100 percent processed regardless of administrative boundaries. The province prioritizes simplifying procedures, shortening processing time, and improving citizen and business satisfaction. From July 1, 2025, to May 3, 2026, the province received nearly 700,000 applications, most of which were processed online.

The on-time settlement rate reached 99.76 percent, while satisfaction exceeded 99 percent. Notably, Thai Nguyen achieved the maximum score of 18 out of 18 for openness and transparency and 10 out of 10 for online payment, while also leading the country in the speed of administrative procedure processing.

These impressive results in service performance, on-time processing rates, and satisfaction levels reaffirm the effectiveness of administrative reform and digital transformation in Thai Nguyen.

This will serve as an important foundation for the province to further improve service quality and build a modern, transparent public administration system that places citizens at its center.