HCM City (VNA) — The Ho Chi Minh City Public Administration Service Centre at 43 Nguyen Van Ba Street in Thu Duc ward officially came into operation on December 29, marking an important milestone in the city’s ongoing administrative reform drive centred on citizens and businesses.
According to Duong Van Thom, Deputy Director of the centre, three facilities have been brought into operation — in Thu Duc, Ba Ria–Vung Tau and Binh Duong — allowing administrative procedures to be handled centrally rather than through multiple agencies as previously. When visiting the centre, residents can access all administrative services under the city’s jurisdiction and select the relevant sector in one place.
At the centre, citizens take a queue number and are guided to the appropriate service counter to complete the required steps. Their documents are then digitised and transferred electronically to the competent authorities for rapid processing, with outcomes returned on schedule in line with regulations.
The centre currently operates 61 of its 67 service counters, with the capacity to handle 800–1,000 transactions at any given time.
The centre is teaming up with the city’s Digital Transformation Centre to upgrade its IT systems, making it possible for residents to register online and ensuring all eligible procedures are fully accessible as online public services. A robust monitoring process now tracks cases from the moment they’re received through interdepartmental processing to the final response. These changes aim to speed up procedures and boost public satisfaction.
Pilot operations at several departments and service counters showed that document submission now takes only five to ten minutes on average, after which citizens receive confirmation of receipt and may leave. A hotline has been established to receive feedback regarding procedures and staff conduct. The contact numbers of the Office of the municipal People’s Committee and the centre’s leadership have also been made public to ensure timely handling of any issues arising, Thom said.
Dao Thi Ngoc Lien, an employee of HMS Law Co. Ltd, said she visited the centre to seek guidance on procedures for appointing an arbitrator at the Department of Justice and for business registration documents handled by the Department of Finance.
She received very enthusiastic guidance from the centre's staff, from getting a queue number to being directed to the consultation desk and was clearly briefed on how to complete the required paperwork at home.
She added that the centre’s facilities are highly modern, from queueing kiosks and document scanners to a guidance robot that operates effectively. Staff clearly explained the process to ensure citizens and businesses complete procedures correctly from the outset, while maintaining a professional and friendly attitude.
“With just one location handling procedures for all departments and agencies, it is extremely convenient,” Lien said./.
