Bringing public services closer to citizens

The pilot implementation of an Online Public Service Agency model at 34 postal service points across the province is helping residents carry out administrative procedures more conveniently while contributing to digital transformation and improving the quality of government services for both citizens and businesses.

Staff of Chiem Hoa Post Office, under Chiem Hoa Commune Post Office, return administrative procedure results to local people.

Following Project No. 172 of the provincial People’s Committee and Plan No. 278 of the Provincial Office, since early February 2026 the Provincial Public Administration Service Center, in coordination with the provincial Post Office, has officially launched the Online Public Service Agency model at 34 postal transaction points across the province. These locations are familiar to residents through postal, delivery and financial postal services, making them convenient places to access online public services.

According to the Provincial Public Administration Service Center, the unit is responsible for management, professional guidance, and providing operational materials, as well as organizing training for personnel working at the agency points. The center also monitors and evaluates operational quality and coordinates in receiving and handling citizens’ feedback and recommendations during the process of carrying out online administrative procedures. Meanwhile, the provincial Post Office is in charge of deploying the model at transaction points, assigning trained staff to assist residents and businesses in submitting online applications, digitizing documents, and delivering results through public postal services, especially in remote and mountainous areas.

After more than one month of operation, the model has recorded encouraging initial results. Citizens receive direct assistance at post office transaction points, helping them save time and travel costs while reducing the workload for one-stop administrative service units. At Meo Vac Commune Post Office, about 10 applications for driver’s license renewal are processed each month via the online public service portal. Meanwhile, since early February, Chiem Hoa Post Office has assisted nearly 200 cases in completing online administrative procedures, mainly related to citizen ID applications and traffic violation fine payments.

Statistics show that from January 15 to mid-February, the province received more than 80,000 administrative procedure applications, of which over 61,000 have been processed, with the early resolution rate reaching more than 99 percent. According to the National Public Service Portal as of February 28, the province scored 93.85 points and ranked 9th among 34 provinces and cities nationwide in the index measuring the direction, administration and quality of services provided to citizens and businesses through electronic public services.

However, several challenges remain. Digital skills among some residents are still limited, particularly in rural and mountainous areas, while telecommunications infrastructure in certain localities remains unstable. In addition, many people are still accustomed to submitting applications directly at administrative offices.

In the coming time, relevant agencies will continue to strengthen communication and training, while investing in information technology infrastructure to improve the effectiveness of the model and provide a basis for its expansion once service quality and practical demand criteria are fully met.

Moc Lan