Agribank pioneers the "3-party - 1-touch" model, bringing public services closer to the people

(Chinhphu.vn) - The "3-party - 1-touchpoint" model pioneered by Agribank in Hanoi represents a strong step in the journey of innovating service thinking, linking finance - administration - law, towards a modern, transparent, people-centered administration - in the spirit of a serving Government, accompanying banks, and benefiting people.

Representatives of the three parties ( Agribank - TTPVHCC - Tran Anh Law Company Limited) signed the Cooperation Agreement - Photo: VGP/HT

Cooperation for the people – Linking finance with public administration

On the afternoon of October 8, at Agribank Headquarters, Hanoi Public Administration Service Center (TPSC), Tran Anh Law Firm and Agribank held a signing ceremony of the Cooperation Agreement to deploy "Transaction points for consulting, supporting, receiving administrative procedure documents directly and online of TPSC at Agribank's transaction points" in Hanoi.

According to the agreement, Agribank will arrange space at the bank's transaction points throughout the area as "Advice, support, and administrative procedure reception points of the Center for Public Service and Public Administration". This is an initiative to help people and businesses carry out administrative procedures more conveniently, while improving service quality.

In banking activities, secured transactions related to credit granting, almost 100% of mortgage customers must carry out at least one administrative procedure at the Public Administration Service Center or related agencies such as land registration offices, notary offices. These procedures include: notarization of mortgage contracts, registration of secured transactions, registration of changes in information due to mortgage, mortgage release, transfer, issuance and exchange of land use right certificates, and deletion of secured transaction registration after loan settlement.

However, in reality, many people do not fully understand the process and do not know how to clear the mortgage after completing the loan obligation, leading to the property still being legally bound even though the debt has been paid off. In addition, the current process requires moving through many different agencies, causing the time to complete the file to last from 10 to 30 days, while the rate of files being returned due to missing documents or incorrect procedures accounts for about 15-20%. This wastes time, social costs and creates inconvenience for people and businesses.

Accompanying the Government in building digital government and digital society

Faced with this reality, Agribank, together with TTPVHCC and Tran Anh Law Firm, coordinated to deploy the "3-party - 1-touchpoint" model to support people and businesses in carrying out eight common groups of administrative procedures, including: registering and deleting registration of secured transactions; providing land information and data; registering changes in land use rights; registering changes in land user information; issuing and exchanging certificates of land use rights and house ownership rights; registering the establishment of enterprises and business households; and administrative procedures on household registration.

From there, people can be consulted, guided, submit documents and receive results right at the bank, without having to go through many agencies. With this "Finance - Administration - Legal" model, the time to process administrative documents is shortened from 10-30 days to 5-10 days. At the same time, unified document guidance helps minimize errors and limit the situation of documents being returned.

In particular, this model helps people and businesses save time, travel costs and reduce pressure on state administrative agencies. This is the first "3-pillar" interconnected model deployed in Hanoi, contributing to concretizing the policy of administrative reform associated with digital transformation, towards building a digital government and digital society.

Deputy Governor of the State Bank Pham Tien Dung highly appreciated the initiative of Agribank and the Hanoi Public Administration Service Center - Photo: VGP/HT

Speaking at the ceremony, Deputy Governor of the State Bank Pham Tien Dung highly appreciated the initiative of Agribank and the Hanoi City Public Administration Service Center. The Deputy Governor commented: "This is a meaningful cooperation model, aiming at the goal of putting people at the center of administrative reform, while promoting the role of banks in bringing public services closer to people and businesses."

Mr. To Huy Vu - Chairman of Agribank Board of Members speaks - Photo: VGP/HT

Agribank representative, Mr. To Huy Vu - Chairman of Agribank Board of Members emphasized: Today's signing ceremony is a new step forward in service thinking, when the bank is not only a place for financial transactions but also a point of support for public administrative procedures for people and businesses."

According to Mr. To Huy Vu, this model represents the image of "Serving Government - Accompanying Bank - Beneficiaries", through which Agribank becomes an extended arm of the State in administrative reform and digital transformation.

Meanwhile, the Government has set a target of completing the provision of 100% online public services for eligible procedures by 2025, and by 2030 Vietnam will be among the top 50 countries in the United Nations' online public service index. Therefore, Agribank's proactive cooperation in implementing this model is considered a practical action to contribute to realizing the Government's major policy.

According to Mr. To Huy Vu, digital transformation in banking is not only a technology race, but also a revolution in serving the people. Agribank is changing its mindset from a "management" bank to a "service" bank, from "passive reception" to "proactively bringing services to the people".

Along with that, Agribank is promoting the digitalization of business processes, expanding digital banking, implementing eKYC, cashless payments, building a direct and online public service platform at branches, thereby contributing to the formation of a banking service ecosystem linked with public administration.

Furthermore, with the business philosophy of "Bringing prosperity to customers", with more than 40,000 officers and employees and more than 2,300 transaction points covering 100% of communes nationwide, Agribank affirms that each officer is "an ambassador of trust", accompanying the Government on the journey of serving the people.

"When public services are deployed at Agribank, people and businesses will save dozens of days of waiting, reduce costs, limit errors and receive dedicated guidance; local authorities will reduce pressure on processing documents, improve people's satisfaction index; and the banking industry will contribute to spreading the spirit of "serving instead of managing", building a transparent and modern administration", Chairman To Huy Vu emphasized.

Mr. Truong Viet Dung - Vice Chairman of Hanoi People's Committee - Photo: VGP/HT

On the local government side, Vice Chairman of Hanoi People's Committee Truong Viet Dung affirmed: The city expands its capacity to serve public administration; banks promote the strength of their network of more than 300 branches and transaction offices; and people and businesses benefit directly when they can handle administrative procedures and banking transactions at a single location.

Hanoi City leaders highly appreciated Agribank's pioneering spirit, responsibility and professionalism in coordinating the implementation of the new model, contributing to improving the efficiency of serving the people, promoting digital transformation, reforming administrative procedures and developing a modern financial system.

Delegates cut the ribbon to inaugurate the "Public Service Consulting, Support and Reception Point" at the Hanoi Branch I Headquarters - Photo: VGP/HT

Pilot implementation at the first 5 transaction points

In the first phase, the model will be piloted at 5 transaction points of Agribank in Hanoi, including: Soc Son Branch - Phu Lo Transaction Office; Ha Tay I Branch - Tan Linh Transaction Office; Ha Tay Branch (Branch Headquarters); Hanoi I Branch (Branch Headquarters) and Tam Trinh Branch (Branch Headquarters).

On the same day, October 8, 2025, Agribank coordinated with the Center for Public Service and Public Administration to organize the opening ceremony of the Public Service Consulting, Support and Reception Point at the Headquarters of Hanoi Branch I (90 Nguyen Tuan, Thanh Xuan Ward, Hanoi).

PV