No paper applications accepted for 25 essential public services: Increase transparency, improve service quality for people

BAC NINH - Implementing Directive No. 24/CT-TTg of the Prime Minister, from October 1, Public Administration Service Centers at all levels will not collect paper documents for essential public services. Through the first days of implementation, the implementation was smooth, people were excited because of the quick procedures.

Convenient, time-saving

On the afternoon of October 3, Ms. Nguyen Thi Ha (born in 1978), residing in Son Dong area, Nam Son ward, went to the ward's Public Administration Service Center to request confirmation of her daughter's marital status to add to her personal record. Instead of having to prepare and bring all the necessary paper documents such as: Application form, citizen identification card, household registration book or collective population certificate (if any) as before, Ms. Ha only needed to provide her child's personal identification number, the ward's judicial - civil status officer entered the population data management software to look up and perform the steps to confirm. Thanks to that, Ms. Ha only took less than 10 minutes to complete the procedures and wait 30 minutes to receive the results. Similarly, when going to the Nam Son Ward Public Administration Service Center to register for marriage, Ms. Chu Thi Vuong (born in 1992), residing in Cong Son Commune ( Lang Son Province) and her boyfriend were surprised that the prepared documents were not needed, all relevant information was available on the system, and the registration procedure was quick and easy. "Because I had been divorced before, I brought the Decision on recognition of consensual divorce and the agreement of the parties along with some notarized related documents. Surprisingly, the divorce information was updated on the system, the documents I brought were not needed," Ms. Chu Thi Vuong shared.

People come to do administrative procedures at Bo Ha Commune Public Administration Service Center.

In order for the two-level local government model to operate effectively, on September 13, 2025, the Prime Minister issued Directive No. 24/CT-TTg on promoting the deployment of technological solutions to serve people and businesses associated with population data, identification and electronic authentication. Accordingly, from October 1, the Public Administration Service Centers at all levels will not collect paper documents for 25 essential public services that have been provided in full, replacing them with data mining. In Bo Ha commune, to implement this, the Public Administration Service Center arranged an additional computer with internet connection, assigned staff to guide and support citizens to submit documents online. Thanks to that, 100% of administrative procedures belonging to essential public services at the commune level include: Birth registration, death registration, marriage; The procedures for birth registration - permanent residence - health insurance card issuance for children under 6 years old and the procedures for death registration - permanent residence cancellation - funeral cost support are carried out without accepting paper documents. In Viet Yen ward, in the first days of implementation, the ward's Public Administration Service Center received nearly 20 documents in essential public service fields, carried out entirely in the electronic environment.

Mr. Le Duc Thinh, a civil servant of the Viet Yen ward's judicial and civil status office, said: "Not accepting paper documents will increase transparency in the process of handling administrative procedures because the system allows monitoring the progress of document processing in real time. Based on citizens' requests, we directly exploit data instead of asking for re-submission of documents, helping to reduce costs, save time, limit duplication and improve service efficiency."

Ready to support people

As a locality leading the country in evaluating the index set for serving people and businesses in performing administrative procedures and providing public services, the policy of not collecting paper documents for 25 essential public services opens up opportunities for Bac Ninh to make a breakthrough, moving towards a streamlined and transparent administration, better serving the needs of people and businesses. However, in the first days of implementation, many commune-level officials and civil servants still have concerns and problems. To process electronic records accurately, the population database and specialized data must be complete and synchronized, but in reality, there are still many cases where personal information has not been supplemented or is incorrect. At the same time, when transferring records, the synchronization of status between specialized software and public service software is still slow; there are times when the public service software has errors, and the electronic household registration and management software is sometimes not timely.

Administrative procedures of essential public services that do not accept paper records at the Commune-level Public Administration Service Center include: Birth registration; death registration; marriage registration; joint procedures for birth registration - permanent residence - health insurance card issuance for children under 6 years old and joint procedures for death registration - cancellation of permanent residence registration - funeral cost support.

Comrade Dang Thai Son, Deputy Director of Bo Ha Commune Public Administration Service Center, said: "Currently, people have updated their documents to their level 2 electronic identification accounts and personal data warehouse on the National Public Service Portal, but the synchronization is still slow. In many cases, after receiving online applications, we have to call again to ask for relevant information to supplement the application."

In fact, the 25 public services that do not accept paper documents are all procedures closely related to people's lives and production and business activities. The digitization of the entire process is expected to promote the habit of working online of people and businesses. To overcome the limitations, localities are interested in investing in equipment, improving the quality of the staff and civil servants who directly receive and handle administrative procedures. In Nam Son ward, community digital technology teams continue to promote the role of "holding hands", helping people gradually get used to online procedures. Meanwhile, along with arranging modern equipment to serve the reception of online documents, the Viet Yen Ward Public Administration Service Center promotes propaganda, organizes on-site training, and improves skills for staff, civil servants and people to carry out administrative procedures. To support localities, the Provincial Public Administration Service Center continues to maintain a hotline, ready to receive and provide technical support, ensuring that people and businesses can easily access and implement. At the same time, it organizes in-depth training, especially in localities facing difficulties and low results.

Comrade Nguyen Van Duan, Deputy Director of the Provincial Public Administration Service Center, said: “Not accepting paper documents is not only a technical change but also a turning point in administrative reform, forcing people and management agencies to adapt to digital methods, forming electronic transaction habits, and improving administrative efficiency. The successful implementation of 25 full-service public services will be a premise for us to advise the Provincial People's Committee to expand the application to many other fields, moving towards a completely electronic, transparent and modern administration.”

Article and photos: Sy Quyet

Source: https://baobacninhtv.vn/khong-tiep-nhan-ho-so-giay-25-dich-vu-cong-thiet-yeu-tang-tinh-minh-bach-nang-chat-luong-phuc-vu-nguoi-dan-postid428345.bbg