The Citizen and Business Service Index is a system for measuring and evaluating the quality of administrative procedure handling and public service delivery in an electronic environment, based on five groups of criteria: transparency and openness; progress and results of application processing; digitisation of records; provision of online public services; and satisfaction of citizens and businesses.

Nguyen Van Than, Chairman of the ward People’s Committee, said that as a central ward of the province, the workload and pressure are significant. Therefore, from the outset, the ward has adopted the principle of “putting citizens and businesses at the centre of service,” considering public satisfaction as a key measure of performance. The ward Public Administration Service Centre operates under a modern “one-stop-shop” model, applying digital platforms to shorten processing time and ensure transparency in handling administrative procedures.

After transitioning to a two-tier local administration model, the ward People’s Committee issued an administrative reform plan consisting of eight key areas and 37 specific tasks, clearly assigning responsibilities to each unit and civil servant. Direction and management are maintained regularly through committee meetings and professional briefings, promptly addressing difficulties and obstacles during implementation.

The focus of administrative reform is identified as simplifying administrative procedures and improving the effectiveness of the Public Administration Service Centre under the “one-stop” and “interconnected one-stop” mechanisms. All procedures are fully publicised, and the process of receiving and resolving applications is standardised, facilitating transactions for citizens and businesses. Since its operation, the ward has received 3,497 administrative applications, including 2,294 submitted online and 903 submitted in person. A total of 3,473 applications have been resolved, with 24 still within the processing timeframe and six overdue. These results demonstrate the strong efforts of officials and civil servants in improving service quality while ensuring compliance with regulations and timelines.

Along with standardising procedures, the ward has enhanced service quality at the Public Administration Service Centre. Lu Van Dung, Acting Director of the centre, noted that staff are clearly assigned responsibilities and regularly assist residents, especially in using online public services. The ward has also promoted the application of information technology, digitising dossiers and results, thereby improving management efficiency and reducing processing time.

Youth Union members of Chieng Coi ward assist residents of Dau hamlet in integrating documents into VNeID.

In addition, the ward actively implements digital transformation initiatives, guiding residents to install and use the “Digital Citizen” application and the VNeID electronic identification app. To expand digital transformation to every residential area, the ward has established 106 digital community groups with 2,822 members from socio-political organisations. These groups play a key role in raising awareness and helping residents access and use digital platforms, thereby improving digital literacy within the community.

In 2026, Chieng Coi ward will continue implementing its digital transformation plan with specific tasks and targets, focusing on developing digital infrastructure and building a digital government. The ward aims to have over 70% of administrative applications processed fully online, while restructuring procedures, simplifying processes, reusing digitised data, enhancing electronic integration, and promoting online payments. Information technology infrastructure at the Public Administration Service Centre will continue to be upgraded, contributing to more efficient administrative operations and improved service quality for citizens and businesses.

With synchronised solutions in administrative reform linked to digital transformation, in the first two months of 2026, Chieng Coi ward has maintained its position among the top localities in the Citizen and Business Service Index. This contributes to building a grassroots-level digital government, enhancing the efficiency and effectiveness of state management, and improving public services, thus promoting local socio-economic development.