The pilot model in Bac Yen town focuses on well implementing the following contents: "4 ‘xin’: xin chao (hello), xin loi (sorry), xin cam on (thank you), xin phep (asking for permission); “4 always: always smile, always be gentle, always listen, always help”; “5 don’t: don’t be bossy and cause difficulties or trouble, don’t be bureaucratic, emotionless and irresponsible, don’t involve in corruption, wastefulness, or group interests, don’t flatter or cheat, don’t take advantage of positions and power in performing duties"; "5 know: know how to listen to the people, know how to understand the people, know how to win the people’s trust, know how to apologize the people, and know how to thank the people."

To implement the model, the People's Committee of Bac Yen town has arranged four qualified civil servants to work at the one-stop shop; established a team to guide people to use public services at levels 3 and 4; ensured available computers with internet connection, printers, scanners, free high-speed wifi devices to meet the four criteria of "faster, more economical, more reasonable, more friendly" in handling administrative procedures for organisations and individuals.