On 14/7, 75-year-old Ngo Thanh Loi Tho visited the Public Administrative Service Center in Thoi An commune (formerly District 12), TP HCM, to apply for a first-time land use rights certificate. Previously handled at the district level, this procedure has been delegated to the communal level under the new two-tier model.

At the center, Ms. Tho was assisted by a volunteer who helped her get a queue number and directed her to the land procedures counter. "My two children work as ride-hailing drivers and are busy, so I came myself," Ms. Tho explained, adding that her age motivated her to complete the procedure to avoid future complications. Due to her age and unfamiliarity with online procedures, she opted to apply in person.

Ms. Tho's 35 m2 house, purchased 23 years ago with a handwritten agreement, had previously incurred penalties for construction violations. She had approached the former District 12 People's Committee for the certificate, but the process required navigating multiple agencies, so she "put it off until now." After about 10 minutes, an official reviewed her documents and listed the missing paperwork.

Ngo Thanh Loi Tho completes paperwork at the Public Administrative Service Center in Thoi An commune, TP HCM, on 14/7. Photo: Le Tuyet

Ngo Thanh Loi Tho completes paperwork at the Public Administrative Service Center in Thoi An commune, TP HCM, on 14/7. Photo: Le Tuyet

Tran Minh Quang, a specialist at the center, explained that under the new regulations, communes are the primary point of contact for first-time certificate applications. For instance, Ms. Tho's application requires a land plot drawing, previously verified by the land registration office branch, which is now handled at the commune level. This reduces bureaucratic hurdles and travel time for citizens.

Over two hours in the morning, the center assisted 80 individuals with procedures including certifications, household registration, land matters, and construction. Even past noon, staff continued working to clear the backlog.

Nguyen Dinh Bao Quoc, vice chairman of the Thoi An Commune People's Committee (UBND) and director of the center, explained that the commune was formed by merging the former Thoi An and Thanh Xuan communes. Covering 14.9 km2 with a population exceeding 125,000, the commune's one-stop shop now handles 363 administrative procedures, many transferred from the city and district levels.

The center receives an average of 150 in-person visitors daily, excluding online applications.

According to Mr. Quoc, the center has 11 staff processing applications. To support the large population, the commune utilizes youth volunteers, and the TP HCM Digital Transformation Center provides two technicians for IT support. Since the beginning of the month, staff have been working weekends to process applications. If an application is incomplete, officials provide a guidance sheet, minimizing repeat visits.

Beyond Thoi An, many TP HCM communes are using volunteers to guide citizens. Some have implemented innovative solutions, such as Thu Duc commune's robots that distribute water and documents, and Binh Tien commune's 24/7 automated document kiosk.

However, after two weeks, Thoi An officials noted challenges with data integration, such as with business registration certificates. Mr. Quoc suggested integrating the Ministry of Finance's National Business Registration Information System into the National Public Service Portal for a unified system.

Meanwhile, the TP HCM Department of Agriculture and Environment reported that some commune staff are still unfamiliar with specialized software and new electronic tax procedures. Infrastructure and internet connectivity in remote areas, along with distances between commune UBNDs and centers, also hinder document transfer, particularly for same-day processing.

To address these issues, the department is reviewing procedures and deploying staff from land registration offices to support communes.

TP HCM Chairman Nguyen Van Duoc stated that for non-location-specific procedures, citizens and businesses can apply at any convenient location. The city will establish a city-level administrative center with 38 branches, located in the former districts of TP HCM, Binh Duong, and Ba Ria - Vung Tau, staffed with specialists to minimize application rejections and delays.

Under the National Assembly's resolution on administrative unit restructuring, the number of provinces and cities nationwide has been reduced from 63 to 34, effective 1/7. Communal units decreased by about 67%, from over 10,000 to over 3,300. Local government now operates on two tiers (province and commune) instead of three (province, district, and commune).

Citizens complete paperwork at Nha Trang commune, Khanh Hoa province. Photo: Bui Toan

Citizens complete paperwork at Nha Trang commune, Khanh Hoa province. Photo: Bui Toan

Formed from five merged communes, Nha Trang commune now spans 47.12 km2 with over 136,000 residents, making it one of Khanh Hoa province's most populous areas. The commune's Public Administrative Service Center consistently deploys over 15 staff to manage the high volume of work.

A commune official reported a significant increase in applications over the past two weeks, with 150-200 applications processed daily. However, operations have run smoothly due to thorough preparation and detailed planning.

According to Nguyen Khac Ha, head of the Khanh Hoa Provincial Party Committee's Organizing Committee, implementing key performance indicators (KPIs) for officials has led to positive changes, including quantifiable work assessments based on daily, monthly, and quarterly data. This allows for fair and objective evaluations.

Following the implementation of the two-tier government model, communes in Ca Mau province have reported stable operations. Dang Phu Lam, deputy director of the Public Administrative Service Center in Tan Thanh commune (formerly Ca Mau City), noted increased public satisfaction with the streamlined process.

Citizens complete paperwork at Tan Thanh commune, Ca Mau province. Photo: Chuc Ly

Citizens complete paperwork at Tan Thanh commune, Ca Mau province. Photo: Chuc Ly

However, the center faces challenges due to the increased workload from procedures transferred from the district level. Staff, primarily from former commune one-stop shops, are adapting to new tasks and acquiring additional skills, leading to occasional uncertainty.

Initial results of the two-tier government model were presented by Minister of Home Affairs Pham Thi Thanh Tra during a government working session in Can Tho City on 13/7.

Minister Tra highlighted the advantages of the new model, noting the prompt and proactive implementation by localities. "The pilot phase and official implementation have showcased numerous innovative approaches. The initial results have been positive, with smooth operations and no major disruptions or issues," she said.

However, challenges remain, including restructuring provincial and communal administrations, and staff capacity building. Decentralization from the central to local levels and within provincial agencies is still limited. In some areas, commune-level staff capacity needs improvement.

Minister Tra proposed a comprehensive review of national infrastructure to ensure connectivity and synchronization, as well as improvements to legal frameworks, capacity building for commune officials, and enhanced compensation policies, particularly for non-professional staff.

Reporter team