From doing things for others to providing hands-on guidance.
At the citizen support area in the Provincial Public Administrative Service Center, instead of receiving paper documents and then entering them into the system, officials patiently stand beside the applicant, guiding them through each step on a computer or smartphone.
When Mr. Nguyen Cong Minh (residential group 2, Tan Lap ward) came to complete his legal procedures, he was initially quite unfamiliar with technology. After being guided by officials from logging into his VNeID account, selecting services, filling out information, to submitting documents, Mr. Minh was able to directly perform the steps and complete the procedure. “With direct guidance, it was very easy to understand. I feel satisfied and confident that I can do it myself at home in the future,” Mr. Minh shared.
This spirit of service is spreading at the commune and ward-level Public Administrative Service Centers. In Ea Tul commune, where more than 66% of the population are ethnic minorities, digital transformation is linked to changing the administrative transaction habits of people in the villages.
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| Residents of Ea Tul commune are being guided on how to perform operations in the digital environment. |
When Mr. Y Dâu Ayun (from Tu village) went to the commune's Public Administrative Service Center to complete social welfare procedures, he was used to relying on staff for assistance. This time, however, the staff patiently explained each step and guided him in filling out the information himself on the system.
"At first, I was very worried about making mistakes on the phone, but thanks to the technician's patient guidance on each button, I was able to operate it myself right away," Mr. Y Dau said, adding that once he understood how to do it, he felt confident in performing the procedures later on and was ready to guide his fellow villagers.
According to Ms. Phan Thi Ly, Chairwoman of the People's Committee of Ea Tul commune, officials, specialists, and youth union members actively support people in accessing technology. As a result, people are increasingly proactively using smartphones to search for information, access online public services, and make electronic payments. The commune's administrative procedure digitization rate has reached 100%; the rate of applications processed correctly and ahead of schedule is over 97%.
Bridging the digital divide, modernizing administration.
The new approach at the Public Administrative Service Centers reflects the guiding spirit of the Dak Lak Provincial People's Committee in improving the quality of administrative reform. The province has issued Directive No. 09-CT/TU of the Provincial Party Committee Standing Committee, Directive No. 13/CT-UBND and Directive No. 14/CT-UBND of the Chairman of the Provincial People's Committee to tighten administrative discipline and order, enhance the responsibility of heads of departments, and reduce the time and cost of resolving administrative procedures. Plan No. 175/KH-UBND also launched a campaign to promote administrative procedure reform and improve the quality of service for citizens and businesses.
Permanent Vice Chairwoman of the Provincial People's Committee Ho Thi Nguyen Thao affirmed that the province will continue to promote the dissemination of information and guidance to people on using online public services and online payments; research support models suitable to the actual conditions, especially in remote areas and areas inhabited by ethnic minorities; thereby aiming to build a service-oriented, transparent, modern, and people-centered administration.
Dak Lak province is also strictly implementing the Prime Minister 's directive, requiring agencies and units to receive and process applications electronically, not accepting applications outside the system, and ensuring data is updated and synchronized with the National Public Service Portal. The province also adheres to the principle of not requiring citizens and businesses to re-provide information already available in databases; limiting the practice of doing things on behalf of others, and increasing guidance to encourage citizens to independently carry out administrative procedures in the digital environment.
Thanks to the coordinated efforts and innovative approaches from the grassroots level, the administrative procedure resolution process has achieved positive results. From January 1, 2026 to September 30, 2026, the province's administrative procedure resolution information system recorded 550,059 dossiers. Of these, 472,145 dossiers were received online, accounting for 85.84%; and 77,914 dossiers were submitted directly at the Public Administrative Service Centers at all levels, accounting for 14.16%. The percentage of dossiers processed online throughout the entire process reached 33.77%; 38.31% for departments and agencies and 28.78% for communes and wards.
These figures not only reflect the transformation in the operational efficiency of the government apparatus, but also show that the gap between citizens and technology is gradually narrowing. This is also the core of how online public services can become deeply integrated into daily life, helping people confidently master technology to serve their lives and production.
Do Lan
Source: https://baodaklak.vn/van-hoa-xa-hoi/202610/khi-nguoi-dan-duoc-trao-chia-khoa-cong-nghe-7bf5de0/
