At the center, the positive changes are evident in the way staff welcome and serve citizens. At the application counter, we spoke with Mr. Lò Văn Toản from Chiềng Chung hamlet, who was registering his child’s birth. “I thought it would take a lot of time to complete the paperwork, but the officers were quick and enthusiastic. As long as I brought the required documents as instructed, everything was processed immediately. Their step-by-step guidance made me feel at ease,” Mr. Toản said.

Among those waiting, we also met Ms. Lường Thị Bích, a new student at Tay Bắc University, who was requesting confirmation of a poverty certificate to access student support policies. “The staff were so helpful and attentive. Thanks to their guidance, I quickly completed the paperwork to submit to my school. Administrative procedures are now very simple and fast,” she shared.

The stories of Mr. Toản and Ms. Bích reflect the broader picture of positive administrative reform at the grassroots level, where citizens are among the first to benefit. They also serve as vivid evidence of the shift from a management-centered administration to one that truly serves the people.

According to Mr. Nguyễn Quyết Thắng, Vice Chairman of the commune People’s Committee and Director of the Public Administration Service Center of Tuần Giáo: “At the commune level, we are currently handling 389 administrative records and procedures, including 127 fully online submissions and 262 partial online submissions. The application of information technology has significantly shortened processing times and reduced travel for citizens, especially those from remote hamlets.”

Between July 1 and September 3, 2025, the center received and processed 679 administrative requests. Notably, 539 were submitted online, while only 140 were handled directly. Impressively, 671 cases were returned ahead of schedule, with only 8 cases still being processed within the regulated timeframe. The most frequently handled procedures were the authentication of document copies, along with birth, death, and marriage registrations.

However, challenges remain. Some procedures, transferred from the former district to the commune level, particularly the issuance of land use right certificates, still face obstacles. The main issue is the absence of cadastral maps in Tuần Giáo. Families requesting certificates for the first time must obtain land plot surveys conducted by independent consultants, making it difficult to predict timelines and slowing overall progress. Moreover, households in financial hardship cannot afford survey fees, limiting their access to this service. Additionally, the 15-day public posting period to verify land origins is not counted in the 30-day maximum processing period stipulated by regulations, creating delays in the online system.

These challenges are not just procedural but also barriers preventing citizens from fully benefiting from administrative reform. This requires coordinated solutions from multiple levels and sectors, particularly in terms of mechanisms, policies, and inter-agency cooperation.

Despite these obstacles, the reforms in Tuần Giáo commune have already brought tangible benefits to residents. The road ahead remains demanding, but with the determination of the entire political system, bottlenecks will gradually be resolved and citizens’ satisfaction will continue to grow.