Friendly “bridges”

At Điện Biên Phủ ward, a newly merged administrative unit combining five former central wards of Điện Biên Phủ city, every morning, young volunteers in blue shirts are already at the gate early. They welcome residents at the parking area in front of the Public Administrative Service Center, proactively offer help, take queue numbers, and provide detailed instructions for filling out forms, preparing documents, and submitting online information.

For many people unfamiliar with administrative procedures, even hesitant to visit public offices, the friendly and enthusiastic demeanor of these young volunteers is a critical bridge.

“In the past, I didn’t know where to go or who to meet for paperwork. Now with the new government model, everything is centralized and clearer. Especially in recent days, the young people have been helping and guiding me carefully, making the process much more convenient and easier,” said Phạm Thị Long.

At the Public Administrative Service Center in Nậm Nèn commune, every resident coming in for administrative procedures is warmly assisted by youth volunteer teams. Vừ A Vả, who traveled over 30km of mountainous roads from Huổi Mí village to register his child’s birth and apply for a citizen ID card, was pleasantly surprised when young volunteers welcomed him at the parking area. Thanks to their guidance, he completed his paperwork in just 15 minutes.

“I was worried because I rarely use technology and don’t understand administrative processes,” shared Vả. “But when I arrived, the young people helped with everything, from taking a number to filling out forms and submitting documents. They explained things clearly in the local language, so I could understand and finish the process quickly.”

“People in our village don’t know anything about online submissions. Luckily, the youth volunteers helped us with everything and explained each step so we can remember and do it ourselves next time. I’m very happy and grateful!” he added.

Not only in urban wards like Điện Biên Phủ or remote areas like Nậm Nèn, but across many difficult areas in the province, young people are becoming invaluable assistants to local governments. They support residents with procedures, look up information, and assist with online public service submissions. Elderly and disadvantaged individuals especially benefit from their dedicated and thorough support.

A clear advantage is the youth’s proficiency with technology, allowing them to assist not only residents but also commune officials in adopting digital workflows, using population management software, and accessing integrated databases. In some places, volunteers also act as interpreters for ethnic minorities unfamiliar with Vietnamese. These small yet meaningful actions reduce the burden on public service units and foster a close-knit, people-centered government image.

56 days of partnership

In support of the new two-tier government model and digital transformation, from July 7, youth unions across the province launched a coordinated campaign with 45 volunteer teams active in 100% of communes and wards. On average, each commune maintains 10-20 tech-savvy youth members participating regularly.

According to Mùa Chiến Thắng, Vice Chairman of the Việt Nam Fatherland Front Committee of the province and head of the provincial Youth Union, the campaign runs 56 days (from July 7 to end of August). Depending on each locality’s needs, youth teams organize and adapt their support accordingly, with at least one team per commune or ward.

During this time, the volunteer teams directly support residents in handling administrative procedures, using Level 3 and 4 public services at commune-level Public Administrative Service Centers, all week, during official working hours. They also promote the new government model and roll out the “Digital Literacy for All” initiative, helping people install and use suitable digital platforms and apps.

In Nậm Nèn commune, the local Youth Union formed a volunteer team of 15 members from different villages. Each day, they work in two shifts with 2-3 members per shift, stationed at the commune’s service center to assist residents.

Hạng Thị Chua, Secretary of Nậm Nèn Youth Union, shared: “By participating, I’ve seen firsthand the challenges people face when accessing online public services. We not only assist them in navigating and learning the steps so they can do it independently next time, but also act as a bridge connecting them to the government, building trust in new policies and guidelines from the Party and State.”

At Pa Ham commune, three youth volunteer teams were established with specific tasks: Team 1 supports civil servants and residents in performing online public services at the administrative service center; team 2, located at the junction between the Party and Government offices, guides people to the correct new locations for procedures after the administrative merger; team 3 is stationed in hallways and administrative areas to direct residents to the right departments, minimizing delays and ensuring order and efficiency.

Phạm Thế Kiên, Vice Chairman of the People’s Committee of Nậm Nèn commune, noted: “There are many new tasks under the two-tier government model, and many civil servants are newly assigned from other areas. The participation of local youth is essential in bridging the gap between government and citizens, especially in helping residents connect with and use technology. Over the past days, they’ve proven highly effective in this role.”

Mùa Chiến Thắng further explained that, to ensure the effectiveness of these teams, every member is carefully selected based on their digital knowledge. The volunteers receive basic training in technology use, public service platforms, and administrative tools so they can confidently assist citizens.

“So far, the volunteer teams have been deployed synchronously and received very positive feedback from localities. The youth are bringing their energy, intellect, and enthusiasm to fulfill the campaign’s mission. Once the administrative system is fully operational, these young volunteers will continue to be the backbone supporting both citizens and commune officials, ensuring fast and effective public service delivery,” emphasized Thắng.