When local government comes to the people’s doorstep

The implementation of the two-tier local government model is a major policy initiative, marking an important shift in Vietnam's approach to national governance toward a system that is leaner, more effective, more efficient and closer to the people.

During the initial phase, many localities inevitably faced concerns, pressure and challenges as they adapted to unprecedented changes. However, nearly a year after implementation, practical experience has recorded clear and positive progress in administrative reform, decentralization, delegation of authority and the quality of public services.

Based on these developments, VietNamNet presents the series "Looking Back on One Year of Two-Tier Local Government," documenting changes at the grassroots level, achievements to date, remaining challenges and expectations for a modern governance model that serves citizens more effectively.

Public administration knocking on every door

In October 2025, the Public Administrative Service Center of Thuc Phan Ward in Cao Bang Province received an unusual application: a request to re-register the marriage of Doan Thi Dien and Nguyen Van Ven. The couple had married in 1986, but their archived records had been lost, making them ineligible to receive an official extract under existing regulations.

While the family urgently needed the documents to complete land-related procedures, Mr. Ven had suffered a stroke and was unable to travel. Rather than requiring the family to make repeated trips to supplement documents, ward officials proactively visited his bedside, guided the family through the paperwork, conducted a mobile marriage registration process and delivered the results directly to their home.

Just one month later, a similar case involving Quach Thi Sin and Dang Hien Thanh was resolved entirely at home after the husband also suffered a stroke.

Cases that had never been covered by any administrative "script" opened the door to an entirely new way of serving citizens.

Most residents in the western communes of Cao Bang Province are ethnic minority people who face difficulties accessing online public services.

After one year under the two-tier local government model, Thuc Phan Ward has organized numerous mobile application sessions, helping hundreds of elderly residents complete procedures for retirement benefits. Officials have also provided home-based assistance for cases involving certified authorization signatures for benefit collection and worked with Cao Bang Post to support more than 300 elderly residents in certifying signatures for pension authorization.

Across Cao Bang Province, authorities have processed 173,353 administrative applications, with 156,888 completed on or ahead of schedule, representing a rate of 97.62%.

Such proactive service demonstrates how empowered grassroots governments are placing citizens at the center of public administration.

Meanwhile, in Lai Chau Province, where many areas still suffer from poor mobile coverage, dispersed populations and rugged terrain, local authorities have adopted practical solutions of their own.

On Lai Chau's Digital Literacy Portal, tens of thousands of visits are quietly transforming the daily habits of people living in highland communities. The online learning platform has attracted more than 21,000 registered participants and recorded over 126,000 online learning sessions.

The "Digital Literacy for All" movement has been implemented extensively, helping residents gradually acquire technological skills and independently access public services through digital platforms.

The combination of changing public awareness and government efforts has significantly improved service indicators across the province.

Today, 100% of the province's fully online public services are integrated into the National Public Service Portal. The digitization rate for administrative records exceeds 90%, while data reuse rates surpass 96%. Most notably, the satisfaction rate among citizens and businesses regarding administrative procedures has reached a perfect 100%.

At Thanh Nam Ward, the Public Administrative Service Center receives and processes nearly 1,200 applications each month. During the first five months of 2026 alone, the center handled more than 5,600 applications.

According to Dong Thi Nhung, Director of the Center, the ward has developed a QR-code system that enables residents to access information more easily and reduces processing times by around 30%.

Certification and civil status procedures are handled under the principle of "five services on-site," with applications accepted and resolved on the same day without appointment slips.

This efficiency helped Thanh Nam Ward achieve 95.59 out of 100 points, ranking first among the province's 129 wards and communes in the 2025 citizen and business service index.

The impact is equally measurable in Hien Khanh Commune, where administrative certification procedures now take only around 15 minutes, according to resident Ngo Van Hien.

Since July 1, 2025, the commune has received 5,189 applications, nearly all submitted online, with an on-time completion rate of 99.8%.

Efficient administrative procedures have become a foundation for creating new development opportunities. The removal of one administrative layer has enabled economic policies to move from planning to implementation much faster.

In Phu Tho Province, following the merger of Phu Tho, Vinh Phuc and Hoa Binh, the management structure changed dramatically. The number of commune-level administrative units was reduced from 479 to 148 wards and communes.

Thanh Ba Commune illustrates this transformation. Formed through the merger of four administrative units - Hanh Cu, Van Linh, Dong Xuan and Thanh Ba Township - it now serves approximately 31,000 residents across 49 residential areas.

According to Nguyen Kim Chi, Secretary of the Commune Party Committee, despite the expanded territory, the administration quickly stabilized operations and ensured uninterrupted services for citizens and businesses.

The smooth functioning of the province's 148 grassroots administrative units contributed to encouraging macroeconomic results. In 2025, Phu Tho recorded economic growth of 10.52%.

When governance becomes leaner and resources are concentrated, economic life at the grassroots level can improve rapidly.

Back in Hien Khanh Commune, state budget revenue during the first six months of 2026 was estimated at VND338 billion (USD13 million).

The locality successfully auctioned 170 land-use lots, generating more than VND246 billion (USD9.4 million) for reinvestment in infrastructure.

Agricultural production remained stable, with 1,662 hectares cultivated during the spring crop season and estimated yields reaching 5.58 tonnes per hectare.

Revenue generated through growth has been reinvested into community development. Five kilometers of roads connecting residential areas have been equipped with lighting funded through social contributions, while four community spaces have been renovated and upgraded.

The operation of the two-tier local government model has also brought significant pressure.

As administrative territories expand, bottlenecks related to infrastructure, technology and staffing increasingly fall on commune-level authorities.

Hoa Binh Ward in Phu Tho Province employs 131 officials and civil servants, yet still faces a shortage of around 10 personnel in key areas such as construction management, land administration and urban order.

Nguyen Duc Dung, Secretary of the Ward Party Committee, acknowledged that many land administration officers work between 12 and 14 hours a day to maintain progress.

A similar situation exists in the border commune of Pa Tan in Lai Chau Province. The Culture and Social Affairs Division has only six specialists but must manage a heavy workload, leaving officials with less time to visit villages and communities.

Lai Chau authorities acknowledge that many communes face shortages of personnel in specialized fields including information technology, land management, construction and finance-accounting.

In Nam Vac 1 Village, located 25 kilometers from the center of Pa Tan Commune, 96 households with more than 500 residents still rely on muddy dirt roads during the rainy season because concrete roads have yet to be built.

According to village Party Secretary Thao A Xa, middle-aged and elderly residents are often unable to complete procedures independently in digital environments. As a result, commune officials frequently have to operate systems and complete electronic applications on behalf of citizens.

Across Lai Chau Province, 69 villages and hamlets still lack mobile coverage entirely or experience severe signal gaps.

In Cao Bang, communes in western areas such as Tam Kim, Yen Tho, Bao Lam and Nam Quang are home largely to ethnic minority populations. Many residents do not own smartphones, are unfamiliar with VNeID and, in some cases, do not speak Vietnamese fluently, creating substantial barriers to accessing online public services.

Administrative processing is also complicated by the requirement for commune-level officials to operate multiple information systems simultaneously, including those managed by ministries, sectors and provincial authorities.

Infrastructure presents another challenge. Of Cao Bang's 56 wards and communes, 34 continue to operate from facilities scattered across former administrative units, creating long travel distances.

Among the 22 wards and communes with centralized offices, seven still fail to meet required space standards: Coc Pang, Nam Quang, Ha Quang, Lung Nam, Quang Han, Xuan Truong and Doai Duong.

Faced with these challenges, local authorities are pursuing long-term solutions.

Hoa Binh Ward has strengthened task allocation and accountability while expanding the use of information technology.

In Cao Bang, the Department of Science and Technology is accelerating efforts to connect the province's administrative processing system with population and electronic civil status databases.

The province has also deployed 288 5G base stations in urban centers, residential areas and wards and communes.

To improve the capacity of grassroots officials, Lai Chau has organized 79 training programs for 11,710 civil servants, public employees and government officials since July 1, 2025.

The two-tier local government model has already demonstrated its effectiveness by reducing administrative layers and delivering public services and governance policies directly to citizens.

Challenges related to workload, technological infrastructure and staffing are being proactively addressed through professional training, personnel rotation and investment in digital technology.

The process of refining the administrative system will continue to evolve based on practical needs, ensuring that grassroots governments possess the capacity required to fulfill their responsibilities while sustaining long-term economic growth.