Digital transformation helps increase PAR Index, PCI, and PAPI

Provincial Party Committee member, Vice Chairman of the Provincial People's Committee Pham Tan Hoa (right cover) surveys the Hiep Hoa Commune Public Administration Service Center

Building modern administration from digital transformation

With shared data platforms, smart operation centers and online public service portals, digital transformation is no longer a slogan but is becoming a real engine pulling up PAR Index, PCI, and PAPI. In 2024, Tay Ninh province (before merger) and Long An (before merger) both recorded significant progress.

Tay Ninh (before merger) closed 2024 with outstanding achievements. PAPI broke through to rank 2nd out of 63 provinces and cities nationwide with 47.35/80 points, the highest level ever, demonstrating the quality of local governance and public service provision recognized by the people. Regarding the PAR Index, Tay Ninh scored 88.4 points, ranking 32/63 provinces and cities nationwide, up 13 places compared to 2023, an important step in the administrative reform axis. This is the result of drastic direction in applying information technology, digitizing records and synchronously deploying online public services.

Long An (before the merger), PAR Index reached 89.68%, ranked 16/63 provinces and cities nationwide and leading the Mekong Delta, showing determination to simplify procedures and shorten processes. As for PAPI, the province scored 42.28/80 points, ranked 45/63 provinces and cities nationwide.

Not only strongly improving the PAR Index and PAPI, but digital transformation also created momentum to improve the province's PCI. Regarding PCI, in 2024, Tay Ninh (before the merger) achieved 68.78 points, ranked 20/63 provinces and cities nationwide and in particular, Long An (before the merger) created a "high acceleration" with PCI 72.64 points, ranked 3/63 provinces and cities nationwide, reflecting a favorable investment and business environment, transparent legal system, and reduced unofficial costs.

Recently, Long An (before the merger) implemented digitalization, operated the source information system, and enhanced data connectivity. The Provincial People's Committee signed digitalization cooperation agreements with large technology corporations, creating "digital logistics" for investment, land, construction, and business registration procedures, helping PCI to rise in rank and PAR Index to lead the region. The province's maintenance of hotlines and online feedback channels has contributed to shortening the gap between the government and businesses, building a more transparent and open investment environment.

In Long An (before the merger), the Intelligent Operation Center (IOC) has been operating for more than 2 years and has proven its role as a dashboard for data consolidation, helping to receive and process feedback and recommendations from people and businesses faster and more accurately; digital interaction channels operate smoothly, shortening the gap between government and citizens.

With the top 3 in PCI of Long An (before the merger) and the top 2 in PAPI of Tay Ninh (before the merger), the new province has the conditions to break through, creating a new driving force to accelerate core indicators in the period 2025 - 2030, which is the foundation for Tay Ninh to improve PAR Index, PCI, PAPI.

Deputy Director of the Department of Home Affairs Tran Hai Tuan said, “Innovation is not simply about applying information technology; it is about changing the way of working, putting people and businesses at the center of service. This is the key factor that has helped Tay Ninh strongly improve the PAR Index, PCI, and PAPI in recent times, while creating a foundation for sustainable development in the coming years.”

Enhancing trust, promoting socio-economic development

People scan QR codes to look up administrative procedures at the Long Chu Commune Public Administration Service Center (Photo: PHUONG VY)

In an effort to improve the efficiency of public administration, along with the PAR Index and PCI, the province has paid special attention to improving PAPI. This is a survey tool that reflects people's satisfaction with the quality of administration, public service provision and service of local authorities. In other words, PAPI is the direct voice of the people, a measure of prestige and trust in the government apparatus.

In Long Chu commune - a border commune of the province, the application of information technology and digital transformation in handling administrative procedures has brought about remarkable results. When people come to the commune People's Committee headquarters, they can easily look up the publicly listed set of administrative procedures; many procedures also have QR codes integrated for quick lookup using smartphones. Thanks to that, all necessary procedures, components of documents or forms are clearly displayed, avoiding the need to go back and forth many times.

From July 1 to September 10, 2025, Long Chu commune received 1,599 documents, of which 996 were submitted online. This number not only shows a clear change in people's habits but also affirms that online public services have truly entered life. At the same time, in September 2025, Long Chu commune also deployed a plan to implement the task of improving PAPI in 2025, assigning specific tasks to each department, office, and unit, demonstrating close attention to this index right from the grassroots level.

A noteworthy point is that along with the digital transformation, the team of cadres and civil servants at the "one-stop" department are always enthusiastic to welcome and guide people. The time to process procedures has also been significantly shortened thanks to the application of management software. It is the combination of technology and service attitude that creates satisfaction, which is an important criterion in PAPI assessment.

Deputy Director of the Long Chu Commune Public Administration Service Center Pham Van Thanh said: Although the PAPI survey is compiled at the provincial level, the actual experience of the people mainly takes place at the commune level, from handling administrative procedures, contacting officials to enjoying basic public services. Therefore, high or low PAPI results directly reflect the quality of service at the commune level.

According to Mr. Thanh, PAPI is related to many specific contents that Long Chu commune is particularly focusing on. First of all, it is publicity and transparency: administrative procedures, planning, land use plans, commune budget revenues and expenditures are all fully listed, creating conditions for people to easily monitor and supervise. In addition, there is accountability: commune leaders regularly organize meetings with people, respond to petitions and letters, and promptly handle people's suggestions.

Mr. Thanh also emphasized that the commune's cadres and civil servants are thoroughly imbued with a dedicated service attitude, prevent causing trouble and incurring additional costs outside of regulations. Along with that is the provision of basic public services, especially in areas such as education, primary health care, or administrative document issuance.

In addition, Long Chu commune also focuses on e-governance and digital transformation, helping people to quickly complete procedures at home. Connecting with the national population database also helps reduce paperwork and save time for people. The commune also promotes the role of the community digital technology team, creating conditions for people to participate, monitor, and contribute to government activities.

People's practical experience shows that these reforms have created positive changes. Mr. Nguyen Quang Thai—a resident of Long Chu commune, currently living in Thu Dau Mot ward, Ho Chi Minh City—shared, "When I returned to my locality to do paperwork, I found that the procedures were processed quickly and neatly, and the staff gave enthusiastic and convenient instructions."

People's satisfaction does not only stop at specific administrative procedures but also extends to trust in the grassroots government apparatus. This is a solid foundation for Tay Ninh to continue to maintain high rankings in the indicators while promoting sustainable socio-economic development, including in the border areas./.

By Staffs - Translated by Q. Thien

Source: https://baolongan.vn/chuyen-doi-so-gop-phan-thuc-day-par-index-pci-papi-cua-tinh-a203990.html