Hanoi, Vietnam - The Hanoi City Council has introduced new regulations for the operation and management of the iHanoi application, which serves as a platform for citizens to report issues and share their suggestions directly with local government authorities. Issued on March 3, 2025, these regulations aim to improve the transparency, efficiency, and responsiveness of municipal services.
According to the Hanoi authorities, the regulations specify, "The process for receiving, assigning, processing, and responding to complaints and suggestions on iHanoi needs to be specific, clear, consistent, objective, and truthful." This approach is intended to clarify how complaints are handled and to establish accountability within local government agencies, ensuring citizens receive timely responses to their concerns.
The complaints submitted through the iHanoi app are categorized by complexity and urgency. For example, issues classified as "complex" may involve multiple agencies or require specific legal processes, whereas "urgent" complaints pertain to emergencies such as natural disasters, criminal activities, or safety concerns. The new regulations mandate local agencies to acknowledge reports within eight working hours and to process urgent complaints within four hours of receipt.
More detailed comments, complaints about administrative procedures, and suggestions aimed at improving city management will be accepted through the app. To maintain the integrity of the reporting process, users are required to provide accurate personal information, including identification details and contact information. UBND Hà Nội emphasizes, "Individuals and organizations providing accurate and complete information will be recognized and rewarded according to regulations." This provision aims to encourage citizens to engage responsibly with the local government.
The response timelines are structured to facilitate rapid action. Urgent issues are to be handled within four working hours, indicating the city's commitment to addressing matters of public safety and well-being swiftly. For less urgent matters, responses must be provided within seven days, and for issues of greater complexity, resolution is required within fifteen days. The local government intends to publicly disclose the results of actions taken on the iHanoi app to assure transparency.
On the other hand, accountability is also clearly established for misinformation. The regulations stipulate penalties for individuals who provide false information, exploit the reporting system for personal gain, or disturb public order online. Officials who demonstrate negligence or fail to meet specified response times may be subject to reprimands or other disciplinary actions.
The initiative aims to bridge the gap between government operations and citizen engagement, fostering trust and collaboration. The app integrates modern technology solutions to facilitate quicker engagement with local authorities, offering features aimed at making it user-friendly to promote usage.
Local authorities are called upon to regularly monitor and evaluate the effectiveness of the app and the regulations governing it. This includes ensuring the security and safety of personal information collected through the application, which the City Police Department will oversee alongside the Metropolitan Administrative Service Center.
The iHanoi app not only serves as a communication tool but also stands as part of the larger strategic push by Hanoi authorities to leverage technology for enhancing civic engagement. By simplifying the feedback process and ensuring rapid response times, the city hopes to create a more responsive and responsible governance model.
For citizens, the ease of accessing local government via the iHanoi app is seen as revolutionary. It transforms how they interact with authorities, making it simpler to report concerns or suggest improvements. Hanoi is hopeful this will lead to higher satisfaction among residents as they see their issues being addressed effectively and transparently.
Overall, the new regulations for the iHanoi application mark a significant development for Hanoi's governance framework, providing clearer avenues for citizen engagement, improving accountability, and ensuring productive communication between residents and local authorities. With these changes, Hanoi positions itself as a forward-looking city, utilizing technology to empower its citizens and uphold the standards of effective governance.