Measuring citizen satisfaction with administrative services.
(Baonghean.vn) - Implementing a measure of citizen satisfaction to address shortcomings and improve the quality of administrative procedures, serving the people even better - this was the directive of Deputy Prime Minister Truong Hoa Binh, Head of the Government's Steering Committee for Administrative Reform, at the online conference to evaluate the measurement and determination of the satisfaction index of citizens and organizations with the services of state administrative agencies.
As of December 2016, four ministries and 32 localities had proactively implemented and published the results of measuring and determining the satisfaction index of citizens and organizations with the services of state administrative agencies.
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| The scene at the Nghệ An bridgehead. Photo: Thanh Lê. |
The satisfaction index regarding administrative services for the surveyed services over the past period ranged from approximately 74.4% to 87.2%.
On March 14th, under the chairmanship of Comrade Truong Hoa Binh - Member of the Political Bureau - Standing Deputy Prime Minister - Head of the Government's Steering Committee for Administrative Reform; the Central Committee of the Vietnam Fatherland Front, the Ministry of Interior, and the Vietnam Veterans Association held an online conference to evaluate the measurement and determination of the satisfaction index of citizens and organizations with the services of state administrative agencies. Comrade Nguyen Thien Nhan - Member of the Political Bureau - Chairman of the Central Committee of the Vietnam Fatherland Front, also attended. At the Nghe An location, Comrade Le Xuan Dai - Member of the Standing Committee of the Provincial Party Committee, Permanent Vice Chairman of the Provincial People's Committee - presided over the meeting. |
At the conference, delegates discussed, analyzed, and clarified the achievements, shortcomings, limitations, and difficulties faced by ministries, sectors, and localities in implementation, while also proposing recommendations and solutions for the unified, effective, and efficient measurement and determination of satisfaction indices in the future.
Concluding the conference, Standing Deputy Prime Minister Truong Hoa Binh emphasized that the index measuring the satisfaction of citizens and organizations with state administrative agencies in 2015 initially reflects the reality and quality of handling administrative procedures by state administrative agencies.
The Deputy Prime Minister suggested that in the coming period, the Ministry of Interior should closely coordinate with the Vietnam Fatherland Front Committee and the Vietnam Veterans Association to continue developing a program to determine the satisfaction index of citizens and organizations with the services of state administrative agencies in the period 2016 - 2020.
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| People conducting transactions at the one-stop service center in Quang Trung ward (Vinh City). Photo: Thanh Le. |
Regularly conducting surveys to measure the satisfaction of citizens and organizations with the services provided by national-level administrative agencies, as well as promoting the role of political and social organizations in monitoring and providing social feedback on these agencies, will enhance the objectivity of sociological survey results. This will help state administrative agencies identify appropriate and objective solutions to overcome weaknesses and improve the quality of administrative procedures, thereby better serving the people.
| The six administrative procedures selected for measuring citizen and organizational satisfaction are: Issuance of ID cards; Land use right certificates; Housing construction permits; Marriage registration and notarization. These are procedures closely related to the lives of citizens and organizations and are of great social concern. |
Thanh Le
