Nghe An State Treasury:Promote administrative reform to improve customer service quality
With the goal of "Customer satisfaction is a measure of the performance of individuals and units", the State Treasury of Nghe An has continuously promoted administrative reform (AR), modernized professional activities to improve the quality of customer service.
In recent years, Nghe An State Treasury has synchronously and effectively implemented administrative reform work in all fields in the direction of streamlining, effectiveness, safety and efficiency, in order to well implement the State Treasury Development Strategy to 2030: "Building a streamlined State Treasury, operating effectively and efficiently; synchronously innovating mechanisms, policies, and professional processes for managing state budget funds and state treasury; improving the efficiency of capital mobilization for the state budget; performing well the function of state general accounting; perfecting the organizational apparatus associated with enhancing the application of modern information technology platforms, with connections and interconnections with other database systems of the finance sector, national databases, best serving people, businesses, state agencies, contributing to building a safe and sustainable national financial system".
Accordingly, along with the Finance sector and the State Treasury system in general, Nghe An State Treasury has made efforts to comprehensively and positively change all areas of operation from mechanisms and business processes to reforming and arranging the organizational apparatus to suit the requirements of tasks in the new situation; the work of implementing, inspecting and supervising the implementation of the State budget revenue and expenditure tasks. Comrade Nguyen Van Khanh - Head of the State Accounting Department said: "Recently, the unit has promoted the application of information technology, successfully deployed interconnected applications in operations such as online public services - TABMIS-TTSPĐT- TTLKB, the program to control investment capital payment through the State Treasury (ĐTKB-GD)... The deployment of interconnected applications has helped reduce the work pressure for expenditure control officials; at the same time, ensuring that expenditure control officials have the conditions and time to check expenditures closely and completely, avoiding risks, especially at the end of the year when the number of documents and records increases dramatically, without worrying about being overloaded like before. It can be seen that the deployment of the interconnected application process has helped Nghe An State Treasury quickly serve the people and budget spending units".
A highlight in administrative reform work is the widespread implementation of the automatic payment process for Internet phone, electricity, and water bills according to the authorization documents of the budget-using unit, which has been implemented to 100% of budget-using units in the area. For budget-using units, budget-using units do not have to send monthly payment requests for electricity and telecommunications expenses. The State Treasury automatically pays according to the unit's authorization, thereby reducing social costs and contributing to administrative procedure reform. For the State Treasury, it has reduced processing time and workload for treasury officials.
Regularly coordinate and provide timely and accurate data on revenue and expenditure of the local budget, helping leaders at all levels have sufficient information to serve the direction and administration of economic and social development.
Nghe An State Treasury is a pioneer in implementing the operational processes of the State Treasury system; Publicly organizing, updating, and promptly posting administrative procedures in the field of State Treasury that have been amended, supplemented, and newly issued; strengthening guidance, explanation, and provision of information on administrative procedures for individuals and organizations transacting with the State Treasury to ensure smooth implementation of administrative procedures.
Effectively maintain the 3-no model“No delays, no hassles, no requests for additional documents more than once.”During the implementation process, Nghe An State Treasury always thoroughly grasps the sense of responsibility, discipline, and order in performing duties for each civil servant, inspects and supervises civil servants in complying with working regulations, receiving the correct components and quantity of documents as prescribed to be sent to the State Treasury; strictly complying with regulations on sending methods and time for processing documents according to the responsibilities and powers of the State Treasury; State budget expenditures must require additional documents to be fully instructed right from the first return; Absolutely do not cause trouble or harassment to customers when making payment procedures at the State Treasury; Do not let any payment documents remain at the State Treasury without clear reasons; Cases of documents that are overdue for processing or rejected many times must have specific explanations to determine the cause and remedial measures...
Along with that, the working style and attitude of the civil servants are increasingly renewed in the spirit of "serving the people". Each cadre and civil servant has proactively promoted the sense of responsibility, regularly studied and cultivated knowledge to improve professional qualifications; was gentle, friendly, and proper in communicating with customers, creating comfort and trust for customers when coming to transact, contributing to enhancing the position of Nghe An State Treasury. Mobilize, propagate, and guide budget-using units to install risk warning applications on mobile devices to facilitate customers in querying account balance fluctuations in a timely and accurate manner; deploy risk warning applications in controlling State budget expenditures to contribute to preventing and limiting risks and losses for State budget-using units... At the same time, Nghe An State Treasury always proactively receives comments and feedback, promptly resolves 100% of support requests for units, promptly removes difficulties and obstacles, and creates favorable conditions for units to operate quickly during transactions.
Nghe An State Treasury always seriously carries out internal self-inspection; promotes and expands remote monitoring of State Treasury operations to proactively detect, prevent, and warn of existing problems, errors, and risks at units. Remote monitoring in the past has helped Nghe An State Treasury promptly detect existing problems, errors, and violations in all aspects of operations for inspection, verification, and reporting to State Treasury leaders at all levels for consideration and resolution. In addition, it creates conditions for remote monitoring subjects to explain and explain related to existing problems, errors, and violations.
With efforts in administrative reform, in 2023, Nghe An State Treasury ranked second in the PAR INDEX for monitoring and evaluating administrative reform results of vertical agencies in the province and was assessed with a satisfaction rate of 97.06%, ranked in the Top 10 State Treasuries nationwide in terms of satisfaction of units, organizations and individuals through the survey results, assessing the satisfaction level organized by the State Treasury for budget spending units in the province for Nghe An State Treasury at the Online Public Service Portal.
Mr. Ong Vinh Duc - Deputy Director of Nghe An State Treasury
In the coming time, Nghe An State Treasury will continue to promote administrative reform, strengthen management, tighten discipline and order in performing public duties; strictly implement regulations on ethical standards and communication culture of officials and civil servants. At the same time, continue to be receptive and listen to feedback from units and customers... to both proactively control and prevent risks in operations and improve the quality of customer service in payment transactions. Moving towards the goal of building a modern, streamlined State Treasury, operating effectively and efficiently, contributing to building a service-oriented administration, perfecting the electronic State Treasury, towards forming a "Digital Treasury"./.
