5 criteria to measure people's satisfaction with administrative agencies

Every year, the Ministry of Home Affairs will measure and publish the national satisfaction index.

The Ministry of Home Affairs has just approved a project to measure people's and organizations' satisfaction with the services of state administrative agencies in the 2017-2020 period.

The project proposes five basic elementsMeasuring citizen satisfaction is first and foremost aboutaccess to public administrative services of state administrative agencies, such as waiting areas at the agency, equipment serving people...

The next factor is administrative procedures, with the following requirements: Are the components of the application file fully and accurately disclosed and the processing time in accordance with regulations?

The remaining factors include:Civil servants handle work (politely, know how to listen, enthusiastically, thoughtfully); results of providing public administrative services and receiving and resolving comments, feedback, and recommendations...

People come to do real estate procedures in District 1 - the leading place in administrative reform. Photo: Tuyet Nguyen.

Every year, the Ministry of Home Affairs will measure and publish the satisfaction index of people and organizations with the services of national-scale state administrative agencies.

Based on the index results, the Ministry proposes to competent authorities solutions to overcome shortcomings and limitations; improve service quality; and gradually increase the satisfaction of people and organizations.

Previously in 2015 and 2016, the MinistryThe interior has been carried outmeasure and evaluate people's satisfaction with the settlement6 administrative procedures: Level gIdentity card, land use right certificate, house construction permit, marriage certificate, birth certificate and certification at the commune ward.

Measurement results show that the quality index of 6 administrative procedures is in the range of 40-70%; satisfaction indexes are in the range of 70-90%. However, this is new.implemented in 4 ministries and 32 localitiesTherefore, with the above project, the work of measuring people's satisfaction is expanded nationwide.

According to VNE