People's satisfaction is the criterion for evaluating the effectiveness of administrative reform.

On the evening of March 22 in Hanoi, the Standing Committee of the Central Committee of the Vietnam Fatherland Front (VFF) coordinated with the Ministry of Home Affairs and the Vietnam Veterans Association to hold a conference to review the joint program to determine the satisfaction index of people and organizations with the services of state administrative agencies in 2015.

Comrades: Nguyen Thien Nhan, Politburo member, President of the Central Committee of the Vietnam Fatherland Front; Le Vinh Tan, Party Central Committee member, Deputy Minister of Home Affairs; Lieutenant General Nguyen Song Phi, Vice President of the Central Committee of the Vietnam Veterans Association attended the Conference.

President of Vietnam Fatherland Front Central Committee Nguyen Thien Nhan speaks

Land and construction services make people angry

After 1 year of coordination, the Ministry of Home Affairs, the Standing Committee of the Central Committee of the Vietnam Fatherland Front and the Central Committee of the Vietnam Veterans Association have organized monitoring and survey delegations in all 10 provinces and cities. The results of the 2015 Satisfaction Index on Administrative Services (SIPAS) for the surveyed services ranged from 74.4 - 89.5%. The coordination program on the implementation of determining the Satisfaction Index of people and organizations for the services of state administrative agencies has been fully implemented in all contents, in accordance with the correct method and achieved the set results and objectives. The enthusiastic participation of civil servants, cadres of the Vietnam Fatherland Front and the Veterans Association at the commune level in inviting and encouraging people to participate in the survey contributed to the success of the survey response rate of 78.53%.

Through a sociological survey, it is shown that people have a good assessment of the results of administrative procedure settlement. Specifically, the procedure for granting identity cards reached 72.9%; the procedure for granting land use right certificates reached 63.1%; the procedure for granting house construction permits reached 69.9%; the procedure for authentication reached 70.4%; the procedure for marriage reached 79.9%; the procedure for granting birth certificates reached 77.8%. Notably, people highly appreciated the professional quality of civil servants, but were not satisfied with the professional ethics and the enthusiastic and thoughtful service of civil servants.

According to Deputy Minister of Home Affairs Nguyen Trong Thua, land and construction services make people most frustrated and dissatisfied. Of these, Da Nang is the city with the highest satisfaction and very satisfaction index, and Hung Yen has the lowest index in these two areas.

However, Lieutenant General Nguyen Song Phi, Vice President of the Central Committee of the Vietnam Veterans Association, admitted that due to the short time of organizing the sociological survey (14 days) and the large scale of the survey, the inspection and supervision by the Central agencies were not adequate. In some places, the work of propagating and mobilizing people to participate in sociological surveys has not been focused on, and this is a factor that contributes to the situation where there are still people who do not understand the purpose and requirements of the survey, do not actively participate in the survey, do not have the right components, and when answering the questionnaire, the quality is not high...

Deputy Minister of Home Affairs Nguyen Trong Thua said that land and construction services make people most frustrated and dissatisfied.

To reform the administration, we must know how satisfied the people are.

Regarding the 2016 tasks, agencies focus on implementing the project to amend and supplement the satisfaction measurement method to suit reality.

Speaking at the Conference, Chairman of the Central Committee of the Vietnam Fatherland Front Nguyen Thien Nhan emphasized that this is a very meaningful work, stating in a fair and scientific manner what Vietnamese people are satisfied with and what they are not satisfied with the services of state administrative agencies. We are determined to do well in this survey to contribute to promoting administrative reform, promoting service quality and providing public services. Based on the achieved results, it can be replicated in all 63 provinces and cities.

According to the Chairman of the Central Committee of the Vietnam Fatherland Front, in 2016, the Government clearly stated that people's satisfaction is the criterion to evaluate the effectiveness of administrative reform. To reform administration, administrative agencies must know the level of people's satisfaction, considering it as the principle for operating the administrative apparatus. In order for the administrative apparatus to move towards forecasting the situation rather than just handling the situation, it is necessary to promote the collection of people's opinions through the application of information technology.

From the results of this survey, in 2016, the Vietnam Fatherland Front, the Vietnam Veterans Association, and the Ministry of Home Affairs continued to develop a joint program to determine the Satisfaction Index of people and organizations with the services of state administrative agencies in the period of 2017 - 2020, in coordination with the Viettel Military Telecommunications Group to support information technology to have a suitable survey toolkit. Accordingly, the 4 parties will coordinate to research and propose a survey toolkit, consult and ask for opinions from people and businesses via the electronic network system in a convenient and effective manner; increase the group of services to assess the satisfaction index for people and businesses, focusing on the group of services that people and businesses are interested in.../.

According to the Communist Party of Vietnam