Receiving citizens, processing applications according to ISO 9001:2015 standards in Hung Nguyen

Promoting the role of citizen reception committee

Hung Nguyen District is a locality with many national and provincial key projects being implemented, typically the VSIP Nghe An Project, the North-South Expressway with a large area of ​​recovered land and scope of influence on many communes and towns. Along with that, the locality is also in a drastic period, focusing on implementing many projects and investment works to build transport infrastructure, irrigation, cultural facilities, etc., to bring the district to new rural standards.

On the other hand, the work of granting Land Use Right Certificates has encountered difficulties and obstacles; many complicated issues related to land... Comrade Le Thuy Hanh - Head of the Citizen Reception Committee of Hung Nguyen district said that the above reality accounts for about 90% of the rate of complaints, denunciations, recommendations and proposals in Hung Nguyen district in recent times.

From that reality, the work of receiving people and handling petitions has been highly focused by the People's Committee of Hung Nguyen district, assigning specific responsibilities to each level, agency, unit and individual; in which, the focal agency for receiving, handling and resolving petitions, recommendations, complaints and denunciations is the District Citizen Reception Committee.

Therefore, from the beginning, the district has focused on selecting people who have a deep understanding of the Party's policies and the State's laws, have good ethics and qualities, a sense of responsibility for their work, and are dedicated to serving the people; at the same time, strictly implement the regular citizen reception regime according to regulations. This is a very important team of consultants and "gatekeepers", contributing to reducing public frustration and limiting the emergence of petitions and petitions that go beyond the level.

In practice, many problems arise due to petitions arising because people do not understand and promptly grasp the provisions of the law and think that the State agency has done wrong, affecting their rights. However, when the officers of the District Citizen Reception Committee study, explain and give specific instructions according to the provisions of the law, people understand and do not send petitions.

Or there are issues such as land disputes, disputes over common paths at the commune level that are not explained, and the mediation organization according to regulations forces people to "file a petition" to the district. When going to the district, the citizen reception committee studies the content of the petition, clarifies the authority to resolve, if it is found to be the responsibility of the commune-level government, then the commune level is required to organize a satisfactory mediation, at the same time, explain and guide citizens to clearly understand the provisions of the law, so that people's wishes and desires are promptly resolved, avoiding ineffective submission of petitions to the wrong address.

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The citizen reception department is a very important advisory and "gatekeeper" team, contributing to reducing public frustration and limiting the number of petitions and petitions that go beyond the level.

In addition to strictly maintaining the regular citizen reception regime, through receiving citizens' registrations with the Chairman of the District People's Committee and receiving citizens' complaints, denunciations, petitions and proposals, the District People's Reception Committee has researched, classified and correctly determined the authority and responsibility of district-level professional agencies and commune-level units to advise the Chairman of the District People's Committee to issue documents assigning work to relevant units and individuals to resolve according to their authority.

Comrade Le Thuy Hanh - Head of the Citizen Reception Committee of Hung Nguyen district said: Accurately advising on the authority to resolve will improve the quality and shorten the resolution time of the units when avoiding the transfer, re-transfer or shirking of responsibility. The Citizen Reception Committee is also the focal point to monitor the progress and quality of resolution to urge the units, at the same time, directly advise the Chairman of the District People's Committee to propose the next solutions to ensure the work of receiving citizens and resolving petitions is carried out effectively.

Responsibility of leaders at all levels

In Hung Nguyen district, the citizen reception regime of the Chairman of the District and Commune People's Committees is strictly implemented according to regulations, at the same time, citizen reception is increased when unexpected work arises under the authority of leaders at all levels. Specifically, the citizen reception work of the Chairman of the District People's Committee is maintained twice a month and periodic contacts are increased, with a total of 101 citizen reception sessions in 3 years (2022 - 2024); at the same time, the citizen reception committee is directed to organize regular citizen reception at the headquarters with 223 sessions; a total of 594 citizen visits.

Comrade Le Pham Hung - Deputy Secretary of the District Party Committee, Chairman of the District People's Committee said: The District People's Committee has developed a citizen reception process and a petition processing process according to ISO 9001:2015 standards. Every year, the schedule and location for citizen reception by the Chairman of the District People's Committee is publicly announced on the district's electronic information page and on the monthly work schedule of the District Party Committee and the weekly work schedule of the District People's Committee.

Based on the citizen's registration content, the head of the district government shall issue a document assigning work to relevant district-level agencies, professional agencies and facilities to inspect, review and report on the implementation results, and propose solutions to difficulties and problems. In case a solution cannot be agreed upon, the Chairman of the District People's Committee shall preside over the work to clarify the matter.

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To ensure the effectiveness of citizen reception and petition handling; the District People's Committee has developed and implemented a citizen reception and petition handling process according to ISO 9001:2015 standards; and attached serious competitive evaluation to this work.

Comrade Le Pham Hung - Deputy Secretary of District Party Committee, Chairman of People's Committee of Hung Nguyen district

Participants in regular citizen receptions include leaders of specialized agencies, relevant district-level units, chairmen, civil servants of communes and towns - where petitions and letters originate - and citizens to "sit together" to clarify the nature of the problem, the cause, and responsibilities between the parties "with one voice" at the citizen reception and the plan and deadline for resolution.

The process and results of the settlement are assigned to the District Citizen Reception Committee to monitor, urge, and promptly report to the head of the government for further direction. The district also assigns the District Inspectorate and the District Internal Affairs Department to monitor the progress of resolving each case based on the document assigning the settlement to each unit of the District People's Committee Chairman, and include it in the annual emulation and classification criteria. The district will not evaluate the excellent completion of tasks for units that have been issued a second document urging the settlement by the District People's Committee Chairman or criticize when the second deadline has passed.

Similarly, in handling complaints, denunciations, recommendations, reflections and proposals from citizens, Hung Nguyen district promotes the responsibility of heads of district-level agencies and units and People's Committees of communes and towns in advising and proposing the most optimal solutions, ensuring harmony between the interests of the State and citizens.

The district focuses on verifying the facts at the grassroots level; not only verifying complaints and denunciations according to the provisions of law, but also in cases where the law does not stipulate the establishment of a verification team, the district still issues a decision to establish a verification team for complaints reflecting on complex, sensitive areas, or showing signs of violations in State management by officials and civil servants at all levels.

Along with that, the district and the grassroots have increased dialogue and confrontation activities between relevant parties to find a common voice in resolving them. For complicated and prolonged cases and petitions, the Chairman of the District People's Committee continues to convene working sessions to promote the collective's intelligence and responsibility to find solutions. In the past 3 years, the Chairman of the Hung Nguyen District People's Committee has organized nearly 30 working sessions to discuss solutions for some difficult, complicated, prolonged and complicated petitions.

Hung Nguyen district also regularly urges and assigns responsibility to leaders in the work of receiving citizens and handling petitions of the district. Comrade Cao Xuan Binh - Deputy Secretary of the Party Committee, Chairman of the People's Committee of Hung Nguyen town said: The responsibility, active support and companionship of the district-level departments, offices and units have helped the grassroots innovate and improve the quality of receiving citizens and handling petitions, ensuring compliance with the prescribed procedures and time. If in previous years there was still a situation of slow handling of petitions, being reminded and criticized by the district, then in 2024, the town had no slow-handling petitions, the quality of the written responses to petitions was consistent with the content and nature of the case.

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The rate of petitions resolved annually in Hung Nguyen reaches 85-92%.

Through the results of receiving citizens, resolving citizens' complaints and denunciations, in addition to strengthening State management in all fields and resolving difficulties and problems arising from the grassroots, especially the interests of the people, it has contributed to strengthening people's trust in the Party Committee and the government.

The viewpoint in handling petitions of Hung Nguyen district government is to comply with legal regulations and ensure the rights of the people. If the officials and civil servants do not handle the petitions in accordance with regulations, are slow in handling documents and procedures, affecting the rights of the people, then during the handling process, the government always stands on the people's rights and handles the responsibilities of the officials and civil servants, if there is economic damage, compensation must be made.

Despite great efforts, in reality, there are still cases where citizens do not share the difficulties of the government in performing certain tasks that are not prescribed by law, thus not satisfying the legitimate wishes of the people; or some citizens do not accept the results of the government's resolution even though the government has resolved the issue in accordance with the law.

Some problems left by history, especially in the issue of granting Land Use Right Certificates related to determining land origin, proving financial obligations and compensation for site clearance for investment projects, some citizens have not agreed on the relocation plan or compensation price... This has led to prolonged and complicated petitions, including many people in the past in the area. This is an issue that the district government and local authorities in Hung Nguyen district continue to raise concerns about in order to find more effective solutions in the future.