Receiving citizens and 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 an area 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 Citizen Reception Committee of Hung Nguyen district said that the above reality accounts for about 90% of the rate of complaints, denunciations, petitions 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 determined to be 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, good qualities, a sense of responsibility for 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 frustration among the people, limiting the emergence of petitions and petitions beyond the level.

In practice, many problems arise due to petitions arising because people do not understand and grasp the provisions of the law in a timely manner and believe that the State agencies have 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 that it is the responsibility of the commune-level government, then the commune level must organize a satisfactory mediation, at the same time, explain and guide citizens to clearly understand the provisions of the law, so that the wishes and desires of the people are promptly resolved, avoiding the ineffective sending 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 complaints, denunciations, petitions and proposals from citizens, 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 built a process for receiving citizens and a process for handling petitions according to ISO 9001:2015 standards. Every year, the schedule and location for receiving citizens of the Chairman of the District People's Committee are publicized 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 will issue a document assigning work to the district-level agencies, professional agencies and relevant facilities to inspect, review and report the implementation results, and propose solutions to resolve difficulties and problems. In case a solution cannot be agreed upon, the Chairman of the District People's Committee will preside over the work to clarify.

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

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

Participants in the regular citizen reception 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 session and the plan and time limit 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 Chairman of the District People's Committee, 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 by the Chairman of the District People's Committee urging them to resolve or criticize them 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 of 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 the 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, stuck, 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 settlement of petitions, being reminded and criticized by the district, then in 2024, the town had no slow settlement of petitions, the quality of 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 complaints and denunciations of citizens, 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 of the Hung Nguyen district government in handling petitions is to comply with the law and ensure the rights of the people. If the officials and civil servants do not handle the petitions in accordance with the law, are slow in handling the 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 carrying out 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 settlement even though the government has resolved the matter in accordance with the provisions of 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 yet agreed on the relocation plan or compensation price... This has led to prolonged and complicated petitions, including many people in the past time in the area. This is an issue that the district government and local authorities in Hung Nguyen district continue to raise to find more effective solutions in the coming time.