Vinh City distributes survey forms on people's satisfaction with administrative procedures

10 questions for people and businesses

Since 2018, Vinh City has developed a plan to synchronously measure the satisfaction level of people and organizations with affiliated units to promote administrative reform.

According to the leader of the Department of Internal Affairs, Vinh City People's Committee, the requirements during the survey process are to ensure objectivity, honesty and effectiveness; ensure feasibility, simplicity, ease of application and low cost.

The survey elements, criteria and contents are suitable for administrative services, ensuring scientificity and close logic between quality assessment and satisfaction level of people and organizations.

In particular, sociological survey questions are determined to be suitable for the evaluation criteria system, easy to understand, easy to answer, and suitable for the intellectual level of the people.

Officials of Ha Huy Tap ward, Vinh city handle administrative procedures for people at the one-stop shop. Photo: Thanh Duy

Based on that request, Vinh City People's Committee issued a survey form with 10 questions for comprehensive assessment based on 4 main contents: Information search and service access (1 question); Administrative procedures (3 questions); Civil servants handling work (2 questions); File handling results (2 questions) and general assessment (2 questions).

A total of 10 questions were used to survey the opinions of people coming to transact at the Reception and Result Delivery Department with contents such as: facilities, service equipment (tables, chairs, drinking water, fans, etc.), the level of transparency of administrative procedures, administrative procedures to process documents, the attitude of civil servants when communicating, and the level of work proficiency of civil servants at the one-stop department.

The survey also collects people's opinions on the time it takes to process documents and whether people have to pay any additional fees other than the prescribed fees, as well as assess their level of satisfaction with the document processing process... Corresponding to the questions, the survey form will have answer options for the survey respondents to evaluate.

Self-survey and independent survey

To ensure objectivity and accuracy, Vinh City conducts surveys using two methods: self-survey and independent survey.

Accordingly, the Reception and Result Delivery Department of the city and wards and communes will conduct a self-survey of people and organizations that have completed transactions to resolve administrative procedures under the authority of the agency or unit.

The survey was conducted through the following forms: Sending survey forms by post to people and organizations that have performed administrative procedure settlement transactions through postal transactions.

Or the survey form is attached to the receipt of the application and appointment to return the results sent to the citizen; the civil servant of the one-stop department when returning the results of administrative procedure settlement will guide the citizen to evaluate the survey form and put it in the ballot box at the reception and return of results department.

For self-surveys at the City Reception and Results Department and wards and communes, it was conducted regularly in 2018. For independent surveys, it was conducted suddenly in the period from March 5 to October 30, 2018.

In addition, for the self-survey form, Vinh City People's Committee also offers the form of distributing survey forms directly to blocks and hamlets; at the same time, encourages agencies and units to expand the application of direct surveys through the portal or electronic information page of their agencies and units. With the above forms, depending on the situation and actual conditions, agencies and units can apply different survey methods to bring about the highest efficiency.

On the other hand, Vinh City People's Committee will also conduct an independent survey by establishing a team consisting of members from the Department of Internal Affairs, the Office of the People's Council - People's Committee, and the City Inspectorate, headed by the Deputy Head of the Department of Internal Affairs in charge of administrative reform.

The team conducts the survey at any time during the week and randomly distributes it to citizens present at the city's reception and results department and the People's Committees of wards and communes.

Head of the Department of Internal Affairs, Vinh City People's Committee Ho Sy Tan said: The receiving and returning results department of wards and communes will periodically synthesize and collect survey forms according to regulations; implement the information regime, periodically report quarterly, 6 months and yearly on survey results, along with periodic reports on administrative reform work sent to Vinh City People's Committee.

“The survey results are an information channel to serve professional work, evaluate cadres, civil servants, public employees and the leadership's direction and management of administrative reform work at agencies and units and are the basis for reviewing and recommending competent authorities to simplify administrative procedures.”

Mr. Ho Sy Tan - Head of Internal Affairs Department, Vinh City People's Committee

At the Department of Receiving and Returning Results of Vinh City People's Committee, every month, the Independent Survey Team will open the ballot box, check, make a record of the survey results to summarize and report to the leaders of the City People's Committee. As for the independent survey, it will also be periodically summarized every quarter and year and reported to the City People's Committee.

"Vinh City will organize to announce the survey results to all cadres, civil servants and public employees in the agency" - Head of Internal Affairs Department, Vinh City People's Committee said.