Citizen and Business Satisfaction as a Measure of Administrative Reform

In order to rectify and tighten discipline and administrative order; contribute to strengthening the quality and improving the reputation of the government apparatus; Innovate the working style of officials and public employees in the performance of public duties and administrative procedures (TTHC), creating a strong change in the sense of responsibility towards professional tasks; the spirit of serving the people, the attitude of conduct, style, the People's Committee of Hanoi city has issued the following plan content:

- Review, systematize legal documents; standardize administrative procedures; build internal processes, and complete working regulations of all levels, sectors, and departments in all administrative agencies and public service providers in the City.- Continue to effectively reorganize and consolidate the organizational apparatus of departments, focal points under the City to the district and commune levels, ensuring the principle of "one focal point - one job throughout."- Fundamentally change the mindset, attitude, innovate the working style of officials and public employees directly receiving, processing, and resolving administrative procedures with the spirit of "taking the satisfaction of the people and businesses as a criterion for evaluating job performance."- Strengthen the responsibility of the heads of agencies and units.- Strengthen public service discipline in the implementation of tasks and directives of the Government of Vietnam, the Prime Minister of the Government of Vietnam, the City Party Committee, the People's Council, and the City People's Committee.

Resolve Administrative Procedures "Take the satisfaction of the people and businesses as a criterion for evaluating job performance"

Fundamentally change the mindset, attitude, innovate the working style of officials and public employees directly receiving, handling, and resolving administrative procedures in the spirit of "taking the satisfaction of the people and businesses as a criterion for evaluating job performance." To implement the above content, directors, heads of departments, sectors, public service providers, and Chairpersons of district and commune People's Committees:

- Organize training and retraining courses to enhance political awareness, sense of responsibility; methods, styles, working manners; spirit, attitude, responsibility at work; skills, and professional expertise of officials regularly in contact with the people and those directly handling administrative procedures.- Organize for all officials and public employees in the City to self-register for emulation content and commit to effectively implementing Directive 01/CT-UBND dated February 3, 2017, of the Chairperson of the City People's Committee on organizing the implementation of the "Year of Administrative Discipline 2017."- Each department, officials, and public employees in agencies and units, based on the job position and assigned tasks, must develop specific work plans for the week, month, quarter, and year to report to the Head of the unit for management, monitoring, direction, and supervision.- Implement citizen reception, complaint resolution, and denunciation appropriately, in accordance with the procedures and regulations as directed by the City Party Committee in Directive 15-CT/TU dated December 16, 2016, and Decision 02/2015/QD-UBND. Assign qualified personnel with good ethics, political awareness, and proper conduct to perform this task.- Effectively implement Decision 522/QD-UBND of the City People's Committee on promulgating the Code of Conduct for officials and public employees, and workers in agencies of Hanoi city, focusing on changing mindsets, attitude, innovating working style, conduct culture of CBCC who directly and regularly interact with, and resolve administrative procedures for the people and enterprises.- Disseminate and publicly post at all citizen reception departments, departments handling administrative procedures, service units (by April 30, 2017) the following 10 contents and requirements:

1- Visitors, greeted.

2- Staying visitors, always smiling.

3- Inquiring visitors, advised.

4- Requesting visitors, dedicatedly served.

5- Needy visitors, informed.

6- Rushed visitors, promptly served.

7- Waiting visitors, apologized.

8- Complaining visitors, listened.

9- Requesting visitors, always attentively served.

10- Leaving visitors, satisfied.

- Diversify forms of reception to resolve, in accordance with the law, feedback, and suggestions from organizations and citizens on the resolution of administrative procedures, on professional qualifications, attitude, and service efficiency of officials and public employees such as: administrative documents; public postal systems; electronic information portals, websites of agencies, units; messages; press and mass media;...

Agencies and units implement surveys and measure satisfaction of individuals and organizations according to the Scheme "Guiding agencies and units to survey and measure satisfaction of individuals and organizations with the service of state administrative agencies in Hanoi city" approved in Decision 359/QD-UBND dated January 18, 2017, of the City People's Committee.

- Strengthen inspection and supervision of the implementation of public service discipline and office culture of officials and public employees.- Strictly implement the sending of apology letters from state administrative agencies handling administrative procedures in case of overdue results of administrative procedures for individuals and organizations.

See detailed content at Plan 69/KH-UBND dated March 20, 2017.

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