Criteria and standards for evaluating service quality using the state budget for training officials in Vietnam

On May 31, 2023, the Ministry of Home Affairs of Vietnam issued Circular 07/2023/TT-BNV stipulating criteria and standards for quality assessment and acceptance of state budget-funded public non-business services in the field of Home Affairs in terms of fostering cadres, civil servants and public employees (effective from August 1, 2023).

Contents, criteria, and standards of service quality assessment in Vietnam

Contents of assessment of the quality of public non-business services funded by the state budget in the field of Home Affairs in terms of fostering cadres, civil servants, and public employees include:

- Programs and documents;

- Student;

- Lecturers;

- Facilities and support activities;

- Training course;

- Effective training.

Criteria and standards for the quality of public non-business services funded with the state budget in the field of Home Affairs in terms of fostering cadres, civil servants, and public employees are specified in the Appendix attached to Circular 07/2023/TT-BNV.

Criteria and standards for evaluating service quality using the state budget for training officials in Vietnam (Internet image)

Evaluation and acceptance of service quality in Vietnam

- The evaluation of service quality is carried out on the basis of the evaluation criteria in the Appendix attached to Circular 07/2023/TT-BNV according to the scoring method, a 100-point scale.

Service quality is assessed according to the following levels:

+ Good: The total score is from 70 points to less than 80 points.

+ Pass: The total score is from 50 points to less than 70 points.

+ Failed: Total score less than 50 points.

- Acceptance of volume, quality, and payment for services

+ When the service quality is assessed as satisfactory or higher, it will be tested for acceptance and paid according to the provisions of the State Budget Law and other laws.

+ Service quality is assessed at a good level as one of the bases for ordering agencies to consider and prioritize the selection of suppliers when deploying similar services according to current state regulations.

- Service quality assessment

+ The head of the ordering agency submits to the competent authority to establish a Service Quality Evaluation Council to determine the level of achievement as a basis for testing and taking over the service volume, quality, and payment.

+ The Service Quality Evaluation Council has an odd number of members and at least 05 members, including: The Chairman is the head of the ordering agency; 01 Vice President is the deputy head of the ordering agency; members are representatives of related units and experts with experience in the field of training and retraining; 01 the Secretary of the Council.

+ The service quality assessment council works on the principles of democratic centralism and unified discussion. The survey results obtained from the quality evaluation forms for fostering cadres, civil servants, and public employees (if any) are the basis for the Council to consider and evaluate the service quality.

- The supplier shall make and finalize funds in accordance with the Law on State Budget and current regulations on advances, management, and use of the state budget.

To check, monitor, and evaluate service quality.

- The ordering agency shall inspect, supervise, and evaluate service quality according to the criteria and standards specified in the Appendix attached to Circular 07/2023/TT-BNV.

- The evaluation results performed by the ordering agency are one of the bases for quality acceptance, service payment, and cost settlement.

- When detecting errors in the process of providing services or at the request of competent authorities, the ordering agency requests the service provider to promptly correct the errors and resolve related issues to ensure service quality based on current regulations of the state and the content of agreements between related parties.

- The state management agency in charge of fostering cadres, civil servants, and public employees periodically or irregularly inspects the assessment to meet the requirements of service quality management.

Methods of assessing the quality of public non-business services

- Quantitative assessment by scoring on the basis of weights, rating levels and summarizing evaluation scores according to each criterion, group of evaluation criteria.

- The evaluation score for each criterion group is determined on the basis of the total evaluation score of the component criteria in the group. The final evaluation score is the sum of the evaluation scores of all evaluation criteria groups after adjusting for the respective weights of each criterion.

Mai Thanh Loi

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