Method of measuring people's satisfaction with the service of State administrative agencies in Vietnam

Method of measuring people's satisfaction with the service of State administrative agencies in Vietnam (Internet image)

On December 11, 2023, the Ministry of Home Affairs issued Decision 1001/QD-BNV on methods to measure people's satisfaction with the services of state administrative agencies in the period 2023–2026.

Method of measuring people's satisfaction with the services of state administrative agencies in Vietnam

(1) General objective

To objectively evaluate the quality of service to the people of state administrative agencies, contributing to building an administration that serves people as the center, is open, transparent, and enhances accountability according to the goals of the State Administrative Reform Master Program for the period 2021–2030.

(2) Specific objectives

- Annually, measure and announce the People's Satisfaction Index with the services of national-scale state administrative agencies (English name is "Satisfaction Index of Public Administrative Services", abbreviated as "SIPAS Index").

- Provide the Government, local authorities, and state administrative agencies at all levels with objective information about people's judgments, assessments, satisfaction levels, needs, and expectations for the service of state administrative agencies based on people's feelings. Advise the Government and recommend to local authorities and state administrative agencies at all levels appropriate and effective solutions to improve the service quality of state administrative agencies and people's satisfaction.

- Raise awareness and a culture of people-centered public service performance among officials, civil servants, and public employees.

- Create conditions and opportunities for people to participate in the process of building, organizing, and implementing policies and monitoring the activities of state administrative agencies.

(3) Requirements

- The method is scientific, modern, feasible, easy to apply, and consistent with domestic practice and world trends.

- Content, factors, and criteria for measuring people's satisfaction with the services of state administrative agencies (hereinafter referred to as "people's satisfaction measurement") must be specific, easy to understand, and consistent with the goals and requirements of state administrative reform and current legal regulations; they must allow adjustments to suit the requirements of state administrative reform and the practical context at each specific time.

- The results of measuring people's satisfaction are guaranteed to be objective, accurate, and represent the opinions of people of all demographic groups.

(4) Subject and scope

- Subject: State management agency responsible for formulating and organizing the implementation of public policies and providing public administrative services.

- Scope: 63 provinces and centrally run cities.

(5) Content

Measuring people's satisfaction is carried out in 03 aspects: (i) People's opinions and assessments of the services of state administrative agencies; (ii) People's satisfaction level with the services of state administrative agencies; (iii) People's needs and expectations for the services of state administrative agencies.

* Measuring people's opinions and assessments of the services of state administrative agencies:

Includes criteria:

- The level of people's attention to public policies;

- Information channels that people use to monitor public policies;

- Relevance of forms of access to information about public policies for people;

- The degree to which people are willing to contribute opinions to state agencies on public policies;

- People's feelings about the situation of civil servants causing trouble and harassment during the process of handling administrative procedures;

- People's feelings about the situation of having to give money outside the regulations to civil servants in the process of handling administrative procedures;

- The appropriateness of the application forms and receiving results for the people;

- People's experience of public policy, public administrative services, and basic and essential public services.

* Measuring people's satisfaction with the services of state administrative agencies:

Measuring people's satisfaction with the services of state administrative agencies is carried out through 02 contents, including: (i) measure people's satisfaction with the formulation and implementation of public policies; and (ii) measure people's satisfaction with the provision of public administrative services.

- Measuring people's satisfaction with the formulation and implementation of public policies:

+ Important public policies for people's lives selected to measure people's satisfaction include: economic development policies; medical examination and treatment policies; general education policy; domestic water policy; domestic electricity policy; social order and safety policies; road traffic policy; social security policy; and administrative reform policy.

+ 04 important elements of the content "Developing and organizing the implementation of public policies" were selected to measure people's satisfaction, including: (i) Government accountability; (ii) People's participation; (iii) Quality of policy implementation; (iv) Results and impacts of the policy.

+ For each factor, a number of criteria are selected to measure people's satisfaction, and each criterion is reflected in a survey question (see details in the table below).

- Measuring people's satisfaction with the provision of public administrative services:

+ The public administrative services selected to measure people's satisfaction are common public administrative services provided at local government levels.

+ 05 important elements of public administrative service provision were selected to measure people's satisfaction, including: (i) access to services; (ii) administrative procedures; (iii) civil servants directly handle work; (iv) service results; and (v) receiving and processing people's feedback and recommendations.

+ Each factor has a number of specific criteria selected to measure people's satisfaction.

Each criterion measuring citizen satisfaction is reflected in a survey question (see details in the table below).

More details can be found in Decision 1001/QD-BNV, taking effect on  December 11, 2023.

Ho Quoc Tuan

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