The objective of measuring people's satisfaction with the services of administrative agencies in Vietnam

The objective of measuring people's satisfaction with the services of administrative agencies in Vietnam

**The general objective is to objectively assess the quality of public service delivery by state administrative agencies, contribute to the construction of a citizen-centered, transparent, and accountable administrative system, and enhance accountability in accordance with the objectives of the overall program for administrative reform in the period 2021–2030.

** 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").

- Provide objective information to the Government, local authorities, and state administrative agencies at all levels regarding the perceptions, evaluations, levels of satisfaction, needs, and expectations of the people towards the services provided by state administrative agencies based on the citizens' feedback. Provides recommendations to the Government and suggests appropriate and effective solutions to local authorities and state administrative agencies at all levels to improve and enhance the quality of service delivery by state administrative agencies and the satisfaction of the people.

- 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.

Criteria for measuring people's opinions and assessments of the services of administrative agencies in Vietnam

Criteria for measuring people's opinions and assessments of the services of state administrative agencies include:

- 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.

More details can be found in Decision 1001/QD-BNV, taking effect from the date of signing.

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