The Ministry of Home Affairs has developed the Satisfaction Index ofPublic Administration Services to measure satisfaction with publicservices, Deputy Minister Nguyen Tien Dinh has said.
At aconference held on August 20, Dinh said the measure is part of thecountry’s Public Administrative Reforms 2011-20 Master Plan that targetsimproved effectiveness and efficiency of public administrativeservices, enhanced quality of public services and better servicedelivery to organisation and citizens.
The plan includes targetsatisfaction rates of 60 percent by 2015 and more than 80 percent by2020. A specific policy for provinces to establish mechanisms forfeedback surveys by 2015 is also built into the plan.
Atpresent, around 40 percent of citizens are happy with the quality ofservices, Dinh said, adding that his ministry planned to conduct asurvey on the experiences of about 30,000 citizens across 20centrally-run cities and provinces nationwide, examining the fields ofland use, healthcare, education and business licensing.
“Tobuild a more efficient transparent administration, it is a must thatpeople participate in policy making and implementation,” he said.
Early this year, the ministry and the World Bank conducted a pilotsurvey in Thanh Hoa and Phu Tho provinces in the north and central BinhDinh province.
People were asked about their experiences whenusing public services for the issuance of land use right certificates,construction permits, medical practice certificates, travel businesslicences, business registration and healthcare.
The pilotsurvey revealed that more than 80 percent of participants saying theywere satisfied with selected services in their localities.
Atthe conference, Director of Thanh Hoa’s Home Affairs Department NguyenXuan Dung said the survey told reasons why people were not happy withpublic service delivery.
They included cumbersomeadministrative procedures, poor infrastructure, improper skills and workattitudes of civil servants, Dung said.
The results have beenhelpful for provincial governments to identify new actions to be carriedout to improve satisfaction with public services, he said.-VNA
At aconference held on August 20, Dinh said the measure is part of thecountry’s Public Administrative Reforms 2011-20 Master Plan that targetsimproved effectiveness and efficiency of public administrativeservices, enhanced quality of public services and better servicedelivery to organisation and citizens.
The plan includes targetsatisfaction rates of 60 percent by 2015 and more than 80 percent by2020. A specific policy for provinces to establish mechanisms forfeedback surveys by 2015 is also built into the plan.
Atpresent, around 40 percent of citizens are happy with the quality ofservices, Dinh said, adding that his ministry planned to conduct asurvey on the experiences of about 30,000 citizens across 20centrally-run cities and provinces nationwide, examining the fields ofland use, healthcare, education and business licensing.
“Tobuild a more efficient transparent administration, it is a must thatpeople participate in policy making and implementation,” he said.
Early this year, the ministry and the World Bank conducted a pilotsurvey in Thanh Hoa and Phu Tho provinces in the north and central BinhDinh province.
People were asked about their experiences whenusing public services for the issuance of land use right certificates,construction permits, medical practice certificates, travel businesslicences, business registration and healthcare.
The pilotsurvey revealed that more than 80 percent of participants saying theywere satisfied with selected services in their localities.
Atthe conference, Director of Thanh Hoa’s Home Affairs Department NguyenXuan Dung said the survey told reasons why people were not happy withpublic service delivery.
They included cumbersomeadministrative procedures, poor infrastructure, improper skills and workattitudes of civil servants, Dung said.
The results have beenhelpful for provincial governments to identify new actions to be carriedout to improve satisfaction with public services, he said.-VNA
