Survey on citizen satisfaction in administrative procedure settlement

Aiming to contribute to promoting administrative reform, improving the Public Administration Reform Index (PAR INDEX), the Satisfaction Index of Public Administrative Services (SIPAS), and the Provincial Governance and Public Administration Performance Index (PAPI) of the province, the survey on citizen and organizational satisfaction with the services of administrative agencies in the province will be conducted regularly until the end of 2025.

Residents of Phuoc Tan ward are supported by youth union members in handling administrative procedures. Photo: Ho Thao

The survey will be carried out at specialized agencies under the provincial People's Committee, the Provincial Industrial Zones and Economic Zones Authority (excluding units with no or very few administrative procedures, such as the Office of the provincial People's Committee and the provincial Inspectorate), and commune and ward People's Committees.

The subjects of the survey are citizens and organizational representatives who have carried out administrative transactions and received results within the evaluation period.

The 2025 survey will focus on assessing the satisfaction of citizens and organizations with the quality of information provision on services and facilities at administrative service locations; the quality of administrative procedures and satisfaction with administrative procedures and online public services; the service attitude, efficiency of task resolution by civil servants, and satisfaction with civil servants in handling administrative procedures...

The survey will be conducted regularly by the province, either online through the public service portal or directly at the Provincial Public Administration Service Center and commune-level Public Administration Service Centers. In addition, survey methods will include direct and online forms via email or Zalo for citizens and organizations that have carried out transactions and received results of administrative procedures.

Survey samples will be developed based on the list of citizens and organizations that have completed administrative procedures at provincial administrative agencies, ensuring representativeness and proper allocation in proportion to the number of administrative procedure records at each agency, unit, and locality.

The provincial People's Committee has requested that departments, agencies, and commune-level People's Committees use the actual results and effectiveness of citizen satisfaction surveys as a benchmark for service quality and a basis for monitoring and evaluating the performance of civil servants and public employees in handling administrative procedures and processing results. Based on the survey findings, relevant agencies, units, and localities must direct and implement timely measures to address shortcomings and areas rated poorly, while also studying and proposing solutions to enhance the effectiveness of administrative procedure resolution within their assigned sectors and responsibilities.

By: Ho Thao

Translated by: Minh Hanh - Minho