On May 11, the Ministry of Home Affairs announced the results of the 2025 Satisfaction Index of Public Administrative Services (SIPAS 2025).
This year’s survey on citizens’ satisfaction with the performance of state administrative agencies was conducted nationwide, covering 36,000 survey forms across 720 communes and wards in 34 provinces and cities. A total of 35,649 valid responses were collected, accounting for 99.03%, ensuring high representativeness and reliability.
According to the results, the overall public satisfaction rate with state administrative services in 2025 reached 83.09%, down 0.78 percentage points compared to 2024 but 0.43 percentage points higher than in 2023. The index measured satisfaction across two main pillars: the formulation and implementation of public policies, and the delivery of public administrative services.
Notably, Dong Nai ranked among the country’s top three performers in the SIPAS 2025 rankings. Specifically, the province ranked third among 34 provinces and cities with a SIPAS score of 87.16%, up 4.75 percentage points and rising 42 places compared to the 2024 rankings, which were assessed among the pre-merger 63 provinces and cities. Hai Phong ranked first with 91.12%, followed by Quang Ninh with 88.33%.
The 2025 SIPAS results also indicate that administrative reform requires timely adjustments to maintain and improve service quality while better meeting citizens’ growing expectations toward state administrative agencies.
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| Citizens complete administrative procedures at Thuan Loi commune Public Administrative Service Center. Photo: Ha Le |
Accordingly, administrative reform should focus on several key priorities, including improving implementation capacity and accountability at the grassroots level alongside stronger administrative discipline; narrowing gaps in service quality among localities to ensure consistency and uniformity in implementation; and accelerating citizen-centered digital transformation to make services more accessible, user-friendly and inclusive.
At the same time, authorities are expected to establish and effectively operate two-way feedback mechanisms between administrative agencies and citizens, thereby improving service quality and strengthening meaningful public participation in governance.
The SIPAS index system consists of 37 indicators reflecting public assessments and perceptions, 51 indicators measuring satisfaction levels, and 10 indicators evaluating citizens’ needs and expectations, creating a comprehensive picture of the quality of state administrative services.
Along with annual SIPAS reports since 2017, the 2025 SIPAS index is no longer merely a tool for measuring public satisfaction but has become an important component of Vietnam’s public governance system. It contributes to guiding administrative reform efforts and building a citizen-centered administration, while helping improve people’s quality of life.
By Ha Le – Translated by M. Nguyet, Thu Ha
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