KPI turns pressure into motivation

KPI, or Key Performance Indicator, is a quantitative performance assessment tool measured through numerical indicators, ratios and output-based targets. As Dong Nai pushes ahead with administrative reform and the implementation of the two-tier local government model, its application of KPI-based evaluation for cadres and civil servants is driving a fundamental shift in public-service working culture.

Officials at the Bu Dang commune Public Administration Service Center handle administrative procedures for local residents.

More than a performance measurement tool, KPI is emerging as a new benchmark for public service culture, where cadres and civil servants are assessed fairly and transparently based on work outcomes and the quality of service delivered to citizens.

Empowering with accountability

Each day, Nghia Trung commune People’s Committee handles hundreds of dossiers and tasks across multiple sectors. Even so, administrative backlogs remain minimal, while residents are able to complete procedures without prolonged waiting times. Greater familiarity with KPI-based working methods has contributed significantly to improving the processing of daily administrative workloads.

Hoang Thi Le Na, a specialist at the Nghia Trung commune Public Administration Service Center, said: “KPI allows cadres and civil servants to demonstrate their capabilities more accurately. When every task is tied to concrete results, we are compelled to adopt faster, more professional working methods.”

Since the beginning of 2026, Nghia Trung commune has proactively developed a KPI evaluation framework for collective performance. The capability of each official is measured through indicators such as citizen satisfaction and dossier-processing speed. By shortening administrative processing times, KPI implementation has helped residents save both time and effort. A service-oriented mindset is gradually replacing traditional administrative management practices, with public feedback providing the clearest evidence of effectiveness.

Nguyen Thi Ngoc, a resident of Hamlet 14 in Nghia Trung commune, shared: “I went to register my child’s birth certificate. The procedures were straightforward and efficient. Everything was completed and returned to me on the same day.”

Since the official rollout of the two-tier local government model, workloads across departments and divisions have increased markedly, demanding higher levels of professional competence and stronger commitment from public employees. KPI provides an objective and transparent evaluation framework, measuring performance across three dimensions: work quality, implementation time and task complexity. Beyond assessing individuals, it also serves as a benchmark for the governance capacity of the administrative system as a whole.

Hoang Thi Dong, Head of the Culture and Social Affairs Division of Nghia Trung commune, noted that the synchronized application of KPI indicators across the political system is fostering a more professional, responsible and dynamic public administration. In turn, it helps attract and retain individuals who are truly capable and well-suited to the demands of public service, contributing to the development of a contingent of cadres with the qualities, competence and credibility required for the new development phase.

Building an ethical and professional public administration

 KPI assessments have demonstrated that the mechanism serves as a transparent tool for measuring capability, reducing subjectivity and favoritism, and placing public satisfaction at the center of administrative performance.

In Nha Bich commune, local authorities have adopted a cautious and methodical approach to KPI implementation to ensure meaningful results, focusing on transforming the working style of cadres and civil servants. Le Van Nam, a civil servant of the Culture and Social Affairs Division, said KPI has created a clear sense of motivation, particularly since implementation of the two-tier local government model, under which each official is now required to handle four to five areas of responsibility instead of a single assignment.

 “As a result, it is no longer sufficient simply to get the job done; it must be carried out effectively and earn positive evaluations from the public,” he said. “KPI is also helping shape a workplace culture grounded in measurable outcomes, administrative discipline and service quality for citizens and businesses.”

“When every task is measured against objective indicators, work pressure can become a catalyst for innovation. In practice, clearly assigning responsibilities and placing officials in roles aligned with their expertise, strengths and capabilities has significantly improved work efficiency.”

Hoang Thuy Vu, Vice Chairwoman of Binh Phuoc ward People’s Committee

Nguyen Thi Minh Tien, Vice Chairwoman of Nha Bich commune People’s Committee, said administrative processing timelines are now publicly digitized. Whether procedures are handled quickly or slowly has become a key basis for evaluating officials’ work performance. At the same time, leadership now has clearer criteria for recognizing, scoring and rewarding cadres and civil servants who demonstrate initiative, innovation and tangible improvements in work effectiveness.

In accordance with Government Decree No. 335/2025/ND-CP and regulations issued by the Dong Nai City Party Committee, KPI-based evaluation introduces three core reforms in assessing cadres and civil servants. Using a 100-point scale, the framework is designed to reduce subjective evaluation, with actual work results accounting for 70% of the total score. Output-based assessment measures performance through three indicators:  workload, quality and implementation progress. Assigning 70% of the score to quantitative KPI results reflects Dong Nai’s determination to enhance the efficiency of its administrative apparatus.

Dong Nai’s shift toward KPI-based evaluation is gradually narrowing gaps in administrative effectiveness across localities, while promoting performance management that is more transparent, objective and equitable. The convergence of leadership commitment, civil servant dedication and public satisfaction is emerging as a key foundation for building an ethical, professional and genuinely people-centered public administration in the digital era.

By N.Ha – Translated by M.Nguyet, Thu Ha