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Vietnam set to develop public satisfaction evaluation system

Vietnam’s Prime Minister Nguyen Tan Dung has assigned the Ministry of Home Affairs to develop a system for assessing public satisfaction with the administrative apparatus of all levels.

Vietnam’s Prime Minister Nguyen Tan Dung has assigned the Ministry of Home Affairs to develop a system for assessing public satisfaction with the administrative apparatus of all levels.
Vietnam’s Prime Minister Nguyen Tan Dung has assigned the Ministry of Home Affairs to develop a system for assessing public satisfaction with the administrative apparatus of all levels.

Such a public satisfaction assessment system will enable the public to supervise the operations of public administrative agencies and to enhance the service quality of civil servants, the premier said.

Accordingly, the ministry will set up criteria and indexes that help measure how much satisfaction citizens feel with the performance of public administrative agencies when they deal with them.

The ministry has set out four basic factors of the quality of public administrative services, namely access to public administrative services, administrative procedures, civil servants’ service performance, and the outcomes of administrative services.

Based on these elements, the ministry will work out 13 criteria to measure citizens’ satisfaction with many different aspects of public administrative services.

At a government meeting late last month, Prime Minister Dung directed all ministries and local authorities – especially the Ministries of Finance, Construction, Planning and Investment, Natural Resources and Environment, and the authorities of Hanoi and Ho Chi Minh City – to review their administrative procedures and abolish those that are causing inconvenience to citizens and businesses.

Special attention should be paid to procedures in such fields as taxation, customs, business registration, land, and construction, the government leader said.

In a related development, authorities in Hanoi began Friday to pool feedback from the public on the quality of public administrative services and the attitudes and styles of civil servants in administrative agencies in six fields: issuing permits for house building, granting certificates of house ownership, issuing ID cards, issuing birth certificates, certification, and marriage registration.

A Hanoi leader said that the city government is striving to have 85 percent of the capital’s residents feel satisfied with local administrative agencies by 2015.