At a conference held on August 20, Deputy Minister Dinh said the measure is part of the country’s Public Administrative Reforms 2011-20 Master Plan which aims to improve the effectiveness and efficiency of public administrative services, enhance the quality of public services and better service delivery to organisation and citizens. The plan includes a target of a 60% satisfaction rate by 2015 and over 80% by 2020. A specific policy to enable provinces to conduct satisfaction feedback surveys by 2015 is also built into the plan. At present, around 40% of citizens are happy with the quality of services, Deputy Minister Dinh said, adding that his ministry plans to conduct a survey on the experiences of about 30,000 citizens across 20 centrally-run cities and provinces nationwide, examining the fields of land use, healthcare, education and business licensing. “To build a more efficient transparent administration, it is a must that people participate in policy making and implementation,” he said. Early this year, the ministry and the World Bank conducted a pilot survey in Thanh Hoa and Phu Tho provinces in the north and central Binh Dinh province. People were asked about their experiences when using public services for the issuance of land use right certificates, construction permits, medical practice certificates, travel business licences, business registration and healthcare. The pilot survey revealed that more than 80% of participants were satisfied with these services in their localities. At the conference, Director of Thanh Hoa’s Home Affairs Department, Nguyen Xuan Dung, said the survey also gave feedback as to why people were not happy with public service delivery. Reasons included cumbersome administrative procedures, poor infrastructure and improper skills and work attitudes of civil servants, Dung said. The results have been helpful for provincial governments to identify new actions to be carried out to improve citizen’s satisfaction with public services, he said.
Posted on: Fri, 22 Aug 2014 06:59:00 +0000
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