Public dissatisfaction with the issuance of land use certificates remains high despite improvements in procedures, according to a Government Office report released yesterday. — Photo baophapluat.vn

HÀ NỘI – Public dissatisfaction with the issuance of land use certificates remains high despite improvements in procedures, according to a Government Office report released yesterday.

The report, based on a survey done to calculate the Satisfaction Index of Public Administration Services (SIPAS), scrutinised administrative procedures relating to six main papers: identification card; land use right certificates; house building licence; marriage certificate; birth certificate; and notarizing documents.

The Ministry of Home Affairs has been tasked, since 2015, with calculating public satisfaction with administrative services in co-ordination with the Vietnam Fatherland Front and the Vietnam Veterans’ Association.

Home Affairs Minister Lê Vĩnh Tân said the study found that results varied at different administrative levels.

Accordingly, procedures settled by district-level authorities including identification card, land use rights certificate, and construction licence for houses received a lower rate of satisfaction as compared to those settled at commune level like marriage certificates, birth certificates and other similar certification.

The indexes reflecting individuals and organisations’ assessment of the quality of administrative services was lower than those indicating their satisfaction.

The quality indexes for procedures ranged from 40 to 70 per cent whereas those showing public satisfaction for all six procedures stood between 70 and 90 per cent.

SIPAS 2015 used four key criteria to measure public satisfaction: access to services, administrative procedures, attitude of civil servants, and results of the work.

“The practice will help change the thinking and manner of dealing with administrative work towards paying more attention to people’s opinions, providing better service, and enhancing public participation in decision-making by relevant authorities,” said Minister Tân.

At the district level, people expect the expansion of the ways in which information is disseminated, continued simplification of administrative procedures, and reduced time for settling procedures, the Tuổi trẻ (Youth) newspaper reported.

In communes, people are looking forward to further improvements in physical facilities alongside better service.

Nguyễn Thiện Nhân, Chairman of the Vietnam Fatherland Front, said the national programme for Public Administrative Reform in the 2011-2020 period had set ambitious targets including achieving 80 per cent of public satisfaction with the administrative services at all levels.

“If we do not take the measurement and assessment of public satisfaction seriously from now, we cannot have an exact answer on how satisfied the public is with services provided by State administrative bodies,” Nhân said.

SIPAS 2015 was based on a social study covering 15,120 individuals and organisations in 108 communes in three cities and seven provinces: Hà Nội, HCM City, Đà Nẵng, Quảng Ninh, Lai Châu, Hưng Yên, Hà Tĩnh, Đắk Lắk, Tây Ninh and Cà Mau. — VNS