Thursday, January 21 2021


City targets 80% resident satisfaction with admin staff, procedures

Update: July, 04/2019 - 09:08


HCM City is improving administrative reform by encouraging residents to answer satisfaction surveys. — VNA/VNS Photo

HCM CITY— HCM City aims to have at least 80 per cent of residents satisfied with administrative procedures and staff by 2020, according to Nguyễn Thiện Nhân, secretary of the HCM City Party's Committee.

Nhân said that staff at administrative offices will have to be friendly and welcoming to local residents.    

As of July 15, at least 20 procedures will be available online, and by the year end, all procedures will be online.  

Trần Vĩnh Tuyến, vice chairman of HCM City People’s Committee, said the committee would increase the rate of residents taking part in surveys by strongly encouraging them to answer short surveys after each administrative procedure.

The city on average processes nearly 14 million applicants each year and only 1 per cent say they are not satisfied.

But Tuyến said the proportion showing satisfaction is inaccurate since many people do not answer the current surveys. 

The city will use special software and establish criteria to conduct surveys for all departments and State agencies.

Dương Hồng Thắng, chairman of Hóc Môn District People’s Committee, said the district had designed its software for surveys in their offices. Two months after use, nearly 2,000 people have answered the surveys and 98 per cent of them said they were satisfied.

Pilot admin programme

In a related matter, Võ Sĩ, deputy chief of the secretariat at the committee, said the city on June 20 began a pilot programme for several administrative procedures out of the total 1,800 procedures listed on the city’s public services portal.

The procedures are: licences to build individual houses and business and tariff registration certificates at the district level. The others are at the ward and commune level. They include birth and residency status registration, health insurance cards for children under six years old, death registration, and deletion of residency status.

Nine wards, communes and town people's committees, besides the district people's committees in districts 9, Tân Phú and Củ Chi, are piloting the programme. The new methods are expected to create transparency and convenience in resolving applications for administrative concerns. 

However, Nguyễn Việt Dũng, vice chairman of Củ Chi District People’s Committee, noted that residents in some remote areas do not have email.  

Hồ Ngọc Tùng, acting chairman of People’s Committee in District 9's Trường Thạnh Ward, said that such residents are not familiar with online procedures.  

The secretariat has asked the city People’s Committee to instruct all district and ward authorities to apply the administrative procedures in the same way. — VNS

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