Khanh Hoa Provincial Social Insurance improves service quality

Improved service quality

In recent times, the quality of service provided by the Social Insurance Agency has been highly appreciated by the people and organizations. Many IT solutions have been effectively implemented, helping to save time, costs and create maximum convenience for businesses and employees. The reception and return of administrative procedure results have been maintained seriously and effectively in three forms: Directly at the Social Insurance Agency headquarters and the Provincial Online Public Administration Service Center; district-level reception department and via electronic transactions and postal services.

People are directly consulted by provincial Social Insurance officials about administrative procedures.

The provincial Social Insurance also actively guides individuals and organizations to register and create accounts to submit electronic records at the National Public Service Portal and the Vietnam Social Insurance Public Service Portal; deploys a text message system via phone so that people and businesses can easily interact and grasp information about social insurance and health insurance benefits and regimes.

Mr. Le Van Cuong (Vinh Hai Ward, Nha Trang City) shared that recently, when he went to the provincial Social Insurance to change the initial medical examination and treatment location of his health insurance card, he was directly guided by a consultant to carry out the procedure right on his smartphone without having to wait his turn at the transaction counter. "The Social Insurance has arranged a writing desk, waiting chair, automatic number taking machine, TV... for people very thoughtfully. Having a consultant directly on site helps people carry out the procedure quickly, neatly and easily," said Mr. Cuong.

Customer satisfaction is the core goal

According to Mr. Pham Xuan Hai - Deputy Director of Management and Operation of the Provincial Social Insurance, the unit has just issued a Plan to Improve and Enhance the Administrative Reform Index and the Satisfaction Index of People and Organizations with the Services of the Provincial Social Insurance in 2025. In which, improving the level of satisfaction of people is the core goal. The Provincial Social Insurance sets a target of achieving a satisfaction level in handling administrative procedures of 90% or more. To achieve this goal, the groups of solutions implemented focus on: Service access index; reception and service conditions; administrative procedures; service of officials; work progress; receiving and handling feedback.

People transact at the One-Stop Department of the Provincial Social Insurance.

The provincial Social Insurance requires officials at the one-stop department to regularly guide people, organizations, and businesses to send suggestions, feedback, look up procedures, register for express delivery services, provide information on hotlines, and provide advice on policy settlement. At the same time, regularly update and guide new documents and procedures on social insurance and health insurance to ensure clarity, completeness, and ease of understanding, creating convenience for organizations, businesses, and people when accessing information and implementing correctly. The provincial Social Insurance leaders closely monitor the progress of handling documents for each individual and department; organize dialogue conferences well with employers, businesses, and employees to promptly remove obstacles...

Through synchronous solutions, the provincial Social Insurance continues to affirm the goal of taking people and organizations' satisfaction as the center of service, improving the effectiveness of administrative reform.

MAI HOANG

Source: https://baokhanhhoa.vn/xa-hoi/202505/bao-hiem-xa-hoi-tinh-khanh-hoa-nang-cao-chat-luong-phuc-vu-4b4168f/