Actual effectiveness
A handwritten letter on a white sheet of paper by a man in his 60s, though the lines weren't perfectly aligned, carried the warmth and affection of a Vietnamese expatriate who had lived abroad for 15 years and returned to Ho Chi Minh City to complete administrative procedures.
In a letter to the Saigon Ward Public Administrative Service Center, Mr. Nguyen Ngoc Quoc expressed his gratitude for the dedicated and thorough guidance he received from a civil servant at the one-stop service center regarding the procedure for obtaining a birth certificate. "I am very happy and grateful," he wrote, as a sincere expression of appreciation…
Ms. Nguyen Thi Huong (An Phu Dong ward) had a similar experience when applying for a construction permit. Before bringing her documents to the An Phu Dong Ward Public Administrative Service Center, Ms. Huong submitted them online but encountered difficulties in entering data and attaching relevant documents.
After listening to Ms. Huong's explanation, the staff member at the Ward's Public Administrative Service Center invited her to the area for online application submission. In just 10 minutes, with the direct assistance of the staff member at the center, the entire procedure was completed.
The story of Mr. Quoc and Ms. Huong illustrates the shift in the administrative system towards a service-oriented approach, with citizen satisfaction as its ultimate goal.
At the Saigon Ward Public Administrative Service Center, in the first quarter of 2026, more than 8,500 applications were received and processed on time, achieving a 100% success rate; the rate of online public services reached almost absolute perfection.
According to Center Director Bui Truong Giang, the change is not just in numbers, but in the attitude and awareness of the staff. From being passive and waiting for instructions, most of them are now proactively monitoring the progress of work and taking responsibility for their assigned tasks.
Public officials are more conscious in their communication, providing specific and clear guidance, and minimizing inconvenience; the level of satisfaction among citizens and businesses has improved positively, and coordination between departments is smoother, reducing the tendency to shift responsibility.
Motivation to improve service quality
In Vung Tau ward, the application of KPIs has been implemented since October 2025, in accordance with Decision No. 19/2025 of the Ho Chi Minh City People's Committee on evaluating and classifying the quality of cadres, civil servants, and public employees based on work efficiency. With a total of over 1,300 cadres, civil servants, public employees, and workers, the implementation is being carried out cautiously, systematically, and in line with the specific characteristics of each job position.
The People's Committee of the ward provides specific guidance on building a KPI system for each department and position. Based on this, departments and divisions determine objectives, select key areas of focus, establish quantitative criteria, and gradually refine them during implementation.
According to Vice Chairman of the People's Committee of Tran Thi Bich Van Ward, unlike traditional evaluation methods that mainly rely on qualitative feedback, KPIs aim to quantify the entire process of task execution. The KPI criteria are linked to specific responsibilities and assigned tasks.
Work results are reflected through indicators of volume, progress, and completion level. This approach helps overcome subjective and indiscriminate evaluations, while enhancing transparency and objectivity in personnel management.
At meetings on the socio -economic situation of the Ho Chi Minh City People's Committee, Chairman Nguyen Van Duoc repeatedly emphasized the need to innovate leadership and management methods towards a constructive and service-oriented approach; shifting from a "management" mindset to a "service" mindset.
Accordingly, citizens and businesses must be placed at the center; tangible results are the measure; and social satisfaction is the goal.
The level of task completion by officials and civil servants must be linked to the progress and quality of work, thereby enhancing the responsibility and efficiency of the administrative apparatus.
In Ba Diem commune, the evaluation of officials and civil servants based on work performance operates through a closed process, from establishing criteria to ranking and linking it to additional income. The evaluation system is quantified using a 100-point scale.
Based on this, on a quarterly basis, agencies and units conduct self-assessments and create dossiers as a basis for evaluating the work performance of their staff. The evaluation process relies not only on reports but also on feedback from citizens, the results of handling applications, and work progress. Afterwards, the commune leaders hold a meeting to evaluate, score, and rank the performance, ensuring transparency and openness.
According to Mr. Nguyen Tuan Anh, Chairman of the People's Committee of Ba Diem commune, the evaluation results also serve as a basis for distributing additional income and for arranging, assigning, planning, and appointing officials, creating motivation to improve the efficiency of public service. Quarterly evaluations, based on specific results and the satisfaction of the people, have helped to make the evaluation of officials more substantive, reducing favoritism and formality.
Meanwhile, Mr. Pham Kieu Hung, Chairman of the People's Committee of Cu Chi Commune, shared that the locality is seriously implementing regulations on evaluating and classifying the quality of work performance of officials, civil servants, and employees. In the future, as the city continues to adjust and supplement criteria to be more practical and suitable to the specific characteristics of commune-level work, the team of officials and civil servants will have even more motivation to improve the quality of service.
Source: https://www.sggp.org.vn/do-can-bo-bang-ket-qua-cong-viec-post850710.html
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