When public opinion becomes the "measure" of public authority.

In the midst of modern life, where almost every device has precise numerical measurements, the state administrative apparatus possesses an "invisible" yet crucial measure: the people's satisfaction. Citizen satisfaction not only reflects the quality of service provided by officials and civil servants but also serves as a mirror reflecting the effectiveness of administrative reform in the province. Recognizing this, the entire provincial political system has continuously promoted reform and improved the Citizen Satisfaction Index (SIPAS) for the services of state administrative agencies.

Evidence shows that, according to the results recently announced by the Ministry of Interior , the province's SIPAS index in 2024 reached 86.42%, ranking quite high at 12th out of 63 provinces and centrally-administered cities (an increase of 2.28%, or 6 places compared to 2023) and second in the Mekong Delta region (an increase of 2 places). This is a positive sign, showing the people's trust in the province's administrative apparatus.

Mr. Pham Chi Hai, Director of the Department of Internal Affairs, emphasized: “This index is assessed through sociological surveys on the development and implementation of public policies and the provision of public services by state agencies. To build a service-oriented administration that puts the people at the center, the development and implementation of public policies and the provision of public administrative services must not only be of high quality but also meet the needs and expectations of the people.”

The SIPAS index, which measures satisfaction with administrative services, is conducted across two areas and nine groups of criteria: Policy development and implementation (4 groups of criteria); and the provision of public administrative services (5 groups of criteria). The measurement results show that the province achieved 86.38% in the "Policy development and implementation" area, an increase of 2.05%; and 86.49% in the "Provision of public administrative services" area, an increase of 2.62%. Specifically, some criteria such as: "Civil servants at the One-Stop Service Center have a polite and respectful attitude towards citizens, provide clear and complete guidance on procedures, helping citizens complete their applications after a single instruction" achieved relatively high results, increasing by 2.57%; and "The results of resolving administrative procedures ensure fairness" increased by 3.37%. "The handling of feedback and suggestions from citizens" increased by 2.61%...

Civil servants at the Provincial Administrative Procedures Center process administrative procedures for citizens.

Recognizing administrative reform as one of the top priorities and a key breakthrough to attract investment and contribute to the socio -economic development of the province, with the spirit of putting the people at the center of administrative reform; building on the achievements of 2024, the province continues to issue a plan to improve and enhance the SIPAS Index.

In the area of ​​"Policy Development and Implementation," the province requires People's Committees at all levels and relevant departments and agencies to fully and correctly implement regulations on the public disclosure and transparency of policy information; to use appropriate and convenient methods of disclosure; and to provide and explain information about policies in various effective ways, making it easy for all citizens to find, see, and understand. This creates conditions for the people to know, discuss, participate in implementation, and monitor the implementation; to provide feedback, make suggestions, and contribute opinions on the Party's guidelines, the State's policies and laws, and the mechanisms and policies of the Central and local governments.

All levels and sectors must be more proactive and assertive in meeting, interacting, and engaging in dialogue with the people; strengthen responsibility in resolving citizens' complaints and denunciations; promptly identify shortcomings and weaknesses in management to rectify them; and enhance accountability in providing information to the people.

Regarding the "Provision of Public Administrative Services" sector, provincial leaders require that all administrative procedures under their jurisdiction be fully, promptly, and easily accessible. Simultaneously, they suggest expanding other appropriate forms of public disclosure, such as: publishing instructional videos on administrative procedures; promoting the role of community-based digital technology teams to support administrative procedures; and organizing competitions to learn about administrative procedures and online public services in suitable formats.

Furthermore, administrative procedures, fees, and charges should be publicly displayed at the office and one-stop service centers at all levels, ensuring convenience for citizens and organizations when carrying out administrative procedures. Civil servants with professional qualifications, experience, good communication skills, a high sense of responsibility, and a service-oriented attitude should be selected and assigned to ensure efficient and high-quality handling of administrative procedures. In cases where errors or delays occur in the processing of administrative procedures within the authority of the agency or unit, a public apology must be made to the organization or individual concerned.

At the same time, regularly inspect, monitor, and strictly handle officials and public employees who suggest paying additional money beyond the official fees and charges; who engage in harassing or corrupt behavior; and who violate internal regulations and rules. This will create a deterrent effect for officials and public employees throughout the province.

“Placing citizens at the center of the province's administrative procedures is no longer just a slogan, but has become a practical requirement and is gradually yielding tangible results. Clearly, when the level of citizen satisfaction is considered a measure of public service effectiveness, administrative reform is not just about simplifying procedures, but about reforming the mindset of service delivery, enhancing public service responsibility, and building an honest, professional, and modern administration,” Mr. Nguyen Chi Hai emphasized.

Hong Nhung

Source: https://baocamau.vn/khi-long-dan-la-thuoc-do-cong-quyen-a39395.html