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| Officials at the Bu Dang Commune Public Administrative Service Center handle administrative procedures for the people. |
Beyond being just a measurement tool, KPIs have become a new measure of public service culture, where officials and civil servants are evaluated fairly and transparently based on their work performance and quality of service to the people.
Delegate authority, assign responsibility.
Every day, the People's Committee of Nghia Trung commune receives hundreds of applications and tasks across various fields. However, there is almost no backlog of applications in the commune, and people don't have to queue. Proficiency in the work process and familiarity with the KPI-based work style have significantly contributed to the efficient handling of daily applications and tasks.
Ms. Hoang Thi Le Na, a specialist at the Nghia Trung Commune Public Administrative Service Center, shared: “KPIs help officials and civil servants demonstrate their true capabilities. When each task is linked to specific results, we are forced to change our mindset and work faster and more professionally.”
Since the beginning of 2026, Nghia Trung commune has proactively developed a set of KPI evaluation criteria for its staff. The capacity of each official is measured by the level of citizen satisfaction and the speed of document processing. Shortening document processing times through KPIs has helped citizens save time and effort. A service-oriented approach has replaced the purely administrative mindset. The clearest evidence of this effectiveness is the recognition from the people.
Ms. Nguyen Thi Ngoc, residing in Hamlet 14, Nghia Trung Commune, said: “I went to get a birth certificate for my child. The procedure was quite simple and quick. It was processed and I received the results on the same day.”
Since the official implementation of the two-tiered local government model, the workload in all departments has increased, requiring higher expertise and greater dedication. KPIs are a set of objective, transparent, and accurate indicators for evaluating the results and effectiveness of the work of officials and civil servants through measurements across three aspects: work quality, work completion time, and work complexity. KPIs are not only a tool for individual evaluation but also a measure of the management capacity of the entire administrative system.
Ms. Hoang Thi Dong, Head of the Culture and Social Affairs Department of Nghia Trung commune, stated: "The synchronized implementation of KPIs in the political system is promoting a more professional, responsible, and dynamic public service. This will attract and retain truly deserving and suitable individuals, building a team of officials with sufficient qualities, capabilities, and prestige to meet the demands of the new development phase."
For a clean and professional administration.
The KPI evaluation shows that this is a tool for transparently demonstrating competence, eliminating favoritism, and using public satisfaction as a measure of public service.
In Nha Bich commune, to ensure the effective application of KPIs, the local authorities have chosen a cautious and systematic approach, striving for innovation in the working methods of officials and civil servants. Mr. Le Van Nam, a civil servant in the Culture and Social Affairs Department, stated: KPIs have created a clear motivation for work, especially since the implementation of the two-tiered local government model, where each person handles 4-5 tasks instead of just one. Therefore, it's not just about completing tasks, but also about doing them effectively and earning positive feedback from the people. KPIs also contribute to the formation of a results-based work culture, administrative discipline and order, and quality service to citizens and businesses.
"When each task has an objective measure, work pressure becomes a driving force for creativity. In reality, clearly assigning responsibilities to specific individuals and tasks, combined with placing staff according to their expertise, strengths, and capabilities, has significantly increased work efficiency."
Ms. HOANG THUY VU, Vice Chairperson of the People's Committee of Binh Phuoc Ward
Ms. Nguyen Thi Minh Tien, Vice Chairman of the People's Committee of Nha Bich commune, stated: "Currently, the processing time for documents has been digitized and made public. The speed of processing procedures is the basis for evaluating the work efficiency of civil servants. The head of the organization also has criteria to recognize, score, and reward officials and civil servants who dare to think, dare to act, have initiatives, improve working methods, and create clear work efficiency."
In accordance with Government Decree No. 335/2025/ND-CP and the regulations of the Dong Nai City Party Committee, three core new points have been introduced in the evaluation of officials and civil servants using a 100-point KPI scale to overcome subjective evaluations; actual work results account for 70% of the total score. Measurement based on output will assess competence through three indicators: quantity, quality, and progress. Allocating 70% of the score to quantitative KPI results demonstrates Dong Nai's determination to improve the operational efficiency of its administrative apparatus.
The shift to KPI-based performance evaluation in Dong Nai is gradually bridging the gap in administrative efficiency between regions, helping to manage performance in a transparent, fair, and impartial manner. The synergy between leadership determination, civil servant efforts, and citizen satisfaction is key to building an honest, professional, and truly people-serving public service in the digital age.
Galaxy
Source: https://baodongnai.com.vn/chinh-polit/202606/kpi-bien-ap-luc-thanh-dong-luc-4c802d4/
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