Mr. Le Duc Tien specifically said: "Continue to strictly implement the written apology when there are administrative procedure files that are late in processing and returning files to people and organizations. For inter-connected files that are late due to the coordination of agencies, the agency in charge of handling administrative information is requested to compile statistics, monitor, and urge relevant agencies to ensure the processing time according to regulations."
This is a way of managing the work of officials and civil servants. If administrative procedures are overdue, apologizing to the people is a must. But if it is just empty talk, "words fly away", and apologizing in writing is "a drop in the pen, a dead chicken".
Officials can apologize once, even twice, but they cannot apologize many times. If so, it shows that the official is not capable of doing his job, not completing his duties. Apology letters are evidence of the capacity and responsibility of each person performing public duties.
In August 2023, the Chairman of Thanh Hoa City People's Committee directed and requested many communes and wards to report and explain the receipt and settlement of overdue records in their localities. Following the direction of the City Chairman, in cases of delay in handling administrative procedures in wards and communes, representatives of these localities sent letters and apology slips to each household and hoped for people's sympathy and sharing.
Here is an excerpt from an apology letter: "This delay has caused you trouble, cost you money and travel effort, so I am writing this letter to apologize to you and hope to receive your comments so that I can improve my work."
The content is very respectful to the people, seeing that one's mistakes cause damage to the people. That is a good thing, the people are also "cool in heart and mind".
But, as mentioned above, if you keep repeating the apology letter, it will eventually just be a formality. The apology letter is like a "template", the officer only changes the recipient's name and the sending office, as if completing a procedure, then it is useless. Apologies must be sincere, accepting responsibility and making amends, that is the essence.
Apologies must go hand in hand with commitments, not only to the people and businesses, but also to the unit's leaders, that is, to not let delays continue to occur in handling administrative procedures.
People are willing to acknowledge and sympathize with officials and civil servants when there are mistakes or delays, but cannot accept apologizing as a way of coping.
People and businesses need to complete administrative procedures quickly and simply once, rather than receiving many heartless, soulless apology letters.
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