Expanding models for measuring customer satisfaction.

In this context, the professionalism of the "public servants" is demonstrated not only through their practical abilities but also through the standardization of processes and the assurance of professional standards.

Using "construction" to "defense"

In Hanoi , over the years, agencies and units have focused on building criteria for cultural conduct, professional ethics, and combating harassment and inconvenience to the people, considering this as one of the important contents in implementing the study and emulation of Ho Chi Minh's ideology and ethics.

The "Modern Urban One-Stop Shop" model in My Dinh 1 ward, Nam Tu Liem district. Photo: Thuy Linh

The goal of prioritizing the people and businesses in service, and using people's satisfaction as a measure of work efficiency, is not just a slogan. In reality, the entire political system of the city has resolutely implemented measures to strengthen administrative order and discipline; enhance the exemplary role, public service ethics, spirit, attitude, awareness, and conduct of officials and civil servants at all levels.

In many units, the requirement to build models of elegant and civilized culture, especially models of behavioral culture at the "one-stop" service department, and friendly communication culture among citizens... has been effectively implemented, in accordance with the goals and requirements of public service culture.

In many units, improving the quality of service provided to citizens and organizations by officials and civil servants is reflected in their welcoming demeanor during interactions, their enthusiasm in resolving issues, and their ability to advise on the most appropriate, complete, and beneficial solutions for the people.

The effective implementation of the "4 requests, 4 always" motto (please say hello, please apologize, please say thank you, please ask permission; always smile, always be gentle, always listen, always help) in interactions with the public has resulted in satisfaction with the service attitude. Using "construction" to "combat" and simultaneously measuring public satisfaction, the Party committees and authorities at all levels in Hanoi have also intensified inspections of public service, handling of officials and civil servants who commit violations, thereby immediately addressing shortcomings.

According to statistics, from the beginning of 2021 to the present, the entire city has conducted 4,479 inspections of public service, including 139 inspections carried out by the City's Public Service Inspection Team; 4,340 inspections were conducted by departments, agencies, district and town People's Committees and affiliated units; and disciplinary action was taken in 1,759 cases.

By increasing inspections of public services and measuring administrative reform indicators and citizen satisfaction indices at various units, positive aspects have been highlighted, and shortcomings have been addressed promptly. As a result, the level of satisfaction measured in localities and agencies has also increased.

Replicating effective models

In wards, communes, or sectors that frequently interact directly with the people, studying and following President Ho Chi Minh's teachings always goes hand in hand with daily work, while simultaneously implementing many innovative models to realize the criterion of "putting the people at the center of service."

Over the years, many units have also implemented models to assess citizen satisfaction levels. For example, in My Dinh 1 ward, the "Modern Urban One-Stop Shop" model is linked to "Digital transformation in governance and administration," along with the "Assessment of citizen satisfaction at the Department for Receiving and Returning Results of Administrative Procedures" model, aiming to improve the efficiency of administrative reform and create the most favorable conditions for organizations and individuals in carrying out administrative procedures in the ward, with the goal of being quick, efficient, accurate, and in accordance with regulations.

For example, the "Suggestion Form" model at Nghia Tan ward (Cau Giay district) is signed, dated, and marked "Reviewed" by the ward's People's Committee leaders on each page where citizens have provided feedback. By doing this, ward leaders not only show appreciation for citizens' suggestions but also gather information to promptly adjust and improve the quality of administrative procedures…

Currently, Hanoi, like the rest of the country, is accelerating its efforts to implement socio -economic development tasks for 2024, aiming to achieve the highest possible results for all set targets. Simultaneously, improving the Administrative Reform Index and the Satisfaction Index regarding administrative services is also a key task that the city is focusing on.

This includes further improving the modern administrative system to serve effectively; overcoming and improving limitations to further enhance the satisfaction of individuals and organizations with the receipt and processing of feedback and suggestions regarding administrative regulations related to business activities and daily life.

At the same time, the efforts of all levels and sectors in innovating leadership methods and working styles, ensuring closeness to the people, listening to their suggestions, and continuing to strongly spread this through many concrete actions, are clear evidence of the shift from awareness to action in learning and following Uncle Ho's ideology; enhancing public service responsibility and ensuring people's satisfaction.

Source: https://kinhtedothi.vn/nhan-len-nhung-mo-hinh-do-luong-su-hai-long.html