Customer satisfaction as a measure of reform

The results of the Departmental and Local Competitiveness Index (DCCI) for 2025, recently announced by Son La province, clearly reflect the positive changes in governance and administrative procedure reform. Quantifying service quality through these indicators not only creates pressure for reform but also helps the province identify bottlenecks to improve its institutional framework.

A benchmark for self-reflection and self-correction.

2025 marks the fifth consecutive year that Son La province has implemented the DCCI assessment with support from the Australian Government's GREAT Project. This is also the first year the province has applied a new assessment model. This model is designed to suit the practical realities of the restructured two-tiered local government system.

The DCCI Son La 2025 accurately, objectively, and comprehensively measures the quality of economic management of units. Through this, agencies have a verifiable basis for self-reflection, self-correction, and proactively developing solutions to improve the investment environment at the local level.

Permanent Vice Chairman of the Provincial People's Committee Ha Trung Chien presents the Award Cup to the Provincial Department of Culture, Sports and Tourism - the unit ranked first among departments and agencies. Photo: Minh Thu

A highlight of this year's DCCI is its assessment methodology, which closely follows the pillars of the modern business environment. These pillars include a favorable business environment, promoting competition, sustainable growth, and the proactive role of government.

The index includes additional criteria on sustainable development, innovation, and inclusive growth. Simultaneously, the online survey has been expanded to include 30% of the sample to enhance transparency and data collection efficiency. The criteria have been comprehensively refined to meet the requirements of institutional improvement, promoting the private sector, and international integration.

The survey process attracted broad participation from the business community, cooperatives, and state management agencies. Feedback from business practices served as a crucial data source for the province to identify limitations in governance. The voices of businesses owned by women, ethnic minority women, and people with disabilities were given special attention. This reaffirms Son La's commitment to a fair and friendly investment environment.

Summary table of ranking scores for departments and agencies. Photo: Minh Thu

The 2025 DCCI results, compiled from 1,539 surveyed units, reflect an objective picture. The average scores are encouraging. Departments achieved 74.78 points. Vertical sectors achieved 74.60 points. The commune/ward sector shows clear differentiation among the 18 surveyed units. Leading the departmental group is the Department of Culture, Sports and Tourism with 76.30 points thanks to solutions for information transparency and procedural improvements; followed by the Department of Home Affairs with 76.24 points; and the Department of Industry and Trade in third place with 75.71 points.

Put citizens and businesses at the center of service.

According to the Standing Vice Chairman of the Provincial People's Committee, Ha Trung Chien, improving the investment environment is identified by Son La province as a key, ongoing, and long-term task. The Provincial People's Committee is committed to continuing to support the business community; determined to build an open, transparent, and professional public administration. The most favorable conditions will be created to facilitate the development of all economic sectors. At the same time, resources will be mobilized to the maximum extent for the goal of rapid and inclusive growth.

DCCI departments and agencies according to their areas of management. Photo: Diep Huong

With that spirit in mind, departments, agencies, and localities must strongly innovate their management thinking. The administrative apparatus must transform towards a service-oriented and development-oriented government. Citizens and businesses must be placed at the center. Their satisfaction is the measure of the effectiveness of state agencies.

Units need to focus on accelerating administrative reforms and improving the investment environment; reviewing and reducing processing times for procedures; and minimizing compliance costs for businesses. The application of information technology and digital transformation must be prioritized. Improvement plans need to be detailed, clearly identifying responsibilities, tasks, timelines, and accountability.

The Standing Vice Chairman of the Provincial People's Committee, Ha Trung Chien, also emphasized that the role of leaders in improving the DCCI index needs to be highlighted. Administrative discipline, public service ethics, and the quality of officials must be tightened and raised. Authorities at all levels will create all conditions to promote production, entrepreneurship, and the development of the private economy.

A view of the conference announcing the results of the Departmental and Local Competitiveness Index (DCCI) of Son La province in 2025. Photo: Diep Huong

For the Provincial Investment, Trade and Tourism Promotion Center, the Standing Vice Chairman of the Provincial People's Committee assigned the task of further refining the DCCI methodology. This methodology needs to be suitable for the new organizational model and development requirements. The Center must strengthen its efforts to monitor and supervise the implementation of improvement plans by its units.

On the part of the business community, Son La province also hopes to continue receiving their support; actively contributing to policy suggestions and reporting difficulties. From there, they can work together with the province to build an increasingly open, transparent, and attractive investment and business environment.

Source: https://daibieunhandan.vn/su-hai-long-lam-thuoc-do-cai-cach-10417877.html