Ho Chi Minh City: Satisfaction index on receiving and handling administrative procedures in electronic environment reaches 95%

The Ho Chi Minh City People's Committee Office said that the satisfaction index for receiving and handling administrative procedures in the electronic environment recently reached 95% and recommended that relevant units make adjustments to achieve higher satisfaction index results.

The National Public Service Portal compiles statistics on the service index for citizens and businesses of units under the People's Committee of Ho Chi Minh City. Photo: Quang Phuong, screenshot taken on October 18.

The Office of the People's Committee of Ho Chi Minh City has just issued Notice No. 482/TB-VP on the results of the set of indicators for directing, managing, and evaluating the quality of service to citizens and businesses in the implementation of administrative procedures and public services based on the time taken on the electronic environment of Ho Chi Minh City on the National Public Service Portal (DVCQG, week 41).

Accordingly, (results extracted at 1 PM on October 13th) show that Ho Chi Minh City ranked 32nd out of 35 with a total score of 80.62 points (76.96 points last week). Specifically, transparency and openness scored 15.01 points (15.16/18 points last week): On-time publication rate: 50.16%, on-time update and public disclosure rate: 63.1%, rate of full disclosure of required information: 100% (2,254 procedures); synchronized files uploaded to the National Public Service Portal: 10,554,782 synchronized files.

Progress of processing: 18.36 points (last week: 18.3/20 points). The city's on-time processing rate reached a medium-high level of approximately 93,475. Data from the Department of Finance did not record any data generated on the National Public Service Portal (currently, most financial-related applications are processed through the Ministry of Finance 's specialized system). Units are still processing applications overdue.

Staff at the Tan Nhon Phu Ward Public Administrative Service Center advise and answer questions regarding procedures for obtaining house numbers for residents. Photo: Quang Phuong

Regarding satisfaction levels: 17.94 points (last week 17.94/18 points): Satisfaction rate in handling feedback and suggestions: 99.0%; satisfaction rate in receiving and resolving administrative procedures: 91.79%...

Digitalization of records: 13.3 points (last week: 11.2/22 points): Rate of electronically processed records: 69.52%; rate of digitized administrative procedures and their resolution results: 65.64%; rate of exploitation and reuse of digitized data: 16.78% (259,886 records)...

According to the City People's Committee Office, the ranking was one position lower than the previous month due to several difficulties, such as: city departments and agencies not promptly advising on and publishing administrative procedures according to the prescribed schedule, leading to the National Public Service Portal reviewing and recording the city's delay in publishing administrative procedures as required; incomplete data on synchronized records on the National Public Service Portal, and inconsistent reports from agencies and units with updated data on the National Public Service Portal.

The Office of the People's Committee of Ho Chi Minh City requests relevant units to overcome obstacles and limitations in order to achieve higher satisfaction rates in the handling of administrative procedures.

In addition, there are still many overdue applications at agencies and units, and the backlog of applications affects the scores; there is still a situation of delayed application processing on the National Public Service Portal; the dissemination of information on online payment of fees and charges has not been widespread among the general public and society; on the other hand, the infrastructure and equipment for online payment are not yet truly convenient for people to access.

Furthermore, delays in receiving applications, overdue processing, and results delivered beyond the stipulated timeframe negatively impact the trust of citizens and businesses when using online administrative procedures and public services. This is reflected in the fact that the satisfaction index regarding the receipt and processing of administrative procedures is not yet as high as expected (above 95%).

To address these shortcomings, the Office of the People's Committee of Ho Chi Minh City requests that city departments and agencies promptly advise on and publish administrative procedures within the prescribed timeframe; units should focus on resolving outstanding cases and receiving applications on the National Public Service Portal within the prescribed time; and promote the dissemination of information on online payment of fees and charges when carrying out administrative procedures.

The Ho Chi Minh City Center for Digital Transformation is requested to complete the city's administrative procedure information system, update statistical features, track the receipt, processing, and delivery of application results, and synchronize system data with the National Public Service Portal; ensuring the full utilization of digitized data, the reuse of digital documents and files, and the issuance of electronic results when delivering administrative procedure results electronically.

Source: https://daibieunhandan.vn/tp-ho-chi-minh-chi-so-hai-long-ve-tiep-nhan-giai-quyet-thu-tuc-hanh-chinh-tren-moi-truong-dien-tu-dat-95-10390860.html