Hanoi residents, business not entirely satisfied with public services

06:00 | 11/09/2021 Society

(VEN) - Hanoi’s 2020 Satisfaction Index of Public Administrative Services (SIPAS) reached 85.15 percent, ranking 33rd among 63 provinces and cities nationwide. In an effort to improve the index, the municipal people’s committee requires relevant units to effectively operate the one-stop-shop and inter-agency one-stop-shop mechanisms.

Limitations remain

The results of a survey conducted by the Ministry of Home Affairs show that although Hanoi moved ahead 19 places compared with 2019, some of its performance remained poorer than the country’s average, for example access to public services and progress in dealing with administrative procedures. Notably, the capital received its lowest marks for its handling of feedback from individuals and organizations, and protection of natural resources and the environment.

hanoi residents business not entirely satisfied with public services

In implementing the plan to enhance the 2020 SIPAS, some units did not accomplish their assignments and failed to pay adequate attention to dealing with administrative procedures and operating the one-stop-shop and inter-agency one-stop-shop mechanisms. Some administrative procedures were not made public according to existing regulations. Moreover, the equipment of one-stop-shop facilities remains insufficient to support individuals and organizations in implementing administrative procedures.

Some administrative procedures related to land and construction remain complex, wasting time and incurring costs for individuals, organizations and businesses.

One-stop-shop mechanism

According to Dr. Vo Hai Long, Deputy Director of the Hanoi Institute for Socioeconomic Development Studies, to achieve higher satisfaction of individuals and organizations with public services, Hanoi needs to raise the sense of responsibility of state officials and increase transparency of state management.

hanoi residents business not entirely satisfied with public services

Dr. Long emphasized that it is necessary to increase the role and responsibility of the heads of state management units. In his opinion, the capital should provide more public services online, while intensifying information dissemination to guide access to online public services. He also indicated the need to ensure that Hanoi has qualified officials to deal with citizen complaints and criticism.

Hanoi People’s Committee Chair Chu Ngoc Anh has required the city’s departments, sectors and people’s committees of districts and towns to propose solutions for overcoming these shortcomings and fulfill their assignments under the plan for Hanoi’s SIPAS enhancement in 2021 and the 2021-2026 period. One-stop-shop and inter-agency one-stop-shop mechanisms must be effectively operated according to government regulations. Information technology application must be intensified in management and dealing with administrative procedures. It is necessary to ensure effective operation of the TCVN ISO 9001:2015 quality management system at all departments, sectors, and the people’s committees of districts and communes.

The Chair of the Hanoi People’s Committee recently signed Decision 3829/QD-UBND establishing a working group on improving the city’s Provincial Governance and Public Administration Performance Index (PAPI) and SIPAS in the 2021-2025 period. The working group is responsible for coordinating with relevant units to provide consultancy for the Chair of the Hanoi’s People’s Committee on measures to improve the two indexes.

These efforts are expected to enhance Hanoi’s competitiveness compared with other localities nationwide.

Nguyen Hanh