Handling Administrative procedure: Improving service quality, increasing satisfaction

(LSO) – With the motto of considering citizen’s satisfaction a measure of service quality, since its establishment up to now, the Provincial Public Administration Service Center (PPASC) has implemented many specific and practical activities to improve the administration of the province. Thereby, the trust and satisfaction of people and organizations in the service of state administrative agencies in the center have been increasingly enhanced.

In the last days of September 2020, presenting at the Provincial Public Administration Service Center, witnessing the eagerness of the people coming to get their administrative procedures handle, we can understand the professional service provided by the civil servants and public employees working here. At 20 counters, the center has arranged a satisfaction survey machine so that citizens can evaluate immediately after finishing the work. Mr. Hoang Minh Truong, Le Hong Phong Street, Tam Thanh Ward, Lang Son City, said “I came here to apply for a permit to construct essential works within the protection scope of road traffic infrastructure. With enthusiastic guidance from the staff here, I have completed the application to submit. The staff are very helpful, so I chose the highest level of satisfaction.”

An officer of the Department of Health processed the administrative procedures for people at the Provincial Public Administration Service Center

According to the center’s data, from 2019 to the end of September 2020, there were 21,626 turns of people, organizations that made the assessment of civil servants and public employees working at the center. In which, the level of high satisfaction is 20,577 times, accounting for 95%. Typically, from the beginning of 2020 up to now, officials from a number of units that have a high rate of satisfaction including the Management Board of Dong Dang – Lang Son Border Gate Economic Zone (100%); Provincial Public Security (100%); Power (98.1%), Department of Home Affairs (97.3%) …

To achieve that result, since its establishment (early 2019) up to now, the leaders of the PPASC have advised the Office of the Provincial People’s Committee to propose to the Chairman of the Provincial People’s Committee to issue regulations on coordination between the center with agencies, organizations and individuals in handling administrative procedure activities. At the same time, 8 departments and branches of the center have started working on every Saturday morning performing 266 administrative procedures. Since 2019, the center has also issued working regulations, manners for civil servants, employees; propagated and thoroughly informed officials, especially civil servants in charge of receiving and returning results of departments and branches on service attitudes, communication skills when working with people and enterprises.

Ms. Dam Thi Lan, an officer receiving and returning the administrative procedure results of the Department of Transportation at the PPASC, shared “Because I was regularly informed, trained and understood the responsibility of a civil servant handling administrative procedures, I have actively further study professional expertise, improved my own level of knowledge. Especially, when citizens have problems in the process of filing administrative procedures, I always help and guide them to the quickest and most convenient solution. Thanks to that, in the two years of  2019 and 2020, I have been rated by the people at the satisfaction level of over 95%.”

Citizens evaluated the satisfaction level on the machine for the staff receiving and returning the results of administrative procedures of the Department of Transportation

In parallel with improving service quality, the center also assigns staff to regularly monitor in the area of receiving and return result. While guiding individuals and organizations to implement administrative procedures, they urge and support staff of departments and branches to operate equipment and software for handling procedures. From the beginning of 2020 to the end of September 2020, the center has processed 32,684 dossiers, of which 13,986 dossiers are due (accounting for 42.79%), 18,645 dossiers are on time (accounting for 57.05%), only 53 dossiers are late (accounting for 0.16%) …

Mr. Bui Duc Trung, Deputy Director of PPASC, said: “In the coming time, we will continue to guarantee good receiving and returning the results of administrative procedure to individuals and organizations in accordance with regulations and progress, further improving the quality of service. In addition, we will strengthen monitoring and urgie civil servants, officials and employees at the center to strictly comply with administrative discipline, civil service and office civilization in resolving administrative procedures. In the near future, from now to the end of 2020, the center will coordinate with the Department of Information and Communications to organize trainings for postal staff on the content of receiving and returning the results of administrative procedures according to the pilot one-door mechanism of departments and branches.