Survey on people’s satisfaction with services of state agencies (21:33 08/08/2018)


HNP - The Ha Noi People’s Committee issued Decision No. 4003/QD-UBND dated August 6 on plan to measure satisfaction of people and organizations with services of Ha Noi’s state agencies in the 2018-2020 period.


Accordingly, along with measuring satisfaction of people and organizations with services of Ha Noi’s state agencies, the city can measure satisfaction with services in particular key and livelihood sectors which directly involve rights and benefits of individuals and organizations; conduct survey, collect feedback of the people and organizations on service quality at One Stop Shop sections of agencies and units after people or representatives of organizations complete transfer and receive result.

Objects of the survey are people and representatives of the organizations that directly have exchanges and receive result of administrative procedures/services.

The measurement of satisfaction with state agencies of Ha Noi, and satisfaction with services in particular sectors is implemented according to 22 criteria stipulated in Decision No. 2640/QD-BNV dated October 10, 2017 of the Ministry of Home Affairs on approving project on measuring satisfaction of people and organizations with services of state agencies in the 2017-2020 period.

For measurement of people’s satisfaction in agencies and units: the agencies and units shall conduct survey according to criteria stipulated in brief form issued in association with this decision. They can add proper criteria and questions.

For measurement of satisfaction with services of state agencies of Ha Noi, and measurement of satisfaction with services in several important sectors/ procedures: Ha Noi organizes one survey annually to measure satisfaction of the people and organizations; the survey is conducted in city’s Departments, agencies of the same level, People’s Committees of districts and towns, and is integrated with outcome of results of the sociological survey on Public Administrative Reform index of departments, agencies of the same level, People’s Committees of districts and towns. The city also periodically implements survey, measures satisfaction with services in the key areas or procedures, urgent livelihood affair which are directly related to rights and interests of individuals and organizations according to management requirements.

Measuring the satisfaction of people and organizations with services of People’s Committees of communes, wards and townships is encouraged.
People’s Committees of districts and towns are in charge of conducting the survey, measuring satisfaction of the people and organizations with services of subordinate People’s Committees of communes, wards and townships.

Survey is conducted by direct interview with the people or survey questionnaires. Officers directly talk with people, give survey questionnaires to get information and collect them. In necessary cases, the city can cooperate with the Ha Noi Post Office to provide and collect the questionnaires.

For the agencies and units which conduct survey themselves, collect feedback of the people and organizations at One Stop Shop sections when the people/ representatives of organizations complete transfer and receive result: the survey is implemented after returning result of administrative procedures; officers of One Stop Shop sections give questionnaires to the people, and guide them how to complete them and put into the box.

If electronic devices to assess satisfaction are set up at the One Stop Shop, survey is conducted with the devices.

Apart from these methods, the agencies and units can use other methods, such as sending questionnaires via postal service, via e-mail, conducting online survey on portals or websites of the agencies and units.


By Mai Phuong


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