Accordingly, in order to effectively measure and define people and organization satisfaction with services of state agencies, the ministries, sectors and localities are urged to take actions as follows.
Ministry of Home Affairs in cooperation with the Government’s Office, experts and scientists study, build and approve project “Measure people, organization satisfaction with services of state agencies in the period of 2016 to 2020”, striving to make it more practically and efficiently; apply the model further and extend relevant administrative procedures, hence solving shortcomings in measuring people, organization satisfaction with the state agencies’ services.
Based on the approved project, Ministry of Home Affairs, ministries, sectors and localities annually assess satisfaction of the people and organizations in national, sectoral and local scopes. Through the assessment, authorities expect to detect shortcomings in state agencies’ services and understand people’s demand, hence defining measures to handle the problems, enhance service quality and fulfill people’s requests.
State administrative agencies, Viet Nam Fatherland Front Committee and Viet Nam Veterans’ Association at all levels closely cooperate during the implementation process.
Ministries, sectors and localities allocate human resources and budget to measure satisfaction of the people and organizations in national, sectoral and local scopes. They also conduct popularization to highlight the importance of citizen satisfaction assessment, which will help state agencies to understand demand and feedback of the people and organizations, improve service quality and administration, and create favorable conditions for people, organizations to express their opinion and supervise the making and implementation of policies, especially in the field of public services.
Ministries, sectors and localities use assessment result effectively, take measures to improve quality of services for people and organizations, and combine the assessment result with Administrative Reform Index of ministries, sectors and localities. Performance of ministries, sectors and localities will be evaluated on the basis of people and organization satisfaction.