The plan seeks to strengthen the responsibility of officials, public servants, and employees by linking their performance with the satisfaction of citizens and organizations. The results will serve as an important criterion to assess work effectiveness and service attitude and to build trust in state administration at all levels.
Survey subjects
For departments and equivalent agencies, respondents include household representatives aged 18 and above and individuals or organizational representatives who completed administrative procedures at state agencies from March 1, 2025, to the time of the survey.
For commune and ward People's Committees, respondents include household representatives aged 18 and above and individuals or organizational representatives who completed administrative procedures at local authorities from July 1, 2025, to the time of the survey.
Timeline, scope and questionnaire
The survey will take place in November and December 2025 at 14 departments and equivalent agencies and at 126 commune- and ward People's Committees.
The questionnaire, scales, calculation formulas and ranking method for the 2025 SIPAS index were developed based on criteria and factors measuring satisfaction among citizens and organizations.
Indicators
The indicators include a group measuring satisfaction with administrative services by criteria, factors, and content and a group measuring needs and expectations of citizens and organizations.
Sample size and sampling
For departments and equivalent agencies, sample size is determined based on organizational structure and functions after restructuring on March 1, 2025, the number of completed administrative transactions as of October 31, 2025, and the level of public interest in each sector. A total of 990 questionnaires will be collected from this group.
For commune and ward People's Committees, sample size is based on population size, rural or urban classification, organizational structure and functions after the transition to the two-tier local government model on July 1, 2025, and the number of completed administrative transactions as of October 31, 2025. A total of 9,000 questionnaires will be collected.
Survey methods
Online surveys will be conducted both with identified and anonymous respondents through the city's online survey system. Citizens will access the questionnaire via link or QR code on the city's administrative reform portal.
Direct surveys include distributing paper questionnaires to household representatives in residential areas using lists provided by local authorities. Questionnaires will also be given to citizens and organizations using services at the City Public Administrative Service Center or administrative service offices of departments, sectors, and 126 commune and ward People's Committees.
Investigators will also distribute questionnaires to citizens and organizational representatives who completed administrative transactions at city agencies from March 1, 2025, for departments and from July 1, 2025, for commune and ward authorities. Direct online surveys will involve investigators inviting residents at survey points or in residential areas and guiding them to access the link or QR code to complete the questionnaire on the administrative reform portal.
SIPAS ranking
Departments and equivalent agencies will be ranked in three levels: A for satisfaction of 90% and above, B for satisfaction from 80% to below 90%, and C for satisfaction below 80%.
Commune and ward People's Committees will be grouped into communes and wards, with each group assessed using the same A, B, and C ranking levels.