Binh Duong leads the satisfaction index in the Southeast region

Administrative Reform Steering Committee of the Government held an online conference to announce the people and organizations' satisfaction index of Public Administrative Services (SIPAS index) in 2019. This was the 3rd year that the Central assessed and announced the SIPAS index. Accordingly, Binh Duong leads the Southeast provinces in SIPAS Index.

In 2019, the Central Government appreciated Binh Duong for investing in material facilities and equipment to serve the people and organizations in resolving administrative procedures. In photo: Provincial Department of Planning and Investment staff processed online applications of administrative procedures.

Binh Duong exceeds the goal

SIPAS in 2019 of Binh Duong province reached 88.02%, ranked 13/63 provinces and cities across the country (up 2.99% and up 10 places compared to 2018). SIPAS 2018 results in Binh Duong province reached 85.03%, ranked 23/63. In 2017, it reached 79.58%, ranked 33/63. The Central Government assessed that Binh Duong was one of 41 provinces with an increase in SIPAS 2019 compared to SIPAS 2018 and one of 25 provinces with a sustainable increase in SIPAS over the years (from 2017 to 2019).

The published report also shows that 35/63 provinces and cities increased unsustainably and 3/63 provinces and cities gradually decreased over the years. The goal of the Government's  administrative procedure reform plan until 2020 is to have 80% or more of satisfaction index. The administrative procedure reform plan of Binh Duong province also aims at 80% or more of satisfaction index by 2020. Thus, SIPAS result of Binh Duong increased steadily over 3 years and exceeded the target of 8.02%.

In the group of Southeastern provinces, in 2019, Binh Duong province was ranked 1/8 of provinces and cities (in 2018 ranked 2/8, after Dong Nai province). In the group of provincial-level administrative units of class 2, Binh Duong was ranked 7/38 provinces and cities (in 2018 ranked 12/38 provinces and cities). Satisfactory level of evaluation components of Binh Duong province in 2019 had 4/5 factors increasing in result and ranking compared to 2018.

In 2019, administrative procedure settlement results was the highest among the five groups of factors and the only factor with a satisfactory level of over 90%. Administrative procedures were open, transparent, and gained good reviews from people and organizations. In 2019, 100% of people and organizations as respondents answered that agencies and local governments informed and apologized when administrative procedure results were late (in 2018, was only 70.83%). Civil servants, agencies and local governments continued to receive high assessment (89.29%). The most prominent is the spirit, service attitude as well as the enthusiasm in guiding and instructing people and organizing to implement administrative procedures.

According to the announced results of the Central, most measurement factors in 2019 increased compared to 2018, especially material facilities, equipment for people and organizations in OSS divisions were invested and upgraded by local authorities spaciously and modernly. Among the measurement factors, the factor of receiving, handling comments, feedbacks and recommendations in 2019 saw a decrease compared to 2018 and reached less than 80% (79.84%). Although the factor of material facilities of 2019 increased compared to 2018, there were still 22.76% of people and organizations that proposed to improve facilities and modernize equipment to serve the people and organizations.

There were still 21.71% of the people and organizations answered that they had to visit 3 or 4 times to solve dossiers. A small portion of civil servants was still troublesome (2019 was 0.21%; 2018 was 1.26%) and there was a suggestion to pay additional to fees (2019 was 0.21%; 2018 was 0.63% ). The proportion of people and businesses that find out information about administrative procedures via the internet was still low (4.18% in 2019; 4.81% in 2018) compared to other conventional methods such as coming directly to OSS divisions, directly asking civil servants or through their family, friends…

Solutions implemented in 2020

In the coming time, provincial Public Administration Center will counsel specialized agencies to determine the results and effectiveness of administrative procedures of agencies and local governments as the responsibility of the head and criteria for evaluating the level of task completion. In addition, to resolutely resolve cases of intentionally causing difficulties, obstacles, corruptions of civil servants and officials in resolving administrative procedures; review and boldly simplify administrative procedures in terms of procedures, components of documents, and processing time; regularly monitor, update and publicize administrative procedures at OSS sections as well as provincial public service official website when there is a change so that people and businesses are able to promptly understand and implement.

In addition to the annual solutions, civil servants at OSS sections must ensure the prescribed standards and be sent to professional training courses about solving administrative procedures and office culture every year. Furthermore, attention should be paid to the implementation of online administrative procedures and public postal services to save travel time for administrative procedures as well as utilities to make online payment of fees, charges, and returning results at home.

The next solution is to publicize addresses receiving feedbacks and recommendations of administrative control agencies, agencies directly handling administrative procedures, promptly and actively handling or collaborating to promptly handle feedbacks and recommendations of people and organizations. Agencies and units actively and deeply communicate to people and businesses about the purpose, meaning, ways of administrative reform to join hands, report properly strengths and limitations to overcome so that the results of administrative procedure settlement in the province will get more satisfaction from the people and organizations in the future.

SIPAS index of Binh Duong in 2019 (13/63) are similar to the results of some other indexes such as PCI (13/63), PAPI (25/63), PARI (17/63), especially administrative procedure reform of Binh Duong with the 2019 indexes all show similar groups of factors with improvements over the years, such as informal fees, the time spent on administrative procedures decreased significantly. Regarding the subjects of the survey, SIPAS index has people and businesses implementing administrative procedures; PCI index has businesses, PAPI has people at the grassroots level, PARI has leaders, officials, civil servants, People's Council deputies, people, businesses at provincial, district and commune levels as subjects. Some criteria related to administrative procedure reform in 2019 of Binh Duong province are uniform and have improvements. This shows the agreement, unity of the subjects and the authorities in administrative procedure settlement for people and businesses in Binh Duong province.

Reported by Hung Son - Translated by Ngoc Huynh

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