Promoting human factor in administrative procedures reform

The application of information technology and ISO standard in administrative procedures (AP) settling has created many advantages for people and businesses. However, to improve customers’ satisfaction, officials settling AP have to wholeheartedly and enthusiastically instruct, address arising problems.

When arriving at Di An town People's Committee Office, many people are pleased with friendly, enthusiastic staff of files receiving and returning division. Public servant Bui Thi Kim Nguyen is an example. Although the office has applied ISO system in solving AP, many people have not been updated. To resolve difficulties of the people, she has explained carefully new procedures as a public relation official. Ms. Nguyen said: “To enhance AP reform, officials have to be enthusiastic, dedicated, understanding difficulties, aspirations of people to give proper instructions…”

People’s AP files have been solved quickly at People's Committee Office of An Binh ward, Di An town.

Not only in Di An town, image of dedicated public servants following uncle Ho’s teaching to be honest, responsible, and stick with people in many other localities has been promoted. At People's Committee Office of Thuan Giao ward, Thuan An town, public servants responsible for addressing people’s AP have been instructed wholeheartedly people to complete AP, although the daily number of APs is averagely 1,000. Mr. Nguyen Van Huu, Vice Charman of Thuan Giao ward People's Committee, said: “Because this is a heavily populated locality, we have assigned officials to receive and solve AP for people even when having meetings…” Every day, Mr. Huu has to sign over 1,000 signatures for AP. He said: “That is normal. Many times I have to sign in meetings to return AP files timely to people. People are happy, I feel happy too”. 

In solving AP, human is an important factor. Officials directly receiving and returning AP files will determine people’s satisfaction. Mr. Tran Van Hoanh, Head of Interior division of Thuan An town, said, local Party and government have defined human as an important factor in AP reform. Therefore, AP receiving and returning division at municipal People's Committee Office has paid much attention to renovation, improving qualifications of cadres and civil servants, especially, competence, qualification, morals, behaviors of public servants to give further training.

Uncle Ho once said, public servants have to be close to the people in order to train, correct working style and methods. In addition, cadres must fight against arbitrary behaviors, subjective attitudes, and disregard for people. roles and responsibilities of public servants are being close to the people, understand people, listen to people, and help people. Therefore, public servants directly solving people’s AP have to follow his words to serve the people, contributing to promoting AP reform.

Reported by H.Van – Translated by Ngoc Huynh