The satisfaction of people and businesses is a measure of performance

With the goal of taking people's satisfaction and businesses as a measure of performance, Quang Ninh province has put the people as the subject of administrative reform. The "barriers" that create people's dissatisfaction with the effectiveness of governance, state management, policy implementation and public service delivery by governments at all levels have been gradually removed. It is also an essential solution for the authorities in the province to improve the trust and satisfaction of the people.

People come to solve administrative procedures at the Modern Receiving and Returning Department, Kim Son Ward, Dong Trieu Town, August 2021

According to the announced results, the Satisfaction Index of people and organizations with the service of state administrative agencies (SIPAS) in 2020 of Dong Trieu Town reached 95.42%, an increase of 0.45% compared to the previous year, 2019. This result has affirmed Dong Trieu's constant efforts in administrative reform, reinforcing the trust of people, organizations and businesses in leadership, management and administration, thereby creating momentum for socio-economic development.

On the basis of the achieved results, in order to continue improving the SIPAS Index, the Party Committees and authorities at all levels in Dong Trieu area are making efforts to build a professional, democratic, modern, streamlined, and effective administration.

Secretary of the Dong Trieu Town Party Committee Nguyen Van Cong emphasized that the Party committees and authorities from the town to the grassroots are actively promoting comprehensively and synchronously the renovation and building a socialist rule of law state of the people, by the people, for the people. Town People's Committees, agencies, units, communes and wards focus on improving the comprehensive quality of administrative reform. In which, the focus is on reforming administrative procedures, improving the effectiveness and efficiency of the operations of the authorities at all levels in the spirit of thoroughness, specificity, clarity of people, transparent tasks, transparent responsibilities, processes, time and efficiency. In particular, in order to best serve people and businesses in the context of the Covid-19 epidemic, the town also promoted the provision of level 3 and 4 online public services and increased the percentage of users. Simultaneously, raising awareness of responsibility, administrative discipline of public servants associated with effective implementation of the town's 2021 work theme is " Maintaining a safe territory and growth momentum in the new normal, accelerating the completion of the goals of building the new countryside and establishing a city associated with budgetary autonomy”.

In the first 8 months of the year, the town's Public Administration Center has received and processed nearly 80,000 dossiers in various fields, of which nearly 21,000 files under the jurisdiction of the town's People's Committee have been resolved, the rate of applications resolved before the due date reached 66.46%. The town has received and processed nearly 16,200 dossiers on the network environment.

Sharing the similarity to Dong Trieu Town, Uong Bi City also promotes the transparency of operational mechanisms and policies of agencies and units, especially in local land use planning, clarifies criteria and standards on mechanisms and policies directly related to beneficiaries. Along with that, relevant levels and sectors also regularly making dialogues with people, organizations, businesses and investors to promptly remove difficulties and obstacles, thereby, strengthening the people's confidence, actively participating in government activities; creating breakthroughs and quickly attracting social investment resources into the city.

Agencies, units, People's Committees of communes and wards in Uong Bi area also strengthen the application of information technology in handling administrative procedures; improve the quality of online public services... In which, by 2021, most of the public services will be provided online at level 4 and will promote the method of receiving dossiers, returning administrative settlement results via public postal service; strive until the end of the year to have 210 newly established enterprises and business households using invoices.

A representative of the Provincial Investment Promotion Agency (IPA) analyzes the DDCI index of Uong Bi City in 2020, August 2021.

Not only in Dong Trieu and Uong Bi, all levels, branches and localities throughout the province have shown their determination to carry out reforms in activities and administrative procedures, in order to build a service administration, bringing satisfaction to people and businesses, thereby creating new breakthroughs in development. Although for 2 consecutive years (2019, 2020) Quang Ninh has achieved the leading position in the ranking of the SIPAS Index with 5/5 criteria having a satisfaction rating rate of over 90%, but the province does not rest on victory.

To implement administrative reform for 2021, the province soon issued Decision No. 4755/QD-UBND dated December 23, 2020 on promulgating the Quang Ninh Provincial administrative reform Plan in 2021. On that basis, 100% of agencies, units and localities in the province have issued implementation plans, ensuring that they are suitable to the actual situation. In which, the heads of the Party committees, agencies and units highlighted the roles and responsibilities in the implementation; Public servants and employees and the entire people raise awareness, and responsibility about the meaning, importance, goals and impacts of administrative reform on the socio-economic development process of the province.

Up to now, the average time to handle administrative procedures at the Provincial Public Administration Service Center has decreased by 45% compared to the regulations of the Central Government; 74% of administrative cases are resolved by the "5-on-the-spot" process at the provincial level, 90-100% at the district level. The time to settle administrative procedures is shortened, creating convenience and transparency for businesses and people. As a result, the satisfaction level of people and organizations continued to improve significantly, reaching 99.7% at the provincial level, 99.9% at the district level.

Mr. Ta Duc Quyet, Vice Chairman of the Provincial Business Association, shared: Although the Covid-19 epidemic situation has been complicated since the beginning of the year, the settlement of administrative procedures for businesses and people is still thoughtfully implemented by all departments and agencies. The business community is very satisfied and highly appreciates the administrative reform work of the province.