Improve service quality for people and organizations

People look up information at the Provincial Public Administration Service Center.

The results of the 2024 Public Administration Reform Index (PARI) of provinces and cities are divided into 2 groups: Group A achieved results of 90% or more; Group B achieved results from 80% to less than 90%. Group A includes 13 provinces and cities, including Thai Nguyen; the remaining 50 provinces and cities are in Group B.

Accordingly, the PAR Index in 2024 of Thai Nguyen reached 91.47%, an increase of 0.71% compared to 2023 (90.76%) and ranked 5th out of 63 provinces and cities (up 1 place compared to 2023, ranked 6th out of 63). With this result, Thai Nguyen province ranked first (ranked second in 2023) among 14 provinces in the Northern Midlands and Mountains region.

The People's Satisfaction Index with State Administrative Services (SIPAS) of Thai Nguyen province in 2024 reached 90.23% (in 2023 it reached 90.29%), continuing to rank 2nd out of 63 provinces and cities for 3 consecutive years.

The results of the above indicators have affirmed and recognized the great efforts of Party committees and authorities at all levels in administrative reform, improving the quality of service for people and organizations in the province in 2024. Accordingly, the province has organized and implemented many synchronous solutions to implement the Government's comprehensive program on state administrative reform for the period 2021-2030.

Based on the direction of the Provincial People's Committee, departments, branches and district-level People's Committees have issued implementation documents in accordance with the functions and tasks of agencies and units as well as the practical situation. At the same time, sufficient human resources and funding have been arranged to ensure the improvement of the quality of administrative services to meet the needs of organizations and individuals, especially meeting the requirements of online administrative procedure settlement, digitizing records, results of administrative procedure settlement, and connecting administrative procedure records in the digital environment...

People come to resolve administrative procedures at the Department of receiving and returning administrative procedure results of Ban Ngoai commune (Dai Tu).

To improve people's satisfaction with the policy development and implementation of state agencies, departments, branches and localities have expanded information and propaganda channels so that people can easily grasp and contribute constructive opinions on policies and the government can respond and explain the implementation of policies being deployed.

Along with using traditional media such as newspapers, radio - television, electronic information pages, loudspeaker systems in hamlets/residential groups, through meetings, leaflets, brochures..., agencies and units also deploy information provision through social networking applications, provincial applications such as C-Thainguyen, Thainguyen-ID... to convey information to people in a complete and easy-to-understand manner.

Agencies and units regularly review and advise the Chairman of the Provincial People's Committee to issue decisions to reduce and simplify administrative procedures. In 2024, the Chairman of the Provincial People's Committee issued 120 decisions to announce the list of administrative procedures under the management of departments and branches with a total of 1,956 administrative procedures. Of which, 1,008 new administrative procedures were issued and 948 administrative procedures were abolished. The simplification of administrative procedures, reduction of dossier components and processing time, and decentralization of administrative procedure handling have helped people and businesses in the province save a lot of time, effort, and costs when handling administrative procedures, thereby improving the level of satisfaction when handling administrative procedures.

Administrative reform inspection work, especially surprise inspections, has been strengthened, focusing on inspecting the implementation of public duties and handling administrative procedures; promptly correcting and handling harassment and inconvenience to people and businesses in handling administrative procedures.

In 2024, the Provincial Working Group inspected 132 units and localities (1.5 times more than the previous 3 years). Socio-political organizations and people were facilitated to participate in monitoring the team of cadres, civil servants and public employees in the process of performing public duties.

According to the newly announced results of the 2024 Administrative Reform Index, Thai Nguyen province ranked first among 14 provinces in the Northern Midlands and Mountains region.

In order to create a strong change in the awareness and actions of local authorities in building a service-oriented, friendly, modern administration and promoting people's mastery, in 2024, the Department of Home Affairs consulted with the Provincial People's Committee to deploy a pilot model of "Friendly government, people promoting mastery" in 20 communes, wards and towns in the province.

The implementation of the model also contributes to promoting the implementation of regulations on public ethics, office culture, working style, code of conduct; building and implementing the style of "respecting the people, being close to the people, understanding the people, learning from the people and being responsible to the people", "listening to the people, speaking so that the people understand, making the people trust" among cadres and civil servants, especially the heads of agencies and units...

In addition, the process of handling administrative procedures is optimized on the basis of applying information technology; innovating the implementation of the one-stop, one-stop mechanism in handling administrative procedures towards improving service quality; enhancing the implementation of administrative procedures in the electronic environment, ensuring that people and businesses can perform administrative procedures and services anytime, anywhere, regardless of administrative boundaries, on many digital media... are also solutions that have contributed to improving the effectiveness of administrative reform, bringing satisfaction to people and businesses.

With the strong direction of the Party Committee and authorities at all levels of Thai Nguyen province in administrative reform, the level of people's satisfaction with the development and implementation of policies in Thai Nguyen province in 2024 reached 90.19% (an increase of 0.3% compared to 2023); the level of satisfaction with the provision of public administrative services reached 90.28%. The results of the assessment of people's satisfaction have also been motivating administrative agencies to increasingly make efforts and determination in administrative reform...

Based on the results of the announced indicators, the Department of Home Affairs is advising the Provincial People's Committee to analyze the results, and at the same time propose tasks and solutions to overcome shortcomings and limitations, aiming to continue improving the indicators in 2025 and the following years.

Source: https://baothainguyen.vn/thoi-su-thai-nguyen/202504/nang-cao-chat-luong-phuc-vu-nguoi-dan-to-chuc-0993cf5/