People are increasingly satisfied with administrative agencies.

Minister of Home Affairs Pham Thi Thanh Tra announced the results of SIPAS 2024 - Photo: VGP/NB

At the regular Government meeting in March 2025 and the Government's online conference with localities, Minister of Home Affairs Pham Thi Thanh Tra reported and announced the results and rankings of the People's Satisfaction Index for the services of state administrative agencies in 2024 and the Administrative Reform Index in 2024 of the People's Committees of provinces and centrally run cities.

According to Minister Pham Thi Thanh Tra, 2024 is the 8th year that the Ministry of Home Affairs has implemented the measurement and determination of the People's Satisfaction Index for the Services of State Administrative Agencies (SIPAS) to objectively assess the quality of services provided to people by state administrative agencies, contributing to building a service-oriented, people-centered, open, transparent, and accountable administration according to the goals of the Government's 2021-2030 Comprehensive Program on State Administrative Reform.

SIPAS 2024 increased by 1.28% compared to 2023

To implement the determination of SIPAS 2024, based on the approved criteria and measurement methods, the Ministry of Home Affairs chaired and coordinated with the Standing Committee of the Central Committee of the Vietnam Fatherland Front, the Central Committee of the Vietnam Veterans Association and the Vietnam Post Corporation to conduct a survey of the opinions of 36,525 people in 195 district-level administrative units, 385 commune-level administrative units and 1,170 villages, hamlets, residential groups and neighborhoods.

From the feedback of 36,525 people, the Ministry of Home Affairs has compiled, analyzed data and determined the People's Satisfaction Index for the services of state administrative agencies in 2024. This is a set of indexes including 42 indicators reflecting opinions and assessments; 51 indicators reflecting the level of satisfaction and 10 indicators reflecting the needs and expectations of the people.

The Minister of Home Affairs informed that the average SIPAS in 2024 was 83.94%, an increase of 1.28% compared to 2023. Of which, the 5 provinces and cities with the highest SIPAS 2024 results are: Hai Phong, Thai Nguyen, Hai Duong, Quang Ninh, Ba Ria - Vung Tau; the 5 lowest provinces are Bac Kan, Lang Son, Quang Nam, An Giang and Quang Ngai.

People's satisfaction with policy formulation and implementation in general in 2024 reached 83.84%, an increase of 1.35% compared to 2023; results among provinces and cities ranged from 78.16% - 90.59%.

Of which, people are satisfied with the following 4 assessed contents of policy development and implementation: Satisfaction level with the government's accountability for policies (83.4%); satisfaction level with the opportunity for people to participate in the policy development and implementation process (83.21%); satisfaction level with the quality of policy implementation by the government (83.81%); satisfaction level with the results and impacts of policies (84.07%).

The satisfaction level with public administrative service provision in 2024 will reach 84.09%, an increase of 1.12% compared to 2023; the results among provinces and cities range from 78.18 - 92%.

Satisfaction level for each specific content: Satisfaction level with service access (84.27%); satisfaction level with administrative procedures (84.23%); satisfaction level with civil servants (84.29%); Satisfaction level with service results (84.12%); satisfaction level with receiving and handling people's feedback and recommendations (83.5%).

The 5 provinces and cities with the highest level of satisfaction with the provision of public services are Hai Duong, Hai Phong, Quang Ninh, Thai Nguyen, Ba Ria - Vung Tau; the 5 provinces and cities with the lowest level of satisfaction with the provision of public services are Bac Kan, Lang Son, Quang Nam, An Giang, Dak Lak.

People are more interested in policies but their participation in giving opinions is not high.

From the results of measuring people's satisfaction in 2024, Minister Pham Thi Thanh Tra also noted some noteworthy information. That is, people surveyed nationwide are interested in policies at a fairly high level, ranging from 77.88% - 82.60% (an increase of nearly 2% compared to 2023). Of which, social order and safety policy is the most interested policy and economic development policy is the least interested policy. Compared to 2023, household electricity policy is also one of the two most interested policies.

However, the level of people's willingness to participate in giving opinions on policies is not high. The form of sending opinion forms to homes and agencies received the highest support, but only 39.14% of people surveyed were willing to participate in giving opinions through this form. Only 9.53% of people surveyed were willing to participate in giving opinions on policies online.

Notably, the level of people's willingness to contribute ideas to policies online on the website, only 01 locality reached 44.79%, the rest of 62 provinces were in the range of 1.24% - 20%.

Similarly, the level of people's willingness to participate in giving opinions on policies online on social platforms such as Zalo and Facebook, only 2 localities reached over 30%, the rest of 61 provinces were in the range of 2.27% - 29.68%.

Regarding the quality of service provided by civil servants, 90.06% said that there were no civil servants causing trouble or harassment; 8.98% said that there were some civil servants causing trouble or harassment, and 0.96% said that there were many civil servants causing trouble or harassment.

In addition, the 3 contents that people expect the most are: Improving the capacity of civil servants in solving work for people, with 66.56% of people participating in the survey choosing; improving the spirit and service attitude of civil servants towards people, with 63.10% of people participating in the survey choosing; and improving the openness and transparency in providing information to people, with 59.42% of people participating in the survey choosing.

People's needs and expectations for the services of local state administrative agencies have large differences, with the difference in the percentage of people having the same choice between provinces and cities ranging from 25.98% - 45.33%.

In general, the SIPAS 2024 results have recorded great efforts by local authorities at all levels in implementing solutions to improve service quality for people.

Over the years, the People's Satisfaction Index has brought about positive results and impacts for both state agencies and people; providing a basis for state agencies to determine the current situation, implement specific measures, promote the reform process, and improve service quality.

The team of civil servants is gradually changing their awareness, thinking and actions towards caring for the interests and satisfaction of the people and meeting their needs and expectations.

People and society are gradually paying more attention, supporting, monitoring, and giving more positive feedback to state agencies to build a service-oriented, people-centered administration, and improve people's satisfaction.

Thu Giang

Source: https://baochinhphu.vn/nguoi-dan-ngay-cang-hai-long-voi-co-quan-hanh-chinh-102250406104559899.htm