Applying science and technology to resolve complaints and denunciations

Promote the application of information technology in citizen reception management.

The Government's report on citizen reception, settlement of administrative complaints and denunciations (KNTC) in 2024 shows that administrative agencies have processed 327,677/334,878 received applications; 256,550 applications are eligible for processing, of which 38,929 are complaints, 20,409 are denunciations; 24,969 KNTC cases are under their jurisdiction.

According to the assessment of the National Assembly's Law Committee, the number of petitions eligible for processing in 2024 in ministries and branches is 52.1%, in the Government Inspectorate is 34.4%, and in 45/63 localities is 85.1%. The Government is requested to clarify the reasons why the number of petitions not eligible for processing in central ministries and branches, especially in the Government Inspectorate, is much higher than in localities.

Ms. Le Thi Nga - Chairwoman of the National Assembly's Judicial Committee raised the issue: Correct complaints accounted for 18%, correct denunciations accounted for 37.4%. This shows that the administrative handling of agencies that receive complaints from people is somewhat not good. Therefore, it is necessary to improve the quality of agencies' operations.

According to Ms. Nga, when there is a complaint, people often photocopy many applications to send to agencies. Therefore, it is necessary to handle complaints using unified software nationwide to filter duplicate applications, to know which applications have been resolved, which are being resolved and at what stage?

The issue raised by Ms. Nga is not new. Currently, some localities have applied software in handling complaints. For example, the Ho Chi Minh City People's Committee has just launched and applied the Complaint Management System software to improve the efficiency of handling and resolving complaints in Ho Chi Minh City. Binh Thuan province has also applied the Complaint Management software to serve the management of complaints.

Da Nang City has issued Decision No. 2609 on promulgating the Regulations on management and use of database system software to manage citizen reception, handling of petitions, complaints, recommendations and reflections in Da Nang City.

However, the problem lies in connecting the database to know the “path” of the petition. Which petition has been resolved, is being resolved, how far it has been resolved... to avoid going around in circles, wasting human and financial resources...

Ms. Nguyen Thanh Hai - Head of the Delegation Affairs Committee of the National Assembly Standing Committee said that building software to manage complaints and petitions connected with localities has made "many generations" of the Government Inspector General concerned. Because when this software is available, complaints and petitions will be reduced, because we will know which petitions have been resolved, not resolved, or stopped being resolved... Otherwise, when people do not agree and continue to send petitions, when we receive them, we will handle them according to the original procedure.

Ms. Hai also pointed out that the Petition Committee under the National Assembly Standing Committee currently has software for managing petitions and complaints and software for managing voters' petitions, and connects to the National Assembly delegations so that the National Assembly delegations can update the situation. However, from a national perspective, this is only on the elected bloc channel, but what about the inspection bloc channel, the inspection of provinces and cities, to what extent, and to what extent are the exploitation rights granted?

“For example, National Assembly deputies can be granted permission to use and know when receiving a complaint letter, and see on the Government Inspectorate's system that it has been clearly stated that this letter has been accepted and processed by the local government, then the National Assembly deputies can grasp the information to not forward the letter anymore,” said Ms. Hai.

Meanwhile, Mr. Nguyen Ngoc Son - Standing Member of the National Assembly's Committee on Science, Technology and Environment said that on the occasion of the 79th anniversary of the National Day of the Socialist Republic of Vietnam (September 2, 1945 - September 2, 2024), General Secretary and President To Lam wrote an article: "Digital transformation - An important driving force for developing productive forces, perfecting production relations, bringing the country into a new era". In which, the General Secretary and President requested to synchronously connect national databases on population, land, and enterprises, creating a foundation for streamlining the apparatus and reforming administrative procedures substantially.

“The database must be connected and interconnected. Currently, the software for monitoring and processing complaints and petitions has been deployed but is not yet synchronized. One petition is processed by many agencies, so it is a roundabout process. Therefore, it must be integrated, the software must have evaluation and analysis,” Mr. Son emphasized.

Questioning the Government Inspector General Doan Hong Phong at the National Assembly Standing Committee, delegate Dieu Huynh Sang (Binh Phuoc Delegation) also reflected: Currently, each agency is using its own software and database on complaints and denunciations, without any interconnection. This causes difficulties in monitoring and supervising the handling of citizens' petitions, especially between central and local agencies.

Regarding the above issue, Government Inspector General Doan Hong Phong said that the application of information technology in receiving citizens and resolving complaints and denunciations has been identified by the Government as one of the key tasks of State administrative reform and has been focused on by leaders and directions at all levels and sectors in recent times.

However, according to Mr. Phong, the application of information technology in this work is still difficult and inadequate, such as: not meeting the requirements of connecting data nationwide and connecting within the system of Party agencies, the National Assembly, the Government and judicial agencies, and the Vietnam Fatherland Front.

“Localities, ministries and sectors have not regularly updated data into the national database on KNTC developed and being deployed by the Government Inspectorate. Some agencies, ministries and sectors use their own software but do not have interconnectivity. The application of information technology requires large investments in financial and human resources, while the actual conditions in some ministries, sectors and many localities are still limited,” said Mr. Phong.

Regarding solutions, Mr. Phong said that he will continue to advise the Government and the Prime Minister to lead and direct the application of information technology in citizen reception and complaint settlement on four main contents.

Accordingly, research, invest, upgrade, and complete the national database on KNTC. Direct ministries, branches, and localities to regularly update data into the system. In case there is separate software, it must coordinate to connect with the national database system that the Government Inspectorate is implementing... At the same time, the Government Inspectorate will advise the Government and the Prime Minister to put the national database on KNTC into a branch of Project 06 for nationwide connection.

Source: https://daidoanket.vn/ung-dung-khoa-hoc-cong-nghe-de-giai-quyet-khieu-nai-to-cao-10291373.html