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Breakthrough in PAR: emphasizing people's satisfaction

With the efforts of the entire political system, in 2017, Dong Nai moved up to the 3rd position in the PAR index and was especially appreciated in procedural reform. In addition to improving the PAR index, the growth in both sets of indicators including the Provincial Competitiveness Index (PCI) and the Performance Indicator for Public Administration and Governance (PAPI) also expresses the work performance. The work of PAR in the province is more and more pragmatic in maximizing the benefits for people and businesses.


​Considering the satisfaction of the people and enterprises the measure in fulfilling the tasks of civil servants as well as the results of the PAR implementation, the province has recently adopted many models to bring about more convenience to improve the level of satisfaction of people and enterprises when implementing administrative procedures.

Effective application of information technology

One of the most outstanding achievements in PAR of the province for the past time is the official launch of the Public Administration Center. This is considered the most convenient combination for people and businesses when carrying out administrative procedures with 43 reception counters of departments and specialized units. In particular, the robust application of information technology and many other unique utilities have helped people save considerable time in procedures, thereby increasing the level of satisfaction with the public administration. Initially, people and enterprises have positive feedback on the utilities provided by the Public Administration Center, such as the announcement of the administrative procedure clearance through Zalo, the introduction of the public administrative center 1022, home delivery services...

Working at FDI enterprises, Mr. Tran Thanh Phung (Hyosung Dong Nai Company, Nhon Trach District) often visits the Public Administration Center to register work permits for foreigners working for the enterprise. However, in recent times, he has saved considerable time and travel expenses as e-passport applications, temporary residence registration for foreigners are carried out faster and more conveniently. "We have updated this procedure on the internet so I just need to visit the Public Administration Center once to finish everything, which is very convenient for the business. This also shows that the province is trying to implement the government commitment to accompanying the business," said Mr. Phung. 

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Officials are supporting the people in administrative procedures at the Provincial Public Administration Center. 
Director of the Center for Public Administration Nguyen Thi Thanh Thao said that up to now, there have been more than 25,000 users on the Zalo system searching for information on administrative procedures. That affirms people and businesses are very interested in applying social networking to the implementation of administrative procedures.
 
Ms. Nguyen Bao Thanh, a resident of Quarter 4, Tan Phu Town said that the adoption of Zalo application in the implementation of administrative procedures has greatly facilitated the people. Accordingly, the administrative procedures have not been complicated and required much time as it used to. With Zalo application, she only needs to go to the "one-stop shop” unit of the district to submit the dossier and keep track of the process and receive the result notification through Zalo message system.
 
According to Deputy Director of Department of Home Affairs Ta Quang Truong, the application of Zalo in PAR has been appreciated by thousands of people. When applying for administrative procedures, people will go through basic steps such as: electronic receipt (after submission, they receive the receipt on Zalo); keep track of processing status (by scanning the QR code or entering the receipt code on Zalo); people will receive a notifying message on Zalo when the profile processing stats is changed; Service evaluation (people can assess attitudes and results of work settlement of officials at the center). There is also a chat system enabling direct communication between people and the staff of the Public Administration Center. The center also provides free wifi and specific instructions on how to use the necessary functions for people and businesses.
 
Extra tools
 
Dealing with complaints of people and enterprises in the process of implementing administrative procedures for many years has become a concern of Dong Nai authorities. Besides improving the awareness, service attitude of cadres and civil servants, the provision of necessary tools is a solution that has been implemented and it proves to be effective.
 
Not only save time, travel expenses and keep track of the process, people can also carry out administrative procedures right at home through the 1022 switchboard system. In May, the 1022 switchboard of the province receives more than 5,000 calls from local people, among which nearly 1,000 are diverted to the post office for handling, and most of them request to carry out administrative procedures at home. Thereby, the post office has returned 40,000 results. When it was put into operation for people to know about these tools, the 1022 operator called them to provide service. Through the implementation process, up to now, the call volume of people requesting administrative support has increased by 10 times.
 
Ms. Tran Thi Mai Thao (Long Thanh district) called the 1022 switchboard to request food safety certification application by post because she does not have time to apply for it directly at the center and she has small children. Quickly, she was assisted by a postal employee, so she did not have to take a day off to fulfilling required procedures. Since knowing the benefits of this tool, Ms. Thao recommend it to many local people who would like to be served at home. "I am satisfied that there is no formal procedure that requires tons of time for travelling here and there. I just make a phone call and an employee will be ready to provide me with the procedures quickly and understandably, and I will get the results in a short time," Ms. Thao said.
 
The above mentioned tools as well as the synchronous renovations in the process of handling administrative procedures in the direction toward modern convenience have contributed to the improvement of the satisfaction of people and businesses. The results of the satisfaction survey in 2017 showed that over 92% of the people having administrative procedures with departments and state agencies were most satisfied with the guidance of civil servants; Nearly 92% of the respondents were satisfied with facilities serving people in the administrative procedure center; 89.4% were satisfied with the information publicly posted and 91% were satisfied with the results of the dossier settlement.
 
Nguyệt Anh

 

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