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Hanoinews
Aug 28, 2017 / 13:25

Hanoi constantly improves the quality of public service delivery

Thuy Linh - Nguyen Tung

Implementing the 08-CTr/TU Program of the Hanoi Party Committee on “accelerating administrative reforms, enhancing the responsibility and service quality of governmental staff,” the City always determines that one of the key tasks is to constantly improve the quality of services to serve organizations and citizens.

Reinforcement of one-stop-shop mechanisms

In order to improve the quality of public service delivery and public services in the area, the City People’s Committee has issued the project of “Piloting implementation of one-stop-shop mechanism in public service delivery in some state enterprises, public sectors and public non-business units under the city.” The program hopes to transform Hanoi into the first province in the world to develop and implement this model. Two piloted units are Hanoi Clean Water Company No. 2 and Hanoi Employment Service Center, with two urgent areas: clean water supply and unemployment compensation. 
 
One stop shop at Hanoi Center for Employment Service.
One stop shop at Hanoi Center for Employment Service.
After more than a year piloting the model in 2 units, the quality of public service delivery was improved. People can easily get access to the service, the rate of timely responses increased, and internal control and external supervision were enhanced. In particular, Director of the Hanoi Employment Service Center, Mr. Nguyen Toan Phong stated that: Since the application of this model at the center, the satisfaction of people has improved considerably, with the satisfaction rate reported in the survey increasing from 73% to over 80%. At Hanoi Clean Water Company No. 2, the percentage also increased from 42% to over 45%. 

Following the success of the pilot project, the City is extending the application of the model to provide public service under the one-stop-shop mechanism to a number of other public service sectors, such as funeral, medical or educational ones. Deputy Head of Hanoi Funeral Committee, Mr. Le Hong Lan shared: the board has arranged facilities and approximately 30 people at one-stop-shop and other departments. There are 5 receiving sessions to help citizens with any procedures. With the large amount of products and services provided by the Board, when applying one-stop-shop in the public service delivery for citizens, information on public services will be more transparent. At the same time, people can get access to more information of pricing and selection of products. Getting a hold of information means citizens can avoid higher pricing in comparison to the original one.

According to the Vice Chairman of Hanoi People’s Committee Le Hong Son, in order to consistently implement the one stop shop mechanism in Hanoi, the city is developing regulations on providing one stop shop mechanism at public agencies, and designated enterprises responsible for providing the public services in the area.
 
Through the Public online service, public official at Dai Mo ward returns the result to citizen.
Through the Public online service, public official at Dai Mo ward returns the result to citizen.
At least 55% of administrative procedures are provided at stage 3, 4

In order to have the maximum convenience for citizens, since August 2016, Hanoi People’s Committee has put the online portal of public service into operation at the address: egov.hanoi.gov.vn, in turn providing 7 pubic online services with regard to birth registration and death registration (cooperating with police and social insurance). At present, Hanoi has implemented public online service stage 3 in jurisdiction field for 584 wards and districts with the rate of documents submitting online (including documents submitted at home and at the government offices) up to above 70%.

In particular, the Chairman of Hanoi People’s Committee Nguyen Duc Chung has signed the list of public online services stage 3, 4 in January 2017, in which agree to issue 375 public online services stage 3, 4 will be implemented in Phase 1, including 306 public online service at city level, 44 public online services at district level and 25 public online services at ward level. The Chairman assigned Hanoi Information & Communications Department to cooperate with related agencies in ensuring sufficient technical infrastructure to carry out public online service in the city; cooperating with related agencies, People’s Committees at district and ward level, as well as Nhat Cuong company to carry out public online services in accordance with the approved list, which is issued on the online portal of public online services. At the same time, the department will submit to the Hanoi People’s Committee the list of public online services implemented in Phase II/2017, with a view to have at least 55% of administrative procedures are provided at stage 3 and 4 by the end of 2017.

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