Nov 19, 2012

Vietnam - Indicators to measure people’s satisfaction to be applied

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VietNamNet Bridge - The government will use more sets of indicators to assess people's satisfaction with the administration, said the director of the Public Administration Reform Department of the Ministry of Home Affairs, Mr. Dinh Duy Hoa, when making public the indicators for administrative reform (PAR) in Hanoi last week.

The PAR is developed by the Ministry of Home Affairs for ministries and ministerial-level agencies and big provinces and cities.

For ministries, the PAR assesses the direction and administration of public administration reform, reform procedures, the state administrative apparatus, the development and improvement of the quality of officials and civil servants, etc.

For provinces, the PAR also assesses the development and implementation of legal documents and the implementation of the one-stop policy (fulfilling administrative formalities at only one place).

The PAR is built on the basis of a combination of internal assessment (self-assessment of administrative agencies under the guidance of the Ministry of Home Affairs) and external assessment (through surveys of officials, civil servants, citizens, businesses and social-political organizations, etc.).

The Ministry of Home Affairs has experimentally applied the PAR at the three ministries - Agriculture and Rural Development, Natural Resources and Environment and Trade and Industry and six provinces - Vinh Phuc, Hai Phong, Thai Binh, Ha Tinh, Ba Ria - Vung Tau and Can Tho. The Ministry of Home Affairs will soon implement this index across the country.

The PAR is a new set of indicators, which also evaluates the public sector as the familiar indicators such as PCI (Provincial Competitiveness Index) and PAPI (Provincial Governance and Public Administration Performance Index). The other thing of PAR is its implementation method, in which self-assessment results accounting for 60 percent.

It is questioned that whether the self-assessment of the administrative agencies is accurate, objective and fair?

UNDP expert, Mr. Jairo Acuna-Alfaro, argued that people, businesses, and social and political organizations rated relatively low on the results of administrative reform of the ministries and sectors while department-level officials said that the results of administrative reform in their agencies are relatively high.

In response to this concern, the director of the Public Administration Reform Department of the Ministry of Home Affairs, Mr. Dinh Duy Hoa said the Ministry of Home Affairs will evaluate the self-evaluation.

Deputy Minister of Home Affairs, Mr. Nguyen Tien Dinh, said the Ministry is an independent body of assessment because it is a state management agency. But in the current conditions, the Ministry may organize an apparatus to perform the assessment.

Hoa said that in the future, it may have a council with the participation of different ministries to make evaluation.

Hoa  added that the PAR will not the only set of indexes to assess administrative reform at state agencies. In the near future, there will have the sets of indicators to assess people's satisfaction with the health services and public education, made by specialized agencies, and a set of indicators to assess the people’s satisfaction with administrative agencies, conducted by the Ministry of Home Affairs.

"The government is also addicted to indexes", Hoa joked, after the Director of the Department of Home Affairs of Da Nang City, Mr. Dang Cong Ngu, said that Da Nang authorities are addicted to indicators because they help the efforts to improve efficiency in service of administrative agencies in the city.

Chung Hoang

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