Multiplying satisfaction measurement models

In which, the professionalism of the "public servant" team is not only demonstrated through actual capacity, but also demonstrated in the standardization of processes, ensuring professional standards.

Use "build" to "fight"

In Hanoi , in recent years, agencies and units have focused on building criteria for cultural behavior, professional ethics, and preventing harassment and causing trouble for the people, considering this one of the important contents in implementing the study and following of Ho Chi Minh's moral thought.

The model of "Modern urban one-stop shop" in My Dinh 1 ward, Nam Tu Liem district. Photo: Thuy Linh

The goal of focusing on serving people and businesses, taking people's satisfaction as a measure of work efficiency is not just a slogan. In fact, the entire political system of the city is determined to strengthen administrative order and discipline; enhance the role of setting examples, public ethics, spirit, attitude, awareness, and behavioral culture of cadres, civil servants, and public employees at all levels.

In many units, the requirement to build elegant and civilized cultural models, especially behavioral cultural models at "one-stop" departments, friendly communication culture of people... has been effectively implemented, according to the goals and requirements of public service culture.

In many units, improving the quality of service to people and organizations of cadres and civil servants is shown in the friendliness when contacting, enthusiasm in solving work, and advising on the correct, sufficient and most beneficial solutions for the people.

The good implementation of the slogan "4 please, 4 always" (hello, sorry, thank you, permission; always smile, always be gentle, always listen, always help) in dealing with people has brought satisfaction with the service attitude. Taking "build" to "fight", along with measuring the level of satisfaction of the people, the Party Committee and the authorities at all levels of Hanoi City have also stepped up inspection of public service, handling of cadres and civil servants who commit violations, thereby immediately overcoming the limitations.

According to statistics, from the beginning of 2021 to now, the whole city has conducted 4,479 public service inspections, of which the City Public Service Inspection Team conducted 139 inspections; departments, branches, People's Committees of districts, towns and co-managing units conducted 4,340 inspections; 1,759 cases were disciplined.

By increasing public service inspection, measuring administrative reform index, and people's satisfaction index in units, it has helped to promote good points and promptly solve limitations. The results of measuring satisfaction level in localities and agencies have also increased.

Multiply effective models

In wards, communes or sectors that regularly "collide" directly with the people, studying and following Uncle Ho always goes hand in hand with daily work, at the same time, implementing many creative models to realize the criterion of "taking people as the center of service".

In recent years, many units have also implemented models to assess people's satisfaction. For example, in My Dinh 1 ward, the "Modern urban one-stop shop" model is associated with "Digital transformation in administration and management", at the same time with the model "Assessing people's satisfaction at the Department of receiving and returning administrative procedure results", in order to improve the effectiveness of administrative reform, creating the most favorable conditions for organizations and individuals in the process of implementing administrative procedures at the ward with the goal of being fast, concise, accurate and in accordance with regulations.

Or like the model of the "Suggestion Form" book in Nghia Tan Ward (Cau Giay District), which is signed by the ward People's Committee leader, dated and marked "Seen" on each page where citizens have expressed their opinions. By doing this, the ward leader not only shows respect for the people's opinions but also captures information to promptly adjust and improve the quality of administrative procedure settlement...

Currently, Hanoi City as well as the whole country is accelerating to carry out the socio -economic development tasks in 2024, with the goal of achieving the highest set targets. At the same time, improving the Administrative Reform Index and the Satisfaction Index on Administrative Services are also important tasks that the City focuses on implementing.

In particular, we are continuing to further improve the modern administrative system to serve effectively; overcome and improve limitations, to further enhance the satisfaction of individuals and organizations in receiving and handling feedback and recommendations on administrative regulations related to business activities and life.

At the same time, the efforts of all levels and sectors in innovating leadership methods and working styles, ensuring closeness to the people, listening to people's recommendations, and continuing to strongly spread them through many specific actions are clear evidence of the shift from awareness to action in studying and following Uncle Ho's ideology; improving public service responsibility, ensuring people's satisfaction.

Source: https://kinhtedothi.vn/nhan-len-nhung-mo-hinh-do-luong-su-hai-long.html