Toward More Professional, Service-Oriented Administration

Bac Giang considers administrative reform a key solution to building a service-oriented government and fostering a favorable business environment. As a result, the province's Public Administration Reform Index (PAR Index) has remained high in recent years, driving strong socioeconomic development. To learn more, our reporter has an interview with Mr. Nguyen Van Phuong, Deputy Director of the Department of Home Affairs, Bac Giang province.

In 2023, Bac Giang's PAR Index scored 91.16/100, ranking 4th nationwide and 1st in the northern midland and mountainous region. What key tasks will you focus on to improve the PAR Index?

The PAR Index proved the strong effort and determination of all levels and sectors of Bac Giang province to raise component indicators and basic indicators in recent years, aiming to improve the investment and business environment and enhance service quality for people and businesses.

To maintain and improve these results, we will continue to closely follow the goals and tasks in Plan 402/KH-UBND dated August 21, 2021 of the Provincial People's Committee on Bac Giang Public Administrative Reform Plan in the 2021-2030 period. We will implement, apply and replicate good initiatives and models in administrative reform to raise service quality for people and businesses.

The sector will effectively carry out the Administrative Procedure Control Plan and the single-window mechanism; review, simplify and restructure administrative procedures; enhance the responsibility of agency leaders; and resolutely handle officers harassing and hindering people and businesses.

The sector will continue to implement the “Friendly Government” model in all communes, wards and towns; and research and develop this model at the district level; advance innovations and improve quality; rotate positions of public employees; promptly review and advise on adjusting the project on job positions, ranks and professional titles of public employees to match new regulations of the central government and the province as well as actual situations of concerned agencies and localities.

The "Office Smile" emulation and "Friendly Government" model have improved public employees' manners, behaviors, and sense of responsibility in their duties. Could you share more about the results?

On April 28, 2021, the Chairman of the Provincial People's Committee issued Plan 125/KH-UBND on launching the office culture emulation movement in the 2019-2025 period and "Office Smile" emulation movement in the 2021-2025 period for all public employees, to which all agencies responded. As a result, the quality of public employees has been raised and their moral qualities have been cultivated. Their administrative discipline, responsibility, spirit and attitude at work have been clearly enhanced.

In 2022, the Chairman of the Provincial People's Committee awarded the certificates of merit to 49 collectives and 42 individuals with outstanding achievements in implementing the preliminary review of the office culture emulation movement in the 2019-2025 period and the “Office Smile” movement in the 2021-2025 period (Plan 1360/KH-UBND dated March 31, 2022 of the Provincial People's Committee). Up to now, the emulation movements have been implemented by agencies, helping boost the image of Bac Giang and its friendly people in the integration trend.

Moreover, after piloting the “Friendly Government” model in three units, the Provincial Party Committee and the Provincial People's Committee requested applying in 100% of communes, wards and towns across the province. In 2023, through appraisal and assessment, 76 communes, wards and towns (or 36% of the total) were recognized to have a friendly government, including 11 3-star units, 30 2-star units and 35 1-star units).

“Friendly Government” certified units have actively contributed to building and consolidating national great unity, creating public trust in the leadership of the Party and authorities at all levels. In building and implementing the criteria, many good models and creative ways have been formed and applied, such as “No appointment on Friday” in Vinh An commune, Son Dong district; “five administrative procedures without waiting” in Yen Dinh, Son Dong; the “Receiving public opinions in building friendly government and civilized urban areas” model in Tho Xuong ward; and “Fast Friday” in Le Loi ward.

The Provincial Party Committee and Provincial People's Committee continued to direct specialized agencies to amend and supplement the criteria, scoring scale and scoring methods to match actual situations and develop a pilot “Friendly Government” model at the district level for implementation in the following years.

The office culture emulation movement has enhanced the quality of public employees and fostered the development of their moral values

On September 18, 2024, the Bac Giang Department of Home Affairs issued Plan 57/KH-SNV to determine the PAR Index and Satisfaction Index of Public Administrative Services (SIPAS) for agencies under the Provincial and District People's Committees. Could you highlight the plan?

To improve the PAR performance, the Chairperson of the Provincial People's Committee issued Decision 1370/QD-UBND dated August 22, 2024 on determining the PAR Index for agencies under the Provincial People's Committee and District People's Committees, with the introduction of PAR Index assessment criteria; assigned the District People's Committees to promulgate PAR Index and SIPAS Index assessment criteria for the Commune People's Committees. The Department of Home Affairs launched Plan 57/KH-SNV dated September 18, 2024 to carry out this decision in 2024.

Specifically, these indices are assessed with sociological appraisals and investigations. PAR Index respondents are public employees. SIPAS Index respondents are residents in the district and people and organizations using public services at departments and agencies in the index year.

These activities have been ongoing for years, with information technology and software-assisted assessments introduced in 2019 to ensure objective, transparent evaluations while reducing time and costs. In 2024, the province incorporated the District and Department Competitiveness Index (DDCI) and Digital Transformation Index into the PAR Index assessment for a more comprehensive evaluation. We also partnered with the Bac Giang Post Office to conduct a sociological survey for the PAR and SIPAS indices and worked with a third party to ensure the accuracy and objectivity of the results.

Thank you very much!

By Ngoc Tung, Vietnam Business Forum