Hanoi is conducting a survey to assess the satisfaction levels of citizens and organizations regarding the service quality of 12 departments and equivalent agencies, as well as 126 communes and wards across the city.
Truong Viet Dung, Vice Chairman of the Hanoi People's Committee, has signed a plan to survey and measure the satisfaction levels of citizens and organizations regarding the service quality of municipal departments, equivalent agencies, and commune/ward-level People's Committees.
The survey aims to quantify the effectiveness of public service delivery while directly capturing the needs, expectations, and feedback of citizens and organizations.
The results will provide feedback enabling state agencies to identify strengths, shortcomings, and limitations, and to devise solutions for improving and refining administrative procedures.
The survey covers the entire city, involving 12 municipal departments and equivalent agencies, as well as 126 commune and ward People's Committees. Data collection is scheduled to take place from January 1 to December 31.
Survey participants include citizens aged 18 and older who possess full legal capacity and literacy (able to read and write), as well as household representatives, individuals, or organizational representatives who have completed administrative procedures at the city's state administrative agencies.
Hanoi is employing a combination of in-person and online survey methods. Surveyors may distribute questionnaires in residential areas, at the city's Public Administrative Service Center, or at public service counters within departments, equivalent agencies, and commune/ward offices.
For the online method, participants are guided to access a specific link or scan a QR code to complete the survey independently via the city's administrative reform survey software platform.
A total of 9,960 questionnaires have been allocated: 2,988 (30%) will be administered online, while 6,972 (70%) will be conducted using paper forms. The survey focuses on indicators regarding satisfaction with administrative services—covering satisfaction based on specific criteria, factors, and service components, as well as overall satisfaction—while also assessing the needs and expectations of citizens and organizational representatives.
Satisfaction Index of Public Administrative Services (SIPAS) results for provincial departments and equivalent agencies are categorized into three levels: Level A (90% or higher), Level B (80% to under 90%), and Level C (below 80%).
For commune and ward People's Committees, results are similarly classified into levels A, B, and C, with separate evaluations conducted for commune-level and ward-level committees.
The survey aims not merely to measure satisfaction at a specific point in time but to generate feedback data that enables administrative agencies to continuously improve service quality, thereby strengthening the trust of citizens and organizations in government authorities at all levels.