To approve a set of indicators for directing, administering and evaluating service quality for people and businesses in the implementation of administrative procedures and public services in real time in the electronic environment.

Published on 24 - 06 - 2022
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On 23/6/2022, the Prime Minister issued the Decision No. 766/QD-TTg approving the set of indicators for direction, administration and assessment of service quality for people and businesses in implementing administrative procedures and public services in real-time in the electronic environment.

According to the Decision, the evaluated subjects are ministries, ministerial-level agencies, Vietnam Social Security, the People's Committees at all levels and agencies and units under the above agencies; other agencies and units that provide public services on the National Public Service Portal and the Information System for handling administrative procedures at ministerial and provincial levels. The evaluations are based on real-time data.

To approve the set of indicators for directing, administering and evaluating the quality of service to people and businesses in the implementation of administrative procedures and public services in real time in the electronic environment, specifically:

+ Component index groups:

- Transparency.

- Progress and results of settlement.

- Records digitization.

- Online services provision.

- Level of satisfaction.

To process evaluation results:

- The evaluation results are publicized on the National Public Service Portal, the Information System for handling administrative procedures at ministerial and provincial levels (the Ministry-level and provincial-level Public Service Portals); the portals of ministries, branches and localities to serve the direction, administration and assessment of administrative procedure reform results of agencies and units; monitor, supervise and evaluate individuals and organizations and improve the quality of administrative procedures implementation and public service provision.

- The evaluation result is one of the criteria to consider the level of task completion of the agency or unit; determine the responsibilities of individuals, heads of agencies and units in carrying out administrative procedures and providing public services; give priority to consideration of promotion, appointment, planning, training, retraining and consideration of commendation and disciplinary action against cadres, civil servants, public employees and employees as prescribed in Clause 2, Article 32 of the Decree No. 61/2018/ND-CP dated April 23, 2018 of the Government providing for the performance of the one-stop-shop mechanism in handling administrative procedures.

Ministries, ministerial-level agencies, Vietnam Social Security, the provincial-level People's Committees and relevant agencies are responsible for integrating and synchronizing data fully, accurately, regularly and continuously to evaluate the groups of indicators in this Decision in real time, in which ministries and ministerial-level agencies are responsible for integrating and synchronizing data classified by localities, administrative levels, agencies and units of the centralized public service delivery systemthat is managed by ministries and ministerial-level agencies with the evaluation system of the National Public Service Portal's set of indicators serving people and businesses; publicize the evaluation results on the information system for settlement of administrative procedures at ministerial and provincial levels (The Ministry-level and provincial-level Public Service Portals), the portals of ministries, branches and localities; participate in the management and operation of the Evaluation System of the Indexes to serve people and businesses; not invest in a new system of monitoring and evaluating the quality of administrative procedures implementation and public service provision by ministries, agencies and localities.

The Government Office builds, manages and operates the Indexes Evaluation System to serve people and businesses; publicizes the results on the National Public Service Portal; provides technical guidance on connection, integration and synchronization of data among information systems and databases with the National Public Service Portal to serve the assessment of the index groups in this Decision in real time and decentralizes system administration to ministries, agencies and localities to serve the direction, administration, and official operation of the system from August 1, 2022.

The Ministry of Information and Communications is responsible for integrating, synchronizing fully, accurately, regularly and continuously monitoring data, evaluating the effectiveness and level of online public service usage with the Evaluation System of indexes serving people and businesses of the National Public Service Portal to evaluate the index groups in this Decision in real time.

The Decision takes effect from the date of signing.

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