Provincial Public Administration Service Center: Towards residents’ satisfaction

Starting operation on September 30, Khanh Hoa Public Administration Service Center (under the Office of Khanh Hoa Provincial People's Committee) has initially shown satisfactory results. In the coming time, the center will continue improving operational efficiency.

The center has focused on improving service quality and efficiency. The center is well-equipped together with 10 surveillance cameras and 4 screens. Customers are served in order. Administrative procedures, processes, and fees together with names, positions and contact phone numbers of leaders and officials are shown publicly.  

Guiding a resident to complete procedures.

The center has updated 228 administrative procedures; and proposed integrating 29 public service procedures onto the National Public Service Portal. The center regularly monitors the implementation of operational regulations between the center and other departments and agencies, according to Nguyen Thi Kim Loan, Deputy Director of the center.

Until November 10, the center had served more than 4,400 arrivals; directly supported nearly 2,370 people; and provided online guidance for nearly 600 people online via Chatbox, Fanpage, Zalo, etc. Elderly people, pregnant women and those with disabilities are given priority in service.

Bui Van Huy (Phuoc Hai Ward, Nha Trang City) said, “The administrative procedures are fully and clearly publicized; Officials are polite and friendly. We do not have to pay additional costs.”

Nguyen Van Tam (Tan Binh District, Ho Chi Minh City) showed interest in the convenience of the postal service for administrative procedures provided for remote customers.

However, during the first days of operation, the center experienced some problems caused by connection errors and overloading in the judicial and transportation sections. Up to now, the problems have been resolved.

Supporting residents with application for judicial certification. .

According to Nguyen Thanh Ha, Chief of the Provincial People's Committee Office and Director of the Center, the center has promoted the application of information technology in administrative formalities together with inspection and monitoring to ensure a high rate of administrative formalities completed on schedule and ahead of schedule.

Besides, dedicated staff, modern equipment; and a safe and secure environment are ensured to bring satisfaction to organizations and individuals. The survey shows 99% customer satisfaction.

From September 30 to November 10, the center received more than 12,000 files, 63% of which were submitted online.

N.V

Translated by N.T