Quang Binh reviews feedback collection on public services
The M-Score project, a pilot model to gather public opinions on the quality of public services at one-stop-shop offices via mobile phones, was reviewed at a recent seminar in the central province of Quang Binh.
Quang Binh (VNA) – The M-Scoreproject, a pilot model to gather public opinionson the quality of public services at one-stop-shop offices via mobile phones,was reviewed at a recent seminar in the central province of Quang Binh.
The event was held by the provincial People’s Committee, in conjunction withthe non-governmental organisation Oxfam in Vietnam and the Real Time Analysis (RTA) company.
The M-Score project beganin Quang Binh in January 2016, aiming to create a channel between localauthorities and residents to improve the quality of public services at thegrassroots level, as well as strengthen transparencyand accountability in State-run agencies.
The project has helped improve the locality’s administrative reform ability,increasing local residents’ confidence in staff working in State agencies andthe State in general.
Reports at the conference said under surveys conducted by the RTA, more than21,100 people joined interviews to score public administrative services in thelocality.
At the beginning of theproject, average public satisfaction score was 8.2. In 2017, the scoreincreased remarkably, standing at between 8.7 and 9.2.
However, delays in processing applications remain common. The rate of delayed applicationswas 14 percent in 2016, and increased to nearly 15.4 percent in 2017.
This was one reason for reduced satisfaction in administrative procedureprocessing.
To save time for interviewsand data collection, scoring systems have been installed in district-level one-stop-shopoffices. Feedback from interviewees has been used to assess the performance of one-stop-shop offices, thus devisingmeasures to improve the quality of public services.
Vice Chairman of the provincial People’s Council Truong An Ninh stressed themodel contributes to fine-tuning the performance ofone-stop-shop offices, adding that the agency will enhance its coordinationwith departments and sectors to expand the model to the commune and wardlevels, and in health care and education.
Communication campaigns to raise public awareness of the scheme will bepromoted in the future, he said.-VNA
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Illustrative image (Source: VNA) 
