On May 11, the Ministry of Home Affairs announced the results of the People's Satisfaction Index for the service of state administrative agencies in 2025 (SIPAS Index 2025).
Measuring people's satisfaction with the service of state administrative agencies in 2025 is being implemented nationwide with 36,000 survey phiếu in 720 communes and wards in 34 provinces and cities, collecting 35,649 valid phiếu (reaching 99.03%), ensuring representativeness and high reliability.
The general level of satisfaction of people with the service of state administrative agencies in 2025 reached 83.09%, down 0.78% compared to 2024 (higher than 2023 by 0.43%).
People's satisfaction level in the two pillars of measurement in 2025:
First, regarding the construction and organization of public policy implementation.
The level of people's satisfaction with the construction and organization of policy implementation in general reached 83.08%, down 0.68% compared to 2024.
In which: Government accountability reached 83.31%, down 0.01%. Opportunities to participate in the process of building and organizing policy implementation reached 82.83%, down 0.30%. Quality of policy implementation organization reached 83.11%, down 0.63%. Results and impact of policies reached 83.05%, down 0.95%.
Second, regarding the provision of public administrative services.
The index of public satisfaction with the provision of public administrative services in general reached 83.11%, down 0.91% compared to 2024.
Access to services: Achieved 83.65%, down 0.56%. Administrative procedures: Achieved 83.17%, down 0.99%. Civil servants: Achieved 83.25%, down 0.98%. Service results: Achieved 84. 27% down 1.06%. Receiving and processing feedback and recommendations: Achieved 82.49%, down 0.92%.
The level of satisfaction of people in general in 34 provinces and cities ranges from 77.92% - 91.12%, with the difference between the highest province and city and the lowest province and city reaching 13.20%.
Notably, Hai Phong, Quang Ninh, and Dong Nai are the 3 provinces and cities with the highest satisfaction index; Lai Chau, Lang Son, and Cao Bang are the 3 provinces with the lowest index.
The level of satisfaction with specific content also has a similar difference between 34 provinces and cities.
Hai Phong, Quang Ninh, and Dong Nai are the 3 localities in the leading group in most contents, while localities with low rankings often have relatively uniform low satisfaction levels in most criteria, reflecting systemic limitations in implementation organization.
The results of measuring people's satisfaction, also known as the SIPAS Index, are an index system consisting of 37 indicators reflecting opinions and assessments, 51 indicators reflecting satisfaction levels and 10 indicators reflecting people's needs and expectations, creating a comprehensive picture of the service quality of state administrative agencies.
The SIPAS Index in 2025, along with the annual SIPAS Indexes since 2017, is not only a tool to measure satisfaction but is also becoming an important component of the public governance system, contributing to orienting administrative reform, building a serving administration in the direction of putting people at the center, contributing to improving the quality of life of people.
