This information was stated by the Ministry of Home Affairs in the Report on the results of the People's Satisfaction Index for the service of state administrative agencies in 2025 (SIPAS 2025).
According to the report, the general level of satisfaction (MĐHL) of people with the service of state administrative agencies in 2025 reached 83.09%, down 0.78 percentage points compared to 2024 but higher than 0.43 percentage points compared to 2023.
However, the report also pointed out many notable bottlenecks.
In which, people's participation opportunities and feedback mechanisms are still limited. MĐHL for opportunities to participate in building and organizing policy implementation reached 82.83%, down 0.30 percentage points compared to 2024. Meanwhile, MĐHL for the Public Administration Service Center/One-Stop Shop (BPMC) receiving and processing feedback and recommendations reached 82.49%, down 0.92 percentage points.
The Ministry of Home Affairs assesses that this continues to be the content group with the lowest MĐHL and has not been clearly improved over the years.
People's satisfaction with BPMC receiving and processing reflections and recommendations is measured through 3 contents: BPMC arranges receiving forms for people to reflect and propose conveniently; BPMC receives and processes reflections and recommendations in accordance with regulations; BPMC promptly notifies people of the results of handling reflections and recommendations.
In 2025, the MĐHL of people for BPMC arranging forms of reception to help people reflect and make recommendations easily reached 82.32%; for BPMC receiving and processing reflections and recommendations in accordance with regulations reached 82.59%; for BPMC notifying the results of handling reflections and recommendations promptly reached 82.55%.
The MĐHL of people in 34 provinces and cities for 3 measurement contents on BPMC receiving and processing reflections and recommendations ranges from 76.49% to 90.63%; the general MĐHL for BPMC receiving and processing reflections and recommendations ranges from 76.79% to 90.30%, the difference between the highest and lowest localities is 13.51 percentage points.
The 3 localities with the highest MĐHL for BPMC receiving and handling reflections and recommendations are Hai Phong, Quang Ninh and Gia Lai; the 3 lowest localities are Lai Chau, Bac Ninh and Cao Bang.
In 2025, people's expectations for service quality improvement content are all high, ranging from 86.22% to 88.65%.
According to the SIPAS 2025 report of the Ministry of Home Affairs, people expect the most from improving the capacity of officials and civil servants; improving the quality of receiving and processing feedback and recommendations; strengthening facilities and equipment to serve the people.
Notably, the level of expectation of people is quite uniform between localities, ranging from 79.38% to 92.91%, showing the need to improve the quality of public administrative services taking place nationwide.
The results of SIPAS 2025 show that administrative reform needs to have timely and appropriate adjustments in the coming period to maintain and improve the quality of service to the people, better meeting the increasing needs and expectations of the people towards state administrative agencies.
