According to the plan, satisfaction measurement will be implemented in the city, focusing on assessing the level of satisfaction of people and organizations with the services of 14 departments, agencies, and 114 People's Committees of communes, wards, and special zones.
The subjects of the opinion poll are individuals, representatives of agencies, organizations, and businesses, including business associations, who have carried out administrative procedures or have contacted, worked, exchanged, and coordinated work with agencies and units subject to evaluation from January 1, 2026 to the time of finalizing the survey sample list.
The total number of official survey entries in 2026 is 13,000 entries, of which 11,600 entries are for communes, wards, special zones and 1,400 entries are for departments, agencies, and branches under the City People's Committee. The survey is organized in 1 phase during the year.
The content of measurement is designed to suit each group of agencies and units. For communes, wards, and special zones, survey the level of people's satisfaction with the promulgation, organization of implementation, results and impacts of public policies in localities as well as the provision of public administrative services. For departments, boards, and branches, focus on measuring the level of satisfaction with the provision of public administrative services. For specialized agencies and units that do not or almost do not generate administrative procedures, the survey content focuses on the process of contacting, exchanging, coordinating and resolving administrative work.
The survey is conducted using a structured telephone interview method. Investigators uniformly use the introduction content, interview script and survey form provided by the Department of Home Affairs; truthfully record the answers and directly enter the results into the electronic survey form on the software.
During the survey, contact information, time and number of contacts, call status, interview results, reasons for failure and the use of backup samples are recorded on the software or survey logbook, serving inspection, supervision, review, verification and acceptance.
Agencies, units, and localities are assessed as not being allowed to interfere, influence, or guide the answers of investigators and survey subjects; not being allowed to access, copy, use, or share the answer information of each individual or organization, except for cases of inspection and verification as prescribed.
According to the progress, from September to December 2026, the city will organize surveys, collect, enter and complete electronic survey forms; and at the same time inspect, supervise, review, and verify the results. From December 2026 to January 2027, the Department of Home Affairs will summarize, inspect, clean up, analyze data and develop reports, and publicize the results of satisfaction measurement in 2026.
Based on the results made public, departments, agencies, branches and People's Committees of communes, wards, and special zones are responsible for developing and implementing solutions to overcome and improve the contents that are still limited and not well assessed. The Department of Home Affairs will base on the measurement results to inspect and guide agencies, units, and localities that are still facing difficulties, obstacles, or have low results.
The implementation of the Plan to measure people's satisfaction, organized in 2026, contributes to creating a systematic database, providing multi-dimensional and objective information on the service quality of state administrative agencies. At the same time, supporting the management, direction, and administration of administrative reform, digital transformation, improving the quality of public service provision, and promoting the building of an administration with people and organizations as the center of service.
