On June 4, at the Hanoi City Public Administration Center, Hanoi Innovation Center Joint Stock Company (HIHUB) in coordination with the Hanoi City Public Administration Center and a number of units organized a signing ceremony for a memorandum of understanding on cooperation (MOU), and officially launched the HIHUB Independent Survey Portal.
This platform is built to collect practical feedback from people in the process of using public services, thereby supporting management agencies to identify bottlenecks in resolving administrative procedures, improve service quality and promote more effective administrative reform.
It is expected that from the beginning of June 2026, the survey activity will be implemented throughout Hanoi city, focusing on 50 essential public service groups. People can directly share experiences, evaluate service quality and reflect difficulties arising in the process of performing administrative procedures.
Speaking at the event, Vice Chairman of Hanoi People's Committee Truong Viet Dung said that the implementation of this initiative is not aimed at chasing after technological indicators or formal digital transformation achievements.
According to Mr. Dung, the ultimate goal of digital transformation is to help people carry out administrative procedures more conveniently, reduce the number of trips between agencies, and be served more quickly and professionally.
People's satisfaction does not lie in the numbers in the report but in the actual experience when using public services," Mr. Truong Viet Dung emphasized.
According to the introduction of the implementing unit, the new survey model has many differences compared to the traditional satisfaction level survey method. Instead of just evaluating the final result, the system will track the entire journey of people's experiences from learning procedures, preparing dossiers, submitting dossiers, processing to receiving results.
In addition, the survey is conducted on an independent platform with encryption and user information security mechanisms. The system will automatically send survey links via Zalo OA, SMS, email or iHanoi application about 2 hours after people complete administrative procedures.
In addition to the opinions of people and businesses, the model also combines surveys of frontline civil servants with digital administrative data on the Electronic Public Service Portal such as error rates, processing time and related operating indicators. Survey results will be processed using scientific methods to improve accuracy and representativeness.
At the event, Mr. Ngo Hai Phan - Director of the Department of Administrative Procedure Control said that all administrative reform efforts must originate from the actual needs of people and businesses.
If reform does not bring the voice of the people and businesses, it is very difficult to reflect reality correctly as well as receive social consensus," said Mr. Ngo Hai Phan.
Representative of the Hanoi City Public Administration Center, Mr. Phan Van Phuc, assessed that the breakthrough point of the initiative lies in changing the mindset from "providing what state agencies have" to "providing what people really need".
The level of satisfaction and practical experience of people and businesses will be the most important measure of the effectiveness of the digital transformation and administrative reform process in the coming time," Mr. Phan Van Phuc affirmed.
Within the framework of the event, representatives of units performed the signing ceremony of the memorandum of understanding on cooperation. The organizing committee said that the campaign is implemented with the message "Opening your heart to feedback - Creating reforms", aiming to enhance transparency in public administrative activities and promote the role of monitoring and feedback of people on public services in the Capital.
