The "Listening to Capital Citizens" campaign with the coordination of the Hanoi Innovation Center, Hanoi Youth Union and public administrative service points is forming an independent monitoring mechanism, taking people's experiences as motivation for reform.
Opinions are recorded immediately after people complete procedures, helping to ensure objective and truthful data.
At Hanoi Administrative Service Center branch No. 1, just after completing the procedures to confirm the land and house status, Ms. Nguyen Hang Nga (Tay Ho ward) was supported by volunteers to perform direct survey operations on mobile devices. For Ms. Nga, the most notable point is not only the convenience of technology, but also the feeling that her opinion is truly appreciated.
Ms. Nga said: "Being proactively invited to evaluate on the spot shows a very receptive attitude. But our biggest expectation is not only to express our feelings, but that after these statistics, bottlenecks serving public administration will be reviewed and cut.
From another perspective, Mr. Dang Ngoc Lam (Ba Dinh ward) is interested in the practicality for the elderly group when accessing the digital public service environment.
Technology helps surveys quickly, but it is important that the city use feedback to improve online public services and simplify procedures. When contributing ideas to create substantive changes, people will have more confidence and accompany the government" - Mr. Lam said.
At public administrative service points, young people play the role of friendly technology assistants, supporting citizens in each operation of scanning code, accessing the system and completing the question set. Support forces strictly comply with the rules of civilized and open attitude, ensuring respect for privacy and absolutely not interfering or orienting people's answers.
Unlike previous forms of assessment through handbooks or directly with each branch, this campaign operates on the HIHUB Independent Survey Portal platform managed by the Hanoi Innovation Center. The separation between public service providers and quality measurement units helps ensure transparency and accurately reveal "hot spots" in the dossier processing process.
Assessing the operational orientation of the system, Mr. Tran Quang Hung - Director of Hanoi Innovation Center said: "The core of the HIHUB system is not to accumulate the number of responses for beautiful reports, but to the ability to analyze in-depth data. We focus on measuring essential indicators such as the actual time people have to spend, the transparency of guidance information and service attitude satisfaction index. This independent data source will be a scientific basis for the city to accurately identify bottlenecks at each stage, each unit, thereby providing accurate and timely adjustment solutions.
The expectations of Ms. Nga, Mr. Lam or thousands of people in the Capital when conducting the survey are the measure of the campaign's success.
With the plan to collect about 30,000 survey opinions throughout 126 communes and wards of Hanoi City, when each objective feedback line is transformed into specific improved policies, the gap between the government and the people will be narrowed. This is an important driving force for Hanoi to continue building a modern and transparent administrative apparatus, taking the satisfaction and trust of the People as the core value.
