The story does not stop at an isolated case, but has touched on a larger public governance problem that the whole system is trying to solve: How can the government identify the real "bottleneck" to remove?
This is a big data problem being implemented by the HiHUB Innovation Center through the Independent Public Service Survey Portal.
When the number "beautiful on paper" reveals a gap
According to the SIPAS 2025 Report released by the Ministry of Home Affairs, the general satisfaction level of people with the service of state administrative agencies reached a very positive figure: 83.11%. However, there are still 11.05% of people who reflect that civil servants cause difficulties and 8.88% said they have to pay extra costs outside of regulations.
So why are traditional survey methods with almost perfect results? Representatives of the HiHUB survey campaign research group point out that people are always dominated by three core psychological mechanisms:
First, facing administrative procedures, people always put themselves in the position of "begging" to be resolved. They are worried that their dossiers will be "marked" or delayed.
Second, the psychology of avoiding direct confrontation, hesitant to evaluate when right at the center, where officials are still in front of them.
Third, when feeling that their behavior may be recognized, people tend to "mumble", answer safely to let things pass.
People do not lack places to reflect, they only lack a psychological "safe zone" to tell the truth.
Delayed sending mechanism - Scientific balance point brings the truth to speak
To break this psychological barrier, the HiHUB Independent Survey Portal - a joint program between the Party Central Committee Office and Hanoi Innovation Center Joint Stock Company, applies a breakthrough solution: Absolutely do not send surveys immediately after the transaction has just ended.
After citizens complete procedures and the system records that they have left the administrative agency, a secure survey link will be sent via Zalo OA Hihub - Listen to Capital Citizens or notification via the iHanoi application. The solution is based on Ebbinghaus's Forgotten Curve Theory:
If sent too early, citizens can easily fall into a state of'overloaded awareness' after many stages of queuing and moving. When citizens have returned home or to the office - a real psychological'safe zone', emotions subside but memories are still fresh enough for them to give the most fair and profound feedback.
Shield" of security builds two-way digital trust
To thoroughly solve the "cost - benefit" analysis in the mindset of each citizen, HiHUB plays the role of an independent unit as a security shield for personal information.
All data from people participating in survey contributions is not for "scavenging" or disciplining individual civil servants. On the contrary, it helps frontline civil servants reduce pressure when the system runs smoother. From this clean data stream, HiHUB will propose process restructuring policies to submit to City leaders to fundamentally correct bottlenecks.
Open-hearted feedback – Creating reform
Social discussions surrounding the story of authorization procedures for the elderly and the elderly in recent days are proof that: A modern administration cannot lack listening and flexibility, empathy.
Action for the Capital: After completing administrative procedures, please spend 1 minute accessing the HiHUB Independent Survey Portal at: https://khaosat. hihub. vn/
