Resolve administrative procedures at the Center for Public Administration Services, Administrative Procedure Control and Provincial Investment Promotion.

Depth changes

Nam Dinh's PAPI 2024 picture shows clear improvements in 6/8 contents, especially in the pillars that directly reflect people's trust and satisfaction with local authorities such as: Control of corruption in the public sector, Transparency, Participation of people at the grassroots level, Public administrative procedures, Environmental governance and E-governance all recorded increases in scores. One index remained unchanged, Accountability to the people, and 1 index, Public service provision, decreased slightly by 0.01 points.

Notably, the Control of Corruption in the Public Sector Index increased by 0.37 points, reaching 6.93 points. Although still in the low-average group, people highly appreciated that authorities at all levels from the provincial to grassroots levels continued to strengthen efforts to prevent and combat corruption and implement measures of publicity and transparency; accountability, strict compliance with and implementation of relevant legal provisions, protection of whistleblowers, promotion of e-governance, improvement of monitoring effectiveness and ensuring the implementation of people's right to access information. Notably, in 2024, the proportion of people recognizing stronger efforts by authorities at all levels in controlling corruption in the field of public service provision and fairness in recruiting human resources into the public sector increased. However, some old limitations still remain, such as "petty" corruption when making land use right certificates, or having to "pay" to receive better care at district-level public hospitals.

The Public Administrative Procedures Index increased by 0.15 points, reaching 7.33 points, reaching the highest score among the indices, in the high average group. In this index, people assessed that there was a very positive change in the level of professionalism and the ability to meet people's requirements for public administrative services in the most necessary areas for life, including: certification, confirmation by local authorities, issuance of land use right certificates and public administrative services at the commune/ward level. However, this index still has room for improvement, notably people reported the situation of slow return of land use right certificate issuance results, and unclear fee/charge information at some "one-stop" at the commune and district levels.

The index of information transparency to ensure the right of "people to know, people to discuss, people to do, people to inspect" with policies that directly affect people's lives and livelihoods increased by 0.21 points, in the high average group. In this index, people reflected that the province has done a better job of publicizing land use plans, commune-level budget revenues and expenditures, and lists of poor households. However, people still want better access to policy information and more specific consultation in decisions that affect their lives.

The People's Participation Index at the grassroots level of the province increased by 0.18 points, reaching 5.61 points, in the high average group. This result reflects the people's assessment that the province continues to effectively mobilize people's participation in the election of village chiefs/residential group leaders and in people's voluntary contributions to local public works (roads, bridges, cultural houses, playgrounds, etc.). However, people still propose to participate from the planning stage to monitoring implementation at the grassroots level.

Resolutely overcome limitations and improve service quality

From the perspective of not only considering PAPI as a ranking, but also as a tool for criticism and reflection to innovate management methods and improve the efficiency of serving people, the province pays special attention to analyzing low-scoring indexes and indexes that have increased in score but still have poor content components in order to propose practical adjustment solutions. For example, the Environmental Governance and E-Governance indexes are still at a low average level nationwide. Specifically, the Environmental Governance index in 2024, although increasing by 0.26 points compared to the previous year, reached 3.57 points. According to people's assessment, the lack of proactive implementation of environmental protection requirements by local authorities and the quality of domestic water sources are the main reasons leading to the very low score of this content index...

The e-Governance Index also increased by only 0.06 points, reaching 3.39 points. Although people recognized the efforts to upgrade the digital platform and promote the increase in the rate of people using online public services, the rate of users interacting on the Electronic Information Portal is still low; many procedures still have to be done directly at the "one-stop shop".

The Civic Accountability Index remains unchanged at 4.26 points, placing it in the group of provinces and cities with low average scores. This index score has not changed compared to 2023 due to the level of trust in local courts and judicial agencies as well as the level of use of civil dispute resolution mechanisms through courts or non-courts with little change; village heads/heads of residential groups and commune-level People's Committee officials are still the ones most people approach to request resolution of pressing issues and problems compared to grassroots union officials and commune-level People's Council delegates.

In addition, the province's Public Service Delivery Index score reached 7.84 points, placing it among the group of provinces and cities with high average scores, but showing that people are still not really satisfied with the quality of education and health care at the district level. Issues such as extra tutoring, hospital overload, poor hygiene, and suggestions to go to private pharmacies to buy medicine continue to affect the overall satisfaction level.

Based on the results of the PAPI 2024 analysis, the province has requested departments, branches and local authorities to: Urgently review each weak indicator, analyze the causes, develop specific improvement plans; assign clear responsibilities to leaders, improve staff capacity, innovate the spirit of public service; increase the application of digital technology in handling administrative procedures, ensure convenience, transparency and reduce direct contact; increase accountability, have regular dialogues with people, listen to feedback, and amend policies to match real life.

In the context of the nationwide implementation of administrative reorganization, abolishing district level, merging communes and moving towards merging provinces, Nam Dinh identified this as not only a challenge but also an opportunity to innovate thinking and governance methods. The province has set out key tasks: Streamlining the apparatus but not being far from the people, increasing decentralization and delegation of authority so that grassroots authorities can perform their service role well. Strongly developing digital government, applying online public services throughout the process, minimizing hassles, and increasing satisfaction levels. Focusing on training and arranging part-time cadres with real capacity, high sense of responsibility and good communication and problem-solving skills. Strengthening the supervisory role of the Fatherland Front, socio-political organizations and people, promoting public, transparent and fair governance.

With these solutions, Nam Dinh is constantly realizing the goal of building a modern, friendly, and efficient administration, taking people's satisfaction as a measure of reform. Each increase in index is proof of changes in service quality, social trust, and the foundation for sustainable development.

Article and photos: Thanh Thuy