Overview of the conference

At the VSS central hub, the conference brought together leaders of The Office, the Department of Finance and Accounting, and the Information Technology and Digital Transformation Center, together with leaders and officials of the Public Communications and Customer Support Department. Also Leaders and officials from provincial, municipal, and grassroots Social Security offices participated from local hubs.

In his keynote address, VSS Deputy Director General Dao Viet Anh emphasized that the satisfaction index of organizations and individuals serve as a comprehensive indicator reflecting the service quality and operational effectiveness of Social Security offices  across multiple dimensions, fromadministrative procedure reform, improvement of operationalprocesses, workforce quality, to the application of information technology and digital transformation. It is also an important indicator for evaluating the performance of the entire VSS system, contributing to the implementation of SI policy reform objectives under Resolution No. 28-NQ/TW and the 2024 Law on SI.

Mr. Dao Viet Anh noted that, over the years of conducting the survey,, the satisfaction level of organizations and individuals with the services provided by the VSS system has steadily improved, rising from 81.4% in 2020 to 89.5% in 2025. However, while this achievement is encouraging, it also places greater pressure on the entire system to continue innovating and improving service quality, with the goal of achieving an overall satisfaction rate of at least 90% by 2030 and 95% satisfaction with the handling of administrative procedures.

Regarding 2026 Satisfaction Assessment, Mr. Dao Viet Anh highlighted three major new features including: combination of face-to-face and online survey methods; shortening of the time interval between service delivery and evaluation to improve the accuracy of survey results; and implementation of the survey in line with the new organizational model of the Social Security system following the restructuring of VSS organizational structure. He requested all implementing units to uphold a strong sense of responsibility and conduct the survey in a serious, objective, and scientific manner throughout all stages, from sample selection, information collection, data compilation, and data analysis to analysis of the results, considering this one of the key indicators for evaluating the operational performance of each unit.

At the conference, leaders of the Public Communications and Customer Support Department presented and provided guidance on the implementation of VSS Plan No. 2198/KH-BHXH dated 29 June 2026 on assessing the satisfaction levels of organizations and individuals with the implementation of SI, HI, and UI policies in 2026. The training focused on the new features of Plan No. 2198/KH-BHXH; survey implementation procedures; sampling methodology; guidance on the use of online survey tools, data management and control; supervision, data compilation and analysis of survey results; and the preparation of satisfaction assessment reports. The presenters also reminded units of the need to ensure the objectivity and scientific rigor of the survey process, to strictly comply with the implementation schedule, procedures, and milestones set out in the Plan, and emphasized that this is the first year of implementing the satisfaction assessment plan for the 2026–2030 period with numerous new elements in accordance with the provisions of the 2024 Law on SI.

During the discussion session, representatives from the leadership of 12 provincial and municipal Social Security offices raised questions, shared difficulties and challenges encountered during the implementation of the survey at the local level. The discussions focused on sample selection, the organization of online and face-to-face surveys, data management, the use of survey tools, handling issues arising during implementation, and ensuring the objectivity of the assessment results. In response to group of issues raised during discussion, leaders of the Public Communications and Customer Support Department provided detailed responses to each group of questions and offered consistent guidance on implementation methods to ensure consistent, compliant, and effective implementation across all localities.

Leaders of the Public Communications and Customer Support Department extended their thanks and appreciation to local Social Security Officies for their strong sense of responsibility and close coordination in communications, participant support, and the implementation of satisfaction surveys during the past year. The leaders called on all units to continue advising on and implementing synchronized solutions to improve service quality for citizens and businesses, particularly in areas with high service quality requirements, ensuring that survey results accurately and objectively reflect the service performance of the Social Security system. They also expressed confidence that, with the determination of the entire system, Plan No. 2198/KH-BHXH will be implemented in a consistent and effective manner, thereby continuously improving service quality and better meeting the satisfaction of citizens and businesses with the implementation of SI, HI, and UI policies.