The document reception department at the HCM Social Security Office

During this period, the HCM Social Security Office has strengthened information dissemination and guidance for citizens on procedures, document requirements, and content through the official electronic portal, Fanpage, and Zalo of the organization. Feedback collection boxes, hotlines, citizen reception desks, etc., have been set up at the reception department to facilitate citizens in providing opinions, feedback, and recommendations. The agency reviews, resolves, and promptly responds to citizens' feedback, recommendations, or issues forwarded by relevant authorities. Efforts have been made to simplify administrative procedures, digitize data, ensure transparency and accountability in handling administrative procedures, and enhance the provision of online public services.

Regular quarterly dialogues with businesses are organized to promptly address business concerns, resolve existing issues and limitations, and encourage citizens and businesses to actively contribute and propose solutions for administrative reform. Specifically, from the beginning of 2023 until now, the HCM Social Security Office has organized 6 dialogue conferences with the participation of over 1,000 labor-utilizing units in the area. The agency has received and responded to nearly 400 opinions and recommendations, and has received positive feedback and evaluations from the businesses and organizations that attended.

According to the plan for the year 2023, in order to enhance the quality of service, the HCM Social Security Office has conducted surveys and evaluations to measure the satisfaction level of citizens regarding the services provided by the social insurance agency. Through these assessments from the survey questionnaires, the HCM Social Security Office promptly captures the requirements and desires of individuals and organizations, in order to implement measures to improve service quality, streamline administrative procedures, and enhance the attitude and responsibility of the staff to better meet the needs and rights of participants receiving social, health, and unemployment insurance.

The surveys and evaluations focus on the following aspects: the level of information accessibility for individuals and organizations, satisfaction with the sense of responsibility and service attitude of the HCM Social Security Office’s staff, satisfaction with the administrative procedure handling process, and recommendations from citizens and units to improve the quality of operations and the quality of administrative procedure resolution.

With 1,035 conducted surveys targeting individuals and organizations who have transactions with the social security agency at the offices of the HCM Social Security Office, the Thu Duc Social Security Office, districts, and communes, the results show that many district-level social insurance agencies have achieved survey criteria of 90% or higher. This indicates that the service to citizens, organizations, and businesses is increasingly receiving attention and improvement from the leadership of the respective units, contributing to the enhancement of the service quality provided by the social security agency. Furthermore, this survey initiative also serves as an effective means to empower citizens and labor-utilizing units in monitoring the implementation of social, health, and unemployment insurance policies./.