VSS issues procedure for satisfaction assessment of organizations and individuals with the implementation of SI, HI, UI policies

This decision, take effect from the date of signing, replaces previous regulations concerning consulting and support activities for participants found in Chapter III of the process issued with Decision No. 681/QD-BHXH on July 9, 2021

The newly issued process aims to standardize the organization of surveys and assessments of satisfaction levels concerning the implementation of policies and the provision of services by social security offices in the fields of SI, UI, and HI. This standardization is intended to provide an objective basis for enhancing service quality, improving the effectiveness of service delivery, and better meeting the needs of citizens and businesses.

According to the Procedure, the satisfaction assessment shall ensure the principles of objectivity, integrity, timeliness, and comprehensiveness; comply with regulations on confidentiality and information security for survey participants; and apply scientific assessment methods appropriate to the conditions and resources of VSS system.

The Procedure clearly defines the responsibilities of units throughout the VSS system. Specifically, Customer Advocacy and Services Department serves as the lead unit in advising on the development of implementation plans, organizing implementation, providing guidance, conducting inspections, and supervising survey activities nationwide. Specialized departments shall coordinate implementation in accordance with their assigned functions and responsibilities, while provincial – level VSS office shall organize surveys and direct and supervise their implementation at the local level.

The satisfaction assessment procedure is implemented through five steps: developing the implementation plan; conducting the survey; analyzing data; reporting and publishing the results; and addressing shortcomings identified through the survey. Surveys may be conducted using various methods, including printed survey forms, telephone interviews, or online surveys through electronic platforms, social media, the VssID – Digital Social Security application, and other appropriate channels, ensuring convenience for participating organizations and individuals.

For online public services, the procedure stipulates that surveys shall be conducted both when organizations and individuals log into the Public Service Portal to carry out transactions and after the Social Security office has provided the results of administrative procedure processing. The survey content focuses on assessing users’ service experience, ease of use, processing time, quality of support, and the outcomes of administrative procedure settlement.

According to the procedure, the satisfaction assessment results serve as a basis for units within the VSS system to review the quality of public administrative service in SI, UI, HI; identify existing limitations, their underlying causes, and appropriate corrective measures. Within no more than 30 days from the date the survey results are published, the assessed units shall develop service quality improvement plans for areas with low satisfaction ratings or receiving significant feedback, and submit such plans to VSS for monitoring and reporting.

The issuance of the Procedure on the Satisfaction Assessment of Organizations and Individuals is one of the key measures to strengthen a people- and business-centered service approach; promote administrative reform; improve the service quality of the Social Security office; and contribute to enhancing the implementation of SI, UI, HI policies in the new phase.