The "breakthrough" step in implementing public administrative services

This is the first conference in a series of VSS' conferences that is expected to be held in June and July 2022 in 3 regions of North-Central-South in order to provide professional training and retraining for staff working in customer care for social insurance in 64 provinces and cities nationwide.

At the opening of the conference, Deputy General Director Tran Dinh Lieu shared, the customer care center was established in the context of the Government's promulgation of Decree 89/2020/ND-CP (August 4, 2020) stipulates the functions, tasks, powers and organizational structure of the VSS. Accordingly, on September 29, 2020, the VSS' General Director issued Decision No. 1218/QD-BHXH stipulating the functions, tasks, powers and organizational structure of the Customer Care Center, which has the function of helping the VSS' General Director to manage and implement activities to support, answer and advise on the implementation of policies on social, unemployment and health insurance; survey and assess the satisfaction of organizations and individuals participating in and benefiting from social, unemployment and health insurance regimes and policies.

Deputy General Director Tran Dinh Lieu delivered the opening speech of the Conference

The Deputy General Director pointed out, the customer-centered concept in the public administrative service sector remains quite new. Even with the VSS - one of the pioneering units in organizing the apparatus and taking care of customers, its understanding of these concepts is sometimes inconsistent. In fact, this activity has always been endeavored by the whole industry since its establishment, when it has always clearly defined its functional position as an agency serving and implementing social security policies. At all professional units of VSS as well as local social security agencies, there are departments to advise and support people, employees and businesses when performing transactions with the social security agency. However, with the establishment of the Customer Care Center, the VSS will ensure a centralized address to synthesize the thoughts and aspirations of all people with the social security policies as well as with the social security agency.

Lecturers exchange with students at the Conference

Take care of customers the same way with your loved ones

“Performing ordinary jobs with excellent quality; Exceeding customer expectations; Adding added value to every transaction with customers; Showing efforts and positive attitudes to each client; Taking care of customers the same way with your loved ones”, etc. These are the results drawn from one of the multiple-choice tests and also shared experiences about customer care that students of the Vietnam's social insurance industry are excited to participate in the first training session. Since it has "touched" the emotions of most of the cadres, civil servants and employees of the industry in the journey to bring the policy closer to the people, especially in disadvantaged, remote and isolated areas.

In the past few years, Vietnam's social insurance industry has also undergone a drastic change from thinking and awareness to action with the point of view of "taking the participants of social and health insurance as the service center". In order to promptly support customers, the VSS industry currently maintains 07 main channels of interaction with customers, namely: the telephone switchboard system to receive information reflecting the information used by the VSS; National Public Service portal; Web portal; Fanpage; Email; post office; a number of other forms (direct reflection of organizations and individuals; through customer care activities of social security agencies at all levels; through information and reports on activities of the Industry, etc.).

Students exchange in group exercises

Specifically, from the information receiving channels, the customer care system of the social security industry will take care of customers through answering, consulting and supporting them at their request (passive care) on all issues related to social insurance, unemployment insurance, health insurance such as: consulting or responding to policy matters; supporting the implementation of administrative procedures and public services on social, unemployment, health insurance.

Besides, it will hold dialogue conferences, consultations, and policy Q&A sessions for customers (active care). On the basis of the key tasks of the Industry during the year or from time to time, the customer care department develops and organizes conferences to discuss, consult, and answer policies on topics in order to promptly answer and advise customers on a field, or a product (a newly issued policy or an administrative procedure, a newly deployed product). The proactive customer care also aims to evaluate the overall implementation of policies on social, unemployment and health insurance, on that basis, to develop solutions to improve efficiency in the process of policy implementation.

Students are taking souvenir photos at the Conference

On the basis of receiving information from passive and active customer care activities, the Center analyzes and processes information, thereby making recommendations to improve business processes and implementation, meeting the needs and desires of customers.

Especially, annually or irregularly, the VSS organizes survey activities to assess the satisfaction of organizations and individuals, on that basis, to promptly grasp the needs of customers to make adjustments in implementing or proposing, recommending to the competent authorities to adjust, amend, supplement and perfect the policy. In 2021, the VSS conducted a satisfaction survey of individuals, organizations and businesses with the service of Vietnam's social security industry and achieved 84.5% of people's satisfaction for all indexes (surpassing the satisfaction level of 2.4% compared to Resolution 28-NQ/TW on reforming social insurance policies). Those results have confirmed the increasing position and role of the social security agency, people's satisfaction about the policy implementation agency as well as social security policies, especially during the COVID-19 epidemic period that creates difficulties for people's lives as well as carrying out all political tasks.

Some photos taken at the Conference: