At the government’s regular March meeting held online on April 6, Minister of Home Affairs Pham Thi Thanh Tra reported the 2024 Public Satisfaction Index (SIPAS) for state administrative services and the 2024 Administrative Reform Index (PAR Index) rankings for provincial and city People’s Committees.

Tra said these two tools help localities analyze, compare, and pinpoint strengths and weaknesses in administrative reform (AR) to devise fixes and boost efficiency.

83.94 percent pleased with state agencies

2024 marks the eighth year MHA measures the SIPAS. The ministry, with other units, surveyed 36,525 people across 195 district-level units, 385 commune-level units, and 1,170 villages, hamlets, and residential groups.

The 2024 SIPAS averaged 83.94 percent, up 1.28 percent from 2023. Top five performers were Hai Phong, Thai Nguyen, Hai Duong, Quang Ninh, and Ba Ria-Vung Tau; bottom five were Bac Kan, Lang Son, Quang Nam, An Giang, and Quang Ngai.

Satisfaction with policy-making and execution hit 83.84 percent in 2024, up 1.35 percent from 2023—ranging from 78.16-90.59 percent across provinces.

Satisfaction with public administrative services reached 84.09 percent—up 1.12 percent from 2023—ranging from 78.18-92.00 percent.

On public servants’ service quality, 90.06 percent of respondents saw no hassle or harassment; 8.98 percent noted some officials causing issues; 0.96 percent said many did.

Top 2024 public demands: 66.56 percent want better official capacity in handling citizen tasks; 63.10 percent seek improved official attitudes; and 59.42 percent call for more transparency in information.

Hai Phong tops, Cao Bang lags in reform

The 2024 PAR Index marks its 13th year of evaluation by MHA. The ministry approved a new criteria set, updating benchmarks and methods to match reality and Government tasks under Resolution 76/NQ-CP.

To determine the PAR Index in 2024, MHA conducted a survey of more than 85,600 votes, including 36,525 votes from the people to measure the above satisfaction level; 49,159 electronic votes surveyed of the targeted group of officials, civil servants, and leaders at ministries, localities, associations, and unions.

The PAR Index in 2024 of provinces and cities continues to maintain positive growth, with the highest average value ever, reaching 88.37 - 1.39 percent higher than in 2023.

For the second straight year, all 63 localities scored above 80 percent. Stats show 53/63 improved from 2023, with Binh Thuan jumping most (+6.39 percent) and Lai Chau least (+0.19 percent). Nine saw slight drops, the biggest at 2.94 percent, the smallest at 0.21 percent.

Hai Phong led the 2024 PAR Index at 96.17 percent—up 4.3 percent and one rank from 2023. It’s their second time topping nationwide (last in 2021).

Over the last 13 years of ranking, Hai Phong has stayed in the top five for 12, hitting second place seven times.

The ministry credits Hai Phong’s bold AR efforts for its feats: in 2024, it’s the only locality with double-digit growth for 10 straight years, drawing $4.7 billion in FDI—2.35 times its target.

Ba Ria-Vung Tau ranked second at 93.35 percent, up three spots from 2023.

Other standouts were Hanoi at third at 92.75 percent, Quang Ninh fourth at 91.49 percent, and Thai Nguyen fifth at 91.47 percent.

Cao Bang trailed at 82.95 percent.

Low performers included Bac Kan at 84.23 percent (60/63), Gia Lai at 84.01 percent (61/63), and Lam Dong at 83.11 percent (62/63).

VietNamNet’s readers have reacted differently about the reports on administrative reform.

A reader said the survey on people’s satisfaction with administrative reform should be assigned to an independent unit, rather than MHA. 

Nguyen Duc Vinh, another reader, noted that people may have doubts about the outcomes of the survey conducted by a state agency. There are many reasons for people not to give answers which truly reflect their thoughts and real situation.

First, survey participants don’t want to end up on a list. Second, many push to speed up or complete files despite missing requirements. Third, gathering evidence is near impossible even when deeply dissatisfied.

The real issue is whether progress, quality, and productivity meet demands; and if they do, is the payoff satisfying?

Other readers commented that survey results hinge on polling methods, issues, and questions. 

Surveys need to target different sectors for specific figures per industry and field. Only then can strategies and solutions be tailored to each, avoiding vague generalizations that mislead.

Nguyen Thao