Decision 766/QD-TTg 2022 approving the set of indicators for direction, administration and assessment of the quality of services provided to citizens and enterprises in the electronic environment

          DECISION

Approving the set of indicators in reference to the direction, administration and assessment of the quality of services provided to citizens and enterprises in the performance of administrative procedures and public services in real time in the electronic environment

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THE PRIME MINISTER

Pursuant to the Law on Organization of the Government of June 19, 2015;

Pursuant to the Government’s Decree No. 150/2016/ND-CP dated November 11, 2016, defining the functions, tasks, powers and organizational structure of the Government Office;

Pursuant to the Government’s Decree No. 63/2010/ND-CP dated June 08, 2010, on controlling administrative procedures and the Government’s Decree No. 92/2017/ND-CP dated August 07, 2017, on amending and supplementing a number of articles of Decrees related to controlling administrative procedures;

Pursuant to the Government’s Decree No. 61/2018/ND-CP dated April 23, 2018, on the implementation of the single-window and inter-agency single-window mechanism in the performance of administrative procedures and the Government’s Decree No. 107/2021/ND-CP dated December 06, 2021, amending and supplementing a number of articles of the Government’s Decree No. 61/2018/ND-CP dated April 23, 2018, on the implementation of the single-window and inter-agency single-window mechanism in the performance of administrative procedures;

Pursuant to the Government's Decree No. 45/2020/ND-CP dated April 08, 2020, on performance of administrative procedures in the electronic environment;

Pursuant to the Government’s Resolution No. 03/NQ-CP dated January 10, 2022, on the Government’s virtual conference with provinces and the Government’s regular meeting in December 2021;

At the proposal of the Minister, Chairperson of the Office of the Government.
 

DECIDES:

Article 1. To approve the set of indicators in reference to the direction, administration and assessment of the quality of services provided to citizens and enterprises in the performance of administrative procedures and public services in real time in the electronic environment (hereinafter referred to as the set of indicators). To be specific:

1. Groups of component indicators:

a) Publicity and transparency.

b) Progress and results.

c) Dossier digitalization.

d) Online service provision.

dd) Level of satisfaction.

2. Assessment indicators of each component indicator group specified in Clause 1 of this Article are specified in the Appendix to this Decision. The Government Office shall review and adjust assessment indicators of each component indicator group according to actual conditions and the data management, operation and exploitation in real time; report to the Prime Minister to amend and supplement such component indicator group according to the management, direction and administration requirements and the needs for monitoring, supervising and assessing of individuals and organizations.

Article 2. Subjects, methods and assessment period

1. Ministries, ministerial-level agencies, Vietnam Social Security, People’s Committees at all levels and units affiliated to the aforementioned agencies; other agencies and units providing public services on the National Public Service Portal and the information systems for handling of administrative procedures at ministerial and provincial levels.

2. The assessment shall be conducted based on the data in real time.

Article 3. Handling assessment result

1. The assessment result shall be publicized on the National Public Service Portal and the information systems for handling of administrative procedures at ministerial and provincial levels (ministerial- and provincial-level public service portals); ministerial, sectoral and local web portals, and shall serve the direction, administration and assessment of the administrative procedure reform of agencies and units; monitoring, supervision and assessment by individuals and organizations, and improve the quality of administrative procedure performance and public service provision.

2. The assessment result is one of the criteria for reviewing the task completion of agencies and units; determining the responsibility of individuals and heads of agencies, units in performing administrative procedures and providing public services. It is also be used when considering appointing, planning, training, fostering, commending, rewarding and disciplining cadres, civil servants, public employees and employees under Clause 2 Article 32off the Government’s Decree No. 61/2018/ND-CP dated April 23, 2018, on the implementation of the single-window and inter-agency single-window mechanism in the performance of administrative procedures.

Article 4. Implementation organization

1. The Government Office shall develop, manage and operate the system assessing the set of indicators; publicize assessment results on the National Public Service Portal; provide technical instructions on connection, integration and synchronization of data between information systems and databases with the National Public Service Portal, serving the assessment of indicator groups specified in this Decision in real time and the system administration decentralization for ministries, agencies and localities for the direction and administration, and put the system into official operation from August 01, 2022.

2. The Ministry of Information and Communications shall fully, accurately, frequently and continuously integrate and synchronize the data on monitoring and assessing the efficiency and use of online public services with the system assessing the set of indicators of the National Public Service Portal in service of the assessment of indicator groups specified in this Decision in real time.

3. Ministries, ministerial-level agencies, Vietnam Social Security, provincial-level People’s Committees and relevant agencies shall be responsible for integrating and synchronizing data in a sufficient, accurate, frequent and continuous manner to serve the assessment of indicator groups specified in this Decision in real time, in which, ministries and ministerial-level agencies shall integrate and synchronize data classified by locality, administrative unit, agency or unit of the centralized public service systems that are managed by ministries and ministerial-level agencies with the system assessing the set of indicators of the National Public Service Portal; publicize the assessment result on the information systems for handling of administrative procedures at ministerial and provincial levels (ministerial- and provincial-level public service portals), ministerial, sectoral and local web portals; participate in managing and operating the system assessing the set of indicators. It is not allowed to make new investments in the system for monitoring and assessing the quality of administrative procedure performance and public service provision by ministries, agencies and localities.

Article 5. This Decision takes effect on the date of its signing.

Article 6. Ministers, heads of ministerial-level agencies, heads of government-attached agencies, Chairpersons of People's Committees of provinces and centrally-run cities, and concerned organizations and individuals shall be responsible for the implementation of this Decision./.

* All Appendices are not translated herein.