Improving the quality of public administrative service provision in Quang Binh province

CHAPTER 3. RESEARCH RESULTS ON THE QUALITY OF PUBLIC ADMINISTRATIVE SERVICE PROVISION IN QUANG BINH 65

3.1. The process of improving the quality of public service provision in Quang Binh province 65

3.1.1. Period 1991-2000 65

3.1.2. Period 2001 - 2010 66

3.1.3. Period from 2011-present 67

3.2. Current status of public service provision in Quang Binh province 69

3.2.1. Public service system in the province 69

3.2.2. Evaluation of direction and management to improve the quality of public service provision 72

3.2.3. Results of providing public services in the province 76

3.3. Results of assessing the quality of public administrative service provision in Quang Binh province from official index sets 77

3.3.1. Results of assessing the quality of public service provision through PCI 77

3.3.2. Results of assessing the quality of public service provision through PAR INDEX and SIPAS 81

3.3.3. Results of assessing the quality of public service provision through PAPI 86

3.4. Quality of public administrative service provision in Quang Binh through survey results of enterprises and people 89

3.4.1. Characteristics of the research sample 89

3.4.2. Descriptive statistics of research variables 90

3.5. Analysis of factors affecting satisfaction with the quality of public administrative services in Quang Binh 101

3.5.1. Measurement Model Evaluation 101

3.5.2. Structural model evaluation and hypothesis testing 105

3.6. Importance-performance analysis (IPMA) 110

3.6.1. Data Check 110

3.6.2. Analysis results 111

3.7. Overall assessment of the quality of public service provision in Quang Binh province 113

3.7.1. Results achieved 113

3.7.2. Existence, limitations and causes 115

3.8. Summary of Chapter 3 118

CHAPTER 4. SOLUTIONS TO IMPROVE THE QUALITY OF PUBLIC ADMINISTRATIVE SERVICES IN QUANG BINH 119

4.1. Viewpoint 119

4.2. Target 120

4.3. Solutions to improve the quality of public service provision in Quang Binh province 121

4.3.1. Perfecting policies for civil servants participating in providing public services 121

4.3.2. Complete administrative procedures in the direction of simplification and ease of implementation 123

4.3.3. Strengthening the monitoring of the HCC 125 procedure settlement process

4.3.4. Promoting the application of IT in providing public services 128

4.3.5. Increase investment in building infrastructure and equipment to serve public service provision activities 131

4.3.6. Improve leadership, management and operational capacity at agencies,

Unit 132

4.3.7. Improving the quality of providing public administrative service information to businesses and people 134

4.4. Summary of chapter 4 136

PART IV – CONCLUSION 137

1. Conclusion 137

2. Limitations of the thesis and future research directions 139

LIST OF PUBLISHED WORKS RELATED TO

THESIS 140

REFERENCES 141

APPENDIX 151

APPENDIX 1: DIRECTIVE DOCUMENTS AND LEGAL DOCUMENTS ON SERVICES ISSUED 152

APPENDIX 2: INDICATORS FOR ASSESSING THE QUALITY OF PUBLIC ADMINISTRATIVE SERVICES IN THE SET OF INDICATORS FOR ASSESSING PUBLIC ADMINISTRATIVE SERVICES IN VIETNAM 156

APPENDIX 3: INTERVIEW OUTLINE WITH RESEARCH MODEL CONSTRUCTION EXPERTS 165

APPENDIX 4: DATA ON ADMINISTRATIVE PROCEDURES OF QUANG BINH PROVINCE IN THE PERIOD 2017-2019 168

APPENDIX 5: SURVEY FORM ON PEOPLE'S ASSESSMENT OF THE QUALITY OF PUBLIC ADMINISTRATIVE SERVICES IN QUANG BINH 169

APPENDIX 6: DATA PROCESSING RESULTS 172

LIST OF TABLES

Table name

Page

Maybe you are interested!

Table 1: Characteristics of public administrative service management models 9

Table 2: Quality factors of public health services (foreign studies) 15

Table 3: Focus of administrative reform through stages 18

Table 4: Sets of indicators for assessing the quality of public services in Vietnam 23

Table 5: Quality factors of public health services (domestic research) 29

Table 2.1: Population and population structure of Quang Binh province by gender and region 49

Table 2.2: Scale of measuring variables of public service quality and satisfaction of enterprises and people when using public service quality 56

Table 3.1: Results of receiving and handling documents at Quang Binh provincial units in the period 2017 - 2019 76

Table 3.2: PCI score ranking of Quang Binh in the period 2007 - 2019 77

Table 3.3: Enterprise assessment of business registration procedures and civil servants 79

Table 3.4: Summary of some indicators to assess the transparency of the North Central provinces in 2019 80

Table 3.5: Time cost indicators of PCI index in 2019 in North Central provinces 81

Table 3.6: PAR Index score rankings of Quang Binh in the period 2012 - 2019 82

Table 3.7: Evaluation results on service provision organization of state administrative agencies of Quang Binh province in 2019 84

Table 3.8: Assessment of businesses and people on the results of handling records 85

Table 3.9: PAPI score rankings of Quang Binh in the period 2011 - 2019 86

Table 3.10: Information of people and business representatives participating in the interview 89

Table 3.11: Assessment of enterprises and people on transparency in access

service 90

Table 3.12: Assessment of enterprises and people on facilities 93

Table 3.13: Assessment of enterprises and people on administrative procedures and monitoring mechanisms 94

Table 3.14: Evaluation of enterprises and people about cadres 97

Table 3.15: Assessment of enterprises and people on the results of handling public services 99

Table 3.16: Assessment of satisfaction level of businesses and people with public service 100

Table 3.17: Detailed calculation table of Cronbach's Alpha index and Composite reliability 101

Table 3.18: Factor loadings (outer loadings) of observed variables 102

Table 3.19: Cross-loading coefficient table of factors 104

Table 3.20: Variance Inflation Factor (VIF) 105

Table 3.21: Assessment of model fit 107

Table 3.22: Summary of structural model results 108

LIST OF CHARTS, FIGURES

Chart/Figure Name

Page

Figure 1.1. Proposed research model 45

Figure 2.2. Map of Quang Binh province 47

Figure 2.3. GRDP by economic sector of Quang Binh province in 2019

calculated at current price 49

Figure 2.4. Flowchart of the research process of the thesis 54

Figure 3.1. Number of administrative procedures of provincial units brought to the HCC Center for settlement in 2019 70

Figure 3.2. Number of online public services in Quang Binh province in 2018 72

Figure 3.3. Rate of administrative procedures developed and applied in localities according to national standards TCVN ISO 9001:2008 75

Figure 3.4. Fluctuations in PCI index of Quang Binh in the period 2007 - 2019 78

Figure 3.5. PAR INDEX of North Central provinces in the period 2012 - 2019 82

Figure 3.6. SIPAS Index 2019 of Quang Binh province compared to other provinces in the Central region 83

Figure 3.7. PAPI index of North Central provinces in the period 2011 - 2019 87

Figure 3.8. Quang Binh's "Public Administrative Procedures" Index over the years 88

Figure 3.9. Quang Binh's "E-Governance" Index over the years 88

Figure 3.10. Variance extracted AVE 103

Figure 3.11. The resulting model is obtained from PLS Bootstrap output 106

Figure 3.12. Path value and R 2 value107

Figure 3.13. IPMA diagram of latent variables 111

Figure 3.14. IPMA chart of indicator variables 112

PART I. INTRODUCTION

1. Urgency of the topic

Public administrative services are non-profit services that serve the State management activities, and are required and encouraged for businesses and citizens to perform to ensure social order and safety. The products of these services are issued by competent State administrative agencies (or authorized organizations) to organizations and individuals in the form of documents (or digital information) that have legal value in the fields managed by that agency.

Improving the quality of public administrative services has always been a research issue of interest to local authorities in response to the increasing demands of businesses and people because the quality of public administrative services is a decisive factor in the competitiveness of a locality and meeting the essential needs of businesses and people. With the diversity of public services in general and public administrative services in particular, the forms of provision and the unique characteristics of public administrative services compared to other types of services, it can be seen that providing this type of service effectively is not a simple matter.

In the past two decades, there have been many studies on public administrative services in countries around the world and in Vietnam, mainly focusing on three main directions: The nature, role, and classification of public services; Issues of public sector management in general and public administrative service management in particular; Analysis of the current status of providing some basic public services and the current status of socialization of public service provision to propose recommendations to improve the quality and efficiency of public service provision for society [41]. However, most studies focus on analysis at the national level and a few studies delve into the local government level. In fact, there are quite large differences between the government and local government levels in service provision and service quality assessment criteria. At the government level, in terms of providing public administrative services, the government is often the agency that sets policies at the macro level, national scope, while implementation is assigned to local authorities at all levels [14]. On the other hand, there are also differences and specific characteristics between localities in a country in terms of economic, social conditions and administrative systems. With the diversity in level and scope of studies on the quality of public administrative services that have been conducted, synthesizing domestic and foreign studies will allow finding theoretical gaps in the thesis.

Currently, the pressure to improve the quality of public administrative services is increasing for many reasons. Firstly , the provision of public administrative services is still bureaucratic, not paying due attention to the efficiency and quality of services. Secondly , public administrative services are increasingly competitive. The attitudes and behaviors of enterprises and people towards choosing and using public administrative services have also changed significantly, from passive users to active users with higher requirements and demands on service quality; In addition, the level of participation of enterprises and people in the service transfer process is increasing. Thirdly, Resolution No. 30c/NQ-CP of the Government in 2011 on the Overall Program of State Administrative Reform for the period 2011 - 2020 clearly stated: " The focus of administrative reform in the next 10 years is to improve the quality of public administrative services " [9]. To promote the administrative reform process, the government has issued and amended many regulations related to reform in the public sector, specifically reforming public administrative services. Therefore, if the quality of public administrative services of state agencies is not improved, the overall quality of public administrative services will decline, negatively affecting people's lives and the overall development of the whole society.

As a province in the North Central region, in recent times, authorities at all levels in Quang Binh province have made many efforts in reforming public administrative services. The Provincial People's Committee has implemented administrative reform processes to effectively implement the one-stop, interconnected mechanism at provincial, district and communal administrative units; regularly summarize experiences, perfect and improve the quality of the model to suit the reality in the direction of minimizing inconvenience for citizens and organizations [44]. However, the implementation results have not yet met the requirements of socio-economic development in the locality. This is reflected in indicators assessing the management and operation efficiency of local authorities such as the Provincial Competitiveness Index (PCI), the Provincial Governance and Public Administration Performance Index (PAPI), etc. Specifically, the annual survey results of PCI and PAPI show that the provision of public administrative services in the province still has many shortcomings and limitations such as: administrative procedures have been cut but are still cumbersome; businesses still face difficulties and problems in some areas such as land administration; justice; limited application of information technology; spirit, attitude and responsibility of the public service providers.

Improving the quality of public administrative service provision in Quang Binh province - 2

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