to complete all procedures to officially operate); Among the 6 provinces in the North Central region, Quang Binh is the locality with the highest rate of enterprises assessing that the time to carry out administrative procedures is shorter than the regulations (at a rate of 77%); CPKCT in 2019 increased by 31 ranks compared to 2018, ranking 32/63 nationwide.
According to SIPAS, about 83.43% of respondents were generally satisfied with the services provided by administrative agencies in Quang Binh province. The survey results also showed that the majority of businesses and people had a positive perception and assessment of the quality of public service provision in Quang Binh province; showing that the locality's efforts in recent times have had reform policies to improve the satisfaction of businesses and people with the quality of public service provision.
3.7.2. Existence, limitations and causes
- Regarding access to public services: The application of IT is still slow, not keeping up with the development trend of society [40]. Although the province's e-Governance score (PAPI) is among the best in the country, the assessment of the component contents shows that the ability to respond to online public services in the province is not high, the interaction between the government and businesses and people on the Internet is not really strong. This is also reflected in the results of the SIPAS and PCI indexes, specifically: According to SIPAS, businesses and people still rate the suitability quite high (92.83%) for the transaction method at the One-Stop Department while the online form via the Internet still has many shortcomings and is not suitable (the suitability level is only 78%); According to PCI, the application of IT in business registration is not good. The rate of enterprises completing business registration procedures through new methods (online, public administrative services, post office) is only 47% (although it has increased by 32 places compared to 2018, ranking 23rd out of 63 provinces and cities) and the application of IT is only rated as good by 39% of surveyed enterprises; Notably, while the rate of enterprises accessing the province's website is quite good, the score on openness and quality of the province's website is the lowest among the provinces in the North Central region. According to the survey results, enterprises and people often do not like to learn through the listing board because it is inconvenient, difficult to follow and requires time to read and research; while the habit and ability to use the internet and access means are still very limited. This result is also quite similar to the results of the SIPAS index in 2019 when people said that the information channel to learn about regulations on administrative procedures is from civil servants where the documents are submitted (71%) but very little via the internet (7.17%). This is a major barrier for Quang Binh province in the process of implementing e-government and implementing policies.
The above limitations require improving the quality of the website as well as transparency of information about administrative procedures on the information portal. First of all, it is necessary to unify the use of a common electronic information portal specializing in the field of administrative services, which is connected from the provincial, district and commune levels; at the same time, it is necessary to synchronously implement propaganda solutions, increase the access rate to learn about and perform administrative procedures through the electronic information system for businesses and people.
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The purpose of using the internet in administrative units is still quite simple, mainly for sending and receiving emails, searching for information and studying and researching; while the rate of establishments using computers and the internet to conduct operations and provide online public services is low [11]. The self-assessment results in the PAR-INDEX also show that Quang Binh needs to make more efforts to modernize its administration, including learning from the experience of Thua Thien Hue, the leading locality in the country in this component index.
- Regarding procedures, administrative procedures and monitoring mechanism:
Institutional reform is not consistent, some legal documents lack stability; guidance documents from higher levels are not timely, making implementation difficult. Although administrative procedures have been reduced, there are still many cumbersome procedures. According to PAPI, there are two components: administrative procedures at commune/ward level and Certification/confirmation, which tend to decrease in score compared to previous years. Some public services still have many shortcomings such as granting land use right certificates [45], Certification at district level [18].
The initial operation of the HCC Center still faces some difficulties and problems such as the transportation of documents, the process of monitoring the process of handling documents at the Departments, branches and specialized departments and divisions; The electronic One-Stop Software has not been integrated with the specialized software of the Central Ministries and branches. In addition, the number of public administrative procedures performed in the form of online public services at levels 3 and 4 is still very low, requiring the application of IT to the handling of administrative procedures through looking up the status of documents on the online information portal.
- Regarding the capacity and attitude of civil servants:
The qualifications and capacity of many civil servants do not meet job requirements, especially lacking many skills in applying modern technologies; in the performance of public duties, some places still cause trouble and harassment to businesses and people; training and improving the quality of civil servants in some agencies and units are sometimes inadequate.
when not yet associated with the requirements of use [2]. The spirit, attitude and responsibility towards service work of some civil servants are not high. The evaluation of friendly cadres and effective work handling according to PCI, although increased (60% in 2015 to 74% in 2017), is still at an average level.
The organizational structure in some agencies and units is still cumbersome, regulations on the internal organizational structure of departments have increased while the payroll has not been supplemented accordingly, making it difficult to implement. The number of non-professional workers at the commune level is still large and not streamlined, creating a cumbersome grassroots apparatus, with many people but little work, passive in work; some policies for commune-level cadres are not satisfactory [2].
- Regarding public facilities: Public facilities and working conditions at some agencies, units and localities are not guaranteed, affecting the quality of work in some areas [2]. Through investigation and survey, the current state of public facilities serving the provision of public services (especially at the commune level) still does not fully meet the needs of businesses and people when coming to transact.
- Regarding the results of handling public services:
There are still cases of backlog, slow processing, and the reception and return of results of administrative procedure settlement at the one-stop shop and inter-connected one-stop shop in some agencies, units, and localities are not in accordance with regulations; some procedural records are processed late [2]. The results of the report of the Provincial People's Committee on the control of administrative procedures show that the land sector always has a number of records that are processed late, causing much frustration for businesses and people. According to SIPAS, nearly 69% of respondents said that they had to go 2-3 times to resolve the work, even about 3.7% of people had to go up to 4 times; notification if there is a delay only accounts for 50% of late records and less than half of these records (46.15%) have a letter of apology if the delay occurs. This limitation is also reflected in the PCI Time Cost Index results, in which 59% of enterprises said that they did not have to travel many times to complete procedures, ranking 45/63 provinces and cities (ranked 4th out of 6 provinces in the North Central region). This is an issue that the sectors need to review to create favorable conditions for enterprises in the process of implementing administrative procedures in the coming time.
In general, the improvement of the contents/indicators of the assessment of the quality of public service provision in the Index Sets has not yet met the socio-economic development level of the locality, many contents/indicators have decreased in rank on the national rankings and when compared with the North Central region in particular. In addition, the implementation efficiency
Administrative reform in some agencies, units and localities is still low; some units and localities do not issue or issue annual plans late compared to requirements [40]; some component indicators of PCI are still only at the median level compared to the whole country and quite low compared to the North Central provinces, need to be further improved such as Transparency and access to information; Time costs; The situation of harassment, arising of CPKCT charges from enterprises has improved a lot but is still common..... The orientation of results for public services is not clear, formal. Inspection of public service reform in some units is not regular and appropriate, the implementation of some reform contents is not according to plan and is of low quality.
3.8. Summary of Chapter 3
Chapter 3 presents the current status of public service provision in Quang Binh. Before analyzing in depth the assessment of enterprises and people on the quality of public service provision in the research area, the author synthesized secondary data from reports of indexes such as PAPI, SIPAS, PAR INDEX, PCI to assess the quality of public service provision at agencies in the province. Next, the author used the structural equation model (SEM) to analyze the factors affecting the quality of public service provision. The research results showed that the scale was reliable. Exploratory factor analysis eliminated 01 observed variable belonging to the service access factor group, the remaining 26 variables were used to measure concepts related to the quality of public service provision. The PLS-SEM results showed that 6/7 relationships were accepted. In addition, using the importance-performance analysis tool (IPMA), the thesis has specifically pointed out the factors that are of great importance to the satisfaction of enterprises and people in the service provision process to serve as a basis for proposing policy implications in the next chapter.
CHAPTER 4. SOLUTIONS TO IMPROVE THE QUALITY OF PUBLIC ADMINISTRATIVE SERVICES IN QUANG BINH
4.1. Viewpoint
Improving the quality of public service provision is one of the key contents, implemented in parallel with other solutions to achieve the objectives set out in the planning, strategies, and socio-economic development plans of Quang Binh province in each specific period; at the same time, improving the quality of public service provision must be considered a tool and lever to create motivation to enhance local competitiveness and actively contribute to the socio-economic development of Quang Binh province.
Improving the quality of public service provision is a key task, of a regular nature, related to the entire system of government at all levels, between sectors and fields of the locality. Therefore, improving the quality of public service provision requires great determination from the provincial to grassroots levels, in which the role of leaders of agencies and units must be promoted to organize implementation seriously, practically and bring high efficiency.
Improving the quality of public service provision must be carried out systematically, with a roadmap and specific plans for both the short and long term; implementation solutions must be developed in accordance with local resource conditions and the socio-economic development status of the locality.
Improving the quality of public service provision must be included in the State's overall administrative reform program and the Quang Binh province's administrative reform plan for the 2021-2030 period; must closely follow the goals and contents of the program and plan as well as the project on building e-government of Quang Binh province in order to build a roadmap and implementation plan in a synchronous and effective manner.
Improving the quality of public service provision must be carried out comprehensively, with a focus and key points; prioritizing the resolution of pressing issues related to procedures with a large number of transaction records such as the fields of natural resources - environment; investment - construction; justice - civil status.
Taking the level of satisfaction of enterprises and people as a measure of the quality and efficiency of administrative agencies at all levels, as a basis for assessing the capacity of civil servants in performing public duties; linking administrative reform work with the work of preventing and combating corruption and waste.
4.2. Objectives
Improving the quality of public service provision will make an important contribution to the implementation of the objectives in Plan No. 118/KH-UBND dated January 22, 2021 of the Provincial People's Committee implementing Action Program No. 03 - CTr/TU dated December 9, 2020 of the Provincial Party Executive Committee on promoting administrative reform and improving the province's competitiveness, period 2021-2025 and the Quang Binh Provincial Administrative Reform Plan for the period 2021-2030 in Decision No. 3028/QD-UBND dated September 21, 2021 of the Provincial People's Committee, specifically:
Strive to improve the PCI Index to be among the region's good ones; improve the PAPI Index to be among the top in the country; PAR INDEX to be in the top 25 in the country; Continue to strongly reform administrative procedures, enhance the application of IT, handle work in the network environment, improve the quality and efficiency of handling administrative procedures for businesses and people.
Strive by 2025: 80% of the province's administrative procedures are qualified and provided online at levels 3 and 4; 100% of popular online public services at levels 3 and 4 related to many businesses and people are integrated with the National Public Service Portal. The rate of administrative procedure records resolved online at levels 3 and 4 out of the total number of records reaches at least 50%. The satisfaction level of businesses and people with the resolution of administrative procedures reaches at least 90%. Work records processed in the online environment reach 90% at the provincial level, 80% at the district level, 60% at the commune level; 80% of periodic reports of state administrative agencies are updated and shared on the reporting information system of the province, the Ministry and the country.
Strive by 2030: 100% of administrative procedures (requiring financial obligations) are implemented for online payment, in which the rate of online payment transactions reaches 50% or more; At least 90% of administrative procedures are eligible, provided online at levels 3 and 4, at the same time, complete the integration and provision on the national public service portal. The rate of online settlement records at levels 3 and 4 reaches at least 80%; 90% of the number of enterprises and people participating in the e-Government system are authenticated and consolidated on all information systems at all levels of government; Satisfaction level
The satisfaction level of enterprises and people in handling administrative procedures reaches at least 95%, of which the satisfaction level in handling administrative procedures in the fields of land, construction and investment reaches at least 90%.
4.3. Solutions to improve the quality of public service provision in Quang Binh province
4.3.1. Perfecting policies for civil servants participating in providing public services
a. Basis for proposed solution
The quality of public service provision is determined by the human factor, which is the civil servants participating in the public service provision system at all levels, from specialists to leaders. The results of the analysis of the linear structural model show that the sympathy and capacity of civil servants have a great influence on the satisfaction of enterprises and people. Although Quang Binh province has had a number of policies to improve the quality of civil servants in the one-stop administrative department, the current policies have not created many positive changes in the quality of civil servants, especially the professional staff involved in handling records at functional departments and offices. Some enterprises and people are still not really satisfied with the way administrative procedures are handled; the service attitude of some civil servants is not dedicated; has not adequately resolved the difficulties in resolving public administrative procedures for businesses and people, ... Therefore, improving the quality of the staff is one of the important tasks for all levels of government, centers, and public administrative departments in the province.
b. Implementation solution
In reality, most local authorities at all levels are always aware of the importance of increasing income for civil servants in order to motivate them to work with peace of mind, love their jobs and be committed to their jobs. However, in the context of limited local resources and great dependence on constraints under the state's salary policy, improving income for civil servants is not easy to implement. Therefore, local authorities at all levels need to be flexible in implementing policies to improve current income conditions for civil servants participating in handling public administrative procedures. First of all, the People's Committee of Quang Binh province needs to assign the Department of Home Affairs to preside over the development of guiding documents on policies and regimes for civil servants working at the One-Stop-Shop at all levels according to the plan set out in Decision No.
985/QD-TTg dated August 8, 2018 of the Prime Minister on promulgating the Plan to implement Decree 61/2018/ND-CP on implementing the one-stop and inter-connected one-stop mechanism in handling administrative procedures.
In addition, Quang Binh province can learn from some localities to implement the policy of allocating payroll and administrative expenses to departments, offices, and public service units (which has been applied in many provinces and cities). On that basis, departments and units need to issue internal spending regulations and public asset management regulations to ensure economical spending and savings from regular spending sources to supplement income for civil servants and public employees and activities such as rewards and welfare of the unit.
Based on Decision No. 15/2018/QD-UBND dated June 19, 2018 of the People's Committee of Quang Binh province (on promulgating the Regulation on publicly apologizing to organizations and individuals when handling administrative procedures with errors or overdue), authorities at all levels and administrative departments at all levels need to promote reform, change the mindset and working style of civil servants, implement administrative discipline, build a civilized cultural lifestyle in performing tasks, and at the same time promote the role and responsibility of leaders. Raise awareness, responsibility, and behavioral skills according to the motto "Civil servant smile" in performing public duties to increase the satisfaction of businesses and people with the service attitude of civil servants. At the same time, carry out regular or unscheduled inspections and supervision to detect and correct irresponsible behaviors or incorrect attitudes of civil servants towards service users.
Implement well the recruitment work, policies to attract talented people; learn from some typical localities to gradually implement the recruitment policy for some leadership positions. In addition to the Job Position Project, organizations providing public services need to develop a professional staff plan to have a plan for training and fostering the unit's staff. The form and content of training and fostering need to be improved and updated regularly; in addition to the previous traditional training forms such as selecting and sending staff for postgraduate training, organizations can apply many short-term, on-site training and fostering programs closely linked to practical needs, such as focusing on fostering working skills: persuasion skills, explanation skills, situation handling skills