Quyết định 766/QĐ-TTg năm 2022 phê duyệt Bộ chỉ số chỉ đạo, điều hành và đánh giá chất lượng phục vụ người dân, doanh nghiệp trong thực hiện thủ tục hành chính, dịch vụ công theo thời gian thực trên môi trường điện tử

DECISION

APPROVING REAL-TIME PERFORMANCE EVALUATION INDEXES IN ELECTRONIC ADMINISTRATIVE PROCEDURES AND PUBLIC SERVICES

THE PRIME MINISTER OF VIETNAM

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

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

Pursuant to the Government’s Decree No. 63/2010/ND-CP dated June 08, 2010 on control of administrative procedures; the Government’s Decree No. 92/2017/ND-CP dated August 07, 2017 providing amendments to Decrees on control of administrative procedures;

Pursuant to the Government’s Decree No. 61/2018/ND-CP dated April 23, 2018 on implementation of single-window system and inter-agency single-window system for handling administrative procedures; the Government’s Decree No. 107/2021/ND-CP dated December 06, 2021 providing amendments to the Government’s Decree No. 61/2018/ND-CP dated April 23, 2018 on implementation of single-window system and inter-agency single-window system for handling administrative procedures;

Pursuant to the Government’s Decree No. 45/2020/ND-CP dated April 08, 2020 prescribing administrative procedures followed on electronic environment;

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

At the request of the Minister - Chairman of the Office of the Government;

HEREBY DECIDES:

Article 1. The set of real-time performance evaluation indexes in electronic administrative procedures and public services (hereinafter referred to as “performance evaluation indexes in public administration”) is hereby given approval. To be specific:

1. Groups of component indexes:

a) Transparency.

b) Processing time and result.

c) Document digitalization.

d) Provision of online services.

dd) Satisfaction.

2. Evaluation criteria of each component index group specified in Clause 1 of this Article are elaborated in the Appendix enclosed herewith. The Office of the Government shall consider modifying the evaluation criteria of each component index group to be conformable with actual conditions and serve the real-time data management, operation and use, and requesting the Prime Minister of Vietnam to make modifications to component index groups to meet management, monitoring, supervision and assessment requirements.

Article 2. Subjects, methods and time of evaluation

1. Subjects of the evaluation include ministries, ministerial agencies, Vietnam Social Security, People's Committees at all levels and their affiliated units; other agencies and units that provide public services on the National public service portal and ministerial- and provincial-level information systems for handling administrative procedures.

2. The evaluation shall be carried out based on real-time data.

Article 3. Evaluation results

1. Evaluation results shall be published on the National public service portal, ministerial- and provincial-level information systems for handling administrative procedures (ministerial- and provincial-level public service portals), and ministerial, sectoral and provincial web portals to serve the direction, management and evaluation of administrative procedure reform results of agencies and units; monitoring, supervision and evaluation of individuals and organizations, and improvement of quality of administrative procedures and public services.

2. Evaluation results shall be considered as one of standards for assessing the level of accomplishment of tasks assigned to agencies/units; determining responsibilities of individuals and heads of agencies/units in charge of handling administrative procedures and providing public services; considering promotion to a position, planning, training, education and commendation, rewarding or sanctioning of in-charge public staff members and employees as prescribed in Clause 2 Article 32 of the Government’s Decree No. 61/2018/ND-CP dated April 23, 2018.

Article 4. Implementation organization

1. The Office of the Government shall build, manage and operate the system of performance evaluation indexes in public administration; publish evaluation 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 to serve the real-time evaluation of the component index groups specified in this Decision, and grant administrator rights to ministries, regulatory authorities and provincial governments with the aim of serving direction, management and operation of the system which officially starts from August 01, 2022.

2. The Ministry of Information and Communications of Vietnam shall sufficiently, exactly, frequently and continuously integrate and synchronize data on supervision, performance evaluation and use of online public services with the system of performance evaluation indexes in public administration of the National public service portal in order to serve the real-time evaluation of component index groups as prescribed in this Decision.

3. Ministries, ministerial agencies, Vietnam Social Security, provincial People's Committees and relevant agencies shall sufficiently, exactly, frequently and continuously integrate and synchronize data to serve the real-time evaluation of component index groups as prescribed in this Decision; ministries and ministerial agencies shall integrate and synchronize data, sorted by each provincial government, administrative level, agency/unit, of the centralized public service systems under their management with the system of performance evaluation indexes in public administration of the National public service portal; publish evaluation results on the ministerial- and provincial-level information systems for handling administrative procedures (ministerial- and provincial-level public service portals), and and ministerial, sectoral and provincial web portals; participate in management and operation of the system of performance evaluation indexes in public administration; not invest in new supervision and performance evaluation systems in public administration of ministries, agencies and provincial governments.

Article 5. This Decision comes into force from the day on which it is signed. 

Article 6. Ministers, heads of ministerial agencies, heads of Governmental agencies, Chairpersons of provincial People’s Committees and relevant organizations and individuals are responsible for the implementation of this Decision./.

APPENDIX

REAL-TIME PERFORMANCE EVALUATION INDEXES IN ELECTRONIC ADMINISTRATIVE PROCEDURES AND PUBLIC SERVICES
(Enclosed with the Decision No. 766/QD-TTg dated June 23, 2022 of the Prime Minister)

I. DATA SOURCES

1. Data on application and application processing results of ministerial- and provincial-level information systems for handling administrative procedures synchronized with the National public service portal.

2. Data obtained from the National database on administrative procedures.

3. Data on online administrative procedures, public services, online payment, satisfaction evaluation, complaints, feedbacks, etc. on the National public service portal, and ministerial- and provincial-level information systems for handling administrative procedures.

4. Data on administrative procedures control reports available on the National reporting information system.  

5. Shared data of national information systems or databases (on population, business registration, etc.), and specialized databases.

II. DATA HANDLING

1. Group of transparency indexes

a) Ratio of administrative procedures announced on schedule

The ratio of administrative procedures announced on schedule = The number of administrative procedures announced on schedule/ Total administrative procedures announced in the period * 100%.

Where:

- The number of administrative procedures announced on schedule is the number of administrative procedures of which the annoucement decisions are issued within the time limit specified in Article 15 of the Government’s Decree No. 63/2010/ND-CP dated June 08, 2010 (as amended). In case the announcement decision of administrative procedures is updated on the National database on administrative procedures 10 (ten) business days after the day on which it is signed by the minister or head of ministerial agency, or 05 (five) business days after the day on which it is signed by the Chairperson of the provincial People’s Committee, the number of administrative procedures specified in that decision shall be considered to be announced behind schedule.

- Total administrative procedures announced in the period are total administrative procedures specified in annoucement decisions issued in the period.

b) Ratio of administrative procedures updated and published on schedule

The ratio of administrative procedures updated and published on schedule = The number of administrative procedures updated and published on the National database on administrative procedures on schedule/ Total administrative procedures updated and published on the National database on administrative procedures in the period * 100%.

Where: the number of administrative procedures updated and published on schedule is the number of administrative procedures updated and published on the National database on administrative procedures within the time limit specified in Clause 2 Article 24 of the Government’s Decree No. 63/2010/ND-CP dated June 08, 2010 (as amended).

c) Ratio of published administrative procedures with adequate compulsory forming parts

The ratio of published administrative procedures with adequate compulsory forming parts = The number of published administrative procedures that have adequate forming parts as prescribed in Clause 2 Article 8 of the Government’s Decree No. 63/2010/ND-CP dated June 08, 2010 (as amended)/ Total administrative procedures updated and published on the National database on administrative procedures * 100%.

d) Ratio of applications synchronized on National public service portal

The ratio of synchronized applications =  The number of synchronized applications whose “date of receipt” falls within the reporting period/ Total applications calculated in the period * 100%.

Where:

- Total applications calculated in the period: Comparison between total applications received in the period and total applications received in the period on the National reporting information system and statistical reports on application processing results synchronized on the National public service portal. In case total applications received in the period on the National reporting information system is greater than total applications received in the period on National public service portal, the former shall be used.

- Some cases in which data has been improperly synchronized:

+ If the denominator is zero, the phrase “No data on consolidated reports” is specified.

+ If the numerator is zero, the phrase “No data on synchronized applications” is specified.

+ If both numerator and denominator are greater than zero, and the numerator is greater than the denominator, a warning of inaccurate reporting data is given.

+ If the date of initial synchronization is 03 or more days later than the “date of receipt” of an application, the application will not be included in the number of synchronized applications (the numerator).

- The ratio of unsynchronized applications = 100% - Ratio of synchronized applications.

2. Group of processing time and result indexes

a) Ratio of applications processed ahead of or on schedule

The ratio of applications processed ahead of or on schedule in the period (including processed applications and those being processed) = Total applications which have been processed or are being processed ahead of or on schedule in the period/Total applications received and processed in the period * 100%.

Where:

- An application is considered to have been processed or is being processed ahead of or on schedule in the period if: Actual completion date – Processing start date <= Expected completion date

In case the “expected completion date” of a synchronized application is not available or the Expected completion date - Date of receipt > Maximum time limit for processing administrative procedures, the “maximum time limit for processing administrative procedures” shall be taken into account. To be specific: Actual completion date – Processing start date <= Prescribed time limit for processing administrative procedures.

In case an application needs to be modified, the time for processing administrative procedures = Actual completion date – Processing start date – Period pending documentation supplementation or fulfillment of financial obligation (Date of documentation supplementation – Date of request for documentation supplementation or date of notification of financial obligation).

Actual completion date shall be the date of the application status, i.e. “sucessfully processed”, “suspended”, “processing result has been returned”, “documentation supplementation is required”, “a request for application withdrawal has been submitted”, or “refused”. If an application status includes both “successfully processed” and “processing result has been returned”, the date of the former shall apply. If an application status only includes “documentation supplementation is required”, the actual completion date shall be the date of this status, except the cases where more than a request for documentation supplementation is made, and the application will be considered to have been processed behind schedule.  If the application status is not available, the actual completion date shall be last day of the reporting period, except the cases where the “expected completion date” is also the "reporting date", or is later than the “reporting date”, the “expected completion date” shall be taken into account.

Processing start date is the date of receipt of the application. If the date of receipt is not available, the processing start date shall be the first day of the processing period. An application shall be considered to have been processed overdue if both the date of receipt and the processing period are unidentified.

The maximum time limit for processing administrative procedures is the one published on the National database on administrative procedures. To be specific:

+ If the maximum time limit for processing administrative procedures is expressed in hours, total actual processing period shall be also determined in hours for comparison purpose;

+ If the maximum time limit for processing administrative procedures is expressed in business days, total actual processing period shall be also determined in business days and exclude Saturdays, Sundays and public holidays for comparison purpose;

+ If the maximum time limit for processing administrative procedures is expressed in days, months and years, total actual processing period shall be determined in normal days for comparison purpose.

- The ratio shall be calculated for each agency/unit, administrative level and for each administrative procedure.

b) Average processing time of each administrative procedure

Average processing time of administrative procedures = Total length of time for processing administrative procedure applications/ Total administrative procedure applications processed.

Total length of time for processing each administrative procedure application = Actual completion date – Processing start date.

3. Group of provision of online service indexes

a) Ratio of administrative procedures provided online

- Ratio of administrative procedures provided online = Total online administrative procedures registered/integrated in the National database on administrative procedures/ Total administrative procedures under jurisdiction * 100%.

In case an administrative procedure is registered/integrated at different levels, the administrative procedure registered/integrated at the highest level shall be taken into account.

- Ratio of administrative procedures provided offline = (Total administrative procedures under jurisdiction – Total administrative procedures provided online)/ Total administrative procedures under jurisdiction * 100%.

b) Ratio of online public services with application submission

Ratio of online public services with application submission = Total online public services with application submission in the period/ Total online public services registered/integrated in the National database on administrative procedures * 100%

c) Ratio of administrative procedure applications sorted by submission method

- Ratio of applications submitted online = Total applications received online in the period (1)/ Total applications received in the period * 100%.

 (1) Data: NgayTiepNhan in the period, KenhThucHien = 2 (online)

- Ratio of applications submitted directly = Total applications received directly in the period (2) and total applications received in the period without information on submission method/ Total applications received in the period * 100%.

 (2) Data: NgayTiepNhan in the period, KenhThucHien = 1 (directly) or left blank.

- Ratio of applications submitted by post = Total applications received using public postal services in the period (3)/ Total applications received in the period * 100%.

 (3) Data: NgayTiepNhan in the period, KenhThucHien = 3 (public postal services)

d) Ratio of administrative procedures with online payment

Ratio of administrative procedures with online payment = Total administrative procedures with successful online payment recorded on the Online payment system/Total administrative procedures under jurisdiction with fee/charge payment on the National database on administrative procedures (the value of fees/charges is not zero or not left blank) * 100%.

In case all administrative procedures under jurisdiction in the National database on administrative procedures are processed free of charge (the value of fees/charges is zero or is left blank), this ratio shall be 100%.

dd) Ratio of administrative procedures associated with financial obligation integrated in National public service portal for online payment

Ratio of administrative procedures associated with financial obligation integrated in National public service portal for online payment = Total administrative procedures with fee/charge payment information integrated in the Portal (the value of fees/charges is not zero or is not left blank)/Total administrative procedures under jurisdiction with fee/charge payment information integrated in the National database on administrative procedures (the value of fees/charges is not zero or is not left blank) * 100%.

In case all administrative procedures under jurisdiction in the National database on administrative procedures are processed free of charge (the value of fees/charges is zero or is left blank), this ratio shall be 100%.

e) Ratio of applications with online payment

Ratio of applications with online payment = Total applications with successful online payment recorded on the National public service portal or ministerial- or provincial-level public service portal/Total applications of administrative procedures under jurisdiction with fee/charge payment on the National database on administrative procedures (the value of fees/charges is not zero or not left blank) * 100%.

In case all administrative procedures under jurisdiction in the National database on administrative procedures are processed free of charge (the value of fees/charges is zero or is left blank), this ratio shall be 100%.

4. Group of document digitalization indexes

a) Ratio of administrative procedure applications with issuance of online processing results

Ratio of administrative procedure applications with issuance of online processing results = Total administrative procedure applications with issuance of online processing results/ Total applications of administrative procedures under jurisdiction with issuance of paper processing results * 100%.

b) Ratio of digitalized administrative procedure applications

Ratio of digitalized administrative procedure applications = Total administrative procedure applications and their processing results digitalized (including applications received directly, by post and online)/Total applications of administrative procedures under jurisdiction* 100%.

c) Ratio of applications using digitalized information/data

Ratio of applications using digitalized information/data = Total administrative procedure applications using digitalized information, data and documents/Total applications of administrative procedures under jurisdiction* 100%.

d) Ratio of provision of certification of electronic copies of original documents

Ratio of provision of certification of electronic copies of original documents = Total communes and district-level justice departments providing certification of electronic copies of original documents/Total communes and district-level justice departments under jurisdiction * 100%.

dd) Ratio of digitalized administrative procedure applications shared for use

- Ratio of digitalized administrative procedure applications synchronized with the list of applications in the National public service portal = The number of digitalized administrative procedure applications synchronized with the list of applications in the National public service portal/Total applications of administrative procedures under jurisdiction * 100%

- Number of national databases and specialized databases connected or shared to serve the handling of administrative procedures and provision of public services.

e) Application of population data to handling of administrative procedures and provision of public services

The Ministry of Public Security of Vietnam shall connect and share data for monitoring and evaluating the following specific indexes:

- Number of accounts issued by the electronic identification and authentication system under the management of the Ministry of Public Security.

- Ratio of administrative procedures having population data shared to serve processing = Number of administrative procedures having population data shared to serve processing /Total administrative procedures involving applicants that are individuals * 100%.

- Ratio of administrative procedure applications using population information/data = Number of administrative procedure applications using population information/data shared from the National population database/Total administrative procedures involving applicants that are individuals * 100%.

- The monitoring sheet of implementation progress and quality of 25 essential administrative procedures in Appendix I enclosed with the Decision No. 06/QD-TTg dated January 06, 2022 of the Prime Minister of Vietnam.

5. Group of satisfaction indexes

a) Ratio of classified complaints and feedbacks:

Based on complaint and feedback data on the complaint and feedback receipt and processing system of the National public service portal, classified by administrative division, industry, sector and contents, including: (1) Feedbacks on difficulties arising during handling of administrative procedures; (2) Complaints about behavior of public officials and public employees during handling of administrative procedures.

b) Complaint and feedback processing progress

Ratio of complaints and feedbacks processed on schedule = Total complaints and feedbacks processed ahead of or on schedule/Total complaints and feedbacks received and processed under jurisdiction * 100%

The time limits for receiving and processing complaints and feedbacks shall be determined according to the provisions of Articles 43 and 45 of the Decision No. 31/2021/QD-TTg dated October 11, 2021 of the Prime Minister of Vietnam.

In case of no complaints and feedbacks received, this ratio shall be 100%.

c) Satisfaction ratio in processing complaints and feedbacks

Satisfaction ratio in processing complaints and feedbacks = (Total complaints and feedbacks – Number of complaints and feedbacks given unsatisfied response or of which processing results are further complained or processed behind schedule)/Total complaints and feedbacks * 100%

In case of no complaints and feedbacks received, this ratio shall be 100%.

d) Satisfaction ratio in receiving and handling administrative procedures

Satisfaction ratio in receiving and handling administrative procedures = (Total administrative procedure applications – Number of applications given unsatisfied response or against which there are complaints or feedbacks or processed behind schedule)/(Total administrative procedure applications under jurisdiction * 100%.

III. CONSOLIDATION OF EVALUATION RESULTS

Evaluation results of performance evaluation indexes in public administration of ministries, sectoral and provincial governments shall be consolidated on the basis of their achieved scores of groups of component indexes. To be specific:

- Scoring of each criterion in a group of component indexes:

Score of the criterion i = (Achieved ratio of the criterion i * Maximum score given to the criterion i)/100.

- Total score is the sum of scores of groups of component indexes.

- Evaluation results shall be given to each of ministries, ministerial agencies, Vietnam Social Security, People's Committees at all levels and their affiliated units; other agencies and units that provide public services on the National public service portal and ministerial- and provincial-level information systems for handling administrative procedures.

- Classification results:

+ From 90 to under 100 scores: Excellent.

+ From 80 to under 90 scores: Very good.

+ From 70 to under 80 scores:   Good.

+ From 50 to under 70 scores:  Fair.

+ Under 50 scores: Poor.

- Colors indicating classification results consolidated and sorted by each group of component indexes:

+ Blue: Excellent.

+ Light blue: Very good.

+ Yellow: Good.

+ Orange:  Fair.

+ Red: Poor.

+ Gray:  Unavailable documents/data or not applicable.

Table of scores of groups of component indexes:

- In addition to scored criteria, other criteria in Section II of this Appendix shall be used for in-depth analysis serving performance of direction and management tasks.

- In case any criterion is not a task or compulsorily performed by an agency/unit, the score of that criterion shall be evenly divided between other criteria in the group of component indexes./.