Chapter III
TASKS INVOLVED IN ASSESSMENT OF HANDLING OF ADMINISTRATIVE PROCEDURES BY USING SINGLE-WINDOW SYSTEMS AND INTERLINKED SINGLE-WINDOW SYSTEMS
Article 12. Collection of assessment opinions
1. Assessment opinions shall be collected regularly and continuously; collection thereof must take place at areas for the convenience of people to easily find and give their opinions.
2. Survey forms intended for organizations and individuals must be placed on writing desks available for use by requesting organizations and individuals, on desks of public staff members, reception and result notification counters; must be handed out to requesting organizations or individuals, enclosing notes of receipt of documents and appointment for notification of results, forms of request for document supplementation and perfection and/or forms of refusal to process documents.
3. Electronic survey forms intended for requesting organizations and individuals must be posted on ministerial-level or provincial-level public service portals, electronic information portals of entities so as to enable these organizations and individuals to participate in surveys online; must combine feedbacks or complaints and results of handling of administrative procedures with ministerial-level or provincial-level single-window electronic information systems.
4. Pursuant to Article 31 in the Decree No. 61/2018/ND-CP and Article 13 herein, offices of Ministries, Ministry-level agencies and provincial-level People’s Committees shall design sample survey forms at ministries, sectoral administrations and localities.
Article 13. Indicators used in assessment of handling of administrative procedures
1. Indicator 1: Total timelength spent on handling administrative procedures in comparison to the timelength allowed by laws shall get the following scores:
a) Score 2 if total timelength is less than the prescribed timelength;
b) Score 1 if total timelength is equal to the prescribed timelength;
a) Score 0 if total timelength is greater than the prescribed timelength.
2. Indicator 2: Timelength spent by specific entities on getting involved in handling of administrative procedures (including cooperating entities) in comparison to the prescribed timelength shall get the following scores:
a) Score 2 if the timelength spent by specific entities on handling of administrative procedures is less than the prescribed one;
b) Score 1 if the timelength spent by specific entities on handling of administrative procedures is equal to the prescribed one;
c) Score 0 if the timelength spent by specific entities on handling of administrative procedures is greater than the prescribed one.
3. Indicator 3: Number of times of obligatory contact with receiving entities for perfection of administrative documentation (even including online contact) shall get the following scores:
a) Score 2 in case of none of obligatory contact with receiving entities for perfection of administrative documentation;
b) Score 1 in case of only one time of obligatory contact with receiving entities for perfection of administrative documentation;
c) Score 0 in case of more than one time of obligatory contact with receiving entities for perfection of administrative documentation, except when it is all the fault of submitting persons.
4. Indicator 4: Number of entities that must contact for perfection of administrative documentation (even including online contact) shall get the following scores:
a) Score 2 if none of entities must be contacted for perfection of administrative documentation;
b) Score 1 if one entity which is the One-stop Shop must be contacted for perfection of administrative documentation. If, by operation of law, organizations and individuals have to directly participate in and perfect documents used for handling of administrative procedures according to results of site inspection and verification, meetings held by inspection and assessment committees during the process of handling of administrative procedures, entities allowed by law to preside over conducting site inspection, verification and organizing inspection and assessment committees shall be added to the number of entities that must be contacted.
c) Score 0 if more than one entity have to be contacted.
5. Indicator 5: Receipt of documents, handling and notification of results of handling of administrative procedures at One-stop Shops shall get the following scores:
a) Score 2 if entities organized in the model of One-stop Shops of Ministries or Ministry-level agencies, Document Receipt and Response Divisions of General Departments, Directorates or equivalents, Departments, Authorities or Administrations receive, review and assess documents, approve or petition for approval and inform about results of handling of at least 20% of total volume of administrative procedures in the list of administrative documentation received at One-stop Shops under the promulgation jurisdiction of Ministers or Heads of Ministry-level agencies; provincial-level Public Administrative Service Centers, provincial-level Document Receipt and Response Divisions receive, review and assess documents, approve results of handling of at least 20% of total volume of administrative procedures in the list of administrative documentation received at One-stop Shops under the promulgation jurisdiction of Chairpersons of provincial-level People's Committees; district-level Document Receipt and Response Divisions receive, review and assess documents, petition for approval of results of handling of at least 50% of total volume of administrative procedures in the list of administrative documentation received at the district level; communal-level Single-window Divisions receive, review, assess documents, approve results of handling of 100% of administrative procedures in the list of administrative documentation received at the communal level.
b) Score 1 if 100% of administrative procedures not covered by point a and b of clause 5 of Article 14 in the Decree No. 61/2018/ND-CP are eligible for receipt of documents and notification of results at One-stop Shops at all levels.
c) Score 0 if 100% or lower percentage of administrative procedures not covered by point a and b of clause 5 of Article 14 in the Decree No. 61/2018/ND-CP are eligible for receipt of documents and notification of results at One-stop Shops at all levels.
6. Indicator 6: Public disclosure of administrative procedures shall get the following scores:
a) Score 2 if administrative procedures carried out at One-stop Shops are publicly disclosed in an accurate, adequate and timely manner in both notice-posting and electronic forms as per laws on public disclosure of administrative procedures.
b) Score 1 if administrative procedures carried out at One-stop Shops are publicly disclosed in an accurate, adequate and timely manner in either notice-posting or electronic form as per laws on public disclosure of administrative procedures.
c) Score 0 if administrative procedures carried out at One-stop Shops are not public disclosed in an accurate, adequate or timely manner.
7. Indicator 7: Attitudes of public staff members towards provision of instructions on preparing documents, receiving documents and handling administrative procedures shall get the following scores:
a) Score 2 if they receive, process and inform about results of processing of documents before the prescribed deadline, and do not receive feedbacks, complaints or suggestions about their harassment, annoyance or failure to comply with or incorrect implementation of regulations enshrined in laws.
b) Score 1 if they receive, process and inform about results of processing of documents on the prescribed deadline date, and do not receive feedbacks or opinions about their harassment, annoyance or failure to comply with or incorrect implementation of regulations enshrined in laws.
b) Score 0 if they receive complaints and suggestions about their harassment, annoyance or failure to comply with or incorrect implementation of regulations enshrined in laws. If competent authorities prove or establish that these complaints and suggestions are not correct or false accusations, they shall not be counted in this assessment.
8. Indicator 8: Receiving and explaining complaints and suggestions of organizations and individuals shall get the following scores:
a) Score 2 if there is none of complaints or suggestions, or 100% of them are handled by the deadline in accordance with regulations and there is none of delayed complaints or suggestions.
b) Score 1 if at least 90% of complaints and suggestions are handled by the deadline in accordance with regulations and there is none of delayed complaints or suggestions.
c) Score 0 if 90% or lower percentage of complaints and suggestions are treated by the deadline in accordance with regulations and there is none of delayed complaints or suggestions.
9. Indicator 9: Progress and quality of provision of online public services by competent entities shall get the following scores:
a) Score 2 if at least 20% of administrative procedures meeting requirements are eligible to be classified as level-3 or level-4 online public services; the ratio of documents submitted online to total documentation is at least 30%; there is none of online documents that have not been handled or have been handled after the defined deadline.
b) Score 1 if administrative procedures meeting requirements are eligible to be classified as level-3 or level-4 online public services; the ratio of documents submitted online to total documentation is from at least 15% to under 30%; there is none of online documents that have not been handled or have been handled after the defined deadline.
b) Score 1 if administrative procedures meeting requirements are eligible to be classified as level-3 or level-4 online public services; the ratio of documents submitted online to total documentation is below 15%; there is none of online documents that have not been handled or have been handled after the defined deadline.
Article 14. Methods of scoring for assessment of handling of administrative procedures
1. The scoring of criteria specified in clauses 1, 2, 3, 4, 6 and 7 of Article 13 herein may be applied to specific documentation submitted for handling of administrative procedures.
2. The scoring of criteria specified in clauses 5, 6, 8 and 9 of Article 13 herein may be applied to One-stop Shops and entities having jurisdiction to handle administrative procedures.
3. Methods of collection and acquisition of assessment information
a) Information used for assessment of criteria referred to in clause 1, 3, 4 and 7 of Article 13 herein may be collected and acquired by using assessment paper forms or electronic assessment devices, or online assessment functions of single-window electronic information systems.
b) Information used for assessment of criteria referred to in clause 2, 6, 8 and 9 of Article 13 herein may be collected and acquired by using online assessment functions of single-window electronic information systems.
c) In addition to methods specified in clauses a and b of clause 3 of this Article, information used for assessment of criteria specified in Article 13 herein may be collected and acquired through physical inspections, reports and approval decisions related to performing tasks involved in handling of administrative procedures by using single-window systems or interlinked single-window systems.
Article 15. Handling of results of scoring for assessment of handling of administrative procedures
1. Use of scoring results
a) Total score of criteria referred to in clauses 1, 2, 3, 4 and 7 of Article 13 herein shall be used for assessment of public staff members in charge of receiving, handling and informing results of handling of administrative documents.
b) Total scores stipulated in point a of clause 1 of this Article in line with specific industries and sectors and total scores of criteria specified in clause 5, 6, 8 and 9 of Article 13 herein may be used for assessment of entities involved in receiving, handling and informing results of handling of administrative procedures and responsibility of heads thereof.
2. Total score
a) Total scores based on documentation submitted for handling of administrative procedures (applicable to criteria specified in clause 1, 2, 3, 4 and 7 of Article 13 herein) shall be calculated according to the following formula:
Total score of the indicator i = Aggregate points of documentation for handling of administrative procedures calculated based on the indicator i / Aggregate points of documentation for handling of administrative procedures
In that formula, the quotient may be rounded to the nearest tenth in the decimal part.
b) Total score of a single public staff member or entity shall be total score of criteria for assessment of specific target subjects under clause 1 of this Article.
3. Classification of scoring results
a) If public staff members get total score of at least 5, they shall be assessed to have completed 100% of tasks of receiving, handling and informing results of handling of administrative procedures; if they get total score ranging from 3.5 to less than 5, they shall be assessed to have completed from 70% to less than 100% of these tasks; if they get 3.5 or lower score, they shall be assessed to have completed less than 70% of these tasks.
b) As for entities or organizations, scoring results shall serve as a basis for ranking of handling of administrative procedures by entities under the control of ministries and localities. Specific ranks shall be regulated as follows: In case of getting the score of 15 or higher, they will be ranked excellent; in case of getting the score ranging from 12 to less than 15, they will be ranked very good; in case of getting the score ranging from 9 to less than 12, they shall be ranked good; in case of getting the score ranging from 6 to less than 9, they will be ranked fair; and in case of getting the score of less than 6, they will be ranked poor.
4. Responsibilities for processing of assessment information
a) Offices of Ministries, Ministry-level agencies and provincial-level People’s Committees (presiding over controlling administrative procedures) shall be responsible for updating and synthesizing assessment progress and results by using assessment and assessment result forms available on online assessment functions of single-window electronic systems and electronic assessment devices installed at One-stop Shops and the progress of receipt and handling of complaints or suggestions related to handling of administrative procedures.
b) Every quarter, One-stop Shops shall be responsible for synthesizing scoring results of specific public staff members in charge of receiving, handling and informing results of handling of administrative procedures under their receiving jurisdiction; synthesizing scoring results of entities or organizations in charge of receiving, handling and informing results of handling of administrative procedures under their receiving jurisdiction; reporting on scoring results of public staff members, entities or organizations in charge of receiving, handling and informing results of handling of administrative procedures, and sending recommendations about remedial actions against unsolved issues or problems (if any) to Offices of Ministries, Ministry-level agencies and provincial-level People’s Committees (those presiding over controlling administrative procedures). In case where any indicator has not had enough information for assessment, it shall not be counted in combination of scoring results.
Offices of Ministries, Ministry-level agencies and provincial-level People’s Committees (those presiding over controlling administrative procedures) shall be responsible for synthesizing results of scoring, classification and ranking (if any) of entities or organizations in charge of receiving, handling and informing results of handling of administrative procedures under the handling jurisdiction of ministries, sectoral administrations and all-level People's Committees; reporting to Ministers, Heads of Ministry-level agencies and Chairpersons of provincial-level People’s Committees on assessment results, measures to deal with unsolved issues or problems arising in the reporting quarter, results of correction and resolution of violations arising from implementation of single-window systems or interlinked single-window systems for handling of administrative procedures in the preceding quarter; publicly disclosing final results on ministerial- or provincial-level public service portals.
c) Every year, One-stop Shops shall be responsible for synthesizing results of scoring and classification of specific public staff members in charge of receiving, handling and informing results of handling of administrative procedures under their receiving jurisdiction; synthesizing scoring results of entities or organizations in charge of receiving, handling and informing results of handling of administrative procedures under their receiving jurisdiction; sending scoring results to entities or organizations in charge of receiving, handling and informing results of handling of administrative procedures under their receiving jurisdiction; reporting on results of scoring of receipt, handling and notification of handling results by public staff members, entities or organizations; sending recommendations about remedial actions against unsolved issues or problems (if any) to Offices of Ministries, Ministry-level agencies and provincial-level People’s Committees (those presiding over controlling administrative procedures).
Offices of Ministries, Ministry-level agencies and provincial-level People’s Committees (those presiding over controlling administrative procedures) shall be responsible results of scoring, classification and ranking of entities or organizations in charge of receiving, handling and informing results of handling of administrative procedures under the handling jurisdiction of ministries, sectoral administrations and all-level People's Committees; reporting to Ministers, Heads of Ministry-level agencies and Chairpersons of provincial-level People’s Committees on assessment results, measures to deal with unsolved issues and proposing any relevant commendations, rewards or sanctions (if any); publicly disclosing final results on ministerial- or provincial-level public service portals and sending reports to the Government's Office.
d) Scores of assessment indicators shall be consolidated and posted on the national public service portal by the single-window electronic information system. On the basis of consolidating and analyzing assessment indicators by means of statistical software available for use on the national public service portal and results reported by ministries, sectoral administrations and localities, the Government’s Office shall carry out the assessment and ranking of ministries, sectoral administrations and localities for their implementation of single-window systems and interlinked single-window systems for handling administrative procedures.
Tìm kiếm
Thông tư 01/2018/TT-VPCP (Bản Word)
Thông tư 01/2018/TT-VPCP (Bản Pdf)