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THE PRIME
MINISTER OF VIETNAM
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THE SOCIALIST
REPUBLIC OF VIETNAM
Independence - Freedom - Happiness
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No.: 766/QD-TTg
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Hanoi, June 23,
2022
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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;
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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.
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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.
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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./.
PP. PRIME
MINISTER
DEPUTY PRIME MINISTER
Pham Binh Minh
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
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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:
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- 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:
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- 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%.
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- 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.
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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
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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%.
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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%.
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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
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- 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%
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In case of no complaints and feedbacks received,
this ratio shall be 100%.
c) Satisfaction ratio in processing complaints
and feedbacks
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.
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- 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.
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+ Yellow: Good.
+ Orange: Fair.
+ Red: Poor.
+ Gray: Unavailable documents/data or not
applicable.
Table of scores of groups of component indexes:
No.
Indexes
Maximum score
Notes
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18
01
Ratio of administrative procedures announced on
schedule
6
02
Ratio of administrative procedures updated and
published on schedule
4
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03
Ratio of published administrative procedures with
adequate compulsory forming parts
2
04
Ratio of applications synchronized on National
public service portal
6
II. Processing time and results
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05
Ratio of applications processed ahead of or on
schedule
20
III. Provision of online services
22
06
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2
The maximum score is given if the objectives in
each period set out in the Government’s Resolution No. 76/NQ-CP dated July
15, 2021 promulgating the Master program for administrative reform in 2021 –
2030 period (hereinafter referred to as “Government’s Resolution No. 76/NQ-CP
dated July 15, 2021”) are achieved.
07
Ratio of online public services with application
submission
4
08
Ratio of administrative procedure applications
submitted online
6
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Online payment
09
Ratio of administrative procedures with online
payment
2
10
Ratio of administrative procedures associated
with financial obligation integrated in National public service portal for
online payment
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The maximum score is given if the objectives in
each period set out in the Government’s Resolution No. 76/NQ-CP dated July
15, 2021 are achieved.
11
Ratio of applications with online payment
6
IV. Document digitalization
22
12
Ratio of administrative procedure applications
with issuance of online processing results
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13
Ratio of digitalized administrative procedure
applications
4
The maximum score is given if the objectives in
each period set out in the Government’s Resolution No. 76/NQ-CP dated July
15, 2021 are achieved.
14
Ratio of applications using digitalized
information/data
2
15
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2
16
Ratio of digitalized administrative procedure
applications synchronized with the list of applications in the National
public service portal
4
Application of population data to handling of
administrative procedures and provision of public services
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Ratio of administrative procedures having
population data shared to serve processing of administrative procedures
2
18
Ratio of administrative procedure applications
using population information/data
2
V. Satisfaction
18
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19
Ratio of complaints and feedbacks processed on
schedule
6
20
Satisfaction ratio in processing complaints and
feedbacks
6
21
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6
The maximum score is given if the objectives in
each period set out in the Government’s Resolution No. 76/NQ-CP dated July
15, 2021 are achieved.
Total maximum scores
100
- 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./.