TTLV: People's satisfaction with the quality of public administrative services (Research on public administrative services at the one-stop office of Quang Tri province)

MASTER'S THESIS INFORMATION

1. Student's full name:Nguyen Thi Hong Linh

2. Gender: Female

3. Date of birth: March 5, 1990

4. Place of birth: Hanoi

5. Decision on recognition of students No. 3215/2014/QD-XHNV-SDH dated December 31, 2014 of the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi

6. Changes in training process: No

7. Thesis topic name:People's satisfaction with the quality of public administrative services (Research on public administrative services at the one-stop office of Quang Tri province)

8. Major: Sociology; Code: 60 31 03 01

9. Scientific instructor:Assoc.Prof.Dr. Pham Van Quyet– Lecturer at University of Social Sciences and Humanities – VNU, Hanoi

10. Summary of thesis results:

Currently, in the development trend of the world, administrative reform is a matter of top concern not only in developed countries but also in developing countries. Administrative reform is a strong driving force to promote economic growth, democracy development and other aspects of social life.

Having initiatives to assess the quality of public services has implications for public agencies in adjusting the quality of service at public administrative offices.

Based on the above reasons, the author chose the research topic: People's satisfaction with the quality of public administrative services (Research on public administrative services at the one-stop office of Quang Tri province)

The study brings positive and practical implications such as:

- The study was conducted to evaluate the effectiveness of the Citizens' Score program on the quality of public services at district one-stop offices in Quang Tri province and propose effective communication solutions to replicate the program.

- Help the People's Committees of districts in Quang Tri province grasp the quality of administrative service provision and the capacity and ethics of civil servants working at the Reception and Result Delivery Department.

- Collect opinions from people and organizations as a basis for orienting solutions to improve the quality and efficiency of administrative procedure settlement and enhance the spirit and attitude of serving people and organizations of the staff and civil servants.

11. Practical application:

The Citizen Scoring Program is a meaningful initiative and the survey shows that the program and this initiative have had positive results in improving the quality of public administrative services, specifically in this case, public administrative services at the one-stop office of Quang Tri province.

This program can be flexibly applied in other public service sectors such as Health, Education... and in all localities across the country with the practical purpose of creating the best public administrative service experiences for people to use and improve labor productivity of businesses and people, creating a multi-dimensional monitoring mechanism with public authorities.

12. Further research directions:

- Compare the strengths and weaknesses of programs and initiatives related to the purpose of improving the quality of public administrative services.

13. Published works related to the thesis: None

INFORMATION ON MASTER'S THESIS

1. Full name: Nguyen Thi Hong Linh 2. Sex: Female

3. Date of birth: 5^th, March, 1990 4. Place of birth: Hanoi

5. Admission decision number: 3215/2014/QD-XHNV-SĐH Dated: December 31, 2014 of the University of Social Siencies and Humanities, Vietnam National University Hanoi.

6. Changes in academic process: No

7. Official thesis title: Citizens' satisfaction with the quality of public administrative services (Case study in Quang Tri province)

8. Major: Sociology Code: 60.31.03.01

9. Supervisors: Assoc.Prof Dr.Pham Van Quyet, Faculty of Sociology, University of Social Siencies and Humanities, Vietnam National University Hanoi.

10. Summary of the findings of the thesis:

Currently, the trend of world development, administrative reform is a matter of concern not only in the leading developed countries, but also including the developing countries. Administrative reform is a powerful driving force of economic growth, democratic development and other aspects of social life.

The initiatives to assess the quality of public services have an impact on the public authorities to regulate the quality of service in public office.

Stemming from the above reasons, the authors selected research subjects: “Citizens' satisfaction with the quality of public administrative services (Case study in Quang Tri province)”

Research brings positive practical significance and practical like:

- The study was conducted to evaluate the effectiveness of programs M-Score with quality grading services at the district office a door Quang Tri province and proposed solutions for effective communications are scaling program submitted.

- Helps DPCs Quang Tri Province know that the quality of administrative service delivery and capacity, ethics of civil servants working in Reception and result department.

- Collect the opinions of the people and organizations as a basis to guide the solution to improve the quality and efficiency of solving administrative procedures and improve morale, attitude serve the people and organizations of defense officials and civil servants

11. Practical applicability, if any:

The program is an initiative M- Score meaning and the survey showed positive results of the program as well as initiatives to improve the quality of public services in this particular public service a single window for in Quang Tri province.

This program can be applied in a flexible manner in the public service sectors such as Health, Education .. and above all localities across the country for the purpose of creating actual service experience the best public service for people to use and improve labor productivity of businesses and people, creating a multi-dimensional monitoring mechanism with the public authorities.

12. Further research directions, if any:

Continue to study the issues related to quality of public administrative services in administrative reform.

13. Thesis-related publications: No