The 2025 survey results on public satisfaction with the services of state administrative agencies across the province yielded many positive outcomes, while pointing out “gaps” that require continuous improvement to upgrade service quality at the commune level.

The survey was conducted across 45 communes and wards province-wide. Notably, over 74.6% of the participants belonged to ethnic minority groups, comprehensively reflecting the voices of citizens in mountainous, deep, and remote areas. The survey results indicated that the general satisfaction level of citizens toward the services of commune-level state administrative agencies reached 81.34%. This demonstrates the distinct efforts of all administrative echelons in administrative reform and a shift in mindset from management to serving the public.

The survey evaluated public satisfaction based on five content categories, which encompass service access, administrative procedures, civil servants directly handling tasks, the results of administrative procedure resolution, and the reception and processing of feedback and recommendations. Among these, the criteria group regarding civil servants directly handling tasks achieved the highest satisfaction rate at 81.61%, serving as proof that the human factor continues to play a decisive role in the quality of public administrative services.

The 2025 public satisfaction level toward the services of state administrative agencies in Na Son commune reached 77.99%. In detail, public satisfaction regarding service access reached 79.33%, while public administrative procedures sat at 79.13%. Cù Mạnh Quyền, Deputy Director of the Na Son commune Public Administration Service Center, stated that the commune always defines public satisfaction as both the goal and the driving force to upgrade service quality. Accordingly, the center arranges civil servants to guide and support citizens through administrative steps, publicly discloses processes and processing times, and boosts the application of information technology.

The image of cadres being “close to, respectful of, understanding, and serving the people” is gradually becoming a standard within single-window sections at the commune level. The criteria group on receiving and processing feedback and recommendations achieved a satisfaction rate of 81.54%. Citizens evaluated the convenient setup of various feedback reception channels relatively highly with an 81.62% satisfaction rate, while processing in accordance with regulations reached 81.46%. This positive sign indicates that the dialogue mechanism between the government and the public is receiving greater focus, solidifying public trust in grassroots-level authorities when opinions are processed and answered in a timely manner.

For the service access category, the satisfaction rate reached 81.24%. Citizens generally gave positive reviews of the service conditions at commune-level Public Administration Service Centers, showing that many localities have invested well in material infrastructure to serve the public. However, the disparity among localities remains substantial, with satisfaction rates for service access fluctuating from 72.83% to 91.67%. The Mường Mùn commune People’s Committee achieved the highest satisfaction level at 91.67%, whereas the Sam Mứn commune People’s Committee ranked the lowest at 72.83%.

Regarding administrative procedures, the average satisfaction rate stood at 81.15%. Citizens positively evaluated the public listing of administrative procedures with an 81.63% satisfaction rate, compliance with dossier requirements at 81.36%, and on-time procedure processing at 80.93%. Although these indexes all remained above 80%, this field still exposed wide gaps between localities. Some communes only achieved a 63% satisfaction rate for proper fee and charge collection, while the highest-performing locality reached 91.5%, showing that the standardization of processing workflows across localities must be further strengthened.

The criteria group on the results of administrative procedure resolution achieved a satisfaction rate of 81.19%. This content directly impacts citizen perception because no matter how convenient a process is, inaccurate or delayed results will damage public trust. Thào A Di, a resident of Mường Nhà commune, shared that when coming to complete administrative procedures, he received dedicated guidance from the staff, and his dossiers were resolved right on schedule. With all information on the papers being complete and clear, he felt highly reassured, expressing hope that procedures would become increasingly simplified and convenient to save travel time for citizens.

Out of the 45 surveyed communes and wards, seven localities achieved an impressive satisfaction rate above 90%, including Mường Phăng, Pu Nhi, Chà Tở, Mường Mùn, Pú Nhung, Sín Chải, and Mường Ảng. Among them, Mường Phăng led the entire province with a 90.78% satisfaction rate. Mường Mùn commune stood out with its indexes for service access, direct civil servant interactions, and procedure results all reaching 91% or higher. Meanwhile, Mường Ảng commune recorded the highest satisfaction level in receiving and processing feedback and recommendations at 92.83%.

Conversely, the group of localities with the lowest satisfaction levels included Sam Mứn, Chiềng Sinh, Tìa Dình, Núa Ngam, and Sín Thầu, with Sam Mứn commune ranking at the bottom of the list at 73.77%. These figures reveal that administrative reform at the grassroots level remains uneven, as some units still face limitations in infrastructure, service conditions, administrative communication skills, or the quality of procedure resolution.

The survey results indicate that localities performing well in institutional reform generally deliver higher service quality. In Thanh Yên commune, following the operation of the two-tier local government model, the locality proactively perfected its operational regulations, boosted digital transformation, digitized profiles, and publicized administrative procedures using QR codes. Consequently, in 2025, Thanh Yên commune’s service quality evaluation index reached 93.41 out of 100 points, with the profile digitization rate hitting 99.63% and 100% of dossiers being resolved ahead of or right on schedule.

Overall, the 2025 survey results reflect a positive trend as the majority of criteria scored above 81%. Public satisfaction does not only reflect the government’s service quality but also serves as the driving force to push administrative reform into substance. As public trust is reinforced, authorities will gain an enhanced foundation to innovate, perfect, and serve the people more effectively, moving toward building a modern, professional, and people-centered administration.