Ha Noi targets 95% public satisfaction with administrative services by 2030

The municipal People's Committee issued a plan to improve the Satisfaction Index of Public Administration Services (SIPAS) for the 2026–2030 period.

Under the plan, the city will continue improving the quality of services delivered by public agencies to enhance citizens' experience when carrying out administrative procedures and accessing public services. The initiative is also expected to contribute to Hanoi's socio-economic development goals in the new development phase.

The city has set a target of achieving a SIPAS score of at least 95 percent by 2030.

Towards a people-centred public administration

During the 2026–2027 period, Ha Noi aims for 95 percent of citizens to express satisfaction with online public services. It targets a SIPAS score of at least 89 percent, while satisfaction with public service delivery—particularly in public healthcare and education—is expected to reach at least 87 percent.

For the 2028–2030 period, the city set more ambitious goals. It aims for at least 95 percent public satisfaction with the receipt and processing of administrative procedures. Satisfaction levels in sectors that frequently attract public attention, such as land administration, construction and investment, are expected to reach at least 90 percent.

A key requirement throughout the implementation of the plan is to strengthen the accountability of heads of agencies and units. SIPAS results will serve as an important criterion for evaluating both task performance and the management and leadership capacity of heads of administrative agencies.

The city also requires departments, agencies and local authorities to provide timely, comprehensive and easily understandable information on policies and administrative procedures within their respective jurisdictions. Public consultations, dialogues, feedback mechanisms and responses to citizens' recommendations will be carried out through multiple channels to facilitate greater public participation.

Expanding online public services and location-independent administrative procedures

One of the city's key priorities is to comprehensively reform the handling of administrative procedures and the provision of public services.

Accordingly, Ha Noi will continue promoting the processing of administrative procedures regardless of administrative boundaries by restructuring workflows, making greater use of digitised data and interactive electronic forms. The city's administrative procedure information system, together with the National Public Service Portal, will be further leveraged to improve service quality for both citizens and businesses.

By 2030, Ha Noi aims for 90 percent of digitised information and data to be reused in administrative procedure processing and public service delivery. Online payments via the National Public Service Portal are also expected to account for 90 percent of all public service payment transactions in the city.

Alongside expanding access to digital public services, administrative agencies are required to invest in modern, user-friendly equipment to make administrative transactions more convenient for citizens.

All information relating to administrative procedures—including application requirements, processing procedures, timelines, fees and charges—must be fully disclosed at public administrative service centres and on digital platforms to ensure easy public access.

Improving service quality and strengthening public feedback mechanisms

In parallel with digital transformation, Ha Noi places strong emphasis on improving the human aspect of public administration reform.

Government agencies and units are required to strengthen training in digital skills, online public service delivery and administrative communication for civil servants, particularly frontline officials who directly assist citizens.

The city also calls for stronger inspection and supervision and strict handling of violations in the settlement of administrative procedures. In cases of errors or delays in processing applications, agencies must publicly apologise to affected organisations and individuals in accordance with regulations.

Another notable target is to ensure that 100 percentof public comments, complaints and recommendations relating to administrative procedures and administrative regulations are received, handled and publicly responded to in a timely manner. The outcomes of these responses will also be updated on the city's digital platforms for public monitoring.

During the 2026–2030 period, the Ha Noi Public Administration Service Centre will continue serving as the lead agency responsible for advising on and implementing administrative procedure reforms, the one-stop-shop and inter-agency one-stop-shop mechanisms, administrative procedure control, guidance on dossier processing, and measures to improve service quality across administrative agencies citywide.

According to the municipal authorities, improving the SIPAS score is not only an indicator of the performance of the public administration system but also a measure of how effectively public services meet the needs and expectations of citizens. The ultimate objective is to build a service-oriented administration that places citizens and businesses at the centre of governance.

Ha Noi's SIPAS reached 84.44 percent in 2025, down 2.06 percentage points from 2024 but remaining above the national average of 83.09 percent. With this result, the capital ranked eighth among the country's 34 provinces and centrally governed cities, up three places from the previous year, and fourth among the seven centrally governed cities./.