Measuring satisfaction of businesses in the implementation of administrative procedures via NSW

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Representative of relevant authorities worked to discuss the plan for survey. Photo: N.L

This is direction of Deputy Prime Minister Vuong Dinh Hue in Notice No. 105 / TB-VPCP dated March 22, 2019 after the fourth meeting of the National Steering Committee on ASEAN Single Window, National Single Window and trade facilitation on setting up independent monitoring, reporting and evaluation mechanisms.

Deputy Prime Minister Vuong Dinh Hue assigned the General Department of Vietnam Customs to work with VCCI to develop and set up a mechanism to supervise the implementation of tasks of ministries and sectors according to the Government's programmes and plans through the publication of annual reports relating to the measurement of time for performing administrative procedures and customs clearance; to assess the level of satisfaction of the business community in the implementation of public services via the NSW.

To unify the content before conducting the survey, on October 17, the General Department of Vietnam Customs held a meeting with representatives of concerned ministries and branches (the Ministry of Industry and Trade, the Ministry of Transport, the Ministry of Science and Technology; Ministry of Agriculture and Rural Development; Ministry of Health; VCCI; USAID Trade Facilitation Project) to unify the implementation of Notice 105/ TB-VPCP.

According to the Function Director - Deputy Director of the Customs Reform and Modernization Department (General Department of Vietnam Customs) Kim Long Bien, performing the assigned task, the General Department of Vietnam Customs coordinated with the VCCI to review and complete the methods and criteria for selection of survey procedure, measurement of time and quantity of survey samples.

This questionnaire includes two methods: mail survey and online survey. For the mail survey, this survey inherits traditional methods conducted by the General Department of Vietnam Customs, VCCI and USAID over the years. This is a convenient method for businesses in providing information, especially sensitive information for businesses on reflection of harassment issues from officials and State agencies in processing procedures. The survey in 2019 will pilot online investigation for businesses based on the support of the USAID TFP. The online survey will be built based on the paper survey to ensure a consistent survey.

According to the General Department of Vietnam Customs, to select the procedures to conduct surveys and measure the time for clearance in the NSW, whether by mail or online surveys, businesses subject to survey will be randomly selected according to criteria approved by the General Department of Vietnam Customs, the VCCI and related parties.

Some sampling criteria can be economic sector, regime of import and export activities, number of declarations (turnover), etc. The samples selected should be representative of each ministry and sector of which administrative procedures deployed on NSW portal and procedures with many dossiers and businesses deployed on NSW mechanism.

Specifically, the General Department of Vietnam Customs has selected the following steps: Step one, select from all the procedures (175 procedures) of the ministries and branches deployed on the NSW mechanism in the period from January 1, 2019 to August 15, 2020.

Step two, select based on the criteria that the procedures have more than 2,000 records or more than 50 enterprises participating in the implementation on the National Single Window from January 1, 2019 to August 15, 2019. , which excluded procedures that have more than 50 enterprises but only have fewer than 200 records in 2019, and two procedures which have not enterprises and are domestic procedures (31 procedures).

Step three, selecting 12 among 31 procedures for survey and time measurement with the criteria of selecting typical procedures of five ministries and sectors and two procedures of inter-sectors with the largest number of dossiers and businesses (excluding procedures for registration only).

According to the General Department of Vietnam Customs, it expects to survey 10,000 businesses (the number of businesses selected to survey according to each procedure with the businesses with the highest number of dossiers carried out from January 1, 2019 to September 30, 2019). The principle of measuring time is based on automatically recorded data of the process of implementing each procedure on the National Single Window System.At the working session, representatives of the units discussed the criteria in the questionnaire to assess the level of satisfaction of businesses about the implementation of administrative procedures through the NSW. According to Kim Long Bien, after this meeting, all comments will be collected to complete the questionnaire form, deployment plan and number of businesses participating in the survey.