From Handling Paperwork to Delivering Solutions
Efficient and timely administrative services are no longer enough to meet rising public expectations. Increasingly, residents want authorities to listen, engage and effectively resolve the issues that affect their daily lives. That is one of the key messages emerging from Lam Dong's 2025 SIPAS results, which reflect public satisfaction with administrative services and government performance.
Public Experience Reflects Administrative Reform Progress
The success of administrative reform is measured not only by the number of procedures eliminated or the rate of applications processed on time, but also by the experiences of people using public services.
The 2025 Satisfaction Index of Public Administrative Services (SIPAS) survey, which gathered feedback from 3,300 residents across 22 communes, wards and special zones, found that satisfaction with public administrative services reached 84.36%, while the overall satisfaction rate stood at 84.31%.
The results place Lam Dong among the country's better-performing localities in terms of public satisfaction and suggest that recent improvements in administrative services are being recognized by residents.
Respondents gave generally positive assessments of service accessibility, transparency in administrative procedures, the attitude and professionalism of civil servants, and the handling of applications and requests.
Behind these results lies a sustained effort to accelerate digital transformation, digitize records, expand online public services, standardize administrative procedures and improve the performance of public administration service centers across the province.
Particularly noteworthy is that these standards have been maintained despite the restructuring of the administrative apparatus following the merger. The continued delivery of stable and effective public services suggests that reform efforts are producing tangible results.
More importantly, the change is not driven solely by technology or administrative processes but also by a shift in mindset. Rather than simply processing applications, many agencies have placed greater emphasis on guiding, assisting and facilitating citizens throughout administrative procedures.
Making Public Satisfaction the Ultimate Goal
However, high satisfaction rates do not mean residents are fully satisfied with current service quality. On the contrary, as administrative procedures improve, public expectations continue to rise.
One of the most notable findings of the 2025 SIPAS survey is that nearly 90% of respondents want improvements in the handling of complaints, feedback and public recommendations - the highest figure among all surveyed categories.
The result suggests that people today expect more than procedures that are processed correctly and on time. They also want practical problems and concerns to be heard and addressed promptly.
In other words, the expectation of government has evolved from processing paperwork to solving problems.
Fields that directly affect people's rights and interests, such as land administration and construction, continue to attract significant public attention. A single delayed application or an unresolved complaint can shape public perceptions of the quality of government services.
Residents also want further improvements in online public services and the use of digital technology in administrative processes. This highlights that digital transformation is not merely about technology infrastructure but also about enhancing user experience and convenience.
The 2025 SIPAS results provide an important foundation for Lam Dong to further improve governance and public service delivery. However, the ultimate goal of administrative reform is not higher rankings or better scores. It is to build a government that is accessible, responsive and genuinely committed to serving its people.
True success will be achieved when citizens are satisfied not only with the outcome of administrative procedures, but also with the way authorities listen to their concerns and help resolve their problems.