1. ACTION PLAN: SUBMIT A PROPOSAL FOR IMPROVING THE OPERATION OF “RECEIVING REQUESTS AND DELIVERING RESULTS UNIT” IN THE CONSTRUCTION DEPARTMENT OF HO CHI MINH CITY

2. WHY I CHOOSE THIS PLAN?
It starts from the lesson “Introduction to public sector reform: what, why and how” of Dr Christopher Gan, esp. from the discussion “what is a service excellence organisation”.
2. It develops continuously at next lessons, esp. “Important of Good governance”, SWOT analysis, performance measurement, change management, sustaining reform, field visit to Khon Kaen Hospital…

3. Objective:
Writing a proposal to director Providing better quality of service to customer
- Improving the operation of “Receiving Requests and Delivering Results Unit” (more effective and efficiency).

4. Current state: 1.1 . Main duties:
- Giving instruction, checking the files of customer requested in the area of the department’s missions (Ex: granting the construction permission, granting the land using and house ownership rights certificate…)
- Returning results for customers.

5. Current state: 1.2. Structure – How is it organized?
- Every division send 01 emloyee/day to carry out the duties at the counter.
- The administration office send 01 employee/year to cooperate (collect fee and make periodly reports)
=>Total: 12 employee/day

6. Current state: 1.3. Procedures
- The file is checked carefully based on the conditions of law, regulations.
+ If the file meet the requirements of the law, regulation => granting receipt
+ If the file doesn’t meet the requirements => guiding to add more documents or adjust the contents…
- The file is sent to specialised division to handle. If the file doesn’t meet the requirements => guiding to add more documents or adjust the contents
- The result of file is issued at the counter of the unit.

7. Evalution - Main strength:
+ Quality of inputs: Person who receive file is also the person who often handle file, they have experience and skill to check files.
Main weakness and threat:
- Time: long time for checking the file when receive and when handle file
Employee: handle file 2 times
Customer: long – time for waiting

8. Evalution
- Staff:
+ Redundant: some area doesn’t many customer in => don’t need 12 employee from all division everyday => most of them are not present at the counter.
+ Unstable: different person everyday => different level of understanding => some cases guide customer differently
- Quality of inputs:
+ Not ensure: some cases have to ask customer adjusted or added documents after handling => customers still have to come back and forth many times.
+ Not enough supervision: not all division watch their employee performance and attitudes

9. Evalution - The opportunities:
+ New Director with strong commitment in reform.
+Drafting reform plan is one of my duties => Right time (review at the end of year an plan for new year)
+Trust from Director and Staff (they believe me)

10. Reform plan: 1. Main contents:
Change the structure of the unit (become directly under the Administration Division with 5 employees, every employee have to carry out some similar area)
=> save sources, stable staff, better supervision.
+ choose from current employee (ethics and capacity)
+ enacting new regulation on the operation of the unit
- Set up KPI for receiving the file of each procedure and announce on website (limit the waiting - time for each customer, address enough document needed based on law/regulation and basic content needed to check => don’t need check carefully the content )

11. Reform plan:
Set up KPI for handle the file and announce on website (professional criteria for each type of file in every area, not allow to asked customers more than 1 times…)
Arrange training course for member of the unit to ensure update knowledge and skill.