Kinh nghiệm giải quyết đơn thư khiếu nại của thành phố stuttgart - cộng hòa liên bang Đức

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KINH NGHIEM QIRI QUYET DON THtf KHIEU N6i

COA THANH PHO STUHGART • CQNG HOA LIEN BANG Dl/C

ThS HOANG THI HOAI HLfdNG^

hdnh phd Stuttgart (Cdng hod Lidn

'bang Dire) Id mdt thanh phd Idn vdi

It khoang 593.000 dan. Cung nhu mgi

thanh phd khdc, ngudi dan ed mdi quan he

vdi bd may quan ly thdnh phd khi tidn

hanh cdc thu tuc khdc nhau: ldm giay khai

sinh, xin giay phep xay dung, xin cap hd

chieu mdi...Cac cdng ehirc lam vide tai cdc

phdng, ban ciia bd mdy qudn ly thanh phd

Stuttgart rat mong mudn cai tien phuang

phap lam vide mdt cdch tdi uu nhat dd' gidi

quydi ede cdng vide that su hidu qua, ddp

ling dugc nhu cdu ciia ngudi dan. Vdi mue

tieu lay ngudi dan ldm djnh hudng, Sd Thj

chfnh Stuttgart da lidn tuc nd luc tdi uu hda

cae djch vu cua minh.

I. Giai quydi khieu nai, to cao ludn Id

van de ndng bdng d bat cii qudc gia ndo.

Rieng ddi vdi SdThj ehinh Stuttgart, khieu

nai vtra la su phd phdn, ddng thdi cung Id

sir gdp y. Nd dem lai mdt ca hdi de co

quan chinh quyen vd ngudi dan cting nhau

dua ra nhtrng de nghj mang tfnh xay dung

nhdm nang eao hidu qua qudn ly ciia co

quan chinh quyen vdi ngudi dan.

Qua cac eudc dieu tra trung edu y kid'n

tai Stuttgart cho thay, phdn ddng khdch

hang hoac ngudi dan khdng bdng ldng vdi

tac phong phuc vu ciia cdng chiic cdc co

quan edng quyen nhung hg khdng khieu

nai. Kinh nghidm trong nen kinh td'tu nhan

chi ra rdng, trdn thuc te, ehi 1 trong sd 25

khach hang khdng bdng ldng la td thai do

phan nan, tuong iing vdi ti Id 4%. Ndi each

khac, 96% cdc ly do gay bat binh khdng

dugc bidi de'n. Nhung ngudi ta cung biei

rdng, trung binh mdi khach hang khdng

bdng ldng se ndi vdi 10 ngudi khac ve vdn

de dd. Vi vay, phdi thiic ddy, thuydi phuc

dd' ngudi dan phat bieu nhirng vdn de ma

hg da phat hien ra vdi cac co quan quan ly

nha nudc ciia thanh phd. Cd nhu vay, bd

may quan ly thanh phd mdi cd dieu kidn

gidi quydi nhirng vudng mdc, bat binh ciia

ngudi dan va nang cao chat lugng phuc vu.

Dd gidm thieu su bdt binh khdng dugc ndi

ra (vdi bd may quan ly thanh phd), trudc

hdi, phdi xda bd cac rdo cdn tam ly bdng

each tao ra cdc kdnh khieu nai khac nhau -

day cting chinh Id phuong tien de giao luu

vdi ngudi dan.

Vdi mue tidu nay, Sd Thj chfnh thdnh

phd da dua vao dp dung "The Vang" de

edng dan gdp y, hdi, de nghj, phd binh

hoac khen nggi chinh quydn thdnh phd bdt

ddu ttr ngay 01-11-1997. Ban ddu, The

Vang dugc trang tri nhu mdt "buu thiep"

va dugc bdy san tai mgi phdng, ban va bd

phan lidn quan, d cac phdng thj chinh

quan, tai qudy thdng tin trong Sd Thj

chinh... 6 day, ngudi dan cd thd dien ngay

y kid'n gdp y tai bdn va bd vao hdm thu.

Ngodi ra, cd the giri The Vang dd'n cdc ca

sd cua bd may qudn ly trong thanh phd

Hgc vign Hdnh chinh.

TAP CHI QUAN LY NHA NUOC - SO 172 (5-2010) 71