Hanoi launches portal to survey public opinion on services

Hanoi has introduced a new independent survey portal, khaosat.hihub.vn, designed to gather public opinion on the quality of government services. This initiative stems from a memorandum of understanding signed on May 13, 2026, between the Central Party Office and the Hanoi Center for Innovation (HiHUB).

The platform aims to provide an independent review of citizens' actual experiences throughout their interactions with public services. This includes the process of finding information, submitting applications, the processing period, and receiving final results. Unlike traditional surveys, HiHUB focuses on evaluating practical experiences rather than just general satisfaction levels.

To ensure the reliability of the feedback, the survey results will be cross-referenced with operational data from the electronic public service system and input from frontline civil servants. Citizens can participate in the surveys through various channels, including Zalo OA, SMS, and email, or the iHanoi application. Survey invitations are sent approximately two hours after a public service transaction is completed to minimize any reluctance citizens might feel in providing honest feedback.

HiHUB operates with a secure, independent survey portal that employs encryption and user data protection measures. The collected data undergoes scientific sampling and analysis to ensure representativeness and minimize bias. The implementing unit stated that the data gathered will assist administrative agencies in identifying shortcomings in public service delivery, enabling them to adjust processes, enhance service quality, and improve the effectiveness of administrative reforms.