Tác động của chất lượng dịch vụ bảo hiểm xã hội đến sự hài lòng của người dân tại tỉnh cao bằng

BQ GIAO DQC VA DAO TAO TRUING DAI HOC KINH TE QUOC DAN HOANG THI LAN TAC DONG CUA CHAT LUONG DICH VU• • • • BAO HIEM XA HQI DEN SI, HAI LONG CUA NGUOl DAN TAI TINH CAO BANG CHUYEN NGANH: KINH TE VA QUAN LY THUONG MAI MA S0:8340410 LU AN VAN THAC SI QUAN LY KINH TE Ngirdi huong dan khoa hoc: PGS.TS Tran Van Bao DAI HOC KINH TE QUOC DAN TT THONG TIN THU VIEN PHONG LUAN AN - Tj LIEU HA NQI- 2020 LO’I CAM ON Trong qua trinh thue hien de tai “ Tac dong cua chat liuo'ng dich vu bao hiem xa hoi den su hai long cua ngu'd'i dan tai tinh Cao Bang”, Em da nhan dune rat nhieu su giup do, tao dieu kien eua tap the Ban Giam hieu, Vien dao tao Sau Dai hoe, Vien Thuong mai va Kinh te Quoe te, giang vien, ean bo eae phong, ban ehue nang Truong Dai hoe Kinh te Quoe dan Em xin bay to long biet on sau sae toi PGS-TS Tran Van Bao Truong Dai hoe Kinh te Quoe dan, Quy thay, eo giao Vien TM & KTQT, nhung thay giao true tiep giang day, huong dan va ehi bao eho em hoan Luan van y > Cam on ban be, dong nghiep va gia dinh da dong vien, khieh le, tao dieu kien giup em suot qua trinh thue hien va hoan Luan van Trong qua trinh thue hien, de tai ehae ehan khong tranh khoi nhung thieu r r y sot nhat dinh Rat mong nhan duqe nhung thong tin dong gop, eua Quy Thay, y r y e Co, dong nghiep va ban doe de van de nghien euu duqe hoan thien hon TAC GIA Hoang Thi Lan LCH CAM DOAN Toi da doc va hieu ve cac hanh vi vi pham sir trung thuc hoc thuat Toi cam ket bang danh dir ca nhan rang nghien cuu toi tir thuc hien va khong vi pham yeu cau ve sir trung thuc hoc thuat TAC GIA Hoang Thi Lan BO GIAO DVC VA DAO TAO TRUONG DAI HQC KINH TE QUdC DAN YEU CAU CUA HOI VAN THAC SI • DONG DANH GIA LUAN • • V8: Nhung diem cin sua chua bd sung truoc nop luan van chinh thue cho Vien Dao tao Sau dai hoc y „ „ ASi LmXu JLC - .TXA.jLXV.v .kWkfcZ- V JcL.C j Q- .~ \uA^ (LQ ^ kX^.kuCk ^V\^7X£ C?ACL C^ c\lk ^.k^ ^ A than cua ngudi lao dong cang cao va da dang nhu niem vui cuoc y r a song, su thu, say me lam viec, dupe doi xu cong bang, dupe kinh trong, dupe giao tiep vdi moi ngudi 3.2.2.2 Nang cao uy tin cua ccr quan BHXH doi vdi ngudi dan r _ Doi vdi cac co quan BHXH - Luon luon doi moi hoat dong r r Cuoc song luon van dong va luon co cai moi tien bo hon doi Chinh vi vay co quan BHXH phai luon co y thuc chu dong tim toi hoc hoi cai moi va nhan biet chinh la cai moi hien dai hon, van minh hon thi phai tim each van dung vao cong viec hang nham dat dupe hieu qua va chat luong cao nhat Tuy nhien, de thuc hien dupe cai moi thudng phai xoa bo cai cu lac hau v vay can bo lanh dao phai tu trang bi cho minh tu tuong tien bo, san sang don nhan su doi moi va cung chung sue ung ho, cong hien de su doi moi cua toan he thong dat dupe cong r e r y ♦Lay muc tieu phat trien ben vung lam muc tieu xuyen sudt, tren co sd ton cac nguyen tac an toan, binh dang va hai hoa loi ich cac ben qua trinh hoat dong He thong BHXH muon on dinh lai phu thuoc vao: Cac yeu to ben ngoai 7 f r (su on dinh cua the che chinh tri; moi truong phap ly; su lien ket on dinh giua 66 r r r cac chinh sach kinh te vi mo), Cac yeu to ben noi tai nganh BHXH (nang luc hoach dinh va thuc thi chinh sach BHXH, giam sat BHXH; su phat trien cua tung don vi he thong ) Nhu vay, dinh huong phat trien ben vtrng y cua BHXH huong toi muc tieu bao dam su on dinh ben vung moi truong kinh te vi mo, bao dam an toan hoat dong BHXH va he thong cac to chuc to chuc co so, Cung co va hoan thien he thong quan ly thi chi BHXH, dam bao an toan hoat dong cua toan he thong, phat hien va canh bao kip thoi cac sai pham va vi pham hoat dong BHXH Tap trung cung co he thong BHXH ve nang luc tai chinh, nang luc quan tri dieu hanh, trinh ung dung cong nghe thong tin tuong xung voi quy mo, pham vi, noi dung hoat dong cua don vi r y ♦Ton cac cam ket voi khach hang, giu gin chu Tin va lanh nghe Cam ket vdi khach hang la ban tuyen ngon buoc moi co so BHXH cua tinh phai lang nghe nhieu hem, can nhac cac hanh dong cua to chuc va tac dong cua cac vdi khach hang, cac to chuc BHXH chi hua va cam ket nhung dieu ma don vi cd the thuc hien duoc Khong hua va cam ket nhung dieu minh chua rd r ■ t hoac biet BHXH kho cd the thuc hien duoc Nhung noi dung da hua va cam ket vdi khach hang khong duoc tim each lang tranh ma phai tim each thuc hien y r r bang duoc, tham chi vdi chat luong tot hom ♦Day manh hoat dong truyen thong, marketing Tap trung vao truyen thong noi bo va quan he vdi mot so co quan bao chi, phuong tien thong tin dai chung, mang xa hoi, fanpage, website Vietcombank, poster dien tu d cac mang: 67 5 Truyen thong marketing san pham dich vu; Truyen thong thuong hieu, dinh vi ro hinh anh cua don vi, hieu qua long cong chung ♦Phat huycac dong gop vi xa hoi va cong dong nhu thuc hien cac chuong trinh gay quy hoc bong, to chuc cac hoat dong the thao vi muc dich tu thien, tai tro cac du an cong cong A A A * A X Can bo, nhan vien can: ♦Co y thuc chu dong tim toi hoc hoi cai moi va nhan biet chinh la cai moi hien dai hon, van minh hon thi phai tim cach van dung vao cong viec hang nham dat duoc hieu qua va chat luong cao nhat ♦Can xoa bo cai cu lac hau, can trang bi cho minh tu tuong tien bo, san sang don nhan su doi moi va cung chung suc ung ho, cong hien de su doi moi cua nganh va don vi duoc cong r ♦Can ton nguyen tac “Noi la Lam” moi luc moi noi va moi moi quan he Doi voi khach hang, chi hua va cam ket nhung dieu ma ban 55 than co the thuc hien duoc Nhung noi dung da hua can thuc hien bang duoc Truong hop dac biet vi mot ly nao do, khong the thuc hien duoc cac noi dung da cam ket hoac da hua, phai bao cao cap tren xin y kien xu ly va phai co thong bao lai cho khach hang va doi tac biet, cam thong ♦Phai y thuc rang hinh anh cua ban than la dai dien cho hinh anh cua to r chuc vi vay can chu den hinh anh ca nhan thong qua viec giu gin loi an < • tieng noi va dien mao ben ngoai xung tam voi gia tri hinh anh va thuong hieu cu to chuc ma minh la mot dai dien 3.2.2.3 Cai thien su? tiepxuc khach hang Day manh hieu qua hoat dong cua duong day nong 24/24 voi muc tieu giai dap mot cach nhanh chong va kip thoi nhat moi thac mac cua khach hang Duong day nong duoc xem la kenh thong tin chinh thuc de doanh nghiep va nguoi dan phan hoi viec thuc hien chu truong, chinh sach va cac quy dinh ve BHXH va hoat dong BHXH; dong thoi giup doanh nghiep, nguoi dan hieu ro 68 y y y hon ve hoat dong BHXH, gop phan bao ve quyen loi chinh dang cua cac ben quan he giua ccr quan BHXH va khach hang Duong day nong cung la kenh thong tin huu ich giup BHXH nhanh chong nam bat tinh hinh thuc te cua cac doanh nghiep, ngudi dan dong BHXH, tu co nhung chi dao, dieu hanh y 7 kip thdi nham giu on dinh va phat trien lanh manh De ngudi dong BHXH co the lien he de dang nhat vdi BHXH, BHXH can khong ngung cai tien va hien dai hoa he thong cong nghe thong tin bdi viec ung dung cong nghe hien dai hoat dong nghiep vu se dem den cho Vietcombank kha nang manh me viec nghien cuu va trien khai ung dung cac san pham mdi me va khac phuc vu khach hang Viec ung dung cong nghe hien dai cung gop phan tri su thong suot cua mang ludi, tranh rui ro hoat dong he thong Ben canh viec day manh hoat dong kinh doanh, BHXH can r y y z tap trung nguon von dau tu de hien dai hoa he thong Cac thong tin du lieu duoc cap nhat lien tuc theo he thong se rut ngan dang ke cong doan tra cuu, day nhanh qua trinh thuc hien giao dich y y y To chuc nhieu hon cac chuong trinh, thien nguyen can to chuc nhieu hon cac chuong trinh, hoat dong thiet thuc vdi muc dich md rong nang tam moi quan he toan dien giua co quan BHXH va khach hang, thong qua lanh dao cac doanh, phat trien sau rong hon quan he vdi khach hang thdi gian tdi Nhdm 3.2.2.4 gidi phap khac * Phat huy van hoa to chuc Mot nhung net van hoa lam viec dupe nhieu doanh nghiep noi chung va cac co quan BHXH noi rieng lay lam tieu chi hoat dong la “Tat ca vi khach hang” Day la gia tri chinh van hoa BHXH Cao Bang hien dang ap dung 7 z z va trien khai triet de toan he thong, la mot nhung qui che duoc toan the can bo cong nhan vien cua BHXH tinh Cao Bang nhiet tinh hudng ung va quan triet De khong ngung hoan thien, nang cao gia tri va hieu qua cua van y y y hoa to chuc, can day manh them nhieu bien phap tuyen truyen giao due cho 69 moi can bo cong nhan vien he thong BHXH cua tinh Ben canh do, can dinh ky to chuc cac khoa dao tao, cac cuoc thi tim hieu ve van hoa, cac hoi thi giao dich vien kinh doanh gioi, hoi thi ngan quy gioi, to truong cong doan gioi * Hoan thien cong tac danh gia CB,NV Chu ve chat luong hoan cong viec “het viec chu khong phai r r het gio” Dinh ky danh gia hoan nhiem vu va ket qua danh gia hoan nhiem vu cho phep lam ro muc hoan nhiem vu cua tung ca nhan va don vi Danh gia hoan nhiem vu cho phep lam ro nhung ly hoan hay khong hoan nhiem vu, tam tu nguyen vong cua can bo nhan vien Tu lam co so de ke hoach cong tac va ke hoach phat trien ca nhan moi CBNV Danh gia hoan nhiem vu giup cho can bo quan ly va cac nhan vien co co hoi de xem xet lai kien thuc, ky nang va thai lien quan den cong viec can thiet phai co cua mot nhan vien Hau het moi nhan vien deu mong muon biet dupe cac nhan xet, danh gia cua ngudi chi huy, lanh dao ve viec thuc hien cong vieccua minh Danh gia tinh hinh thuc hien cong viec cua nhan vien, cung cap cac thong tin cho nhan vien Danh gia hoan nhiem vu la co so de xac dinh nhung dong gop cua ca nhan, tap the vao tich chung cua don vi, tren co so ma quyet dinh phan phoi thu nhap va cac loi ich khac (ca vat chat va A ' tinh than), dam bao dong vien, khuyen khich va giu dupe nhung can bo nhan vien co nhung co gang, no luc hoan nhiem vu cong tac dupe giao, phat trien nang luc ca nhan, dac biet la cac can bo nhan vien co nhung dong gop quan vao su phat trien cua don vi Danh gia hoan nhiem vu la co so quan de xay dung hoac lua chon cac chuong trinh dao tao phu hop A nham nang cao trinh chuyen mon nghiep vu, ky nang va nang lire cua can bo nhan vien, tao moi truong va van hoa lam vi?c tren nen tang cac yeu to: A tinh than trach nhiem, tinh chuyen nghiep va chia se loi ich, day cung la co sd de xay dung cac chuong trinh phat trien nguon nhan luc nham khai thac va su dung toi uu nhung kha nang va tiem nang cua nguon nhan luc nham dap ung 70 hieu qua cac yeu cau phat trien cua dun vi De co the danh gia hoan nhiem vu, can xay dung he thong tieu chuan danh gia hoan nhiem vu Viec xay dung tieu chuan danh gia hoan nhiem vu phai dam bao tuan thu: Thu nhat, tieu chuan danh gia hoan nhiem vu phai tuong thich vdi chien luuc yeu cau phat trien cua dun vi Dun vi su dung tieu chuan danh gia de dinh hudng no luc cua moi nguoi Thanh tich ca nhan ngan han phai nham dam bao thuc hien duuc muc tieu dai han cua dun vi Thu hai, tieu chuan danh gia phai vua bao quat vua chi tiet Bao quat va chi tiet the hien d cho no phai dam bao gan sat vui muc tieu dinh tinh va dinh luung cua dun vi Thanh tich dat duuc phai toan dien, phan anh day du su cong r hien va dong gop cua tung ca nhan Thu ba, tieu chuan phai sat thuc Muon vay, tieu chuan danh gia hoan nhiem vu phai duuc xay dung xuat phat tu mo ta cong viec, trach nhiem A va quyen han cua moi ca nhan Cac tieu chuan cung co the duuc dieu chinh vdi cac thay doi cua moi trudng hoat dong cho phu hop, tranh cung nhac, quan lieu Thu tu, tieu chuan phai cd tin cay cao Tuc la phai luong duuc, dinh luung duuc Ket qua danh gia hoan nhiem vu nhu vay cd tin cay cao, tranh tinh trang chu quan danh gia hoan nhiem vu Phai tuung thich vdi chien luuc Cac tieu chuan cho ca nhan phai nham trien khai chien luuc cua dun vi * Tang cuung phoi hup noi bo don vi Tang cuung su hop tac, giup du giua cac phong, ban cua dun vi BHXH cu sd vdi Trong hoat dong BHXH, moi cong viec deu doi hoi cd su dong gop cua nhieu dun vi, ca nhan vi vay rat can cd su hQp tac va ho tro lan cong viec Chi cd lam duuc nhu vay, mdi cd the day nhanh qua trinh giai / quyet thu tuc ho so cho khach hang De cong viec dyuc hoan thdi gian nhanh nhat, vdi chat lypng r r tot nhat, ngydi Vietcombank khong nhung phai y thuc duuc trach nhiem cua 71 e y y y ban than don vi minh ma phai co trach nhiem tao dieu kien de dong nghiep va cac don vi ban co the lam viec dupc tot nhat Doi vdi nhung viec moi hoac chua co tien le, ngudi biet each xu ly cong viec cd trach nhiem gidi thieu va cung lam vdi ngudi chua biet each xu ly cong viec, ngudi vao nghe truoc bao y r ban ngudi vao nghe sau, ngudi cd kinh nghiem huong dan ngudi chua cd kinh nghiem Trong xu ly cong viec, tuyet dot khong dupc gay kho de, can tro kha r y nang lam viec cua dong nghiep nhu che dau khong chia xe thong tin pham vi dupc phep, khong phoi hop cung thuc hien cac nhiem vu ma ban than dupc phan cong khong cd tinh than cung thao go kho khan, Khong dupc dupc dun day cong viec lan Moi can bo nhan vien can xac dinh ban than minh va y o! y dong nghiep deu dang cung lam cong viec vi lpi ich don vi vi vay moi ngudi khong dupc phep dun day cong viec lan ma phai luon tu giac, het minh dong thdi chu dong phoi hop, cung chung sue de hoan tot nhat cong viec dupc giao Di kern vdi do, khong dupc co tinh keo dai thdi gian hay tir r r choi su phoi hop cua cac co quan, don vi ca nhan lien quan Ngay ca cong viec khong cong, tham chi cd sai pham, khong dupc voi trach nhiem cho ma phai cung nhan dien lai toan bo su viec, tim each xu ly de giam thieu nil ro xuong muc thap nhat va due rut nhung kinh nghiem can thiet cho toan bo he thong BHXH tinh va cho ban than de tranh nhung sai lam cd the xay tuong lai Can thuc y thuc nang cao trinh do, tao dong luc phan dau va tinh than lam viec hang say cua nhan vien Muon xay dung dupc mot moi truong lam viec cd van hoa, de tao dong luc cho can bo cong nhan vien qua tac dong den nang suat va hieu qua cong viec , trudac het ngudi lanh dao phai thuc su cong tam, cd trach nhiem xay dung va tri yeu to minh bach va binh dang moi truong lam viec De dat dupc yeu to minh bach moi truong lam viec, ngudi lanh dao phai co gang thuc hien cong khai cac hoat dong don vi y cua r r y minh Tao dieu kien de can bo cap dudi tiep can dupc cang nhieu thong tin 72 r ~ r r cang tot Neu ro cac ly do, co so dan den viec quyet dinh cua ngudi lanh dao •> r De xay dung duoc mot tap the lam viec doan ket, ngudi lanh dao phai quan triet r nguyen tac binh dang lam viec Khong ung xu phan biet theo tinh cam hoac quan he rieng Thuc hien ap dung? chung mot che dai ngo, mot dieu kien lam viec va mot co hoi thang tien doi vdi moi can bo, nhan vien Thuc hien su phan cong cong viec cong khai, cong bang, hop ly phu hop vdi nang luc cua tung can bo don vi Khi can bo cong nhan vien co dong luc thuc day, ho moi phat huy duoc sue manh tiem tang ben trong, vupt qua dupe nhung thach thuc, kho khan de hoan cong viec mot each tot nhat *Nang cao nang luc lanh dao, dieu hanh va to chuc cac hoat dong phu hop dam bao thuc hien tot cong tac quan ly thu BHXH: r •> r r - Xay dung co cau to chuc hop ly de de nam bat thong tin, phu hop vdi giam sat > - Nang cao nang luc lanh dao, can co kinh nghiem tron nganh de dam trach viec dieu hanh Bao hiem xa hoi co hieu qua 7 f - Xay dung cac qui che quan ly Bao hiem xa hoi theo mot chuan muc r \ t nhat dinh, can co cac quy dinh ro rang viec quan ly de giam sat nhan vien - Hoan thien bo may kiem tra, kiem soat noi bp cong tac quan ly thu r y r *Nang cao nhan thuc ve chinh sach, BHXH cua nganh den tung cap quan ly, cac nhan vien thuc hien nghiep W - Phai cho nhan vien nhan thuc dupe hoat dong Bao hiem xa hoi lam dung theo quy dinh la dem lai lpi ich tuong lai cua doi tupng tham gia Bao hiem xa hoi r - Tuy theo doi tupng tham gia Bao hiem xa hoi ma co nhung bien phap 7 quan ly thu phu hop, co the thay doi theo su thay doi cua thong tin 7 y - Dua tren nhung thay doi ve chinh sach Bao hiem xa hoi cua Nha nudc, y don vi Bao hiem xa hoi tinh Cao Bang phai luon cap nhat cac quy dinh moi de 73 kip thdi trien khai, hudng dan can bo nhan vien thuc hien cong viec dam bao tinh ro rang, chinh xac va phu hop vdi phap luat quy dinh * Nang cao chat luong dao tao vd huan luyen nghiep vu cho dpi ngu can X bo nhan vien BHXH qua nhieu hinh thuc dao tao; r r - To chuc hoi thao, tap huan ngan han nhung thudng xuyen, dao tao chuyen sau tung loai nghiep vu cu the, tung doi tuong tham gia Bao hiem xa 9 X hoi cu the; co the mdi cac chuyen gia trao doi kinh nghiem, hoc hoi them ve phuong phap quan ly hien dai; luon cap nhat nguon thong tin phap luat mdi Khong ngung nang cao trinh tac nghiep, trinh quan ly va dac biet la nhung hieu biet ve cong nghe thong tin cho doi ngu can bo, cong chuc lam cong tac Bao hiem xa hoi, thong qua viec dao tao mdi, dao tao lai cho doi ngu can bo, cong chuc tir tinh den dia phuong, de dap ung yeu cau, nhiem vu cang tang cua cong tac Bao hiem xa hoi giai doan mdi - Xay dung chuong trinh, to chuc dao tao, boi dudng ve ly luan, kinh nghiem quan ly nham nang cao trinh quan ly, chuyen mon, nghiep vu cho can bo lam cong tac BHXH tai dia ban tinh Bo sung kien toan doi ngu can bo lam cong tac Bao hiem xa hoi cac cap cd du dieu kien ve mat nang luc dap ung X yeu cau nhiem vu duoc giao 9 x r r *Khi tuyen dung nhan vien can co cac tieu chuan toi thieu rd rang doi vdi tung cong viec, chuc danh de dam bao cho ho co du nang luc dam bao cong viec; Nang cao nang luc doi ngu can bo, cong chuc, vien chuc dac biet la doi ngu can bo true tiep lam cong tac Bao hiem xa hoi Chu viec xay dung r doi ngu can bo , cong chuc, vien chuc theo tieu chuan chuc danh, thay the r r r nhung ngudi nang luc han che, tin nhiem thap hoac pham chat dao dure sa sut khong dap ung duoc yeu cau nhiem vu; tuyen chon cong chuc, vien chuc vao nganh chat che tren co sd tien chuan 74 KET LUAN Nang cao su hai long cua ngudi dan noi chung va ngudi dan tren dia ban r a tinh Cao Bang noi rieng la dinh huong lau dai, xuyen sudt qua trinh hoat dong BHXH cua cac co quan BHXH toan quoc, co BHXH tinh Cao Bang Muon nang cao su hai long cua khach hang co hieu qua thi viec phan tich tac ' dong cua chat lupng dich vu BHXH toi su hai long cua ngudi dan la rat can thiet Luan van “Tac dong cua chat lupng dich vu Bao hiem xa hoi den su hai long ngudi dan tai tinh Cao Bang” da thuc hien dupc cac noi dung sau: Da he thong dupc mot so van de co ban moi quan he tac dong giua chat lupng dich vu BHXH den su hai long cua khach hang r r Van dung cac so lieu khao sat, su dung cac ket qua nghien cuu phan tich su tac dong qua lai cua chat luong dich vu BHXH va su hai long cua nguoi dan tai tinh Cao Bang cua BHXH tinh Cao Bang de xem xet, danh gia ve moi quan he tac dong giua chat luong dich vu BHXH va su hai long cua nguoi dan tai tinh Cao Bang, tim cac yeu to chat luong dich vu BHXH tac dong ldn nhat, nhd nhat cua chat luong dich vu BHXH den su hai long cua nguoi dan tai tinh Cao Bang giai doan 2016-2020 Tren co so ket qua phan tich, de xuat giai phap thuc day moi quan he tac dong giua chat lupng dich vu BHXH va su hai long cua ngudi dan tinh Cao Bang, chu yeu tap trung vao nang cao chat lupng dich vu BHXH cua BHXH tinh Cao Bang, de nang cao hon nua su tin cay, hai long cua khach hang, ngudi dan su dung cac dich vu BHXH tai tinh Cao Bang 75 TAI LIEU THAM KHAO BHXH tinh Cao Bang Bao cao cong tac nam 2016, 2017, 2018, 2019, 2020 cua Bao hiem xa hoi tinh Cao Bang BHXH tinh Cao Bang (2019) Ket qua dieu tra su hai long cua khach hang su dung dich vu BHXH cua tinh Bo Lao dong - Thuong binh va Xa hoi (1993), Mot so cong u'dc cua to chuc lao dong quoc te (ILO) Bo Chinh tri (2012), Nghi quyet so 21-NQ/TW 22/11/2012, ve viec tang cudng su lanh dao cua Dang doi vdi cong tac BHXH, BHYT giai doan 2012-2020 Chinh phu (2016), Nghi dinh so 88/2016/ND-CP 01/7/2016, ve chuong trinh huu tri bo sung tu nguyen Do Van Sinh (2005), Hoan thien quan ly quy BHXH d Viet Nam, Dang Thanh Son (2013), “Danh gia muc hai long cua ngudi nop thue doi vdi chat luong dich vu tuyen truyen ho tro tai Cue thue tinh Kien Giang”, Tap chi khoa hoc truong dai hoc Can The/, so 25 (2013), 17- 23 Dang Dinh Dao, Hoang Due Than (2012) Giao trinh Kinh te thuong mqi - NXB Dai hoc Kinh te Quoc dan _ r Dang Dinh Dao va cong su (2017) Giao trinh Kinh te thuong mqi dung cho cac nganh kinh te - NXB Lao dong - xa hoi 10 Ha Van Sy (2016), To chuc trien khai BHXH tu nguyen d Viet Nam, Luan an Tien si kinh te, Trudng dai hoc kinh te Quoc dan, Ha Noi 11 Hoang Trong va Chu Nguyen Mong Ngoc (2008/ Phan tich du lieu nghien cuu vdi SPSS, Nha xuat ban Hong Due, TP.HCM 12.Huynh Van Thanh (2003), Philip Kotler va Armstrong, G - Nhung nguyen ly tiep thi, Nha xuat ban Thong Ke, 200 trang 76 13.Le Nguyen Doan JUooi, Nguyen Viet Thuy va Do Hou Nghi (2014), “Mo hinh moi quan he giua chat luong dich vu va su hai long cua benh nhan r r r > r doi voi dich vu y te cua cac benh vien tuyen quan huyen tai Can Tho”, Tap chi Khoa hoc trudng dai hoc Can Tho, (33), 94-101 r 7 1 14.Nguyen Huy B an (2000), C^hiOn lucre phat tien bdo hiem xa hoi phuc r r i a vu muc tieu phat trihn kinh te - ph hoi den nam 2020, Ue tai khoa hoc cap bo, Oao hiem xa hoi Viet Nam, Ha Noi 15 Nguyen Thi Chiihi (2010) , Hoan )hion ht thnng to enge vc hoat dong chi tra cac che BHXH d Viet Nam, Luan an Tien si kinh te, Truong dai hoc kinh te quoc dan, Ha Noi 16 Nguytn Thua Loc, Tran Van Oao (2016), Giao trinh Quan tri doanh r r nghihp thuong mai - NXO Uai hoc Kinh te Quoc dan 17 Quoc hoi nuoc Cong hoa xa hoi chu nghia Viet Nam (2014), Luat BHXH sv 58/2014/QH13 ngdy 20/11/2014, ve viec ban hanh Luat OHXH 18 Tran Thi Thu Huong (2016), “Du bao ve Ab sinh xa hoi Viet Nam nam 2035”, Tap chi OHXH, (295), 36-38 19 Thu tuong Chinh phu (2016), Quyet dinh sV 1167/QD-TTg ngdy \ \ ? r 28/6/2016, ve viec dieu chinh giao chi tieu thuc hien bao hiem y te giai doan 2016-2020 77 PHV LVC Phu luc 1: Cac tieu chi phan anh chat luyng dich vu BHXH Ma Tieu chi STT hoa TCI BHXH Cao Bang cung cdp dich vy dung theo quy dinh TC2 Giai quyet ho so khong bi that lac, sai sot TC3 Giai quyet nhOng van de ngudi dan rat tan tam TC4 Quy trinh thu tyc dugc cong khai bang nhieu hinh thuc, thuan tien cho ngudi dan tham khao BHXH Cao Bang tao cho toi su tin cay tham gia BHXH hoac TC5 r r giai quyet che dp DU1 Cd nhieu loai hinh BHXH de lua chon DU2 Moi ngudi deu co the tham gia BHXH DU3 Quy dinh ve toan che dp BHXH, BHYT phu hop, cong bang, dam bao quyen loi dong va hudng Tra tien toan BHXH nhanh chong, thuan tien, ngudi dan duoc DU4 lua chon hinh thuc nhan tien phu hop nhat (qua tai khoan, tai Buu dien, tai nha) Co nhidu hinh thuc de giao dich, rat thuan loi ngudi dan muon 10 DU5 nop ho so (giao dich dien tu, qua Buu dien, qua email, nop tryc tiep tai BHXH) Thdi gian giai quyet ho so dung hoac sdm hon thdi gian hen tra ho 11 DU6 so Tra ho so sau giai quydt xong qua Buu dien hoac goi dien 12 DU7 thoai thong bao den ngudi dan, khong chd ngudi dan den nhan ho so theo giay hen 13 DC1 Vi tri giao dich thuan loi, de dang cho ngudi dan den giao dich 78 Thai gian lam viec dam bao, thuan lai cho ngudi dan co nhu cau 14 DC2 lien he Phoi hap tot giua cac bp phan va cac dan vi lien quan de xu ly 15 DC3 nhanh chong van de cua nguai dan 16 DC4 17 DC5 Nhan vien BHXH hieu ro nhu cau cua nguai dan Nhan vien BHXH luon dat minh vao vi tri nguai dan dang gap kho khan de giai quyet van de tot nhat Nhan vien BHXH co thai dp hoa nha, lich su, hudng dan tan tinh, 18 NL1 chu dao tiep nhan va tra ho so Nhan vien BHXH co tinh than trach nhiem cao cong viec, 19 NL2 giai quyet vudng mac cua ngudi dan thau dao 20 NL3 Nhan vien BHXH nam vung chuyen mon, nghiep vu 21 NL4 Nhan vien BHXH xu ly cong viec nhanh, chinh xac 22 NL5 Nhan vien BHXH phuc vu an can, niem nd, cong bang, tan tam vdi mQi ngudi dan 23 PT1 BHXH co trang thiet bi, may moc hiqn dai Quy trinh thu tuc hanh chinh va bieu mau dupe niem yet cong khai, 24 PT2 day du bang nhieu hinh thuc (website, hoi qua email, dien thoai va niem yet tai ca quan BHXH) 25 PT3 BHXH cung cap thong tin kip thdi, chinh xac cho ngudi dan 26 PT4 Hd so khong rudm ra, phuc tap, quy trinh xu ly hop ly 27 PT5 Co ghe chd day du, lich su cho ngudi dan 28 PT6 Nhan vien BHXH an mac lich su, phu hop 79 Phu luc 2: Cac tieu chi phan anh mvc hai long ve dich vu BHXH Ma STT Tieu chi hoa HL1 Hai long ve nang luc phuc vu cua nhan vien co quan BHXH HL2 Hai long ve kha nang dap ung cua nhan vien co quan BHXH HL3 De dang tim hieu va thuc hien cac dich vu cua co quan BHXH HL4 Hai long ve kha nang cung cap thong tin cua co quan BHXH HL5 Hai lOng ve cach tinh va viec chi tra che dp BHXH cua co quan BHXH r HL6 Hoan toan hai long den giao dich tai co quan BHXH ~