(Luận văn) a tandem queueing model to optimize the efficiency of public administrative services

VIETNAM NATIONAL UNIVERSITY, HANOI VIETNAM JAPAN UNIVERSITY LE ANH THU A TANDEM QUEUEING MODEL TO OPTIMIZE THE EFFICIENCY OF PUBLIC ADMINISTRATIVE SERVICES MASTER'S THESIS VIETNAM NATIONAL UNIVERSITY, HANOI VIETNAM JAPAN UNIVERSITY LE ANH THU A TANDEM QUEUEING MODEL TO OPTIMIZE THE EFFICIENCY OF PUBLIC ADMINISTRATIVE SERVICES MAJOR: Public Policy CODE: 8340402.01 RESEARCH SUPERVISOR: Associate Prof PHUNG-DUC TUAN Hanoi, 2021 Acknowledgements Two years of studying at Vietnam Japan University passed quickly I am very honored and proud to have been a part of the th Intake of the Public Policy Program under Vietnam Japan University Thanks to Vietnam Japan University, I was able to experience an international learning environment where I met many interesting friends and excellent professors During the outbreak of the Covid-19 pandemic, th Intake students had to face many difficulties, especially the cancellation of our internship at the University of Tsukuba But, when one door closes, another opens The experience at Vietnam Japan University would be the best memory of my life First of all, I would like to express my most profound appreciation to my supervisor, Assoc Prof Phung-Duc Tuan from the University of Tsukuba for his kindness, patience, and support during the whole process of my study Thanks to his enthusiastic encouragement, I chose a completely new and challenging thesis topic This forced me to cultivate new knowledge and skills, and above all, meticulousness I would like to thank Dr Dang Quang Vinh for giving me the opportunity to intern at Center Institute for Economic and Management - CIEM Furthermore, I greatly appre-ciate the kind support of Dr Vinh for helping me to collect the data for this research I also would like to thank Vinh Phuc Provincial Public Administration Service Center for providing this data Besides, I would like to extend my gratitude to Dr Nguyen Thuy Anh, Dr Vu Hoang Linh and Prof Naohisa Okamoto, and Ms Pham Thi Lan Huong for their support I would like to express my deep gratitude to my dear friend Mr Vu Ngoc Quang, who supported me in using Python for this research In addition, I would like to thank Mr Nguyen Quoc Hung for sharing his valuable experience My heartfelt gratitude goes to my family for always being by my side and supporting me throughout the last two years th Finally, thanks also to all Intake students who have been a part of my student life Contents Acknowledgements List of Tables i List of Figures ii List of Abbreviations iii INTRODUCTION 1.1 Research context 1.2 Research objective and research question 1.3 Method and Methodology 1.4 Research structure 1 3 LITERATURE REVIEW 2.1 Public administration services 2.2 Tandem queueing model 5 RESEARCH METHOD AND METHODOLOGY 3.1 M/M/c queues & Markov Chain 3.2 Description of the two-step public service model 3.3 Simulation Scenarios 3.3.1 Scenario - Specify the maximum response time for each step of public administrative services 3.3.2 Scenario - Specify the maximum response time for the entire execution of public administrative services 3.3.3 Scenario - Classify dossiers in step based on its complexity 3.4 Data 3.4.1 Re-issue certificate of origin (C/O) 3.4.2 Vinh Phuc Business Registration Service 9 11 12 RESEARCH FINDING 4.1 Scenario - Specify the maximum response time for each step of public administrative services 4.1.1 Re-issue certificate of origin (C/O) 4.1.2 Vinh Phuc Business Registration Service 4.2 Scenario - Specify the maximum response time for the entire execution of public administrative services 27 12 13 17 25 25 25 27 27 30 31 4.3 Scenario - Classify dossiers in step based on its complexity 33 CONCLUSION, POLICY IMPLICATIONS, RESEARCH LIMINATIONS AND FURTHER STUDY 5.1 Conclusion and policy implications 5.2 Research limitations and further study direction 38 38 39 Bibliography 40 A Appendix: Vinh Phuc Business Registration Service Data 43 B Appendix: Source Code B.1 Source Code for Scenario & B.2 Source Code for Scenario 44 44 45 List of Tables 3.1 System parameters in step of Vinh Phuc Business Registration Service 26 4.1 The average response time and the probability that the response time in step of the C/O service is greater than hour 27 4.2 The average response time and the probability that the response time in step of the C/O service is greater than hours 4.3 The average response time and the probability that the response time in 29 step of Vinh Phuc Business Registration Service is greater than days 30 4.4 The total average response time and the probability that the total re-sponse time in both steps of the C/O service is greater than hours 32 i List of Figures 3.1 3.2 3.3 Queueing model Queueing model in Scenario Threshold policy for two multi-server queues 12 18 19 4.1 4.2 The average response time in step of the C/O service The probability that the response time in step of the C/O service is greater than hour The average response time in step of the C/O service The probability that the response time in step of the C/O service is greater than hours The average response time in step of Vinh Phuc Business Registration Service The average response time in both steps of the C/O service The probability that the total response time in both steps of the C/O service is greater than hours The mean queue length of Q1 against the Q2’s threshold (N) The mean queue length of Q2 against the Q2’s threshold (N) The total mean queue length of both queues against the Q2’s threshold (N) The mean queue length of Q1 against the arrival rate in Q1 The mean queue length of Q2 against the arrival rate in Q1 The total mean queue length of both queues against the arrival rate in Q1 The mean queue length of Q1 against the arrival rate in Q2 The mean queue length of Q2 against the arrival rate in Q2 28 4.16 The total mean queue length of both queues against the arrival rate in Q2 37 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 28 29 30 31 32 33 33 34 34 35 35 35 36 36 ii List of Abbreviations C/O GDP Certificate of Origin Gross Domestic Product ICTs Information and Communication Technologies JCER The Japan Center for Economic Research PAR QBD NPM Public Administration Reform Quasi-Birth-and-Death process New Public Management iii Chapter INTRODUCTION 1.1 Research context In recent years, citizens’ satisfaction with public services has emerged as a focus of research and a major subject of the governmental interest This is reflected in the general objective of the Public Administration Reform (PAR Master Plan) as stipulated in Decision 225/QD-TTg, dated February 04, 2016, "Approving the state administrative reform for the period 2016-2020", and Resolution No.18-NQ/TW dated October 25, 2017, "A number of issues on the continued renewal and organizational structure of the politi-cal system, streamlining, effective and efficient operation" by the Central Committee of the Communist Party of Vietnam The improvement of civil servants is one of the four components of the PAR Master Program By 2020, the goal was to have a reasonable number of cadres and civil servants who were professional and capable of performing their public duties Another aim was to restructure the salary system so that cadres and civil servants would be paid enough to maintain a minimum decent living standard Despite some progress toward this lofty goal, PAR progress has been slow, and PAR has been implemented less effectively and inconsistently than planned It is a fact that PAR effects have failed to meet the aim of establishing a democratic, effective, clean, modernized, and professionalized administration by 2020 Vietnam’s GDP per capita increased 2.7 times between 2002 and 2018, reaching over US$ 2,700 in 2019, with more than 45 million people fleeing poverty The poverty rate fell dramatically from moreover 70% to less than 6% between 2002 and 2019 according to the World Bank [1] The Japan Center for Economic Research (JCER) [2] has re-leased the Mid-Term Asia Economic Forecast report, which forecasts that Vietnam may become a high-middleincome country by 2023 and will surpass Taiwan in GDP terms by 2035 However, as Vietnam approaches middle-income status, it will confront additional obstacles such as the scaling down of development funding, increasing citizen expectations, and having to compete worldwide with other middle-income countries What additional reforms are required to ensure that the Vietnamese civil service will be fit for purpose in managing the country’s economy, its people and resources to secure the country’s long-term prosperity? The development of civil service reform policies needs to be founded on real analysis and understanding of the socio-political context as well as the intended pace of reform The government has already made considerable efforts to respond to the new social challenges A notable effort is implementing e-government through the launch of the Vietnam National Public Services Portal in December 2019 The Prime Minister asked ministries, state agencies, and localities to focus on increasing the ratio of public services to levels and to ensure the completion of the targets in Resolution 01/NQ-CP dated 2021, "On main tasks and solutions for the implementation of the socio-economic development plan and state budget estimate of 2021" In which Public Services Level are online public services allowing users to fill out and submit documents, level is the highest level of an online public service with payment features added (The Ministry of Information and Communications [3]) However, even if the goal of providing 100% of public services at level is achieved, there are still many problems with service quality Some public services on the National Public Service Portal have regulations on maximum response time in each step of the implementation process, such as "Procedures for adjusting the contents of the issued Certificate of registration for the provision of inspection, calibration, and testing services," "Procedures for canceling customs declaration," etc Nevertheless, these regulations are set mainly on the basis of experience and qualitative measurement to ensure the achievement of objectives in the PAR plans The reallocation of workers in an administrative office is also based on the quotas and the targets in these plans It raises the question of whether the maximum response time and the number of employees under existing regulations are optimal? This thesis aims to an-swer this question and propose a new approach for measuring public service efficiency, thereby recommending solutions to improve the quality of public service