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TRAINING NATIONAL ACADEMY OF PUBLIC ADMINISTRATION BUI THU TRANG OFFICCE CULTURE IN STATE ADMINISTRATIVE AGENCIES OF HANOI CITY IN THE CURRENT PERIOD Major: Public Administration Code: 34 04 03 SUMMARY OF DOCTORALTHESIS OF PUBLIC ADMINISTRATION The work has been completed at: National Academy of Public Administration Supervisors: Assoc Prof Dr Trieu Van Cuong Assoc Prof Dr Dang Khac Anh Member of thesis committee 1: Member of thesis committee 2: Member of thesis committee 3: The thesis is presented before the thesis committee Location: Meeting room:…………………………………………………… Building………., National Academy of Public Administration No.: 77 Nguyen Chi Thanh – Dong Da district – Hanoi Time: At….….….….date… PREAMBLE Reason for topic selection First, office culture plays a very important role in organization and operation of state administrative agencies as well as in performance of public tasks Office culture is also an important factor, contributing to improving the effectiveness and efficiency of state administrative agencies, making management activities of the agencies be smooth, clearly assigned It also makes headquarters, and working environment landscape become modern Second, Hanoi Capital is the national political-administrative center, a major center of culture, education, science and technology, economics and international transactions of the whole country Hanoi, the capital of civilized thousands of years is famous for its traditional and humane culture The Capital Law (2012) stated requirements of building the Capital in the new period and set requirements for building the apparatus of the capital's authorities and forces of cadre and civil workers: "Ensuring typical factors for the national cultural identity, promoting tangible and intangible cultural values of the Capital and the people, building elegant and civilized culture of Hanoians Cultural resources in the Capital must be managed, exploited and used to meet the requirements of preserving and developing the culture of the Capital and the whole country" Third, in recent years, the implementation of state administrative tasks of Hanoi city has achieved many positive results, however, office culture has not been properly cared for and has not made clear changes For the above reasons, the author has chosen the issue of "Office culture in state administrative agencies of Hanoi City in the current period" to conduct research in the doctoral thesis Purposes and tasks of research 2.1 Purposes of research On the basis of researching and clarifying the scientific basis of office culture, the thesis assesses the current situation of office culture in state administrative agencies of Hanoi city, points out advantages, limitations and issues, and gives out some solutions and recommendations to continue developing office culture in state administrative agencies of Hanoi city 2.2 Tasks of research The thesis focuses on solving some of the following tasks: - Overview of researches related to the thesis topic - Systematizing the scientific basis of development of office culture in state administrative agencies - Analyzing and clarifying the meaning of development and implementation of office culture, goals and motivation of the implementation in state administrative agencies in Hanoi city in the current period - Analyzing and evaluating the real situation of office culture in state administrative agencies of Hanoi city to see clearly advantages, limitations and learn experiences from practical activities on the implementation of office culture in state administrative agencies of Hanoi city, and finding out objective and subjective causes - The thesis proposes solutions to overcome shortcomings, limitations and continue to develop office culture in state administrative agencies of Hanoi city in order to enhance the effectiveness and efficiency of operation of state administrative agencies of Ha Capital in the current period Subject and scope of research 3.1 Subject of research The subject of the research is the process of developing and completing office culture in state administrative agencies of Hanoi city 3.2 Scope of the research - Scope of research: The thesis studies office culture in state administrative offices of Hanoi city today - Scope of space: The thesis studies at the state administrative agencies of Hanoi city The author conducted surveys and collected data at the Office of Hanoi City People's Committee; Department for Reception of City Citizens; Department of Labor - Invalids and Social Affairs; Department of Justice; Department of Transport; district level units including People's Committee of Dong Da District; People's Committee of Thanh Xuan District; People's Committee of Hai Ba Trung District; People's Committee of Quoc Oai District; People's Committee of Phuc Tho District; People's Committee of Thanh Tri District - Scope of time: The thesis conducts research on office culture in state administrative agencies of Hanoi city for the period of from 2008 to the present Methodology and research methods 4.1 Methodology The thesis’s methodology is dialectical materialism and historical materialism The research is based on the theoretical basis of Marxism - Leninism, Ho Chi Minh thought; views and guidelines of the Party, policies and laws of the State on administrative reform and office culture 4.2 Research methods - Method of document analysis; - Method of analysis and synthesis; - Method of social survey; - Method of in-depth interview Research questions and scientific hypotheses 5.1 Research questions Question 1: What are office culture and its role in state administrative agencies? Question 2: What factors affect office culture in state administrative agencies of Hanoi city? Question 3: How is the actual status of office culture in state administrative agencies of Hanoi city today? What are advantages and limitations? What are causes of those advantages and limitations? Question 4: What are orientations and solutions to continue developing office culture in state administrative agencies of Hanoi City? 5.2 Scientific hypotheses The thesis demonstrates the following contents: First, office culture plays an important role and is a tool of state cadres to manage state administration in order to build civilized, polite offices in accordance with the law with high efficiency Second, the essence of office culture is an external and core value system External values include size of office; number of workplace relationships; rules of communication, rules of handling work, costume, and working environment landscape Core values include values and standards of working spirit of public cadres; communication standards; conduct of public cadres; lifestyle and ethics That value system is created, enjoyed, and developed by public cadres who are subject to office culture Third, office culture in state administrative agencies of Hanoi city has not been fully and clearly regulated It needs to be completed Expected new contributions of research 6.1 New theoretical contributions The thesis systematizes and adds some new contents on the theoretical basis of office culture in state administrative agencies It proposes criteria for evaluating office culture, clarifies the characteristics of office culture in state administration agencies of Hanoi city, contributes, supplements and completes current regulations on office culture 6.2 New practical contributions The thesis analyzes the current situation of office culture in state administrative agencies of Hanoi Capital today It proposes solutions to develop office culture in state administrative agencies of Hanoi city The research result of the thesis is an important reference that may be applied to state administrative agencies in our country today; may be used as a reference for the Party agencies, the authorities, mass organizations from the central to grassroots levels in developing office culture in state administrative agencies of Vietnam Layout of the thesis: In addition to the introduction and conclusion, references, appendices, the thesis layout includes chapters: - Chapter Overview of the research situation of issues related to the thesis topic - Chapter Scientific basis of office culture in state administrative agencies - Chapter Current situation of office culture in state administrative agencies of Hanoi city - Chapter Orientations and solutions for developing office culture in state administrative agencies of Hanoi city Chapter OVERVIEW OF THE RESEARCH SITUATION OF ISSUES RELATED TO THE TOPIC 1.1 Research works related to the topic from the perspective of research on culture, organizational culture, cadre culture, administrative culture 1.1.1 Foreign research works In the work of Responding to organizational identity threats: Exploring the role of organizational culture of Ravasi and D Schultz) [95] Ravasi and Schultz wrote that organizational culture is a set of shared assumptions that guide what happens within organizations by identifying appropriate behavior for different situations This is also a model of collective behavior and assumptions taught to new organizational members, as a way of perceiving and even thinking and feeling Therefore, organizational culture influences the way people and groups interact with each other, with customers, and with relevant parties, etc The above documents give suggestions to conduct research, as a basis for proposing the development of legal documents for state management in general and office culture in particular Office culture is a tool for state management and is a branch of organizational culture Learning about organizational culture relates to how members perceive and behave towards inside and outside an organization At the same time, organizational culture is the most vivid and concrete presence of an organization that people can easily recognize Theoretically, one organization will not have the same culture as the other, although they may have many similarities 1.1.2 Domestic researches Researches of culture, public culture, organizational and administrative culture include the following typical works: "Vietnam history of culture" (Reprinted 2016) by scholar Dao Duy Anh, Publishing House of Information Culture [1] The work was first printed in 1938 Vietnam History of Culture is one of the most important works of scholar Dao Duy Anh With the concise concept of "culture is living", the author covers all aspects of economic activities, sociopolitical activities, and intellectual activities, thus summarizes, sketches and determines to some extent basic history of Vietnamese culture as a people and a culture More than that, Dao Duy Anh points out changes of Vietnamese culture in the Europeanization period, with the breaking or the change of old values and the rise of new values… The above works give the author of the thesis an overview of Vietnamese culture Vietnamese culture is a national cultural community, a unified national culture on the basis of diverse ethnic cultural nuances The thesis gives out a comprehensive view, puts research issue in the overall cultural environment of the nation and the people It is necessary to consider cultural influence of regions on the research issue From the perspective of research on organizational culture, cadre culture, administrative culture, there are researches as: Nguyen Van Dung, Phan Dinh Quyen and Le Viet Hung (2010), with the work of "Organizational culture and leadership", Publisher of Transport [15] deals with the concept of organizational culture and demonstrates the relation of organizational culture with leadership The book consists of parts In part 1, the authors state how organizational culture and leadership are related to organizational culture They analyze the level of effective cultural expression and accepted cultural values In 2010, Dao Thi Ai Thi wrote the book of "Communication skills of civil workers in the process of state administrative reform", Political - Administrative Publishing House [69] The content of the book focuses on the communication skills of public administrative cadres Its chapters clarify the theoretical basis of communication of public workers; analyze the situation and factors affecting communication skills of administrative cadres in public service activities; propose solutions and build models to improve communication skills in public service activities of forces of civil workers Doctoral theses related to the topic: In 2018, Dao Thi Ai Thi completed a PhD thesis of "Communication skills of administrative cadres in the process of reforming the state administration of Vietnam", National Academy of Public Administration The thesis affirms that communication is the central activity of administrative management The content of the work affirms the extremely important field that brings about management effectiveness as well as an obstacle to effectiveness and management effectiveness is communication skills, which is one of the important factors to promote success of the state administrative reform process However, in the coming time, this issue needs to be further clarified on the causes, the influence of factors, especially cultural factors in current administrative activities The thesis of Dr Trinh Thanh Ha (2009) entitled "Building public service behavior culture of current Vietnamese public administration cadres, National Academy of Public Administration" has built a system of solutions to form and develop behavioral culture of civil workers of Vietnam state administrative agencies today The thesis proposes criteria for behavioral culture of civil workers of state administrative agencies; solution groups to develop behavioral culture of civil workers of state administrative agencies Those establishments point out directions and solutions for improving internal and external relations of state administrative agencies 1.2 Researches related to the topic: office culture, office culture in state administrative agencies of Hanoi Researches on office culture include the following typical works: The book of "Organizing operation of office activities" (2003) by Nguyen Van Tham, Publisher of National Politics In part of the textbook of "Administrative and Cultural Engineering in Office Administration", the author states contents of office culture and points out the role of office culture in leadership and management in particular and performance of state administrative activities in general In 2012, Dao Thi Ai Thi wrote the book of "Office culture", Politics Administration Publishing House [69] The book has 159 pages divided into chapters, referring to the nature of office culture; role and constituent elements of office culture; development rules and functions of office culture, office culture types and factors affecting office culture; Ho Chi Minh thought about office culture and office culture regulations There is a doctoral thesis related to office culture, namely "Communication culture in administrative offices (in case of Ho Chi Minh city) from 1986 to present" by author Le Thi Truc Anh in 2012 It analyzes office communication culture as a system, identifies the situation, and clarifies depth causes affecting the efficiency of reception activities in public offices 1.3 General evaluation of overview of research situation related to the thesis topic 1.3.1 General comments 1.3.2 Results of thesis research can be inherited In general, the above researches have developed an important basic foundation for theories of culture and office culture These are important orientations for in-depth study contents of office culture in state administrative agencies of Hanoi city today A number of researches have mentioned basic issues of culture, civil service culture, and organizational culture but have not gone into office culture, and implementation of office culture in state administrative agencies in general and in Hanoi in particular 1.3.3 Contents to be researched The subject of research in most of the works is Vietnamese culture, organizational culture in general and civil service culture, etc The above works have not been deeply analyzed and explained the scientific basis of problems of office culture in general and state administrative offices of Hanoi city in particular, typical influencing factors of Hanoi city Some of the aforementioned theoretical shortcomings need to be researches within the framework of the thesis The researches on office culture are mainly on specialized journals There has not been any systematic and intensive research focusing on office culture in state administrative agencies of Hanoi city today Therefore, the thesis needs to continue implementing and clarifying the following contents: First, the thesis intends to study comprehensively, clarify the contents of main concepts related to the topic such as: What is office culture? The constituent elements of office culture, criteria for evaluating office culture; office culture in state administrative agencies; the role of office culture in improving the quality of state administrative agencies and cadres and civil workers in general, and of Hanoi in particular Second, the thesis must clarify the situation and issues posed for the construction and implementation of office culture in state administrative agencies of Hanoi City Third, the thesis proposes scientific arguments as the basis for directions and system of solutions to complete office culture in state administrative agencies of Hanoi city and has reference value for state administrative agencies of Vietnam today Therefore, the topic of "Office culture in state administrative agencies of Hanoi city in the current period" meets topical and objective requirements from the practice of office culture in our country today SCIENTIFIC BASIS OF ADMINISTRATIVE AGENCIES 2.1 Concepts Chapter OFFICE CULTURE IN STATE 2.1.1 Office From the generalization of conceptions of office, we can agree with the following definition of authors Nguyen Huu Khien and Tran Thi Thanh Thuy: "Administrative offices (public offices) are organizations of the system of state apparatus or state-recognized public organizations, including cadres and civil workers recruited and appointed according to the regulations on public employees or according to form of contracts to perform public duties Offices have positions, functions, tasks, powers and organizational structures defined by public law, may use public authority to organize State affairs or public services for the common interests of society and community" [41] 2.1.2 State administrative agencies From the above-mentioned concepts, the concept of state administrative agency may be understood as: "An integral part of the state administrative apparatus can use state power to perform management functions to all areas of social life" [8] 2.1.3 Culture In 2002, the United Nations Educational, Scientific and Cultural Organization (UNESCO) introduced a concept of culture: "Culture should be referred to as a collection of spirit, material, knowledge and emotion features of a society or a group of people in society and it contains, outside literature and art, lifestyle, ways of coexistence, value system, traditions and belief" [78] From a sociological perspective, culture is not only a product of human creativity, but always considered as a process, a dynamic and progressive state [77] With that in mind, culture is present in all material and spiritual activities of people towards truth, goodness, beauty in life Within the scope of the thesis, culture is understood according to the definition given by UNESCO in 2002 1.4 Office culture On the basis of inheriting views on office culture, we conceive: Office culture is the establishment and sharing of values and standards of state cadres and employees in public service practice at public authorities 2 Components of office culture With the concept of office culture, elements of office culture is shown in chart as follows: System of core values of office culture Morality in implementation of public tasks Rules of communication and conduct Public cadre and workers Rules of solving works Costume and working landscape Chart 1: Components of office culture - Source: the author 2.2.1 System of core values of office culture Core values of office culture include the following contents: * Professionalism * Responsibility * Honest and objective attitude * Transparency * Effectiveness * Spirit of service 2.2.2 Rules of communication and conduct Conduct and communication of public cadre and workers in performance of public duties are important factors in forming office culture and have a great impact on office culture When performing public duties, public cadre and workers must have polite and Third, simplifying administrative procedures Fourth, focusing on training Fifth, enhancing the application of information technology in administrative procedure reform Chapter CURRENT SITUATION OF OFFICE CULTURE OF STATE ADMINISTRATIVE AGENCIES IN HANOI 3.1 Overview of Hanoi Capital and state administrative agencies of Hanoi 3.1.1 System of administrative agencies in Hanoi from 2008 to the present People’s Committee of Hanoi City currently has 30 administrative units including: 13 people’s committees of districts and towns in the city ( Ba Dinh, Cau Giay , Dong Da , Ha Dong , Hai Ba Trung, Hoan Kiem, Hoang Mai, Long Bien, Tay Ho, Thanh Xuan, Nam Tu Liem, Bac Tu Liem and Son Tay); 17 people’s committees of districts (Ung Hoa, Ba Vi , Chuong My , Dan Phuong, Dong Anh, Gia Lam, Hoai Duc, Me Linh, My Duc, Phuc Tho, Quoc Oai, Soc Son, Thach That, Thanh Oai, Thanh Tri, Thuong Tin, Phu Xuyen) and 584 commune administrative units (including 386 communes, 177 wards, and 21 towns) 3.1.2 Characteristics of state administrative agencies of Hanoi First, administrative agencies of Hanoi city are state power Second, administrative agencies of the city are relatively stable, operate regularly, continuously and daily in order to introduce guidelines and policies of the Party and the laws of the State; resolutions of the City People's Committee to life Third, the administrative agency system is established uniformly according to the regulations of the Central Government, state administrative agencies at lower levels under the direction and higher-level public administration agencies and under the overall direction and administration of the Government Fourth, the authority of the administrative agencies of the city is limited to the scope of execution and administration, which is specified in the general legal documents of the state and the provisions of the City Council’s resolutions Fifth, the number of the city’s administrative agencies fluctuates in time and in space Sixth, state administrative agencies of Hanoi city have their own specific provisions according to the provisions of the Hanoi Capital Law 3.2 Actual situation of office culture implementation at state administrative agencies of Hanoi city 3.2.1 Actual situation of current legal regulations on office culture of Hanoi city On 25 January, 2017, People's Committee of Hanoi City issued Decision No 522 / QD-UBND on promulgating the code of conduct of public cadre and workers in agencies in Hanoi to develop a professional administration; a contingent of the Capital with "Disciplinary - Responsible - Devotional - Friendly'' spirit; orient cadres in standards in dealing with organizations and citizens, in families and society'; contributing to preserving and developing the fine cultural tradition of the Capital and the country, making elegant and civilized Hanoians 3.2.2 Developing and implementing office culture in state administrative agencies of Hanoi city through social surveys * Awareness of public cadres and workers about the importance of developing and implementing office culture regulations in state administrative agencies of Hanoi City Table 3.1 Assessing the importance of formulating and implementing office culture policy in state administrative agencies today Cadres Public workers Not important Number of opinions 2 Less important 1.1 0.9 31 5.1 Normal 12 4.3 72 10.2 194 32.0 Important 120 42.6 329 46.7 302 49.8 Very important 145 51.4 279 39.6 74 12.2 Importance 0.7 Number of opinions 18 Citizens % 2.6 Number of opinions 0.8 % % The above result table shows cadres, public workers, workers and citizens evaluate the development and implementation of the office culture regulations at administrative agencies at important and very important levels (over 60% of number of opinions) * Practice of developing and promulgating regulations on office culture at state administrative agencies of Hanoi city Table 3.2: Establishing and promulgating office culture regulations in surveyed areas Cadres Public workers and workers Contents Number % Number % of of opinions opinions 46 16.3 155 22.0 Not developed yet Developed but not issued yet 55 19.5 204 29.0 Issued and implemented 181 64.2 345 49.0 Through the survey of opinion of public workers and workers, 345 opinions (accounting for 49%) assessed that their agencies have developed and promulgated office culture regulations, 204 opinions said that their agencies have developed but has not issued office culture regulations and 155 said that their agencies have not yet developed office culture regulations Table 3.3 Assessing the implementation of office culture regulations at state administrative agencies of Hanoi city Implementing regulations Cadres Public workers and workers Number % Number % of of opinions opinions 30 4.3 Do not know / difficult to answer 22 7.8 Comply with regulations improperly Comply with a part of regulations 76 27.0 34 4.8 137 48.6 191 27.1 235 83.3 262 37.2 Comply with regulations properly Although at agencies office culture regulations have been developed and promulgated, the number of public cadres and workers implementing such regulations has not been highly appreciated * The attitude of serving citizens of public workers and workers at state administrative agencies of Hanoi city Table 3.5 Assessing of people about the implementation of working regulations of public workers and workers Do not know Comply with Comply with Comply with / difficult to regulations part of regulations answer improperly regulations properly Contents Number Number Number Number of % of % of % of % opinions opinions opinions opinions 76.7 Working 22 3.6 25 4.1 94 15.5 465 time Process of implementing 34 5.6 21 3.5 90 14.9 461 76.1 administrative procedures Culture of communication and 64.9 41 6.8 30 5.0 142 23.4 393 conduct Style, costume and 75.4 12 2.0 28 4.6 109 18.0 457 wearing name card Regarding the content of regulations on communication and conduct: communication and conduct reflect the cultural level of a certain agency, an organization or an individual Conduct culture is also the most recognizable expression, easy to make a good or bad impression about individuals and agencies right from the first contact, thus greatly affecting the performance of such individual or group * Culture of communication and conduct of public workers and workers in state administrative agencies of Hanoi City Thus, in relationships, there are hierarchies to have a proper way of addressing and communicating Relationships at work are associated with positions and hierarchy due to the division of society with the strict regulations of the law Therefore, at office, it also requires a way of appropriate address to the positions and powers assigned to each person Normal or family addresses must not be used for office * Working style of public workers and workers of state administrative agencies of Hanoi city In the process of performing cadre duties, most of Hanoi’s public workers and workers always have a working style as follows: Be polite and respect people with 92.6%; democratic and open with 91.1%; arranging and handling works in a scientific and effective with 88.7%; Always listen to opinions and wishes of subordinates, colleagues, people with 79.4%; Unite and support each other with 77.3% However, a small part of public workers and workers in state administrative agencies still regularly delay solving works, accounting for 8.2%; 7.4% for late appointment The rate of being late and leaving early is 6.7% * Professional capacity of public workers and workers in state administrative agencies of Hanoi city Professional knowledge and skills are very important contents in building office culture at all state agencies in general and state administrative agencies of Hanoi in particular Professional capacity and operation of public civil workers and workers in state administrative agencies in Hanoi city is an important element of their office culture * Costumes and uniforms of public workers and workers in state administrative agencies of Hanoi city Regulation 129 of the Prime Minister clearly regulates the costumes of public workers and workers during cadre duties Survey results on costumes of public workers and workers in state administrative agencies of Hanoi of 1592 objects including 282 cadres, 704 public workers and workers and 606 citizens show that costumes of public workers and workers in administrative agencies are suitable, perfectly in terms of color, convenience and wearing time However, some public workers and workers still wear costumes that are not really suitable * Working environment of public workers and workers in state administrative agencies of Hanoi city Although in recent years, facilities and state administrative agencies have been upgraded and newly built, many agencies are still in old condition and degraded after many years of use According to surveys, cadres, workers and people said: The rate of working rooms for public workers and workers meeting standards is low (Cadres: 34.0%, public workers and workers: 31.2%, people: 24.9% There is a small rate of small room (Cadres: 4.0%, public workers and workers: 5.6%, people: 1.1%) 3.3 General evaluation 3.3.1 Advantages and disadvantages upon building and applying office culture in state administrative agencies of Hanoi city Besides favorable factors, the development and application of the office culture regulations at state administrative agencies still face many difficulties and shortcomings: First, communication and conduct are important contents that show office culture of cadres, public workers and workers, but the issue of training soft skills in communication and conduct for these forces has not been concerned so far This has a direct impact on the implementation of office culture regulations in particular and the performance of implementing public tasks of cadres, public workers and workers in general Second, the development and implementation of the office culture regulations, conduct regulations in many state administrative organizations are still formal Some districts of Hanoi city have not yet issued regulations of their own office culture Third, issues of inspection and evaluation as well as sanctions against violations of the office culture regulations and conduct regulations are not specific, so implementation efficiency is not high 3.3.3 Limitations and causes According to a survey of 1592 participants including cadres, public workers and workers of Hanoi, shortcomings and limitations in the implementation of office culture at state administrative agencies in Hanoi in recent years are from the main following causes - Cadres, public workers and workers have not really paid attention to office culture (cadres: 55.7%, public workers and workers: 54.8%, people: 49.0%) - A part of public workers and workers lack of sense of responsibility for assigned tasks (cadres: 51.8%, public workers and workers: 51.3%, people: 38.0%) - Lack of a comprehensive legal basis system on the establishment and implementation of office culture in state administrative agencies (cadres: 40.4%, public workers and workers: 47.4%, people: 38.9%) - The culture of communication and conduct in the performance of public duties has not yet become a permanent consciousness of cadres and public workers and workers (cadres: 30.9%, public workers and workers: 23.6%, people: 48.0%) Chapter ORIENTATIONS AND SOLUTIONS FOR DEVELOPING OFFICE CULTURE IN STATE ADMINISTRATIVE AGENCIES OF HANOI CITY 4.1 Orientations for building and developing office culture in state administrative agencies of Hanoi city Basic contents of the orientation for developing office culture in state administrative agencies of Hanoi city as follows: First, the development of office culture in state administrative agencies of Hanoi city must be based on the thorough understanding of the Party's views, policies and guidelines and the State’s laws on development of office culture in accordance with developing an advanced culture with national identity Second, developing office culture in state administrative agencies must promote the outstanding characteristics of a political, administrative, economic, cultural and diplomatic center of the whole country Third, developing office culture in state administrative agencies needs to promote traditional, historical and cultural values of the land of "thousand years of civilization" and the people of Hanoi with civilized and elegant qualities, "aromatic as jasmine, elegant as Trang An people ” Fourth, developing office culture in state administrative agencies needs to promote the convergence of beautiful cultural features of the regions in the country Fifth, developing office culture in state administrative agencies needs to meet requirements of deeper international integration, creating a solid premise for the country and Hanoi capital to develop rapidly and sustainably in the new period 4.2 Solutions to develop office culture in state administrative agencies of Hanoi city 4.2.1 Group of general solutions * Improving legal documents on office culture First it is necessary to review the system of legal documents on office culture to eliminate duplicates and regulations that are no longer suitable with reality Second, it is necessary to amend and supplement the law on cadres, public workers in the direction that these laws regulate all the activities of office culture and the regime of cadres and public workers and workers Third, it is necessary to update the Party’s guidelines expressed in the documents of the 11th and 12th Central Congress and the spirit of the 2013 Constitution to supplement and amend the Law on cadres and public workers Fourth, it is necessary to develop a code of conduct, career charter Currently in our country there are many rules and regulations on office culture Therefore, it is necessary to revise the general provisions that the law has not yet adjusted to develop a common code of conduct * It is necessary to set standards of cultural values and system of criteria for assessing office culture The current provisions of the current legal documents are still limited, inadequate, some points are still unclear and conflict with each other For example, there are no legal documents of the State that clearly and sufficiently state the concept of office cultur, structure of office culture and determine criteria of values of office culture In the law on cadres and public workers as well as Decision 129 / QD-TTg of the Prime Minister in 2007 on a number of provisions on office culture only focus on the rights and obligations of public cadres and workers regulations on equipment layout and environmental landscape of office culture, without fully mentioning core values and other important factors such as public service ethics, quality, competence, and effectiveness of public service performance in the interaction of office culture Therefore, the Government and ministries need to promulgate legal documents establishing a system of office culture standards: Concepts, structures, criteria for evaluating office culture, creating a legal basis for the development of office culture effectively 4.2.2 Group of specific solutions to develop office culture in state administrative agencies of Hanoi * Issuing legal documents on office culture in state administrative agencies of Hanoi city Hanoi city has issued Decision No 522 / QD-UBND dated 25 January, 2017 of the City People's Committee on regulations on conduct of public cadres and workers in agencies in Hanoi This set of rules does not fully cover the contents of office culture, especially for state administrative agencies of Hanoi On 16 May, 2019, the People's Committee issued Directive No 08 /CT-UBND on promoting the propagation of cultural lifestyle, order, discipline and urban civilization associated with the implementation of the code of conduct in public places in the City area and the code of conduct of public cadres and workers of city agencies Together with Directive No 03CT-UBND dated 25 February, 2019, Directive No 01/CT-UBND dated January, 2014, Directive No 04/2003/CT-UB on the development of the urban civilization lifestyle to determine that this is a regular and long-term task, it is the responsibility of each person, each level, each agency and unit for the Capital to become increasingly civilized and modern However, with the speed of urbanization and the mechanical population of the capital increasing rapidly, the cultural lifestyle and urban civilization has changed slowly, the culture of behavior and activities in public places are still limited Specific provisions on office culture in state administrative agencies are insufficient In order to create a really clear change in building a cultural lifestyle, urban disciplined order and discipline associated with the good implementation of office culture, Hanoi needs to promulgate specific provisions on office culture in state administrative agencies in the direction of: - Fully grasping the law provisions, the Party’s policy on office culture in state administrative agencies - Fully presenting the contents of office culture in state administrative agencies and specifying specific criteria - Demonstrating the characteristics of the Capital - The political, administrative, economic, cultural and diplomatic center of the country - Demonstrating the identity of the land of thousands of years of civilization and the civilization and elegance of Trang An people - Demonstrating meeting the requirements of administrative reforms and international integration * Solutions for developing a contingent of public cadres and workers in state administrative agencies of Hanoi city First, raising the awareness of office culture among public cadres and workers To have the right action, it is necessary to have the right perception Awareness is a process, so in order to have a proper, comprehensive and profound awareness about the culture, it is necessary to persevere regularly in many forms and solutions such as: - Propagating, educating and raising awareness of implementing office culture The contents of the propaganda focus on the Party’s guidelines and policies, the State'’ policies and laws on culture and office culture; information, knowledge, experience, examples of the implementation of office culture in state administrative agencies, advantages that need to be replicated and limitations to be overcome in the implementation of office culture in departments, agencies, districts, wards, etc - Regarding training to improve knowledge and skills of public cadres and workers, Decree No 18/2010/ ND-CP dated March, 2010 of the Government on Training, every year, public cadres and workers are trained based on the criteria of CC rank, standards of leadership, management and compulsory training, professional skills Therefore, depending on objects, it is necessary to have a reasonable program framework to include office culture content in training classes - It is necessary to focus on changing working practices of public cadres and workers, promoting the role of people, and strictly handling violations - Implementing publicly and transparently in activities of management agencies, especially in financial management issues of agencies, collective interests are emphasized At the same time, it is required to often conduct job descriptions for public cadres and workers so that they can see their duties and responsibilities and build appropriate behaviors - There are clear regulations on enforcement standards and acceptable levels in the relation of public cadres and workers with citizens, businesses, and colleagues There is an optimized mechanism in assessing the quality of work and a clear mechanism of reward and punishment The annual emulation evaluation needs to be conducted publicly and frankly with the establishment of an emulation council for each department and unit Second, training communication and behavior skills for public cadres and workers The authorities of Hanoi city need to open pre-duty classes for training and equip newly recruited cadres and workers in communication skills and workplace behaviors such as: responsibilities, relations between leaders and employees, workplace manners, telephone communication skills, reception, environmental awareness In addition, for cadres who have worked for 2-3 years, agencies need to open training courses to equip new knowledge, provide skills to handle situations in the workplace so that cadres can improve their knowledge, experience and find appropriate remedies The training can be integrated with public cadre and worker programs in general to ensure overall and economic factors In order to implement well office culture, cadre work should focus on a number of key contents such as focusing on training qualities and morals of cadres and party members; building a sense of self-discipline, cultivating revolutionary qualities and ethics, striving to follow Ho Chi Minh’s moral example; developing staff planning and staff training in the direction to meet immediate and long-term tasks, taking into account the needs and ability to develop; implementing the regime of personnel management, especially managing the quality of cadres to meet current development needs Third, upholding the role of the head in state administrative agencies in development of office culture Setting an example associated with the responsibilities of the head of state administrative agencies is considered a breakthrough solution In the regulations on office culture, it is necessary to uphold the role and responsibility of the head of state administrative agencies in fulfilling the role and responsibilities of managing public cadres and workers; ensure strict implementation of discipline, public service ethics and ensure the fulfillment of assigned duties and responsibilities Developing office culture is greatly influenced by the heads of agencies and organizations Therefore, it is necessary to uphold the exemplary practice of office culture of the heads of state administrative agencies Fourth, inspection and supervision In order to build and implement office culture, it is necessary to pay regular attention to inspection, examination and supervision This task must be done from within of each agency Office can coordinate with trade union of an agency to regularly monitor, supervise and check in order to promptly detect violations in the implementation of office culture, timely report to leaders for handling For agencies and culture departments, examine and inspect the implementation of urban civilized cultural lifestyle and the performance of criteria on cultural agencies Department of Home Affairs strengthens civil service inspection in implementation of administrative reforms At the same time, these two departments as state management agencies in charge of state management culture of cadres and workers should coordinate and inspect and conduct surveys on people’s satisfaction with public administrative services and conduct culture, communication of cadres and workers in workplace as an information channel to evaluate, rank and promptly rectify violations, and praise advanced examples It is necessary to strengthen the leadership and direction of party organizations in implementing administrative reform tasks from the City to local level Leaders, heads of agencies, units and localities must be responsible for uniformly directing the implementation of assigned contents and tasks within their management; identifying administrative reform as a key and continuous task; building a specific implementation plan in each time period and each field; clearly assigning responsibilities for each agency, organization, employee,; promptly handling strictly acts that not perform or perform improperly and incompletely the provisions of law and administrative reform tasks In addition to strengthening the implementation of inspection and examination functions of agencies as prescribed, it is necessary to enhance supervision and criticism from people and the social community by specific channels such as: Through the reflection of press and media This is the means for people to control the power of the State; criticize irrational policies and decisions of the government Through suggestions and recommendations from the community at voter meetings of the People’s Council and National Assembly representatives; via post box Through letters, complaints, denunciations of citizens of organizations to departments, branches; through feedback and criticism of socio-political organizations and professional societies Fifth, about facilities First, there should be specific regulations on office uniformly Second, agencies need to spend a certain amount of money to invest in building, renovating and upgrading working offices, creating environmental landscapes, equipping uniforms, convenient working facilities for cadres In recent years, many agencies have paid attention and invested funds for the above issues, so the image of public agencies in the eyes of people has changed a lot Third, agencies need to determine the standards of equipment and working conditions for each title and department to plan appropriate equipment, increase utilities and avoid waste Currently, many agencies not specify specific needs for equipment, resulting in insufficient, incorrect facilities or massive equipment, causing a waste of budget Fourth, the State and the Government need to continue studying and improving the salary regime for public cadres and workers Currently, although there have been many positive changes, in general, the material and technical conditions of state administrative agencies are still inadequate, affecting significantly the implementation of office culture Wages and income of public cadres and workers are not sufficient to maintain their life and families This is one of the causes leading to corruption, authoritarianism, bossy and harassment of a large number of public cadres Working conditions of agencies are not good, and too narrow working area also create unnecessary exasperation for cadres and workers, affecting their incomplete attitudes and behaviors towards people However, it should be noted that physical conditions, socio-economic conditions only affect some elements of office culture but not all except some irreparable issues as mentioned above If there is a high awareness culture, even in difficult circumstances, offices still find good solutions, still organize a reasonable agency, still have clear working regulations, people still behave properly and create right scenery landscape, etc 4.3 Recommendations For the Government To promulgate a unified regulation on office culture throughout the country, unify the regulation of legal documents to complete legal documents with a higher value than the rules and regulations To accelerate the implementation of administrative reform towards streamlined effectiveness For the Ministry of Home Affairs It is necessary to specify criteria for assessing public cadres and workers, developing regulations on work positions, building a contingent of cadres and workers with good standards of conduct in public service activities, with good moral qualities, contributing to the completion of mission assigned To promulgate general regulations such as code of conduct in accordance with the current situation at workplace, contributing to creating a healthy cultural environment in workplace For the Ministry of Construction To unify regulations on office standards, the Ministry of Construction conducts research and compilation of office construction standards of state administrative agencies such as: (1) Meeting functions, tasks, powers, organizational structure and payroll of state administrative agencies (2) Ensuring the rationality of operating line, facilitating internal and external activities (3) Modern technical system, meeting advanced standards, meeting IT exploitation requirements (4) Ensuring that the requirements of use, aesthetics, sustainability, safety, comfort and economy are suitable to the natural, climatic and cultural conditions of the region, suitable to present characteristics of office (5) Prescribing contents, solutions for designing and using reasonable materials suitable to workplace level; Prioritizing the use of local materials Then organizing the application for implementation throughout the country; collating, reviewing and assessing the current state of workplace, proposing new renovation, repair or upgrade plans to meet requirements of modernizing state administrative agencies For Hanoi city There should be specific regulations on office culture of Hanoi city, completing the code of conduct in agencies and administrative units of Hanoi city When completing the code of conduct, it is necessary to follow the Law on public cadres and workers; expand the scope of adjustment of standards of conduct not only at workplaces but also in families, residential areas and in the community Based on legal documents, regulations of the Government and ministries, central agencies, Hanoi, it is necessary to develop a complete set of office culture rules, showing all national, international, ethnic, local elements State administrative agencies of Hanoi should strictly implement Decision No 522/ QD-UBND on promulgating the code of conduct of public cadres and workers in agencies in Hanoi city, which focuses primarily on the following: - Regarding working time: Strictly abiding by the working time regulations of the State and agencies; arranging and using scientific and efficient working time; - Costumes and manners: Formal costumes Serious postures and gestures; modesty, politeness, respect for people; use gentle language, etc - Sense of discipline: voluntarily complying with the constitution, laws, rules, regulations of agencies in the performance of public duties; strictly abiding by the assignment of superior assigned organizations and tasks Maintaining internal solidarity, building a democratic and disciplined working environment; having the spirit of learning and listening; collaborating and helping colleague complete tasks well Honest, straightforward and objective in reporting, proposing, contributing ideas to superiors; - Use of vehicles and assets: not using public assets, equipment, vehicles (cars, phones, computers, stationery, mailboxes, etc.) of agency to serve personal purpose Economical use of electricity, water and office supplies; managing spending in the right works according to the regulations CONCLUSION Achievements of the thesis: The thesis develops a theoretical framework for development of office culture in state administrative agencies of Hanoi city based on the theories of state administration, culture, sociology, development Development is the process of changing values taking place in positive and negative directions Analysis of subjective and objective factors affecting office culture in state administrative agencies Analysis of the role of office culture affecting activities of state administrative agencies, as well as the performance of public duties Analysis of experiences in developing office culture of countries with similar cultures; proposing lessons Since then, there is a scientific basis for developing office culture in state administrative agencies, in addition to establishing and sharing values and standards of public cadres and workers in public service practice; building criteria to evaluate office culture based on existing scientific and legal bases; developing standards for public cadres and workers, adjusting to suit operational practices of state administrative organizations according to development needs of the society Conducting survey, analyzing and assessing the situation of office culture in state administrative agencies of Hanoi city, pointing out the factors that need to be promoted and the limitations that need to be overcome; together with studying legal documents and regulations on office culture of the Government and ministries and central agencies; Hanoi city’s regulations, rules, and requirements Based on that, the author proposes solutions to develop office culture in state administrative agencies of Hanoi city, analyzing the relationship between solutions to apply them in the process of building and developing office culture Hanoi The thesis is reference and can be applied in administrative agencies of our country today At the same time, it opened up a following research direction; from the perspective of Public Management, in-depth research on office culture That is dialectical relationship between the development of office culture and administrative reforms; indepth study of core values of office culture; influence of office culture on traditional cultures, etc New contributions of the thesis: - The thesis systematizes and adds some new contents on the theoretical basis of office culture in state administrative agencies Based on the development of office culture evaluation criteria, the author has proposed a system of criteria for evaluating office culture suitable to the socio-economic conditions of Vietnam, in the context of market economy and international integration It clarifies the characteristics of office culture in state administrative agencies of Hanoi city - The thesis proposes solutions to develop office culture in state administrative agencies of Hanoi city RECOMMENDATIONS For the Government It is necessary to promulgating regulations on office culture nationwide, uniform regulation on legal documents to finalize them with higher value than rules and regulations It is necessary to enhance the implementation of administrative reform towards streamlined effectiveness For the Ministry of Home Affairs It is necessary to specify criteria for assessing public cadres and workers, develop regulations on work positions, build a contingent of cadres and workers with good standards of conduct in public service activities, with good moral qualities, contributing to completion of mission assigned It is necessary to promulgate general regulations such as code of conduct of office culture in accordance with the current situation at workplace, contributing to creating a healthy cultural environment in workplace For the Ministry of Construction It is necessary to unify regulations on office standards The Ministry of Construction should conduct research and compilation of office construction standards of state administrative agencies such as: (1) Meeting functions, tasks, powers, organizational structure and payroll of state administrative agencies (2) Ensuring the rationality of the agency’s operating line, facilitating internal and external activities (3) Modern technical system, meeting advanced standards, meeting IT exploitation requirements (4) Ensuring that requirements of use, aesthetics, sustainability, safety, comfort and economy are suitable to the natural, climatic and cultural conditions of the region, suitable to present characteristics of office (5) Prescribing contents, solutions for designing and using reasonable materials suitable to workplace level; And prioritizing use of local materials Then organizing the application for implementation throughout the country; comparing, reviewing and assessing the current state of workplace management, proposing new renovation, repair or upgrade plans to meet requirements of modernizing state administrative offices For Hanoi city There should be specific regulations on office culture of Hanoi city It is necessary to complete “the code of conduct in agencies and administrative units of Hanoi city" Upon completing the code of conduct, it is necessary to follow the Law on Public Cadres and Workers; expand the scope of adjustment of standards of conduct, not only at workplace but also in families, residential areas and in the community ... People's Committee of Dong Da District; People's Committee of Thanh Xuan District; People's Committee of Hai Ba Trung District; People's Committee of Quoc Oai District; People's Committee of Phuc... Prof Dr Dang Khac Anh Member of thesis committee 1: Member of thesis committee 2: Member of thesis committee 3: The thesis is presented before the thesis committee Location:... Hoang Mai, Long Bien, Tay Ho, Thanh Xuan, Nam Tu Liem, Bac Tu Liem and Son Tay); 17 people’s committees of districts (Ung Hoa, Ba Vi , Chuong My , Dan Phuong, Dong Anh, Gia Lam, Hoai Duc, Me Linh,