Ministries and provinces will reuse data in providing online public services.

The quality of online public services has not met people's expectations.

Providing online public services is a crucial aspect of administrative reform and the implementation of e -government , moving towards a digital government.

As the agency tasked with coordinating and leading the national digital transformation process, the Ministry of Information and Communications has regularly urged and guided ministries, sectors, and localities to provide public services online.

This facilitates citizens and businesses in using services provided by state agencies, while simultaneously reducing the paperwork and workload burden on state agencies and organizations.

However, according to the Ministry of Information and Communications' assessment, there are still areas that need improvement in providing online public services, namely: The percentage of fully implemented online public services that citizens can complete 100% of the steps themselves from home remains low; the quality of online public services, such as simplicity, convenience, speed, safety, and cybersecurity, is still low and has not met the expectations of citizens and businesses when compared to services in the private sector.

Furthermore, the current rate of online public service applications processed through the entire process remains low, failing to alleviate the workload for officials and civil servants at the one-stop service center. In many cases, it even increases the workload, requiring simultaneous processing on both paper and electronic platforms, leading to difficulties and frustration for both civil servants and citizens/businesses.

A survey by the Ministry of Information and Communications has identified six reasons why people are dissatisfied with online public services.

A survey conducted by the Ministry of Information and Communications in March 2023 across 12 ministries, agencies, and localities identified six main reasons for citizen dissatisfaction or errors when using online public services, with the following corresponding percentages: 36% due to errors in the Public Service Portal; 25% due to complex administrative procedures, making in-person services easier and faster than online ones; 10% due to errors in online payments on the Public Service Portal; 5% due to network connection errors; 3% due to errors in the citizen's terminal device; and 14% due to other reasons.

In the first half of 2023, the Ministry of Information and Communications conducted its first assessment of the quality of online public service delivery from the perspective of user experience, using the public service portals of 20 ministries and agencies and 63 provinces and cities. The results showed that only 11 ministries, agencies, and localities had public service portals rated as good.

In particular, on June 5th, Minister of Information and Communications Nguyen Manh Hung, Vice Chairman of the National Committee on Digital Transformation, chaired a thematic meeting with ministries, sectors, and localities on online public services.

At this meeting, the head of the Ministry of Information and Communications clearly stated: Now is the time to fundamentally change the way e-government is implemented, the way online public services are provided, and to fundamentally change perceptions and approaches.

20 things to do immediately to improve the quality and efficiency of online public services.

Based on the direction of the National Committee on Digital Transformation and practical lessons learned from ministries and provinces, the Ministry of Information and Communications has recently issued another document requesting ministries, sectors, and localities to immediately focus on implementing 20 contents and tasks to improve the quality of provision and efficiency of online public services in the coming period.

According to the Ministry of Information and Communications' proposal, several tasks need to be completed by ministries, sectors, and localities in August 2023, specifically: Review, update, supplement, or issue the 2023 action plan to improve the quality of online public service delivery, clearly assigning tasks, lead agencies, resources, and specific deadlines; Complete the deployment of the Information System for resolving administrative procedures at the ministerial and provincial levels based on the merger of the Public Service Portal and the Electronic One-Stop System; and request technology solution providers to upgrade and update to the latest version.

Issuing documents assigning targets for the percentage of online applications to the heads of each agency and unit under the ministry and province in 2023; Piloting some services that do not accept paper copies, and some days that do not accept paper copies; Deploying online public services on mobile devices to ensure convenient access and use for citizens; Directing the Community Digital Technology Team to actively "go door to door, guide each person" in using online public services…

September 2023 was the deadline for ministries and provinces to complete the review of administrative procedures and online public services, prioritizing 25 essential public services with high user demand. This aimed to simplify and restructure the implementation process, eliminate unnecessary intermediate steps, and remove existing documents from the database to make it easier for citizens to access and utilize these services.

The content regarding ensuring the readiness of remote digital signature functionality on the public service portal and encouraging citizens to use it for online public services, as requested by the Ministry of Information and Communications, needs to be completed by December 2023.

The end of 2023 was also the deadline for ministries and provinces to complete the deployment of electronic data warehouses for individuals and organizations on the Ministry-level and Provincial-level Administrative Procedure Resolution Information Systems to store data on public service resolution, facilitating data sharing and reuse in the provision of public services.

Ministries, departments, and localities are also requested to consider and implement policies this year to reduce fees and charges to encourage people to use online public services.

Furthermore, the Ministry of Information and Communications requested ministries, sectors, and localities to study the "Results of the first survey, monitoring, and measurement of the quality of online public service provision" published by the Ministry to address the shortcomings and limitations of the implementation of the Information System for resolving administrative procedures at the ministerial and provincial levels.

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