Digital transformation in administrative procedure reform

Lesson 1: Aiming for people's satisfaction

The role of digital transformation in administrative procedure reform is very important, not only improving the working efficiency of state agencies but also bringing many practical benefits to people and businesses.

In order to realize the convenience of handling administrative procedures and providing online public services, Hanoi has increased the application of information technology in handling administrative procedures; infrastructure and information technology equipment continue to be maintained, upgraded, supplemented and completed. Hanoi also authorizes the handling of administrative procedures according to sectors and fields, ensuring the implementation of the goal of administrative procedure reform.

At the reception and result delivery departments of units across the city, the phone numbers, addresses, and emails to receive feedback and recommendations on administrative regulations are fully listed, so that people can directly contact them when encountering difficulties. In addition, Hanoi integrates and provides public services on the National Public Service Portal to ensure standardization, process restructuring, reduction, and simplification of administrative procedures using authentication, identification, and data sharing from the National Population Database.

Hanoi City has also deployed many online public service stores and agents. Instead of having to go to public administrative agencies, people can go to the nearest public service stores and agents to carry out online procedures such as business registration, licensing, birth registration, social insurance, tax, household registration, etc. Here, the staff at the online public service stores and agents are well-trained, ready to guide and support people with computer systems, high-speed internet connections and supporting equipment to ensure smooth implementation of online public services.

Not only in Hanoi, in Quang Ninh province, the locality selected by the Government to pilot the construction of a one-level Public Administration Service Center model; the rate of files resolved on time and before the deadline in the province reached 99.8% (of which the average number of files resolved before the deadline in the whole province was over 70% in the first 3 months of 2025). More than 91.7% of files performed public services online; 100% of fees and charges were paid non-cash; the satisfaction assessment rate through the survey system always reached over 99.9%.

Director of the Quang Ninh Provincial Public Administration Service Center, Nguyen Hai Van, said: "The average labor productivity in handling administrative procedures increases when the center and branches have permanent staff from departments, branches, and offices to carry out administrative procedures to handle frequently arising complicated documents and records."

Despite many achievements, reality shows that digital transformation in administrative procedure reform still faces many challenges. In particular, the construction and completion of institutions and policies still have many shortcomings; cybersecurity and information security have not received due attention in many places; the quality of online public services is not high; human resources for digital transformation have not met the requirements in both quantity and quality, and are unevenly distributed.

Even in Quang Ninh province, although many positive results have been achieved when implementing the one-level Public Administration Service Center system, there are still some difficulties and problems when operating. The reception and settlement of administrative procedures are not comprehensive because the system is in the upgrading stage. The provision of support services for settling administrative procedures according to people's needs such as: Design drawing, planning, service declaration, contract drafting, making complete documents for business establishment, making stamps, paying taxes... has not been implemented.

In addition, the heads of some agencies and units have not really paid attention to, and have not been proactive and active in, administrative reform. The reduction and simplification of administrative procedures have not achieved the expected results; the capacity of a number of cadres and civil servants has not met the requirements and tasks; the synchronization, connection and sharing of data between national and specialized databases is still slow; the quality of online public services is not high.

Chairman of the People's Committee of Cam Pha City (Quang Ninh Province) Pham Le Hung said that in reality, there are still cases that are delayed. The resolution of problems for businesses is still not timely, requiring a more comprehensive digital transformation to improve quality, efficiency and shorten the processing time and resolve procedures for people and businesses.

In Gia Lai province, the implementation of online public services is still inadequate when the provincial digital transformation index is still low; the level and skills of applying information technology of the people are still limited, especially in ethnic minority areas. The rate of people with computers, smartphones, households with internet connection, devices ensuring connection, and using digital platforms is still low and slow to improve.

On the other hand, the quality and efficiency in providing and using online public services are still limited, and the results achieved have not met the requirements. There are many barriers and difficulties in connecting and sharing data between agencies and units, and the effectiveness is not high; large databases have not been built, and open data has not been provided to people and businesses, causing difficulties in exploitation and use.

Mr. Nguyen Xuan Thanh, Ton That Thuyet Street, Thong Nhat Ward, Pleiku City (Gia Lai Province) said that although digitized, many administrative procedures have long processes, requiring many types of documents and certificates, especially land procedures, causing many difficulties for people in preparing documents.

Meanwhile, some opinions say that local authorities need to be open and transparent in providing information to people, especially on land use planning. At the same time, they need to expand opportunities for people to participate in monitoring government activities... Identifying and addressing the challenges of digital transformation in administrative procedure reform is very important to achieve the goal of effective administrative reform.

(To be continued)

Source: https://nhandan.vn/chuyen-doi-so-trong-cai-cach-thu-tuc-hanh-chinh-post877073.html