Da Nang - A pioneer model in digital transformation of public administrative services

With methodical, drastic and creative steps, Da Nang is affirming its position as the leading locality in the country in implementing the Resolution and National Digital Transformation Project, especially in public administrative services.

Breakthrough on three pillars of digital transformation

Within the framework of the program to celebrate the National Digital Transformation Day 2025 held in Hanoi recently, Da Nang city was honored by the Ministry of Science and Technology as "Typical city in digital transformation for the period 2020 - 2024".

Accordingly, in the period of 2020 - 2025, Da Nang City has synchronously deployed many solutions, achieving many outstanding results. In particular, for 4 consecutive years (2021 - 2024), Da Nang leads the country in digital transformation, in all three pillars of Digital Government - Digital Economy - Digital Society.

This is also the first locality to issue a specialized Resolution and a Digital Transformation Project to 2025, with a vision to 2030, creating a legal and strategic basis for the comprehensive digitalization process.

The city identifies providing online public services as a key task in the process of building e-government and digital government - aiming to serve people and businesses faster, more conveniently and more transparently.

Sharing the experiences of cities in digital transformation of public administrative services at the workshop "Innovation - Driving force for smart urban development in Vietnam" within the framework of the Vietnam Urban Sustainable Development Forum 2025 on November 5, Mr. Dinh The Vinh, Deputy Director of the Department of Construction of Da Nang City, said that the City clearly defines the operating principles including: The government must be a pioneer, people and businesses are the center and public services must be of high quality.

IOC Smart Monitoring and Operation Center, Da Nang City.

Not only stopping at administrative procedures at departments, branches or commune-level People's Committees, Da Nang also expanded digital transformation to public service units, bringing public service services to the digital environment - all built on a shared digital data platform, helping people and organizations to be served "declared once, used many times".

With the drastic and synchronous participation of the entire political system, the digital transformation in public administrative services in Da Nang has achieved outstanding results. In 2024, the city had the highest rate of online services in the country, reaching 95%. After merging administrative units, Da Nang city only provided 2,118 online services, reaching 95% of total administrative procedures.

Deploying many breakthrough solutions to bring public services closer to the people

To achieve the above outstanding results, according to Mr. Dinh The Vinh, Da Nang has synchronously deployed many breakthrough solutions.

One is to develop a detailed annual digital transformation plan, according to which 12/25 targets for digital government development by 2025 focus directly on online public services with specific and clear goals.

Second is to promote the role of the agency head. The agency head is responsible for directing, reviewing, implementing, and assigning specific targets to each agency.

Third is the policy to encourage use: 50% reduction in online application processing time, free service and support for delivery costs. Nearly 10% of procedures are resolved within the day.

Fourth is to inherit existing digital data. The city's Digital Data Warehouse system allows the use of existing data to replace paper documents, helping people avoid repeated submissions.

The fifth is to diversify the channels for submitting documents. The post office "DVC Agent" model, the Community Digital Technology Team, and the "Close to People Festival" activities on weekends directly support people in residential areas.

Sixth is 24/7 monitoring and operation: The Intelligent Operation Center (IOC) monitors the entire application processing process, provides early warning of late applications, and receives feedback within 4 hours. The technical team is on duty 24/7 to guide people in using digital services.

Factors of success

The future development direction of Da Nang is to deploy proactive public administration - from passive to proactive, from manual to automated. Specifically, proactively providing services according to life events, not waiting for people to request; transforming the administrative procedure settlement model from a physical "one-stop shop" to a digital "one-stop shop" that is interconnected, regardless of administrative boundaries.

At the same time, big data and artificial intelligence are applied to forecast demand, optimally allocate resources; proactively notify document renewals, and provide timely support to people via SMS, email, and the DanangSmartCity application.

According to experts, the decisive factor for Da Nang's success is the strong commitment from the city's leaders, demonstrated by making clear policy decisions, assigning specific targets to each unit and regularly checking and monitoring implementation progress.

In addition, there is a modern technology platform. EMC system, digital data warehouse, DVC platform, DanangSmartCity mobile application, IOC Center to monitor the whole city.

In addition, the active participation of people and businesses is the foundation for the success of this model. The city has a policy to encourage people - reducing processing time, free services, and supporting direct use. Thanks to that, 30% of documents are delivered to homes by post, nearly 10% are resolved within the day, demonstrating the practical effectiveness of digital government.

Towards 100% online procedures throughout the process

Despite achieving many remarkable results, Da Nang leaders said the city is still in the initial stage of achieving results and needs to implement new solutions more thoroughly, especially effectively applying digital technology in the current context.

In the coming period, Da Nang's goal is to: Aim for 100% of administrative procedures to be carried out online, minimizing paper documents; improve the satisfaction of people and businesses through proactive, effective and friendly services; promote cooperation with other ministries, branches and localities to share experiences, promote comprehensive and synchronous digital transformation nationwide./.

According to Vietnam Science and Technology Magazine

Source: https://mst.gov.vn/da-nang-hinh-mau-tien-phong-trong-chuyen-doi-so-dich-vu-hanh-chinh-cong-19725110919512806.htm