Full-service public delivery: Improving the quality of service for citizens and businesses.

Members of Parliament vote on the Law on Digital Transformation.

According to Article 32, full-process online public services are the default principle when providing administrative procedures by state agencies. Only in cases where the law stipulates otherwise or a technical problem cannot be immediately resolved, may an agency provide services in a partial online format.

The regulation that "the entire process is the default" signifies a complete shift from a paper-based administrative model to a data-driven one. Citizens and businesses only need to complete procedures through a single channel, the National Public Service Portal or the National Identification Application, without having to resubmit documents and information already available in the State's database.

This process also reflects the principle of "declaration once is the default" as stated in the Law, aiming to reduce duplication, save time and costs for citizens, and improve the efficiency of state agencies' management.

The Law on Digital Transformation clearly stipulates the responsibilities of state agencies in guiding and supporting citizens when using online public services; and publicly disclosing the process, processing time, and results of administrative procedures.

A notable new point is the regulation on disciplinary action against officials and civil servants who request citizens to submit additional documents in cases where the information system has already connected to and accessed data from the national or specialized databases.

Minister of Science and Technology Nguyen Manh Hung presented the Law on Digital Transformation at the National Assembly session on December 11.

The law also emphasizes the requirement to assess the quality of online public services based on user surveys, actual measurement results, and independent evaluations. Publicizing evaluation results contributes to increased transparency, encourages agencies to improve service quality, and ensures better service for citizens.

In the new Law on Digital Transformation passed by the National Assembly, regulations on online public services are closely linked to the requirement of building a digital government that operates comprehensively in a digital environment. Accordingly, state agencies must carry out all internal management, direction, operation, supervision, and inspection activities on digital platforms, except in special cases as otherwise stipulated by law.

All management, operational, and decision-making activities will be based on complete, accurate, and timely digital data. Business processes must be reviewed, standardized, and restructured before digitization to ensure efficiency, increased automation, and to eliminate the need for individuals and organizations to re-provide already valid information.

This marks a fundamental shift in the operating model of the administrative apparatus, moving entirely towards data-driven decision-making, contributing to improved public administration capacity and service efficiency.

To ensure the effective implementation of full-process online public services, the Law requires a unified technical platform from the central to local levels, the use of open interconnected systems, and the assurance of data integration and interoperability between agencies.

Furthermore, ensuring cybersecurity, protecting personal data, and upholding user privacy are paramount principles. The law encourages the adoption of advanced technologies to enhance security levels while strengthening accountability in all technology-based decisions, thereby reinforcing public trust.

Public trust is a decisive factor in the success of digital transformation. When online public services become convenient, secure, and reliable, citizens will actively participate, thereby forming an efficient digital society.

The inclusion of the "full-process online public service" provision in the Law on Digital Transformation clearly demonstrates the State's determination to build a digital government that serves citizens and businesses. This is not just a procedural reform, but a fundamental change in management thinking and the way public services are provided.

Comment (0)