Full-process online public services enhance the efficiency of serving citizens and businesses.

The Law on Digital Transformation, recently passed by the National Assembly with 433 out of 442 participating deputies voting in favor, marks a turning point in the national digital transformation efforts. Among its key new provisions is the provision on full-process online public services, clearly demonstrating the government's people-centered approach and its goal of modernizing its operations.

Full-process online public services are the default principle when providing administrative procedures by state agencies.

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-based model. 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 "one-time declaration is the default" principle 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 also 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.

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 the evaluation results will help increase transparency, encourage agencies to improve service quality, and ensure better service for the people.

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 fully functioning digital government operating in a digital environment. Accordingly, state agencies must carry out all internal management, direction, operation, supervision, and inspection activities on a digital platform, except for 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 enhanced 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 also strengthening accountability in all technology-based decisions to improve user 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.

Center for Science and Technology Communication

Source: https://mst.gov.vn/dich-vu-cong-truc-tuyen-toan-trinh-nang-cao-hieu-qua-phuc-vu-nguoi-dan-va-doanh-nghiep-197251212135626269.htm