Towards a breakthrough in providing full-process online public services.

Người dân khi đến các đại lý dịch vụ công trực tuyến sẽ được nhân viên hỗ trợ tận tâm, hướng dẫn chi tiết từng bước thực hiện nhiều thủ tục hành chính. (Nguồn: Cổng TTĐT Hà Nội)

The overall objective of the Plan is to ensure quality, convenience, transparency, efficiency, and cost savings for citizens and businesses when using online public services through the national single-window system. (Source: Hanoi Electronic Information Portal)

The government aims to complete the restructuring of 100% of administrative procedures and deploy online public services at the provincial and commune levels using a centralized, integrated model on the National Public Service Portal, ensuring uniformity, ease of implementation, and cost and time savings for citizens and businesses.

The Government Office , in coordination with the Ministry of Science and Technology and the Ministry of Home Affairs, will apply artificial intelligence in providing online public services on the National Public Service Portal, and organize guidance on its implementation on information systems for handling administrative procedures at the ministerial and provincial levels, as well as at provincial and commune-level public administrative service centers. This will be completed before November 30th.

Ministries, departments, and localities shall review and complete the full implementation of information security plans according to the approved levels for 100% of currently operating information systems. The completion deadline is December 2025.

The specific goals by 2025 are to maintain and provide effectively and efficiently the 25 fully integrated online public services on the National Public Service Portal; to provide 982 online public services with an average of at least 1,000 applications per service per year per province; and to ensure 100% electronic results and the reusability of information and data (except for specific, infrequently occurring administrative procedures).

Providing full-process online public services for 82 groups of administrative procedures according to Decisions No. 06/QD-TTg, 422/QD-TTg, and 206/QD-TTg of the Prime Minister, as well as priority administrative procedures. Simultaneously, completing the restructuring of 100% of administrative procedure processes and deploying full-process online public services at the provincial and commune levels using a centralized, integrated model on the National Public Service Portal, ensuring uniformity, ease of implementation, and cost and time savings for citizens and businesses.

Online public services must meet at least four key criteria: They must have interactive electronic forms that automatically fill in information from available data in national, ministerial, and local databases. The average time from login to successful online submission of applications must be less than 8 minutes. The processing time for online applications by civil servants and officials must be shortened by at least 20% compared to in-person submissions. The satisfaction rate of citizens and businesses must reach at least 90%.

By 2026, the goal is to continue providing online public services, either fully or partially, for all eligible administrative procedures, ensuring nationwide consistency and uniformity. Online public services will continue to be evaluated according to the four criteria mentioned, with higher requirements: successful online application submission time under 5 minutes; application processing time reduced by at least 30% compared to in-person submission; and a satisfaction rate of at least 95%.

To achieve the Plan's objectives, one of the key tasks is to review and improve the institutional framework and mechanisms for implementing online public services comprehensively. Ministries and agencies will coordinate with the Ministry of Justice and the Government Office to amend legal documents to recognize the legal validity of electronic documents, aiming for a single document to amend multiple documents, to be completed by September 2025.

In addition, ministries, sectors, and localities will develop plans to provide online public services and public utilities in accordance with Decree No. 137/2024/ND-CP, to be completed by December 2025. Simultaneously, they will review internal processes to comply with the Law on Electronic Transactions; use electronic documents instead of paper copies, and reduce the number of required documents once data is digitized. The deadline for completion is September 2025.

The Ministry of Public Security will coordinate with relevant units to develop mandatory regulations on data connectivity and sharing between agencies within the political system, clearly defining data categories, technical standards, and the responsibilities of each agency. Simultaneously, it will submit to the Government a decree on the responsibility for building a shared database to serve digital transformation and online public services. This task is to be completed before August 2025.

Ministries, sectors, and localities must complete and effectively utilize national and shared databases to automatically fill out forms, reduce paperwork, and eliminate the need to resubmit existing data. Simultaneously, they must ensure timely connection to the National Data Center and synchronization with the National Public Service Portal. The deadline is December 2025.

In addition, localities are accelerating the digitization of administrative procedure records and results from the moment of receipt, ensuring that 100% of new records are digitized and that all valid results are digitized by 2025.

The ministries in charge, in coordination with relevant agencies, will implement the provision of online public services at the commune level using a centralized, integrated model on the National Public Service Portal. Commune-level services must be completed before August 15th, and provincial-level services within 2025.

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