Administrative procedures and processes on 63 public service portals are still complicated.

DNVN - The results of the 2024 assessment of 63 public service portals show that these portals have not yet met user needs, mainly due to the complexity of the original administrative processes and the lack of complete digitization.

At the thematic seminar "Evaluating 63 Provincial-Level Public Service Portals from a User Perspective in 2024" on August 21st, Mr. Nguyen Minh Hong - Chairman of the Vietnam Digital Communication Association, stated that in the context of the rapidly developing digital government , online public service portals play a crucial role in connecting the State with citizens and businesses. Evaluating these portals from a user perspective is extremely important to ensure that digital transformation meets the needs and expectations of the people.

According to the 2024 assessment of 63 online public service portals, localities have shown some improvement in providing online public services compared to the 2023 review. Many online public service portals achieved a 'good' rating in two criteria: "Providing supporting information" and "Ease of use of search tools".

Mr. Nguyen Minh Hong - Chairman of the Vietnam Digital Communication Association.

However, all 63 public service portals have some inconveniences for users, whether they are civil servants or citizens, especially those in remote areas, islands, and people with disabilities. All provinces and cities need to invest in improving the public service portals in many aspects to increase convenience, user-friendliness, accessibility, and meet the needs of all users.

"Overall, the public service portals have not met the needs of users and have not achieved the ultimate goal of creating convenience when carrying out administrative procedures. Many users of the public service portals are still unable to complete procedures themselves and have to rely on direct guidance or assistance from civil servants," said Mr. Nguyen Duc Lam, representative of the research team.

Mr. Nguyen Duc Lam - representative of the research group evaluating 63 public service portals in 2024.

According to the study results, 60 online public service portals failed to meet the criteria for personal data protection and privacy; 39 online public service portals failed to meet the criteria for accessibility for people with disabilities. Most online public service portals only achieved an average level of compatibility with both computers and smartphones.

"One of the root causes of the shortcomings and obstacles is that administrative processes and procedures are still complex and not fully digitized. Online public services are still being uploaded to the public service portal using paper-based and in-person procedures, instead of digitized and indirect methods," Mr. Lam stated.

To improve the provision of online public services, the research team recommends that provinces and cities review and fix technical errors on the public service portal, ensuring effectiveness, substance, and transparency of information to enhance convenience, accessibility, and user-friendliness.

The capacity of officials and public employees in deploying and providing online public services needs to be enhanced, along with communication efforts to raise public awareness of the convenience of the public service portal and online public services.

"The most important thing is to shift the mindset regarding the digital environment, focusing on building policies and implementing online public services from a digital governance perspective. This includes emphasizing the promotion of natural interaction in the digital environment between providers and users of online public services."

"The application of digital technology and data connectivity needs to be implemented flexibly to remove administrative barriers, while ensuring that data is shared and connected effectively," recommended Mr. Nguyen Quang Dong, Director of the Institute for Policy and Development Studies (IPS).

Minh Thu

Source: https://doanhnghiepvn.vn/chuyen-doi-so/xa-hoi-so/quy-trinh-thu-tuc-hanh-chinh-บน-63-cong-dich-vu-cong-con-phuc-tap/20240821104042914