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- INTERNATIONAL CONFERENCE FOR YOUNG RESEARCHERS IN ECONOMICS & BUSINESS 2020
ICYREB 2020
THE ONLINE PUBLIC SERVICES IN ADMINISTRATIVE
PROCEDURE REFORM IN DA NANG CITY
DỊCH VỤ CÔNG TRỰC TUYẾN TRONG CẢI CÁCH THỦ TỤC
HÀNH CHÍNH TẠI THÀNH PHỐ ĐÀ NẴNG
Do Thi Hang Nga
University of Economics – The University of Da Nang
ngadth@due.edu.vn; hangngadn@gmail.com
Abstract
With the aim of accelerating the application of information technology, towards building
a modern e-government in order to contribute to improving the performance of state agencies
and implementing reform of administrative procedures, in recent years, Da Nang government
has implemented many ways to innovate. In particular, the provision of online public services
has actually brought the performance efficiency of city government and improved the level of
satisfaction and confidence of people and enterprises towards state agencies. However, in order
to further improve the quality of service for organizations and citizens, contribute to improving
the business environment and national competitiveness in Da Nang city, in the coming time, the
city needs to promote the use of online public services in administrative procedure reform. This
paper will research on online public services in administrative procedure reform, and at the same
time, propose a number of solutions to further improve the quality and efficiency of using online
public services in Da Nang city.
Keywords: administrative reform, administrative procedure reform, online public services,
e-government, Da Nang City.
Tóm tắt
Với mục tiêu đẩy mạnh ứng dụng công nghệ thông tin, hướng tới xây dựng chính quyền
điện tử hiện đại nhằm góp phần nâng cao hiệu quả hoạt động của cơ quan nhà nước và thực
hiện cải cách thủ tục hành chính, trong thời gian qua chính quyền thành phố Đà Nẵng đã triển
khai nhiều phương thức để đổi mới. Trong đó, việc cung ứng dịch vụ công trực tuyến thực sự đã
mang lại hiệu quả hoạt động của chính quyền thành phố và cải thiện mức độ hài lòng, niềm tin
của người dân, doanh nghiệp đối với cơ quan nhà nước. Tuy nhiên để nâng cao hơn nữa chất
lượng phục vụ tổ chức, công dân, góp phần cải thiện môi trường kinh doanh, nâng cao năng lực
cạnh tranh quốc gia trên địa bàn thành phố Đà Nẵng thì trong thời gian tới thành phố cần phải
đẩy mạnh việc sử dụng dịch vụ công trực tuyến trong cải cách thủ tục hành chính. Bài viết đi vào
nghiên cứu về dịch vụ công trực tuyến trong cải cách thủ tục hành chính, đồng thời đề xuất 1 số
giải pháp nhằm nâng cao hơn nữa chất lượng, hiệu quả sử dụng dịch vụ công trực tuyến tại
thành phố Đà Nẵng.
Từ khóa: cải cách hành chính, cải cách thủ tục hành chính, dịch vụ công trực tuyến, chính
phủ điện tử, thành phố Đà Nẵng.
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1. Introduction
Administrative reform is an objective requirement of all administrations and any country
in the world. For our country, administrative reform is an urgent requirement and is one of the
strategic tasks in the renovation process that is especially interested in by the Party and State to
build a democratic, transparent, professional, strong administration, step by step to be modern.
With the aim of simple, open and transparent administrative procedures to meet the re-
quirements of socio-economic development, the Government issued Resolution No. 38/CP on
May 4, 1994 on the step of administrative procedures in resolving affairs of citizens and organi-
zations, opening up the implementation of simplified administrative procedures, it has created a
great breakthrough in activities to improve the management efficiency of State agencies in all
fields, a clear change in the building and perfecting of State institutions.
Da Nang is a big city directly under the Central Government. Since the implementation of
the Politburo’s Resolution No. 33-NQ/TW (Session IX) on building and developing Da Nang
city in the period of industrialization and modernization, Da Nang has made a spectacular break-
through in administrative procedure reform. As a result, Da Nang is one of the leading localities
in building an e-Government in Vietnam. On July 22, 2014, the People’s Committee of Da Nang
city put into use the e-government: Information systems of the city includes: Information & Com-
munication Technology infrastructure system; system of applications; policies on Information &
Communication Technology and Information & Communication Technology human resources
in Danang.
The city government has implemented many new ways to innovate and reform the modes
of public administrative service delivery, contributing to improving the efficiency of the city gov-
ernment’s operations and improving the level of satisfaction and confidence of the citizens, en-
terprises for State agencies. One of the most effective innovations in the reform of administrative
procedures is that the city has officially put into use the online public service portal; this is the
next step in the effort to improve the quality of service for the organization, citizens. Online
public services are one of the important metrics in e-government development when people are
the center and the object of service of state agencies.
The city has always determined that providing public services to organizations and citizens
is one of the priority and important tasks; especially serving administrative reform, improving
the business environment
2. Literature review
2.1. Concepts of e-government, online public services in administrative procedure reform
- E-government and the role of e-government
E-government is a government that Information & Communication Technology is applied
to reform the organization, operating rules, to strengthen the capacity of the government, to make
the government work more effectively, efficiently and transparently, and provide information
better for people, businesses, organizations and create favorable conditions for people to exercise
their democratic rights and participate in state management. In short, e-government is a modern,
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innovative, for the people, operates more effectively and effectively, providing better services on
the basis of applications of Information & Communication Technology.
According to the definition of the World Bank “The E-government is the systematic use of
an Information & Communication Technology system by government agencies to carry out re-
lationships with citizens, businesses and social organizations. As a result, the transactions of gov-
ernment agencies with citizens and organizations will be improved. The benefits will be to reduce
corruption, increase openness and convenience, contribute to growth and reduce costs”. Thus,
the e-government is the application of Information & Communication Technology, the provision
of public services to the people and businesses, and the creation of transparency.
When referring to e-government, it is about government activities with the following char-
acteristics: firstly, closing the gap between the government and the people, bring the government
closer to the people and bring the people closer to the government; secondly, cleaning up the
Government’s activities, fight corruption, bureaucracy, and monopoly; thirdly, increasing the ef-
fectiveness and efficiency of the government’s operations in management, administration and
serve to the people, implement administrative reform and improve the quality of public services.
The benefit of e-government is to satisfy all the needs of citizens by improving the opera-
tional quality of central and local government apparatus. E-government brings convenience, pro-
vides effectively and promptly public services to people and businesses. For citizens and
businesses, e-government is about simplifying procedures and increasing the efficiency of work
processing. The e-government will assist in strengthening relations between agencies within the
state administrative apparatus to ensure that decisions are made accurately and promptly. There
are four types of e-government transactions: G2C - Government provides information and serv-
ices to the people; G2B - Government provides information and services to businesses; G2G -
Provide information and related services among Government agencies; G2E - The Government
provides information and services to officials, public servants and public employees
- Online public services in administrative procedure reform
Online public services:
Online public services are public administrative services and other services provided by
state agencies to organizations and individuals in the network environment.
Under the guidance of the Ministry of Information and Communications in Circular No.
26/2009/TT-BTTTT dated July 31, 2009 on providing for the provision of information and as-
surance of convenient access to websites of state agencies, the online public service program is
deployed in 4 levels:
+ The Online public service at level 1: A service that ensures full provision of information
about processes and procedures; documents; duration; fees and charges for service performance.
+ The Online public service at level 2: An online public services at level 1 and allows users
to download document forms and declarations to complete their profiles on demand. The docu-
ments after having completed are sent directly or by post to service-providing agencies or organ-
izations
+ The Online public service at level 3: An online public services at level 2 and allows users
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to fill out and submit online forms to the agency or organization providing the service. Transac-
tions in the process of processing records and providing services are done on the network envi-
ronment. Payment of fees (if any) and receiving results are done directly at the service-providing
agency or organization.
+ The Online public service at level 4: an online public services at level 4 and to allow user
to pay for online fees (if any). The return of results can be made online, sent in person or by mail
to the user.
Administrative Procedure Reform:
In Clause 1, Article 3, Decree 63/2010/ND-CP on the control of administrative procedures,
it has stipulated: “Administrative procedures are the order, the way of implementation, the doc-
ument requirements and conditions due to the State agencies, authorized persons to deal with a
specific job related to individuals and organizations”.
Administrative procedure reform is a process to overcome the limitations of the current
system of procedures in the direction of simplification, transparency, and publicity, creating a
fundamental change in public settlement relations between state administrative agencies and or-
ganizations and citizens.
Administrative procedure reform is a necessary condition to strengthen and consolidate
the relationship between the State and the people, and enhance the people’s participation in State
management. Administrative procedure reform is considered a breakthrough in the state admin-
istrative reform and is one of the six important contents of the administrative reform to build a
developed and e-Government oriented administration.
2.2. Situation of using online public services in administrative procedure reform in Da Nang
Administrative procedure reform has always been identified by the City as an important
“key” that determines the success of local programs and goals, as well as strongly attracting in-
vestment resources from outside. Therefore, the administrative procedures reform requires the
renovation and modernization of the operating mode of the government apparatus in settling ad-
ministrative procedures for citizens and enterprises. Administrative modernization, building an
advanced public service platform on the online public administrative service platform is an urgent
need to bring practical benefits to citizens and businesses. This helps to reduce costs, time and
composition of documents when handling administrative procedures.
With an effort to improve the quality of administrative procedures settlement for people
and enterprises, in 2001, Da Nang was the locality that soon implemented the One-Stop-Shop
mechanism before the Prime Minister issued Decision No. 181/2003/QD -TTg on regulating the
implementation of this mechanism nationwide. The one-stop-shop mechanism creates trans-
parency and limits direct contact between people, enterprises and administrative file officer. This
mechanism has created a positive change in the working style of cadres and civil servants in re-
ceiving and settling administrative procedures for organizations and citizens; from there, saving
costs for the State and society, speeding up the process of implementing administrative transac-
tions.
The most important is to consolidate the belief of citizens and organizations in dynamic
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and innovative city government for the people to serve. However, the One-Stop-Shop mechanism
still reveals many shortcomings. There are procedures that involve many administrative agencies
that make people and enterprises take a lot of time to perform administrative transactions.
In 2010, Da Nang started to pilot an electronic One-Stop-Shop model in Thanh Khe district
and then replicated this model to all districts, becoming one of the first three localities in the
country to implement the electronic One-Stop-Shop model.
This is the model of receiving and settling administrative procedures according to the One-
Stop-Shop mechanism with modern electronic equipment system, centralized electronic One-
Stop-Shop software system connecting all 3 levels of government in handling documents for
citizens, the organization has formed a database system sharing the same scale and method. Up
to now, 100% of documents are received by One-Stop-Shop mechanism in the city with printed
receipts and transferred for processing and settlement on a single centralized system. The cen-
tralized One-Stop-Shop system also allows electronic communication (for example, sending elec-
tronic documents from the People’s Committees of wards and communes to the People’s
Committees of districts) across the city.
- Situation of Implementation of online public services in the city
Da Nang Public Service Information Center (formerly known as Information Technology
and Communication Center established under Decision No. 3316/2011 of the City People’s Com-
mittee, then renamed under Decision No. 3551/QD-UBND dated June 2, 2014) is the city’s focal
point in providing, answering and guiding information for organizations, citizens and communi-
ties (through electronic channels).
With the aim of promoting the application of IT, towards building an e-government to con-
tribute to improving the performance of state agencies and implementing administrative procedure
reform, in recent years, with the efforts building and implementing the Da Nang City Public Serv-
ice Portal system of Department of Information and Communications of the city, Da Nang Public
Service Portal was officially put into use from October 2, 2019, at the address
https://dichvucong.danang.gov.vn. The public service portal ensures the following functions:
- Providing unified and unique online public services across the city, creating an environ-
ment for citizens and enterprises to access information and submit registration documents to re-
solve administrative procedures anytime, anywhere.
- Creating an interconnected environment for handling administrative procedures through
the ability to connect and integrate the unit’s internal administrative procedure processing with
online payment services and SMS.
- Establishing a database of documents of citizens and enterprises as a basis for verifying
electronic documents for citizens and enterprises, creating a premise to minimize required doc-
ument when handling administrative procedures.
- Making public and transparent the process of receiving, processing, and returning docu-
ments to citizens and enterprises, ensuring the supervision of citizens and enterprises on the whole
administrative procedure handling process for cadres and civil servants on duty.
The ability to provide and use services in the city was recorded increasing. In 2018, 44%
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of public services were digitized and in the first 9 months of 2019, it increased to 51%, with the
addition of 280 new online public services is the city’s effort to improve the quality of services
for organizations and citizens.
In recent years, many departments have advised the City People’s Committee to issue a
new set of administrative procedures, in which standardized administrative procedures and added
many new administrative procedures. Therefore, in August 2020, the Department of Information
and Communication has built 256 new online public services for new administrative procedures,
including the following agencies: Department of Natural Resources and Environment (36 online
public services), Department of Agriculture and Rural Development (107 online public services),
Department of Culture and Sports (99 online public services), City Public Security (14 online
public services).
By the end of August of 2020, the city’s online public service portal has 1,589 online public
services (1577 online public services of departments, agencies, branches, districts, wards, com-
munes and 12 online public services of central agencies located in the city), an increase of 144
online public services at departments and agencies compared to July 2020. Rate of payment serv-
ice is 96% (1,589/1,658). In which:
- Wards and communes have 101 online public services/101 administrative procedures,
reaching 100% online;
- Districts have 184 online public services/184 administrative procedures, reaching 100%
online;
- Department, agencies, branches have 1.292 online public services /1. administrative
procedures, reaching 95% online;
- Central agencies located in the city: Online deployment for 24 administrative procedures
according to the needs of the city public Security and 02 administrative procedures for supplying
electricity to Enterprises of Da Nang Power One Member Limited Company; and built 14
additional online public services in the field.
Particularly, the online public services at level 4 has deployed 678 services (online sub-
mitting application, paying fees online and receive results online); reaching 40.1% of the total
number of administrative procedures of the city (higher than the central regulation of 30% by
the end of 2020).
Regarding the efficiency of using online public services, in August 2020, the COVID-9
epidemic still happened complicatedly in Da Nang, the City’s service portal was maintained for
stable operation to serve the people with the rate of online submission of nearly 60% of the total
number of documents arising (3077/5201 of total documents).
Along with the centralized One-Stop-Shop software implementation, the City People’s
Committee has issued regulations on the verification and use of electronic records of citizens and
civil servants in performing administrative transactions with state agencies.
Accordingly, citizens only submit documents about identity to perform administrative pro-
cedures once in the first transaction. In the following transactions, state agencies will access and
use information and data previously stored in the database of the whole city.
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The building of customer electronic document system is a step forward in the
administrative procedure reform, reducing papers for citizens, civil servants, and reducing
processing time of civil servants at the Division of Receiving and returning results as well as
specialist departments. In addition, the introduction of electronic customer profiles is also a
premise for further promoting the application of online public services at levels 3 and 4 when
the public service subscriber has been authenticated and account level on the system.
- The Situation on integration with Central systems
In implementing Decision No. 411/QD-TTg dated March 24, 2020 of the Prime Minister
on approving the list of integrated public services provided on the National Public Service Portal,
the City Department of Information and Communications has requested the Department of ad-
ministrative procedure Control - The Government Office to prioritize the public support of 52
city public services on the National Public Service Portal (Official Letter No. 2150/STTTT-IT
dated August 7, 2020). Up to now, the city has integrated 52/52 public services on the National
Public Service Portal. Department of Information and Communication organized to update 522
new administrative procedures data, standardized on the national database and on September 14,
2020, Official Letter 2470/STTTT-IT sent to the Department of administrative procedure Control
- The Government Office to continue to integrate the online public services of these 522 admin-
istrative procedures into the National Public Service Portal.
The city has also completed the integration of online payment function of the National
Public Service Portal for the Danang Online Public Service Portal.
In summary, the deployment of online public services in Da Nang is considered to be
quite effective and has contributed to Da Nang to be the leading locality in the group of provinces
and cities in e-government implementation and especially the results of 11 consecutive years
(2009-2019), Da Nang leads the Vietnam ICT Index of provinces and cities directly under the
Central Government evaluated, announced, awarded each year by the Ministry of Information
and Communications and the Vietnam Information Technology Association.
The city has also completed the integration of the online payment function of the National
Public Service Portal with the Danang Online Public Service Portal.
In summary, the deployment of online public services in Da Nang is considered to be quite
effective, helping people to save time and money, making the operations of state agencies trans-
parent and efficient, contribute to anti-corruption, comprehensive administrative reform. Thanks
to that, Da Nang has always led the group of provinces and cities in the implementation of e-
government and especially, it is the result for 11 consecutive years (2009-2019), Da Nang has
led the ranking of the readiness index for development. Development and application of Infor-
mation & Communication Technology (Vietnam ICT Index) in provinces and municipalities as-
sessed, announced and awarded annually by the Ministry of Information and Communications
and the Vietnam Informatics Association.
However, in addition to these achievements, the online provision of public services has
not yet met the requirements of organizations and citizens. Many agencies and localities do not
comply, seriously deploy solutions to provide online public services and have a low rate of ap-
plication; many procedures have too cumbersome documents, which make it difficult to deploy
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and use online public services. In addition, the database is still scattered in each unit, has not
been shared, decentralized to exploit appropriately to provide online public services effectively.
2.3. Some solutions to promote the use of online public services in Da Nang city.
Implementation of online public services in the city in recent years has been agreed and
appreciated by people and enterprises, it facilitate and reduce travel time. The extent and scope
of using online public services at a high level are being expanded, with the rate of profile arising
online public services, the number of transaction records increasing, meeting the target of im-
provement of administrative procedures according to regulations. In order to realize the goal of
modernizing the administration and building a modern e-government system, in the coming time,
the city needs to implement solutions to further improve the quality and efficiency of online
public services, contributing to improve the city’s administrative reform index.
Firstly, State agencies should increase communication and effectively promote their online
public services so that people and enterprises have a better understanding of the benefits from
using online public services, focus on renewing the propaganda content and form suitable to each
beneficiary. The implementation of online public service propaganda must be done synchronously
according to a propaganda program on administrative reform in general. About the propaganda
content: deploying to develop service introduction materials, highlighting the benefits of the peo-
ple and enterprises; The guidance documents should be in the form of instructional illustrations,
specific instruction videos on online public services posted on the website ...
Secondly, implementing well the propaganda and dissemination and guide for citizens and
enterprise to access the system in the most favorable way, it is necessary to renovate and diversify
forms of propaganda: combining residential group activities with online public service propa-
ganda to each residential group in residential group meetings; Propaganda on social networks
such as Facebook, Zalo ... In the one-stop-shop departments of the districts, it is necessary to
provide screens to introduce public services, incentive policies for the people to wait for the pro-
cedures. Administrators can view and know about online public services.
Thirdly: Suggesting citizens and enterprises to raise awareness and actively participate in
online public services, considering this is the service that brings practical benefits to them in
order to reduce time, costs and procedures in handling administrative procedure, contributing to
the reform of administrative procedures with the authorities at all levels. Changing the habits of
citizens in using public services through the Public Administration Center, to provide citizens
and businesses with online information, gradually abandon the old method of contacting with
the government agency.
Fourthly: Central agencies in Da Nang; departments; District People’s Committee; Com-
mune People’s Committees regularly train and guide the staff in charge of handling administrative
documents at all levels. The Office of the City People’s Committee is responsible for operating
the Online Public Service Portal to ensure 24/24 uninterrupted operation for people and enterprise
to perform online transactions related to administrative procedures.
Fifthly: The Supervision Committee of Public Service Portal strengthens the inspection
and supervision of the implementation at departments, branches and localities, timely solve tech-
nical problems as well as professional processes, interconnected solutions, coordination, seriously
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receive comments from agencies and units to constantly improve the system, ensure the system
operating safely, securely, continuously and smoothly
3. Conclusion
The implementation of online public services by the government of Da Nang city has
brought many positive results, contributing to Da Nang to be the leading locality in the group of
provinces and cities in e-government implementation. Da Nang is also a highly appreciated lo-
cality in the application of online public services in administrative procedure reform, and is sat-
isfied by the people and enterprises. However, in addition to the achievements, Da Nang also
needs to be more active, there is a more drastic change in the use of online public services to
concretize and implement the policy of electronic government building set out by the Da Nang
City Party Congress Resolution, term 2015-2020
REFERENCES
1.National Academy of Public Administration (2009), Administrative Procedures Curricu-
lum (used for training in University of Administration. Science and Technics Publishing House,
Ha Noi.
2. Decree No. 63/2010/ND-CP on control of administrative procedures
3. Decree No. 43/2011/ND-CP of the Government on provision of online information and
public services on website or web portals of state agencies
4. Nguyen Van Minh (Chief editor) (2018), E-Government Curriculum, Statistical publish-
ing house.
5. Nguyen Quynh Nga (2020), “Building e-government and smart city in the context of the
Fourth Industrial Revolution from practice in Hanoi City”, State Organization Magazine, 4/2020
6. People’s Committee of Da Nang City, Department of Information and Communication,
Report on the deployment of online enhancement of public services in August 2020.
7. People’s Committee of Da Nang city (2019), Preliminary report on 5-year implementa-
tion of Resolution No. 36-NQ/TW, dated July 1, 2014 of the Politburo (Session XI) on boosting
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8. Website of Da Nang City electronic government information system:
https://egov.danang.gov.vn/
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