Hanoi’s e-government effort: A step toward greater public satisfaction

Nguyen Ngoc Minh, a resident from Dai Kim Ward, Hoang Mai District, expressed his satisfaction with the administrative procedures he conducted at the "one-stop-shop" department in the locality, where civil servants efficiently help correct inaccuracies in his application online.

“The process has been smooth and quick, and I am very happy with the result,” he added.

A public servant helps citizens use online public services. Photos: Quang Thai/The Hanoi Times

Another resident, Nguyen Hoai Nam of Trung Tu Ward, praised the swift results of his marriage registration process, saying it took him “less than two days to get the certificate.”

“Given the ease of handling basic administrative procedures remotely, we do not have to go to the government offices as many times as before,” he continued.

Le Duc Thanh from a logistics company in Hanoi, who regularly deals with customs procedures at the municipal Customs Department, highlighted the convenience of round-the-clock customs clearance and assistance, from customs officers.

“Such an approach has significantly reduced customs clearance time and facilitated import and export activities for businesses,” Thanh noted.

These positive changes are seen as the result of Hanoi’s efforts in consistently prioritizing investments in equipment and information technology infrastructure with a strategic focus on laying critical foundations for the development of e-government, digital government, and the transition toward a digital society and economy.

In particular, the city has outlined a comprehensive plan for administrative reform for the 2021-2025 period, with a primary emphasis on the continuous enhancement of administrative procedures, the elevation of people and organizations' satisfaction with government services, and the advancement of e-government and digital government initiatives.

To execute this plan, the Hanoi People's Committee has established a special Working Group responsible for improving the city’s score in the Public Administrative Reform Index (PAR INDEX) and the Satisfaction Index of Public Administration Services (SIPAS).

Locals engage in administrative works at Dai Mo Ward, Nam Tu Liem District. Photo: Pham Hung/The Hanoi Times

The city has also introduced 22 database lists and implemented a plan to comply with Government Decree No. 87/2020/ND-CP, dated July 28, 2020, which aims to establish the electronic civil status database and promote online civil status registration in Hanoi.

Other initiatives are in place for applying information technology in the operations of state agencies, developing digital government, and ensuring network information security in Hanoi. These include the Postal and Telecommunications Infrastructure Development Plan, designed to facilitate Hanoi's Digital Transformation Program until 2025, with a vision to 2030.

Notably, in the first quarter of 2023, Hanoi launched the City Administration and Document Management System and the City Reporting Information System.

The ongoing deployment of the online meeting system has reached 579 communes, wards, and towns. Furthermore, the city has prioritized the stable operation of the online communication system, the official email system, and the operation management system.

Several government agencies and units have taken proactive measures by installing touch-screen devices and information technology equipment in apartment buildings and residential communities to facilitate and support residents' access to online public services.

This initiative has been rolled out in various districts, including Long Bien, Cau Giay, Bac Tu Liem, Nam Tu Liem, Dong Da, Hoan Kiem, Thanh Xuan, Hoai Duc, Chuong My, and Dong Anh.

According to statistics from the Hanoi Department of Information and Communications, the capital currently offers 1,867 public services online.

The processing of administrative procedures is rigorously monitored and controlled, minimizing inconvenience and delays in administrative procedures. Across the city, 99.8% of documents are processed on time or even ahead of schedule. Furthermore, Hanoi has issued over 10,000 personal digital signatures to its residents.

In addition, Hanoi has also taken the lead as one of the first cities/provinces to ensure all prerequisites for successful integration with the national population database, making it easier to conduct administrative procedures.

A citizen applies for the online administrative procedures at Hoan Kiem District.

Pushing for digitalization

With the city's goal of finalizing its e-government platform by 2025 and aiming to establish itself as a leading national and regional player, Dau Anh Tuan, Deputy Secretary General of the Vietnam Chamber of Commerce and Industry (VCCI), emphasized Hanoi's impressive strides in enhancing the city's infrastructure, reducing time-related expenses, and improving the efficiency of business support services.

In addition, Hanoi has proactively introduced regulations to coordinate the implementation of administrative procedures in various fields such as planning and investment, natural resources and environment, justice, and taxation.

These efforts have streamlined workflow processes, enabling agencies and units to resolve administrative matters efficiently, shortening processing time, and decreasing the need for people and organizations to visit public offices.

“This shows the city’s strong effort in boosting public confidence and satisfaction,” Tuan said.

According to the Hanoi Department of Statistics, in the first nine months of 2023, the number of newly established enterprises in the city continued to grow, reaching a total of 22,900. All companies succeeded in submitting business registration documents online.

Regarding foreign direct investment (FDI) attraction, Hanoi remains among the top-performing localities in early 2023.

Chairman of the Hanoi People’s Committee Tran Sy Thanh emphasized the city's dedication to enhancing the business and investment environment, with a strong focus on planning, investment, land, and construction sectors.

“The city is actively implementing programs to connect banks with businesses, fostering startup ecosystems, and promoting innovation and creativity,” he said.

Thanh expected the city to continue pushing forward an extensive digital transformation in state management activities, further refining and expanding its digital infrastructure to provide online public administrative services promptly, accurately, and with minimal paperwork, thus reducing costs.

“At the heart of this initiative is the "digital government - digital citizen" model, aiming for substantial innovation to serve individuals and organizations while prioritizing their satisfaction as a critical measure in e-government development,” he said.