At the seminar “Evaluating 63 Provincial Public Service Portals from the User’s Perspective in 2024” on August 21, Mr. Nguyen Minh Hong - Chairman of the Vietnam Digital Communications Association, said that in the context of the strong development of the digital government, online public service portals (DVCTT) play a key role, connecting the State with people and businesses. Evaluating the DVC portals from the user’s perspective is extremely important to ensure that digital transformation meets the needs and expectations of the people.

According to the assessment results of 63 public service portals in 2024, localities have made some improvements in providing public service compared to the review results in 2023. Many public service portals achieved the 'good' level in the two criteria "Providing support information" and "Ease of use of search tools".

Mr. Nguyen Minh Hong - Chairman of Vietnam Digital Communications Association.

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

"In general, the public service portals have not met the needs of users and have not achieved the ultimate goal of creating convenience when performing administrative procedures. Many users of the public service portals are still unable to complete the procedures themselves and must 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 team evaluating 63 Public Service portals in 2024.

According to the research results, up to 60 DVC portals have not met the criteria for personal data protection and privacy; 39 DVC portals have not met the criteria for accessibility for people with disabilities. Most DVC portals only meet the average level of compatibility with both computers and smartphones.

"One of the root causes of the shortcomings and difficulties is that administrative processes and procedures are still complicated and have not been fully digitized. Public services are still posted on the public service portal according to paper-based and direct processes and procedures, instead of digitally and indirectly...", Mr. Lam stated.

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

The capacity of cadres, civil servants and public employees in deploying and providing public services needs to be improved, along with communication work to raise people's awareness of the convenience of public service portals and public services.

"The most important thing is to transform the mindset about the digital environment, focusing on building policies and implementing public services from a digital governance perspective. In particular, focusing on promoting natural interactions in the digital environment between public service providers and users.

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

Minh Thu