Regulations on receiving and resolving online requests from organizations and individuals in Vietnam from October 23, 2024

Regulations on receiving and resolving online requests from organizations and individuals in Vietnam from October 23, 2024 (Image from the Internet)

The Government of Vietnam has just issued Decree 137/2024/ND-CP on October 23, 2024, prescribing electronic transactions of state agencies and information systems serving electronic transactions in Vietnam.

Regulations on receiving and resolving online requests from organizations and individuals in Vietnam from October 23, 2024

Article 7 of Decree 137/2024/ND-CP stipulates the reception and resolution of online requests from organizations and individuals in Vietnam as follows:

- Responsibilities of state agencies in receiving and resolving online requests from organizations and individuals in Vietnam:

- Receive and resolve online requests from organizations and individuals in Vietnam unless other provisions of the law apply. In case of refusal to receive or resolve, a clear reason must be provided for the organizations or individuals to understand;

- Establish communication channels in the electronic environment and issue operational regulations to receive and resolve requests from organizations and individuals unless otherwise provided by law;

- Must notify the results of processing online requests from organizations and individuals in Vietnam through electronic means, communication channels, unless otherwise provided by law or requested by the organizations or individuals involved.

- Communication channels of state agencies in the electronic environment include the following:

- Information provision channels and online public service channels as prescribed by the Government of Vietnam regarding the provision of information and online public services by state agencies in the electronic environment;

- National Public Service Portal;

- Other communication channels as prescribed by relevant laws.

- Online public service channels and the National Public Service Portal must ensure connectivity and integration to use services via electronic identification accounts created by electronic identification and authentication systems.

The use of login accounts on communication channels of state agencies in the electronic environment is conducted according to related legal provisions.

Provision of online public services and administrative procedures in Vietnam from October 23, 2024

The provision of online public services and administrative procedures in Vietnam is regulated in Article 8 of Decree 137/2024/ND-CP as follows:

- Administrative procedures and public administration services that are prescribed or not prescribed to be implemented by electronic means will be implemented in accordance with the regulations of the Government of Vietnam on the execution of administrative procedures in the electronic environment and the regulations on providing information and online public services by state agencies on the digital network, unless another law precludes electronic execution.

- Public administrative services are provided fully online based on a review, restructuring of processes, meeting the quality requirements as prescribed by the Government of Vietnam for implementing administrative procedures in the electronic environment, implementing a single-window, one-stop-shop mechanism in resolving administrative procedures and providing information, online public services on the digital network.

- State agencies are responsible for resolving administrative procedures, providing complete online public services when conditions allow for entire end-to-end electronic implementation. If not implemented fully online, state agencies must notify the organizations or individuals involved.

- Administrative procedure dossiers and resolution results are digitized according to the Government of Vietnam regulations on executing administrative procedures in the electronic environment, implementing single-window, one-stop-shop mechanisms in resolving administrative procedures.

The results of administrative procedure resolutions for organizations or individuals are returned according to relevant legal provisions and simultaneously provided digitally in the Electronic Data Management Store for organizations or individuals, at the national identity application as per the demand of the organizations or individuals. In cases where administrative procedures are executed under agency authorization, electronic results are stored according to the agency authorization agreement.

In cases where results are returned in paper form, the competent authority converts the results into data messages as prescribed in Article 4 of Decree 137/2024/ND-CP and stores them in relevant information systems, databases as per management authority; the conversion results must be shared among state agencies and used as one component of dossier resolution for administrative procedures to facilitate organizations and individuals in executing other public services, administrative procedures.

- Public career services and public welfare services are reviewed, process-restructured to provide online public services for individuals and organizations on the National Public Service Portal, Ministry-level or provincial-level administrative procedure resolution information systems, and electronic portals of public service providers in accordance with the Government of Vietnam regulations on the execution of administrative procedures in the electronic environment, implementing single-window, one-stop-shop mechanisms in administrative procedure resolution and the provision of information, online public services on the digital network.

- Ministries, ministerial-level institutions, Government agencies, and provincial People's Committees review, enact, and organize the implementation of plans to provide online public career services and public welfare services within their scope of management.

- The Ministry of Information and Communications is responsible for maintaining, operating, upgrading, and ensuring information security for the digital Government service level monitoring and measurement system to monitor and measure the provision of online public services; inspecting and evaluating the implementation of interactive electronic forms of online public services and the data connection and sharing between state agencies providing online public services.

- The Government Office guides the review, process restructuring of procedures to aim at providing fully online public services; evaluates the service quality for individuals and organizations in executing administrative procedures and delivering public services of ministries and central authorities, provincial-level People's Committees; maintains, operates, upgrades, and ensures information security for the Evaluation index system for citizen and business service through the National Public Service Portal.

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