Nghị định 118/2025/NĐ-CP thực hiện thủ tục hành chính theo cơ chế một cửa, một cửa liên thông tại Bộ phận Một cửa và Cổng Dịch vụ công quốc gia

DECREE

INITIATION OF ADMINISTRATIVE PROCEDURES BY EMPLOYING SINGLE-WINDOW SYSTEM AND INTER-AGENCY SINGLE-WINDOW SYSTEM AT SINGLE-WINDOW SECTION AND NATIONAL PUBLIC SERVICE PORTAL 

Pursuant to the Law on Government Organization dated February 18, 2025;

Pursuant to the Law on Electronic Transactions dated June 22, 2023;

Pursuant to the 2025 Law on Organization of Local Government;

At the request of the Minister cum Chief of the Government’s Office;

The Government promulgates Decree on initiation of administrative procedures by employing single-window system and inter-agency single-window system at single-window section and national public service portal.

Chapter I

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Article 1. Scope

1. The Decree provides for initiation of administrative procedures by employing single-window system and inter-agency single-window system at ministerial-level Document Receipt and Response Divisions, provincial-level and commune-level public administrative service centers and national public service portal.

2. This Decree is not applicable to initiation of administrative procedures by employing national single-window system prescribed in the Law on Customs.

Article 2. Regulated entities

1. Authorities handling administrative procedures

a) Ministries, ministerial-level authorities; departments affiliated to ministries and ministerial-level authorities that have duties and powers to handle administrative procedures and get involved in handling of administrative procedures;

b) Provincial-level and commune-level People’s Committees; professional authorities affiliated to provincial-level and commune-level People’s Committees; management committees of industrial zones, export processing zones, economic zones and hi-tech parks that have duties and powers to handle administrative procedures;

2. Cadres, civil servants and public employees responsible for handling administrative procedures and working for the authorities specified in clause 1 of this Article.

3. Public postal service providers, providers of ancillary services under service contracts, employees working under employment contracts

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5. Organizations and individuals hired or authorized to initiate administrative procedures in accordance with laws.

6. Public service providers, state enterprises and other authorities and organizations are encouraged to apply this Decree to the handling of administrative procedures for organizations and individuals.

Article 3. Interpretation of terms

For the purposes of this Decree, the terms below shall be construed as follows:

1. Single-window system for handling administrative procedures refers to a method for receiving documentation, handling and notifying results of handling of administrative procedures, monitoring, supervising and assessing the handling of administrative procedures for organizations or individuals employed by a competent authority via a single-window section specified in clause 3 of this Article.

2. Inter-agency single-window system for handling administrative procedures refers to a method for building cooperation among competent authorities in receiving documentation, handling and notifying results of handling of a single administrative procedure or a set of related administrative procedures, monitoring, supervising and assessing the handling of administrative procedures for organizations and individuals via a single-window section prescribed in clause 3 of this Article.

3. Single-window section refers to the generic name of a ministerial-level Document Receipt and Response Division or provincial-level or commune-level public administrative service center that performs duties and exercises powers to provide instructions about, receive, handle or transfer documentation to handle and notify the results of handling of administrative procedures, monitor, supervise and assess the handling of administrative procedures for organizations and individuals.

4. National public service portal refers to a portal that integrates information on and provides online public services, status and results of handling of administrative procedures by all ministries and central and local authorities on the basis of connecting and accessing data available on ministerial- and provincial-level information systems for handling administrative procedures; integrates and provides other online services at the request of the Government, the Prime Minister.  

5. Ministerial- or provincial-level information system for handling administrative procedures refers to a professional system that receives, handles and monitors receipt, handling, and results of handling of administrative procedures by affiliates; connects, integrates and shares data with the national public service portal to provide and use online public services.

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7. Initiation of administrative procedures regardless of administrative boundaries within a province refers to permission for an organization or individual to submit documentation and receive results of handling of administrative procedures within the handling jurisdiction of provincial-level administrative authorities online at the national public service portal or by post or in person at a single-window section within a province for the convenience of the organization or individual, regardless of administrative levels and boundaries, regardless of the residence/office locations and issuers of documents.

8. Assessment of handling of administrative procedures refers to comment or conclusion made by a competent authority, organization or individual about quality of and progress in provision of instructions, receipt, handling and response to results of handling of administrative procedures by the single-window section, in-charge official, public employee or employee, and the authority handling administrative procedures.

Article 4. Principles of implementation of single-window system and inter-agency single-window system

1. Considering the satisfaction of organizations and individuals as a measure of quality and efficiency in services provided by cadres, civil servants, public employees and competent authorities.

2. Handling administrative procedures for organizations and individuals by employing single-window systems and inter-agency single-window systems in a manner of centralized and uniform management.

3. Ensuring timeliness, quickness, convenience, compliance with laws, equality, fairness, objectivity, public disclosure, transparency and close cooperation among competent authorities in the course of handling of administrative procedures.

4. Ensuring that handling of administrative procedures is expedited, inspected, monitored, supervised and assessed by different methods on the basis of promotion of application of information technology and involvement of organizations and individuals.

5. Helping organizations and individuals avoid incurring costs of initiation of administrative procedures which are not specified in regulations in force.

6. Cadres, civil servants, public employees and competent authorities shall be accountable for explaining public affairs during the period of handling of administrative procedures in accordance with laws.

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Article 5. Prohibited acts in handling of administrative procedures in accordance with single-window systems and inter-agency single-window systems

1. Cadres, civil servants, public employees and employees assigned to provide instructions about, receive documentation, deal with and notify results of handling of administrative procedures in accordance with single-window systems and inter-agency single-window systems at the head office of the single-window section and competent authorities shall be prohibited from committing the following acts:

a) Bossily treat, harass, disturb and trouble organizations and individuals initiating administrative procedures;

b) Hinder organizations and individuals from selecting forms of submission of documentation, receipt and notification of results of handling of administrative procedures in accordance with laws;

c) Illegally obstruct or prevent the process of transmitting, sending and receiving electronic data; illegally change, delete, remove, falsify, duplicate and move part or all of contents of data used for initiation of administrative procedures;

d) Reveal information about documents, personal data and other information regarding the privacy of organizations and individuals or use such information for profiteering purposes;

dd) Refuse to handle or lengthen the time of handling of administrative procedures or discretionarily request additional documents or pay costs in breach of laws;

e) Directly conduct transactions, request organizations and individuals to additionally provide and improve documents without asking for permission from the single-window section, unless otherwise prescribed by laws;

g)  Pass the buck, show a lack of cooperation, equality, impartiality and incompliance with laws during the process of handling administrative procedures;

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i) Request re-provision of valid digitalized documents or electronic information as per law, connected and shared during the process of receiving and handling administrative procedures, except for cases where such information and documents are re-provided to verify and re-examine the authenticity of digitized information and documents;

k) Commit other violations during handling of public affairs.

2. Organizations and individuals requesting the handling of administrative procedures shall be prohibited from committing the following acts:

a) Fraudulently and falsely create, expropriate and illegally use documents on and results of handling of administrative procedures;

b) Hinder the handling of administrative procedures for organizations and individuals;

c) Use other tricks to deceive and bribe cadres, civil servants, public employees and employees during the process of handling administrative procedures;

d) Slander, send reports, petitions, complaints, denunciations of or impersonate other people to make false, unfounded or unproven denunciations of violations against law committed by cadres, civil servants, public employees or employees and competent authorities in the course of providing instructions about, receiving, handling and notifying results of handling of administrative procedures;

dd) Offend the honor of competent authorities; use or threaten to use brute force, insult the honor and dignity of cadres, civil servants, public employees or employees or competent authorities in the process of providing instructions on, receiving, handling and notifying results of handling of administrative procedures;

e) Give comments or assessments that are impartial, unfair, untrue, illegal or contrary to the actual conditions of performance of duties by cadres, civil servants, public employees or employees or competent authorities during the period of providing instructions about, receiving, handling and notifying results of handling administrative procedures;

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3. Public postal service providers, providers of ancillary services under service contracts, organizations and individuals hired or authorized to initiate administrative procedures shall be prohibited from committing the following acts:

a) Hinder the process of initiation or handling of administrative procedures;

b) Cheat cadres, civil servants, public employees, employees, competent authorities, organizations or persons hired or authorized to initiate administrative procedures;

c) Reveal information about documents, personal data and other information regarding the privacy of organizations and individuals or use such information for profiteering purposes;

d) Commit other violations as provided for by laws.

Article 6. Rights and responsibilities of organizations and individuals initiating administrative procedures

1. Rights to initiate administrative procedures

a) Receive instructions about preparation and submission of documents, receipt of notes of document receipt and appointment for notification of results;

b) Refuse requests not specified in legislative documents prescribing administrative procedures;

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d) Send reports, recommendations, complaints or denunciations to cadres, civil servants, public employees and employees when having grounds or evidence that provision of guidance, receipt, handling or notification of results of handling of administrative procedures is in breach of laws and about other related violations;

dd) Exercise other rights in accordance with laws.

2. Responsibilities

a) Take responsibility for legality and accuracy of documents included in documentation and fully provide related information;

b) Upon receiving results of handling of administrative procedures at the single-window section, bring the note of document receipt and appointment for notification of results. If the note is lost, present identity documents and provide information related to initiation of administrative procedures to receive support.

c) In case of authorization for submission of documents or receipt of such results, the letter of authorization signed by the principal is required;

d) Fully comply with regulations on handling of administrative procedures and those imposed by the single-window section; fully pay fees, charges and other financial obligations (if any) in accordance with regulations;

dd) Bear responsibility to law for any violation specified in clauses 2 and 3 of Article 5 herein and other relevant regulations.

Chapter II

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Article 7. Organization of single-window sections

1. At the ministerial level

a) Based on the number of administrative procedures within the respective jurisdiction, the frequency rate of receipt of documents and the location of head office of each Ministry, Ministers and Heads of ministerial-level authorities shall make decisions on establishment of Document Receipt and Response Divisions at ministries, ministerial-level authorities directly controlled by offices thereof or authorities or units affiliated to ministries, ministerial-level authorities.  In case of establishment of Document Receipt and Response Divisions at authorities or units affiliated to Ministries, ministerial-level authorities, Offices of Ministries, ministerial-level authorities shall monitor, supervise and urge implementation of single-window systems and inter-agency single-window systems at such authorities or units via the ministerial-level information system for handling administrative procedures;

b) Heads of centrally-controlled authorities vertically organized at the localities shall appoint cadres, civil servants and public employees to work at provincial-level or commune-level public administrative service centers to receive and handle administrative procedures within their jurisdiction in accordance with point c clause 2 Article 14 of this Decree.

c) Based on other principles and regulations laid down herein, the Minister of National Defense and the Minister of Public Security shall make decisions on implementation of single-window systems and inter-agency single-window systems in such a way to meet working conditions promulgated by respective ministries;

d) According to this Decree, other regulations of laws and related International Agreements to which the Socialist Republic of Vietnam is a signatory or has acceded, and practical conditions and contexts of specific countries and localities, the Minister of Foreign Affairs shall make a decision on implementation of single-window systems and inter-agency single-window systems in order to handle administrative procedures at diplomatic missions, consular missions and representative authorities of Vietnam in overseas international organizations.

2. At the provincial level

a) Provincial-level People’s Committees shall decide to establish provincial-level public administrative service centers that are administrative organizations under the control of Offices of provincial-level People’s Committees, and have their own seals and accounts used for performance of the assigned duties and powers.

b) In cities, on the basis of specific consideration of population management, organization of people’s life at urban areas, assessment of application of science, technology, innovation and digital transformation in such cities, People's Committees of cities shall decide to establish provincial-level public administration service centers that are administrative organizations affiliated to People's Committees of cities (hereinafter referred to as “one-level public administration service centers”) and decide the number of branches affiliated to one-level public administration service centers to perform duties within the cities.

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3. At the commune level

a) Commune-level People’s Committees shall decide to establish commune-level public administrative service centers that are administrative organizations under the control of commune-level People’s Committees and have their own seals and accounts used for performance of the assigned duties and powers.

b) Commune-level People’s Committees shall decide to establish citizen service delivery points of commune-level public administrative service centers within communes on the basis of the natural area, population size, local socio-economic conditions and the number of administrative formalities.

c) Commune-level public administrative service centers affiliated to commune-level People’s Committees shall not be established at localities where one-level public administration service centers affiliated to provincial-level People’s Committees are available.

4. According to the actual situation, Ministers, Heads of ministerial-level authorities, Chairpersons of provincial-level People’s Committees shall decide to assign public postal service providers, ancillary service providers to take charge of one or some duties in the course of provision of guidance, receipt and digitization of documents, and notification of results of handling of administrative procedures in accordance with the law on bidding.

5. In other cases, the Prime Minister’s regulations shall be complied with.

Article 8. Duties and powers of single-window sections

1. General duties and powers

a) Fully and promptly publish by electronic means or in writing list and contents of administrative procedures within their jurisdiction, initiated at single-window sections according to regulations of the law on control of administrative procedures and relevant laws; at the same time support organizations and individuals unable to access administrative procedures publicized by electronic means;

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c) Cooperate with relevant authorities and units in handling and notifying the results of handling of administrative procedures to organizations and individuals in cases where administrative procedures require immediate handling in the day or administrative procedures are assigned or authorized to cadres, civil servants and public employees at single-window sections; enable organizations and individuals to use online public services; request competent authorities to handle and relevant authorities and units to provide information and documents used to receive and handle administrative procedures;

d) Take charge of monitoring, supervising, assessing and urging the handling and notification of results of handling of administrative procedures by relevant authorities and units in according with the approved procedures; request competent authorities to provide information on receipt and progress in handling of administrative procedures for organizations and individuals; urge authorities and units to process documents for which deadlines are approaching or have expired

dd) Receive, settle or report to competent authorities on settlement of feedback, petitions, complaints and denunciations sent by organizations and individuals against initiation of administrative procedures at single-window sections or cadres, civil servants, public employees, employees and competent authorities during the handling of administrative procedures; transfer explanations given by competent authorities to organizations and individuals in accordance with regulations;

e) Cooperate with relevant authorities and units to provide training in improvement of professional qualifications for cadres, civil servants, public employees and employees working at single-window sections. Monitor, urge, comment and assess compliance with public discipline, internal rules and working regulations by cadres, civil servants, public employees and employees working at single-window sections;

g) Arrange, manage and propose improvement of facilities and equipment to meet requirements for operations of single-window sections in accordance with Article 13 of this Decree.  Provide necessary legal support services, pay financial obligations, foreign and ethnic language interpreters (if necessary), photocopy, print documents and provide other necessary services to meet organizations or individuals’ demands at service prices approved by competent authorities;

h) Recommend reform and improvement measures to improve quality and effectiveness of services and enable organizations and individuals to initiate administrative procedures; organize or cooperate in dissemination of information on operations of single-window sections and initiation of administrative procedures by employing single-window systems or inter-agency single-window systems;

i) Perform other duties as assigned in accordance with regulations of law and as directed by ministers and heads of central and local authorities.

2. In addition to duties and powers mentioned in clause 1 of this Article, provincial-level public administration service centers shall advise and assist Chiefs of Offices of provincial-level People's Committees to organize control of local administrative procedures. To be specific:

a) Provide guidance on, monitor, urge and inspect control and initiation of administrative procedures by authorities and organizations under the management of provincial-level People's Committees; make consolidated reports on results according to regulations;

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c) Give opinions on administrative procedures specified in draft legislative documents within the promulgation jurisdiction of provincial-level People's Committees;

d) Control quality of public announcement of administrative procedures within the handling jurisdiction of provincial-level authorities; control online provision of administrative procedures within the handling jurisdiction of provincial-level authorities;

dd) Conduct study and propose guidelines, policies, solutions and initiatives to reform administrative procedures and relevant regulations; propagate new models and good practices to reform administrative procedure and submit them to competent authorities for decision; assess and handle the results of review of administrative procedures according to regulations of law;

e) Receive and settle feedback and petitions from organizations and individuals against administrative procedures and regulations and initiation of administrative procedures under the management of provincial-level People's Committees and Chairpersons of provincial-level People's Committees;

g) Participate in management and operation of the national database of administrative procedures and the national public service portal; establish, develop, manage, operate and access provincial-level information systems for handling administrative procedures; connect, interlink, integrate and share data on handling and initiation of administrative procedures to serve direction and administration by provincial-level People's Committees and Chairpersons of provincial-level People's Committees.

3. One-level public administrative service centers shall perform the following duties:

a) Preside over and cooperate with provincial-level specialized authorities, communes-level People's Committees in performing duties specified in clause 1 of this Article within provinces and cities;

b) Preside over advising and assisting provincial-level People's Committees and Chairpersons of provincial-level People's Committees to control administrative procedures, including the duties specified in points a, b, c, d, dd, e, g clause 2 of this Article within provinces and cities;

4. In addition to the duties mentioned in clause 1 of this Article, commune-level public administration service centers shall control administrative procedures within their jurisdiction, establish electronic governments, and monitor application of information technology at commune-level People's Committees.

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1. Directly administer and assume responsibilities to heads of competent authorities for all of their operations, urge authorities and units related to handling of administrative procedures in order to make sure that administrative procedures are handled in accordance with regulations; send reports and recommendations to heads of competent authorities about actions against cases in which administrative procedures are not handled by the prescribed deadlines and according to the prescribed quality standards.

2. Every 03 months or spontaneously, heads of single-window sections shall work with competent authorities having administrative procedures received and handled at those sections at the same level to discuss management, administration, performance of duties and the status of receipt of documentation and handling of administrative procedures by specialized authorities at these single-window sections.

3. Manage working hours, the progress in handling assignments, attitudes, behavior and conduct of cadres, civil servants, public employees and employees appointed to work at single-window sections and send monthly reports to authorities appointing cadres, civil servants, public employees and employees; refuse to accept or proactively recommend these authorities to replace cadres, civil servants, public employees and employees who violate labor discipline, have their attitude, behavior or conduct in contravention of workplace culture rules, whose professional capabilities do not meet the assigned duties or who commit other law violations.

4. Assign duties to deputies, cadres, civil servants, public employees and employees depending on their professional competencies and qualifications; inspect and urge performance of the assigned duties and communication and report in accordance with regulations in force.

5. Cooperate with authorities and units that appoint cadres, civil servants, public employees and employees to consider handling violations committed by such cadres, civil servants, public employees and employees and publicly announce results of handling of these violations to organizations and individuals sending feedback, petitions, complaints and denunciations of their violations.

6. Proactively request heads of authorities having jurisdiction to handle administrative procedures to dispatch, recall or replace cadres, civil servants and public employees at single-window sections with personnel under the management of single-window sections when the number of organizations and individuals initiating administrative procedures has been increased or decreased significantly, or is just a few, or they are obtain permission to be absent or resigned from work according to regulations.

7. Delegate or authorize heads of public administrative service centers at all levels to sign fixed-term contracts with public postal service providers, ancillary service providers, and personnel meeting professional and technical requirements to undertake a number of job positions in the group of shared service positions for provision of guidance, receipt, digitization of documentation and notification of results of handling of administrative procedures at public administrative service centers.

8. Publicly announce, at head offices or on websites of single-window sections, full names, titles, phone numbers of heads and deputy heads of single-window sections; full names, titles, working sectors and phone numbers of cadres, civil servants and public employees appointed to work at single-window sections;

9. Promptly handle within their jurisdiction or request competent authorities to handle violations against laws committed by organizations, individuals, cadres, civil servants, public employees and employees at single-window sections.

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11. Manage and appeal to competent authorities for procurement, lease, renovation, repair, maintenance, replacement, addition, and liquidation of assets, facilities and technical equipment at single-window sections in accordance with laws; scientifically and logically arrange areas intended for provision of information, handling of administrative procedures and equipment to serve organizations and individuals that initiate administrative procedures.

Article 10. Personnel of single-window sections

1. Ministerial-level Document Receipt and Response Division

a) The Document Receipt and Response Division at a ministry or ministerial-level authority shall be headed by a leader of the Ministry's Office or the ministerial-level authority; in case of establishment of Document Receipt and Response Divisions at authorities and units affiliated to ministries, such Divisions shall be headed by leaders of departments’ offices;

b) Cadres, civil servants, public employees and employees receiving and handling administrative procedures at the Document Receipt and Response Division shall be appointed by specialized authorities and units or managed by enterprises entitled to sign service contracts as per law.

2. Provincial-level public administrative service centers

a) Chairperson of the provincial-level People's Committee shall decide to appoint leaders of a provincial-level public administrative service center, including 01 Director and up to 03 Deputy Directors; the position of Director is equivalent to Deputy Chief of Office of the provincial-level People's Committee, or may be concurrently held by a Deputy Chief of Office of the provincial-level People's Committee; the position of Deputy Director is equivalent to Head of Division affiliated to the provincial-level People's Committee’s Office;

b) Chairperson of the provincial-level People's Committee shall decide to appoint leaders of a one-level public administrative service center, including 01 Director and Deputy Directors; the position of Director is equivalent to Director of Department and the position of Deputy Director is equivalent to Deputy Director of Department. The number of Deputy Directors shall comply with the Government’s regulations on number of deputy heads of specialized authorities affiliated to the provincial-level People's Committee;

c) Provincial-level and one-level public administrative service centers shall employ public employees and employees under their management to perform duties; cadres, civil servants and public employees appointed by provincial-level specialized authorities and centrally-controlled authorities organized in the vertical structure at provinces; personnel of public postal service providers, providers of ancillary services under the signed employment contracts.

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a) Leaders of a commune-level public administrative service center include 01 Director who is Vice Chairperson of the commune-level People's Committee and 01 Deputy Director equivalent to Head of Division affiliated to the commune-level People's Committee;

b) Commune-level public administrative service centers shall employ public employees and employees under their management; public employees appointed by specialized authorities and centrally-controlled authorities organized in the vertical structure at communes to perform duties; personnel of public postal service providers, providers of ancillary services under the signed employment contracts.

4. Centrally-controlled authorities organized in the vertical structure at communes shall allocate cadres, civil servants and public employees to work at provincial-level and commune-level public administrative service centers in accordance with clauses 2 and 3 of this Article.

Article 11.  Standards, responsibilities, rights and benefits, terms of office of personnel of single-window sections

1. Standards

a) Have at least 02 years' experience in the sector or industry assigned for supervision, and appropriate qualifications and meet requirements for job positions of cadres, civil servants and public employees;

b) Providers of ancillary services under service contracts and employees working under employment contracts that take charge of one or some works during provision of guidance, receipt and notification of results, support for initiation of administrative procedures shall meet all standards and conditions according to the Government’s regulations on contracts for some work types in public service providers and administrative authorities and in accordance with the signed contracts;

c) Have good moral standards and a high sense of responsibility during the period of performing the assigned duties;

d) Exhibit polite, courteous, cordial, open and good interpersonal conduct and behavior in uniformity with workplace culture rules.

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a) Strictly and fully comply with regulations laid down herein and other relevant laws;

b) Enable organizations and individuals to initiate administrative procedures;

c) Instruct organizations and individuals to initiate administrative procedures in a full, clear and accurate manner; in case of having to make a request for amendments and/or supplements to the submitted documentation, such request shall be made once only;

d) Receive, digitize, process or transfer documentation, monitor the handling of administrative procedures for organizations and individuals in accordance with regulations; update the received documentation to management software and grant documentation codes to requesters;

dd) Proactively advise and propose initiatives for reform of the handling of administrative procedures; promptly detect and petition competent authorities and persons to amend, change or cancel or abolish regulations on administrative procedures in breach of law, not feasible or inappropriate to actual situations of ministries, central and local authorities;

e) Wear uniform or dress according to the set dress codes and staff identity cards at work;

g) Take part in professional, party, union meetings or gathering activities, assessment and selection of emulation nominees and reward winners or persons subject to sanctions at authorities appointing their staff to work for single-window sections;

h) Comply with regulations laid down in relevant laws.

3. Rights and benefits

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b) Have opportunities to take domestic and overseas courses in political theories, state management, foreign language, informatics and other fields in accordance with law;

c) Take compensatory days-off (if they work overtime, on national holidays, Saturdays or Sundays);

d) Receive salaries, allowances, bonuses and other compensation packages (if any) at the authorities appointing them to work at single-window sections.

4. Terms of office of cadres, civil servants and public employees appointed to work at single-window sections

The Head of personnel-managing authority shall decide the term of office of each official or public employee appointed to work at the single-window section provided that such term of office is not less than 12 months and is restricted to 36 months each time, except the case specified in clause 8 of Article 12 herein.

Article 12. Responsibilities of competent authorities appointing cadres, civil servants, public employees and employees

1. Appoint cadres, civil servants, public employees and employees that meet standards prescribed in clause 1 of Article 11 herein to work at single-window sections.

2. Provide guidance for, urge and inspect cadres, civil servants and public employees who receive, assess or cooperate in the assessment of relevant documentation; transfer such documentation to competent authorities to handle inter-agency administrative procedures; approve or submit administrative documentation to competent authorities for approval and notify results of handling of administrative procedures to organizations and individuals at single-window sections.

3. Cooperate with single-window sections in designing the processes for handling of administrative procedures in a detailed and explicit manner, and setting the handling deadlines and steps to ensure that administrative procedures are handled by the deadlines before submitting them to competent authorities to seek their approval.

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5. Proactively send single-window sections the written notification of reasons for the late handling of administrative procedures, enclosed with written documents stating apologies to organizations and individuals and other deadlines for notification of handling results.

6. Punctually notify and update changes in administrative procedures which are made known to the public in writing or in an electronic form at single-window sections.

7. Provide information related to their assigned duties in a full manner and protect all rights and benefits of those staff members working for single-window sections.

8. Agree with single-window sections on number and list of cadres, civil servants and public employees appointed to work at single-window sections; formulate and develop plans for assignment of substitute employees or replacement with personnel under the management of single-window sections in order to continuously and uninterruptedly receive documentation and notify documentation processing results in case any of them takes leave, compensatory days-off, sick leave, personal leave, training courses, goes on business trips or the number of organizations and individuals initiating administrative procedures considerably increases or decreases or is just a few. In case where the appointed cadres, civil servants or public employees do not fulfill their assigned duties or are ranked low in service satisfaction, they shall be replaced as requested by single-window sections.

9. Every month, work with single-window sections to account for fees and charges for initiation of administrative procedures and other financial obligations collected at single-window sections (if any).

10. Cooperate with heads of single-window sections in assessing public employees on their performance during their term of office at single-window sections in accordance with this Decree.

11. Ancillary service providers shall appoint personnel who meet the standards specified in clause 1 Article 11 of this Decree and are subject to service contracts.

Article 13. Location of head offices and installation of equipment at single-window sections

1. A single-window section shall be located in a conspicuous place, must cover an area of land appropriate for performing the assigned duties and dealing with the number of transactions during the day.

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2. Equipment

a) Based on the nature of assigned duties and current situations occurring at authorities and units, standards and norms of machinery or equipment provided for state authorities, Ministers, Heads of authorities, Chairpersons of all-level People's Committees shall, under their respective jurisdiction, make decisions on equipment and means intended for performing the assigned duties of single-window sections to meet their staff members’ demands and shall apply information technology during the period of conducting their operations;

b) At single-window sections, it shall be necessary to save spaces for providing administrative information and procedures; areas for supporting use of online public services; areas for receiving documentation and notifying results which are divided into specific-sector counters, including information counters or counters reserved for the elderly, pregnant women, and people with disabilities according to scale and area; provide the adequate number of waiting seats, writing desks and computers with network connection available for organizations and individuals coming to perform transactions and use public services online; install cameras to monitor the entire working area of ​​the single-window section connected with superior state authorities and throughout the entire system; arrange places for installation of equipment: e.g. queue number machines linked to information systems for handling administrative procedures; touch screen monitors helping organizations and individuals to search information, administrative procedures and results of handling of administrative procedures and show their satisfaction; equipment serving digitization of documentation and documents; arrange areas for providing services prescribed in point g of clause 1 of Article 8 herein.

Utility services are encouraged to be integrated to support and meet the demands of organizations and individuals when they come to perform transactions at single-window sections.

Chapter III

REMIT TO RECEIVE AND STEPS IN HANDLING OF ADMINISTRATIVE PROCEDURES

Article 14. Remit to receive administrative procedures at single-window sections

1. Ministerial-level Document Receipt and Response Divisions receive administrative procedures under the single or interagency handling jurisdiction of authorities directly controlled by ministries or ministerial-level authorities;  Document Receipt and Response Divisions at authorities and units affiliated to ministries and ministerial-level authorities receive administrative documentation and procedures under the single or interagency handling jurisdiction of authorities thereof;

2. Provincial-level and commune-level public administrative service centers receive administrative procedures regardless of administrative boundaries within provinces, including:

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b) Administrative procedures under the single or interagency handling jurisdiction of commune-level People's Committees, Chairpersons of commune-level People's Committees, specialized authorities affiliated to commune-level People's Committees within provinces;

c) Administrative procedures under the single or interagency handling jurisdiction of authorities vertically organized at the localities.

d) Administrative procedures under the handling jurisdiction of ministries and central authorities assigning them to local authorities.

3. According to the particular nature and management requirements of each sector, Ministers and Heads of ministerial-level authorities and Chairpersons of provincial-level People's Committees making decisions on administrative procedures shall not receive such documentation at head offices of single-window sections specified in clauses 1 and 2 of this Article, but must apply procedures for monitoring of receipt and processing of documentation and notification of results of processing of such documentation as provided herein, including the following cases:

a) Administrative procedures are initiated in a movable manner in accordance with laws;

b) Administrative procedures prescribe persons subject to inspection and assessment may directly receive and be notified of results of handling of administrative procedures at the time and location of inspection and assessment outside of head offices of single-window sections;

c) Administrative procedures only prescribe how to initiate them by electronic means.

Article 15. Methods for submission of documentation and receipt of results of handling of administrative procedures

Organizations and individuals may submit documents and receive results of handling of administrative procedures by the methods prescribed in legislative documents on administrative procedures:

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2. By post as per the Prime Minister’s regulations, or by using hired services provided by enterprises, persons or authorization given in accordance with laws;

3. Online at the national public service portal.

Article 16. Guidelines for preparation of documentation used for initiation of administrative procedures

1. Guidelines shall be given as follows:

a) Documents to be submitted by organizations and individuals upon handling of administrative procedures;

b) Information on authorities having jurisdiction to handle administrative procedures;

c) Procedures and deadlines for handling of administrative procedures;

c) Amounts and methods for payment of taxes, fees, charges or other financial obligations (if any);

dd) Provision of information and materials related to initiation of administrative procedures as requested by organizations or individuals in accordance with laws.

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2. Guidelines shall be given to organizations and individuals by the following methods:

a) In person at single-window sections;

b) Guidelines given via switchboard systems or special telephone numbers available for public uses;

c) Online guidelines given on the national public service portal, or via social networks certified by competent authorities;

d) Written guidelines sent by post;

dd) Set of sample completed forms, readily built instructional videos or by other methods.

Guidelines are stored at single-window sections.

3. In case where the documentation submitted for handling of administrative procedures does not contain documents included in the list of publicly disclosed documents as provided in clause 1 of this Article or the submitted documents have not provided sufficient information according to forms or samples included in guidelines of competent authorities, receivers of submitted documents for handling of administrative procedures shall provide guidelines for representatives of organizations or individuals to provide a single supplement fully and accurately.

Article 17. Receipt of documentation used for administrative procedures

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a) Check and authenticate eID accounts of individuals and organizations via personal ID numbers of Vietnamese citizens or ID numbers (or passport numbers or international travel document numbers) of foreigners and ID numbers of organizations on ministerial-level/provincial-level information systems for handling administrative procedures by connecting and sharing data with the electronic identification and authentication system. In case the organization or individual has not yet been issued with an eID account, the documentation receiver at the single-window section shall provide guidance for the individual or organization to create or assist them in creating a level-01 eID account. In case of initiation of administrative procedures by authorization, the created eID account is the eID account of the authorizing organization/individual;

b) Inspect electronic data of documentation components.

 In case where components of documentation used for administrative procedures already have electronic data that are legitimate and can be connected/shared between information systems for handling administrative procedures and national and specialized databases, shared information systems, and the national public service portal, organizations and individuals are not required to re-declare information or re-submit documentation and documents; cadres, civil servants, public employees, and employees at single-window sections shall check and transfer them to the electronic administrative procedure documentation.

Upon receipt of documentation, if it is detected that the information included in the documentation is not consistent with electronic information, data and documents included in national and specialized databases, physical documentation shall be received; the information shall be revised according to specialized laws.

c) Inspect the accuracy and adequacy of the documentation.

If the documentation is not accurate and adequate in accordance with regulations, the documentation receiver shall provide guidance for the representative of the organization/individual to complete the documentation in accordance with clause 3 Article 16 of this Decree and clearly state reasons by using the request form for amendment and completion of the submitted documentation;

In case of refusal to receive the documentation, the documentation receiver shall clarify reasons by using the form of refusal to process documentation intended for handling of administrative procedures.

If the documentation is accurate and adequate according to regulations, the cadre, civil servant, public employee, or employee shall receive the submitted documentation and prepare the note of receipt of documentation and appointment for notification of results; make a photocopy of each type of document to convert it into an electronic copy and use the granted personal digital signature to sign on the electronic copy; take responsibility for the adequacy, integrity and accuracy of the contents of the physical documentation, update it into the information system for handling administrative procedures and transfer it to the competent authority according to regulations of Article 18 of this Decree.

2. Regarding documentation online submitted at the national public service portal, it shall automatically respond to the organization/individual to record the online submission of the documentation and transfer the documentation to the ministerial-level/provincial-level information system for handling administrative procedures. Within 02 hours from the time on which the national public service portal responds to the organization/individual, the ministerial-level/provincial-level information system for handling administrative procedures shall provide notification for the documentation receiver at the single-window section for review and inspection of the accuracy and adequacy of the documentation.

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b) If the documentation is adequate and accurate according to regulations, it shall be received and transferred to the competent authority to be processed in accordance with procedures specified in Article 18 of this Decree;

c) The cadre, civil servant, public employee, or employee at the single-window section shall notify official receipt of the documentation or request the organization/individual to revise their documentation within 08 hours from the time on which the information system for handling administrative procedures receives the documentation or by the deadline prescribed by specialized law. Notification shall be sent to the account of the organization/individual on the national public service portal or by email or message on the national public service portal.

3. The period of handling administrative procedures begins from the time on which the adequate and valid documentation is receive and shall be indicated in the note of document receipt and appointment for notification of results. After being received successfully, each administrative documentation will get a verification code inscribed in the note of receipt of documents and appointment for notification of results. Organizations and individuals may use verification codes to log in the national public service portal to check the status of their submitted documentation.

4. If administrative procedures require that handling results shall be notified immediately after receipt and processing of documentation that is adequate, accurate or meets receipt requirements, receivers at single-window sections are not required to issue notes of receipt of documents and appointment for notification of handling results, but shall input the status of documentation or handling results into the single-window electronic information system; if persons submitting documentation still demand notes of receipt of documents and appointment for notification of handling results, these notes shall be provided for them.

5. In case where cadres, civil servants, public employees, or employees working at single-window sections are assigned and authorized to handle administrative procedures by competent authorities, regulations laid down in Article 19 herein shall be observed, the status of documents and handling results shall be input into information systems for handling administrative procedures.

Article 18. Transfer of documentation to competent authorities

Immediately after receipt of the documentation required to initiate administrative procedures as provided in Article 17 herein, cadres, civil servants, public employees, or employees working at single-window sections shall transfer them to competent authorities as follows:

1. Transferring data on electronic documentation received online from organizations and individuals or physical documentation digitized to competent authorities through the ministerial-level or provincial-level information system for handling administrative procedures.

2. Promptly transferring documentation directly received within the working day or transferring it at the beginning of the following working day if the documentation is received after 3 pm every day. In case of transfer of administrative procedure documentation containing state secret containers among authorities by post, the documentation shall be transferred through the postal network serving the Communist Party and the State's authorities in accordance with regulations of the Decision No. 37/2021/QD-TTg dated December 18, 2021 of the Prime Minister.

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1. After receipt of documentation submitted for handling of administrative procedures, heads of competent authorities shall assign cadres, civil servants or public employees to consider assessing the documentation before seeking approval of results of handling thereof.

2. Cadres, civil servants or public employees shall check information included in electronic documents transferred by single-window sections; extract and update electronic data and information included in documents to information systems, databases, and input digital signatures of authorities and organizations into certified copies of documentation components that are results of handling of administrative procedures or document components digitized according to regulations of specialized laws under the management of authorities or units.

Electronic data included in a document shall contain at least information, including document type code; ID number of the organization or individual; full name, year of birth, date of issue and issuing authority in case where the individual does not have his/her personal ID number,; name of document; synopsis of the document; validity period; scope of validity (if any). Other information and data shall comply with specialized laws.

3. In case administrative procedures do not require any inspection or verification of documentation or comments from relevant organizations and individuals, cadres, civil servants or public employees assigned to process the submitted documentation shall carry out verification and assessment thereof before seeking decisions from competent authorities; shall input updated information into information systems for handling administrative procedures; shall notify results of handling of administrative procedures. After verification and assessment, if the documentation is not eligible to be processed, the authority handling administrative procedures shall return the documentation and notify in writing reasons for refusal to process the documentation according to the form of refusal to process documentation to the organization or individual through the single-window section. The notification shall be input into the result return section of the information system for handling administrative procedures. The notification period shall be included in the prescribed period of processing the documentation.

4. In case where assessment and verification of the submitted documentation or comments from relevant authorities and units are legally required

a) Cadres, civil servants or public employees assigned to process the documentation shall inspect and verify the documentation according to regulations. The process of inspection and verification shall be documented and fully filed in information systems for handling administrative procedures.  In case where it is obliged that the organization or individual shall be present to inspect and verify the submitted documentation, the authority handling administrative procedures shall send notification, specifying time, location, components and contents to be verified to the organization or individual through their account or email or automatic message on the national public service portal;

b) Comments from relevant authorities and units shall be collected by sending electronic documents, including contents, comment collection period and response methods through information systems for handling administrative procedures or physical documents as per law;

c) Authorities and units required to give their comments shall give their comments in writing within the permissible period and assume their responsibilities for the given comments. In case such authorities and units have not sent any comments by the deadline, authorities or units presiding over processing documentation shall notify heads of single-window sections transferring the documentation that need to be commented on of such delay to request their cooperation in taking appropriate actions in accordance with regulations;

d) The entire process of assessment, verification, and collection of comments (including information on authorities collecting comments, authorities having their comments collected, contents, and deadlines) and results (including results of assessment, verification and response from relevant authorities and units) shall be digitized, fully, accurately, and promptly updated to information systems for handling administrative procedures, unless otherwise prescribed by the law.

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6. Regarding documentation expected to be processed after the defined deadline, no later than 01 day before the deadline, the authority/unit having jurisdiction to process the documentation shall notify the single-window section in writing and send a letter of apology to the organization/individual which clearly states reasons for late submission, time length of required extension for notification of results by using the form of request for extension. Another deadline for notification of results shall be reset only once.

According to the form of request for extension, the single-window section shall update the new deadline for notification of results on the information system for handling administrative procedures and at the same time send a notification to the organization or individual by an email, text message, phone call or via the social network (if any) endorsed by the competent authority.

Article 20. Receipt of administrative procedures regardless of administrative boundaries

1. Receipt of documentation used for initiation of administrative procedures under the handling jurisdiction of administrative authorities at different levels

a) Provincial-level and commune-level public administration service centers that receive documentation in accordance with regulations of Article 17 of this Decree, shall immediately transfer the electronic documentation to competent authorities to process the documentation, and information on the documentation on information systems for handling administrative procedures to single-window sections of competent authorities to monitor and urge the documentation processing, and physical documents to competent authorities within 01 working day from the date of receipt of the documentation.

b) Competent authorities shall process the documentation according to Article 19 of this Decree and transfer results to provincial-level and commune-level public administration service centers that receive the documentation from organizations/individuals to notify results according to notes of document receipt and appointment for notification of results.

2. Receipt of documentation used for initiation of administrative procedures under the handling jurisdiction of administrative authorities at the same level

a) In case an organization or individual submits physical documentation, the provincial-level or commune-level public administration service center shall determine the order of authorities having the processing jurisdiction, and transfer electronic and physical documentation to the presiding authority. The presiding authority shall be responsible for processing and transferring the electronic and physical documentation digitized and results under its jurisdiction (if any) to the next competent authority by using the documentation transfer form that clearly states work contents and deadline for processing the documentation imposed on specific authorities; input updated information about processing of documentation and information about transfer of documentation into the information system for handling administrative procedures.

Competent entities shall immediately process documentation after receipt of the electronic documentation, and transfer results and documentation to the next competent authority according to the defined order; after the terminal competent authority completely processes the documentation, it shall transfer results and attached documentation to the presiding authority; the presiding authority shall transfer results of handling of administrative procedures to the provincial-level or commune-level public administration service center that receives the documentation to notify the organization/individual of results; input updated information about the status and results of processing of the documentation in an interagency manner into the information system for handling administrative procedures;

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Article 21. Suspension of administrative procedures

1. Organizations and individuals submitting documentation in person or by post are entitled to request suspension of administrative procedures from the time on which they receive notes of receipt and notification of results of submission of valid documentation until competent authorities/organizations issue decisions to handle administrative procedures or written notifications of results of handling of administrative procedures are given; unless otherwise prescribed by the law. Physical documentation, fees and charges (if any) shall be returned according to regulations of specialized laws.

2. Organizations and individuals submitting documentation online are entitled to request suspension of administrative procedures or revision to the documentation through functions of the national public service portal from the time on which the national public service portal successfully receives the documentation until competent authorities/organizations issue decisions to handle administrative procedures or written notifications of results of handling of administrative procedures are given. Physical documentation, fees and charges (if any) shall be returned according to regulations of specialized laws.

3. Ministerial-level and provincial-level information systems for handling administrative procedures shall fully store status of processing of the documentation and suspension of administrative procedures.

Article 22.  Return of documentation, notification of results of handling of administrative procedures and storage of documentation used for administrative procedures

1. Results of handling of administrative procedures shall be submitted to competent authorities for digital signature and issuance in accordance with regulations of law on management of records to return physical and electronic documentation to organizations and individuals, except for cases where administrative procedures only prescribe notification of electronic results or organizations and individuals only request electronic results or unless otherwise prescribed by the law.

When administrative procedures are successfully handled, documentation and documents that are digitized and valid during receipt and handling of administrative procedures may be used for other administrative procedures.

2. Results of handling administrative procedures notified to organizations and individuals shall be adequate in accordance with regulations. In case authentic or original copies of the documentation have been submitted for photocopying, scanning, collation or validation purposes, competent authorities shall return these authentic or original copies to organizations or individuals; the return time shall be prescribed in specialized laws.

3. Cadres, civil servants, public employees or employees at single-window sections shall notify results of handling administrative procedures to organizations and individuals within the period, in locations and by the methods stated in notes of document receipt and appointment for notification of results. Results of handling electronic administrative procedures shall be notified to organizations and individuals through the national public service portal, except for cases where organizations and individuals shall receive results of handling administrative procedures in person as per specialized laws.

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Documentation code includes ID number of the individual or organization and document type code which is used consistently with the result type code on the database of administrative procedures.

5. It shall be advised that results of handling of administrative procedures should be notified by the prescribed deadline. The notification of results of handling of administrative procedures by the prescribed deadline shall be informed by single-window sections to organizations/individuals in advance by text messages, emails, phone calls or via social networks licensed by competent authorities.

6. Documentation used for administrative procedures shall be stored in accordance with regulations of the law on storage and the law on data.

Article 23. Responsibilities of relevant authorities, organizations and individuals for handling of documentation, results that are incorrect, lost, missing or damaged and late notification of results

1. When receiving results of handling administrative procedures, organizations and individuals shall inspect such results. In case any error in results is caused by fault on the part of cadres, civil servants, public employees, employees or competent authorities, single-window sections shall return the documentation, results and information that are erroneous to competent authorities or persons for correction, and within 03 working days, the corrected results shall be transferred to single-window sections to return them to organizations and individuals. Cadres, civil servants, public employees and employees working for competent authorities shall incur costs for correction as per law.

2. If the documentation is lost, goes missing or is damaged during the period of handling of administrative procedures, relevant authorities, organizations and individuals shall be responsible for cooperating with organizations or individuals owning documentation documents that have been lost, gone missing or are damaged and other competent authorities in taking remedial actions; identifying authorities, organizations and individuals at fault to charge them with paying all costs incurred from applying for reissuance of documentation and documents and ascribe other related responsibilities and apologizing organizations or individuals for such incident. In case loss, mislaying or damage of documents is related to violations against law, depending on the nature and seriousness of these violations, organizations or individuals shall be handled prescribed by laws.

3. If documentation on results of handling of administrative procedures which are returned by the methods specified in clause 2 Article 15 of this Decree are lost, mislaid or damaged, actions regulated by relevant laws shall be imposed.

Article 24. Methods for paying fees and charges and fulfilling other financial obligations

1. Organizations and individuals shall be responsible for paying fees and charges for handling of administrative procedures and fulfilling other financial obligations that have already been regulated (if any) according to the following methods:

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b) Online by using the payment function of the national public service portal and other valid payment platforms;

c) Other methods as per law.

2. In case payments are not made directly, documents evidencing payments or wire transfers of fees and charges for handling of administrative procedures or receipts (if any) shall be enclosed with documentation sent to authorities or persons having jurisdiction to handle administrative procedures, except for cases where fees and charges are determined and paid after receipt of documentation used for administrative procedures from organizations and individuals.

3. In case of online payment, authorities/organizations receiving the amounts shall pay all amounts collected from charges to the state budget by the deadline prescribed by specialized laws; and all amounts collected from fees during the period to the pending fee account according to regulations of specialized laws. In case regulations of specialized laws are not available, the amounts shall be paid to the state budget within 08 (eight) working hours from the time of payment, except for cases of payment via the National Interbank Electronic Payment System, according to regulations on working hours applicable to this System. Taxes and social insurance premiums shall be paid in accordance with laws on tax and social insurance.

Chapter IV

APPLICATION OF INFORMATION TECHNOLOGY TO HANDLING OF ADMINISTRATIVE PROCEDURES

Article 25. Principles of application of information technology to handling of administrative procedures

1. Ensure consistency, effectiveness, uniformity, avoidance of overlapping or extravagance in investment in construction of information technology infrastructure from the central level to the grassroots level.

2. Comply with the national EA framework for digital transformation; national technical regulations on identity code structure and formats of data packets intended for connection with document management systems; national technical regulations on structure of data message that citizens exchange with the national population database.

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4. Comply with laws on investment, construction, information technology, records, archives, information safety and cybersecurity as well as other regulations of relevant laws.

Article 26. Establishment of the national public service portal

1. Establishment of the national public service portal shall meet the following requirements:

a) Become a hub providing information on administrative procedures and online public services of ministries, central and local authorities nationwide; enabling organizations and individuals to use online public services, pay fees, charges and fulfill financial obligations online, search information, monitor the status of handling of administrative procedures and look up results of handling of administrative procedures, results of assessment of handling of administrative procedures; publicly announcing status and results of handling of administrative procedures and online public services of ministries, central and local authorities.

b) Allow organizations or individuals to register user accounts through connection and integration with the electronic identification and authentication system built and operated by the Ministry of Public Security; provide Single-Sign-On function and user authentication mechanisms for initiation of administrative procedures and use of online public services provided by ministries, authorities, provincial-level People's Committees on the national public service portal;

c) Provide the function of formulation of electronic interactive forms on the basis of integration with shared national and specialized databases so that ministries and local authorities access and use such forms, ensuring that online public services are consistently and synchronously provided;

d) Provide the function of management of shared lists to share them with ministerial-level and provincial-level information systems for handling administrative procedures and shared information systems and databases of state authorities serving handling of administrative procedures, including list of administrative procedures; list of online public services; list of administrative units and authorities; list of sectors and fields; list of results of handling of administrative procedures; list of revenues and payments to the state budget when initiation of administrative procedures; and list of commercial banks and intermediary payment service providers;

dd) Support administration and devolution of powers to manage senior accounts of ministries, central and local authorities; manage data and professional operations of subsystems;

e) Conduct final review and compile statistics on receipt of documentation and status of handling of administrative procedures as requested by competent authorities;

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h) Meet other requirements as decided by the Prime Minister.

2. The national public service portal include the following components:

a) National database of administrative procedures;

b) System for receiving and responding to feedback and recommendations from organizations and individuals;

c) Electronic authentication and identification exchange system

d) Online payment system;

dd) System for assessing the handling of administrative procedures by ministries, central and local authorities;

e) System for supporting resolution of common problems during the handling of administrative procedures;

g) Interface; 

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i) Artificial intelligence platform assisting cadres, civil servants and public employees; individuals and organizations to initiate administrative procedures and use online public services;

k) Data analysis platform serving the direction and administration by the Government, the Prime Minister, Ministers, Heads of ministerial-level authorities, Chairpersons of provincial-level People's Committees and assessing status of handling of administrative procedures and provision of public services by ministries, central and local authorities.

l) Other components as requested by the Government and the Prime Minister.

3. The Minister and Head of the Government’s Office shall issue regulations on data information connected and shared between the national public service portal and information systems for handling administrative procedures and shared databases owned by state authorities serving the handling of administrative procedures by ministries, central and local authorities.

Article 27. Establishment of ministerial- and provincial-level information systems for handling administrative procedures

1. Ministerial- and provincial-level information systems for handling administrative procedures shall be consistently and uniformly established to support  handling, supervision and assessment of quality of initiation of administrative procedures under the respective jurisdiction of ministries, ministerial-level authorities and People's Committees at all levels.

2. Ministerial- and provincial-level information systems for handling administrative procedures shall meet the following requirements

a) Ensure consistency in investment and construction and adhere to the principle that each ministry, central or local authority only has one information system for handling administrative procedures under the respective jurisdiction of ministries, ministerial-level authorities and People's Committees at all levels;

b) Ensure capabilities of integrating data with the national public service portal, the national database of administrative procedures, national and specialized  databases and electronic identification and authentication systems to receive administrative procedure documentation submitted online by individuals and organizations on the national public service portal, retrieving the list of shared data specified in point d, clause 1, Article 26 of this Decree and sharing data which serve handling of administrative procedures by ministries, ministerial-level authorities and provincial-level People's Committees;

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d) Fully synchronize information on and status of reception, handling and results of handling of administrative procedures with the national public service portal;

dd) Meet other requirements as per law.

3. Ministries, central and local authorities shall take charge of converting physical documentation used for handling of administrative procedures into electronic documentation and establishing electronic processes for handling administrative procedures on information systems for handling administrative procedures, and assume their responsibilities for securing and storing information on organizations and individuals, except for cases where such information must be provided for competent authorities as prescribed by law.

4. Ministries and central authorities shall connect and share data between national and specialized databases and information systems under their management and the national public service portal and ministerial- and provincial-level information systems for handling administrative procedures according to regulations of law to authenticate information for organizations and individuals and serve the handling of administrative procedures.

5. Ministry of Science and Technology

Issue regulations on requirements and technical features of ministerial- and provincial-level information systems for handling administrative procedures

Article 28. Code of documentation used for administrative procedures

1. Codes shall be automatically granted by information systems for handling administrative procedures and used uniformly in transactions between competent authorities and units and organizations or individuals and among competent authorities.

2. Structure of the code of documentation used for initiation of administrative procedures shall be regulated as follows:

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ID code structure shall comply with regulations on authorities and organizations’ electronic ID codes which are used to connect and share data with ministries, central and local authorities;

b) Series of natural numbers, including date (dd/mm/yyyy) of receipt and ordinal numbers of received documentation within the day.

Chapter V

ASSESSMENT OF HANDLING OF ADMINISTRATIVE PROCEDURES

Article 29. Assessment principles

1. Ensure objectivity, truthfulness, accuracy, scientism, transparency, public disclosure, fairness, equality and compliance with law during assessment and announcement of assessment results

2. Consider satisfaction of organizations and individuals with the quality and progress of handling of administrative procedures, results of and effectiveness in performance of the assigned duties as a measure of a successful assessment.

3.  Ensure the confidentiality of information about information providers and cooperate in conducting opinion surveys.

Article 30. Assessment jurisdiction

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2. Organizations or individuals coming to initiate administrative procedures have jurisdiction to assess the quality of handling of administrative procedures.

3. Authorities and persons having jurisdiction to handle administrative procedures shall be entitled to carry out the self-assessment of their handling.

4. The Government’s Office has jurisdiction to assess provision of assistance by ministries, central and local authorities for organizations and individuals in initiating administrative procedures.  

Article 31. Methods of collection of assessment information

1. Information used for assessment of quality of handling of administrative procedures shall be acquired and collected by one or some of the following methods:

a) Regular and periodic assessment forms;

b) Electronic assessment devices installed at single-window sections;

c) Online assessment functions provided by the national public service portal;

d) Surveillance camera systems at single-window sections;

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e) Other legal methods.

2. Assessment information specified in clause 1 of this Article shall be connected to information systems for handling administrative procedures and shall be publicly posted on the national public service portal. Offices of ministries, ministerial-level authorities and provincial-level public administrative service centers shall consolidate information and conduct assessment according to the criteria referred to in Articles 32 and 33 herein

3. Authorities, units and organizations assigned to acquire and collect assessment information shall be held responsible to encourage, instruct and support disadvantageous people such as women, poor people, ethnic people or disabled people who participate in submission of assessment opinions.

Article 32. Assessment of handling of administrative procedures by competent authorities

1. Criteria for assessment of handling of administrative procedures by competent authorities include:

a) Publicness and transparency;

b) Progress and results of handling of administrative procedures;

c) Documentation digitization;

d) Provision of online services;

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e) Other criteria as prescribed by the Government and the Prime Minister.

2. Offices of ministries, central authorities and provincial-level People’s Committees shall be responsible for consolidating results of assessment carried out by software; integrating assessment results with the system for assessing quality of handling of administrative procedures of the national public service portal in order to serve direction, administration, assessment of quality of handling of administrative procedures, and provision of public services in real time; publicly posting internal assessment results on websites of ministries, central and local authorities and the national public service portal.

Article 33. Assessment of handling of administrative procedures by organizations and individuals

1. Handling of administrative procedures at competent authorities may be assessed by taking into consideration assessment opinions of organizations and individuals on the following matters:

a) Duration of notification of results of handling and processing of documentation used for administrative procedures compared to those specified in regulations or requests made by presiding authorities;

b) The number of authorities, units and organizations that must be contacted to complete documentation used for administrative procedures;

c) The required number of times of contact with documentation-receiving authorities for completion of documentation used for administrative procedures;

d) Accuracy, adequacy and timeliness of information about administrative procedures that may be publicized in comparison with those specified in regulations in force;

dd) Behavior of cadres, civil servants and public employees providing instructions about, receiving documentation and handling administrative procedures;

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g) Time and quality of explanations given by competent authorities and cadres, civil servants and public employees about feedbacks, petitions, appeals and denunciations sent by organizations and individuals;

h) Progress and quality of provision of online public services by competent authorities;

i) Other matters as assessed by organizations and individuals.

2. Public disclosure of results of assessment obtained from organizations and individuals shall comply with regulations in clause 2 of Article 32 herein.

Article 34. Handling of assessment results

1. Results of assessment of satisfaction of organizations and individuals with handling of administrative procedures by competent authorities may be publicized at implementary authorities and on websites of authorities having jurisdiction to handling administrative procedures.

2. Assessment results shall serve as one of the standards for assessing accomplishment of duties assigned to authorities and units receiving and handling administrative procedures; determining responsibilities of individuals and heads of authorities receiving and handling administrative procedures; shall prefer considering promotion to a position, planning, training, education, commendation and discipline of cadres, civil servants, public employees and employees.

Chapter VI

DUTIES OF MINISTRIES, CENTRAL AND LOCAL AUTHORITIES

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1. Government’s Office

a) Assist the Prime Minister in expediting and inspecting implementation of this Decree at ministries, central and local authorities;

b) Preside over and cooperate with the Ministry of Home Affairs, the Ministry of Science and Technology, the Ministry of Finance and ministries, central and local authorities in developing and appealing to the Prime Minister to issue plans for implementation of this Decree; providing instructions about, inspecting and expediting establishment and operation of single-window sections of ministries, ministerial-level authorities and all-level People's Committees;

c) Design and issue forms used for implementation of single-window systems and inter-agency single-window systems for handling of administrative procedures;

d) Set up function, professional operation and interface requirements; manage and operate the national public service portal, and provide assistance in and guidance for ministries, central and local authorities on settlement of issues related to functions, professional operations, and data of the national public service portal; manage and devolve powers over senior administration accounts of ministries, central and local authorities;

dd) Cooperate with ministries, central and local authorities in providing professional training for cadres, civil servants and public employees in implementation of single-window systems and inter-agency single-window systems;

e) Recommend the Prime Minister to issue rules on management, operation and access to the national public service portal;

g) Prepare annual assessment reports on handling of administrative procedures by ministries, ministerial-level authorities, People’s Committees of provinces and cities and submit them to the Government and the Prime Minister;

h) Preside over and cooperate with the Ministry of Science and Technology and other relevant ministries and central authorities in formulating and issuing uniform regulations on codes of documentation used for administrative procedures and codes of sectors or industries in which administrative procedures are involved on ministerial-level or provincial-level information systems for handling administrative procedures; provide guidance on digitization of documentation and results of handling of administrative procedures during receipt and handling of administrative procedures.

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a) Build and technically manage the national service portal at the national data center, implement measures for supervising and maintaining information security for the national service portal; provide guidance for ministries, central and local authorities on maintenance of information security for ministerial-level or provincial-level information systems for handling administrative procedures;

b) Give guidance on and develop connection of the national public service portal and information systems for handling administrative procedures with national and specialized databases through data sharing and cooperation platforms serving handling of administrative procedures;

c) Connect the national population database and the electronic identification and authentication system with the national public service portal and ministerial-level and provincial-level information systems for handling administrative procedures so as to support citizen information authentication.

3. The Ministry of Finance shall operate and connect the national enterprise registration database with the national public service portal and ministerial-level and provincial-level information systems for handling administrative procedures so as to support enterprise information authentication.

4. The Ministry of Science and Technology shall perform duties specified in clause 5, Article 27 of this Decree.

5. Ministries and ministerial-level authorities shall be responsible for implementing single-window systems and inter-agency single-window systems at their ministries and authorities as per law.

Article 36. Duties of ministers and heads of ministerial-level authorities

1. Direct implementation of single-window systems and inter-agency single-window systems in accordance with this Decree; build and manage information systems for handling administrative procedures of ministries and central authorities.

2. Give direction to update and publicly announce the list of administrative procedures to be received and rejected at Document Receipt and Response Divisions under the jurisdiction of ministries and central authorities; ministries and ministerial-level authorities’ lists of administrative procedures compatible with wholly and partially online public services on the national database of administrative procedures, integrated and provided on the national public service portal; the list of administrative procedures that ministries and central authorities authorize provincial-level and commune-level People's Committees to receive.

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4.  Provide local authorities with guidelines for handling of administrative procedures according to the inter-agency mechanism under the management of ministries and central authorities for uniform application thereof nationwide.

5. Direct formulation and promulgation of internal processes and electronic procedures for handling of specific administrative procedures under the jurisdiction of ministries and central authorities to make sure that such processes and procedures are consistently applied to performance of duties related to handling of administrative procedures in quality management systems of authorities and organizations.

6. Direct authorities vertically organized at the localities to have the rights to receive, handle and notify results of handling of administrative procedures at provincial-level, district-level public administration service centers, and cooperate with local state authorities in handling administrative procedures.

7. Make annual recommendations about inter-agency administrative procedures, design and appeal to the Government and the Prime Minister to issue procedures for the interagency initiation of administrative procedures. Ministries and authorities managing sectors authorized to receive and notify results of handling of inter-agency administrative procedures shall announce inter-agency administrative procedures after being promulgated by competent authorities.

8. Promptly direct, correct and strictly punish heads of affiliates and cadres, civil servants and public employees failing to strictly comply with regulations laid down herein or committing violations related to provision of instructions, receipt, handling and notification of results and assessment of handling of administrative procedures.

9. Timely apply personnel solutions to encourage cadres, civil servants and public employees working at single-window sections on the basis of results of assessment of satisfaction of organizations and individuals.

10. Assess, decide or appeal to competent authorities to decide organization of receipt, processing of documentation and notification of results of administrative procedures regardless of administrative boundaries for administrative procedures for which information and data serving review and assessment of documentation are fully available in national and specialized databases or have been connected and shared, except for cases where administrative procedures require field inspection, assessment, inspection and appraisal at facilities.

11. On the basis of the list of shared data specified in point d, clause 1, Article 26 of this Decree, update or synchronize data under their management to serve the handling of administrative procedures.

Article 37. Duties of People’s Committees at all levels

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2. Promulgate regulations on specific functions, duties and powers of provincial-level, commune-level and one-level public administration service centers within their jurisdiction in accordance with regulations of this Decree and other relevant documents.

Article 38. Duties of Chairpersons of People’s Committees at all levels

1. Chairpersons of provincial-level People’s Committees

a) Directly lead, direct, inspect and expedite implementation of single-window systems and inter-agency single-window systems at provinces according to regulations of this Decree and rules on organization and operation of single-window sections promulgated by same-level People's Committees;

b) Take responsibilities to same-level People's Councils and senior-level state administrative authorities for results and progress of handling of administrative procedures by employing single-window systems and inter-agency single-window systems under their jurisdiction in order to ensure initiation of administrative procedures regardless of administrative boundaries within provinces.

c) Give direction to update and publicly announce the list of administrative procedures allowing receipt of documentation at provincial-level and commune-level public administration service centers; local governments' lists of administrative procedures compatible with wholly and partially online public services on the national database of administrative procedures, integrated and provided on the national public service portal;

d) Direct formulation and promulgation of internal processes and electronic procedures for handling of specific administrative procedures within provinces/communes to make sure that such processes and procedures are consistently applied to performance of duties related to handling of administrative procedures in quality management systems of authorities and organizations and are uniformly implemented within provinces and communes;

dd) Direct establishment and uniform management of provincial-level information systems for handling administrative procedures; promulgate regulations on management, operation and access to provincial-level information systems for handling administrative procedures; take charge of taking information safety and cybersecurity measures according to instructions given by the Ministry of Public Security;

e) Direct provision of full infrastructure and equipment for provincial-level and commune-level public administration service centers according to regulations;

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h) Timely apply solutions to encourage cadres, civil servants and public employees working at provincial-level and commune-level public administration service centers on the basis of results of assessment of satisfaction of organizations and individuals.

2. Chairpersons of commune-level People’s Committees

a) Directly direct implementation of single-window systems and inter-agency single-window systems at communes according to regulations of this Decree and rules on organization and operation of commune-level public administration service centers promulgated by same-level People's Committees;

b) Take responsibilities to same-level People's Councils and senior-level state administrative authorities for results and progress of handling of administrative procedures by employing single-window systems and inter-agency single-window systems under their jurisdiction;

c) Fully provide infrastructure and equipment for commune-level public administration service centers according to regulations;

d) Promptly correct and strictly punish cadres, civil servants, public employees and employees committing violations specified in this Decree;

dd) Apologize organizations and individuals when cadres, civil servants, public employees under their jurisdiction violate regulations on prohibited acts during the process of handling of administrative procedures as provided herein, or annoy people.

Chapter VII

FUNDING AND RESPONSIBILITIES FOR IMPLEMENTATION

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1. Funding for implementation of single-window systems and inter-agency single-window systems of ministries, ministerial-level authorities and local authorities shall be included in annual estimates of recurrent expenditures on state management by ministries, ministerial-level authorities and local authorities under laws on state budget.

2. Funding for investment in construction, renovation, repair, maintenance or lease of head offices of single-window sections and information technology infrastructure shall be used according to laws on public investment and shall comply with laws on bidding, construction, information technology and other relevant legislation.

3. In addition to funding provided by the state budget, ministries, ministerial-level authorities and People’s Committees of provinces and cities may use other legitimate funding sources for implementation of single-window systems and inter-agency single-window systems under their management.

4. Funding for application of single-window systems and inter-agency single-window systems at public service providers, state enterprises and other authorities and organizations shall be provided on their own.

Article 40. Implementation clauses

1. This Decree takes effect from July 01, 2025. The Government’s Decree No. 61/2018/ND-CP dated April 23, 2018 and the Government’s Decree No. 107/2021/ND-CP dated December 06, 2021 will cease to have effect from the effective date of this Decree.

2. Ministerial-level public service portal shall continue to operate according to regulations in the Government’s Decree No. 61/2018/ND-CP dated April 23, 2018 and shut down before March 01, 2026.

3. Provincial-level People's Committees that are experimentally applying the model of one-level public administration service centers affiliated to provincial-level People's Committees, on the basis of assessment of results of experimental application, characteristics of population management, organization of urban life, application of science, technology, innovation and digital transformation within provinces, shall decide to establish one-level public administration service centers according to regulations of point b, clause 2, Article 7 or provincial-level and commune-level public administration service centers according to regulations of point a, clause 2, points a, b, clause 3, Article 7 of this Decree.

4. Chairpersons of provincial-level People's Committees shall promulgate lists of administrative procedures to be initiated regardless of administrative boundaries within their provinces according to roadmap to ensure that 100% of administrative procedures regardless of administrative boundaries within their provinces will be completely initated before December 31, 2025.

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“3. The Office of the provincial-level People's Committee shall advise and assist the provincial-level People's Committee to perform state management of control of administrative procedures within the province. The provincial-level public administration service center affiliated to the Office of the provincial-level People's Committee shall advise and assist the Chief of Office of the People's Committee of province or city to organize control of administrative procedures.

At localities where one-level public administration service centers affiliated to the provincial-level People's Committee are established, they shall advise and assist the People's Committee, the Chairperson of the People's Committee to perform state management of control of local administrative procedures.”

6. Clause 2 Article 6 of the Government's Decree No. 92/2017/ND-CP dated August 07, 2017 shall be amended as follows:

“2. The People's Committee of province or city shall re-organize the provincial-level public administration service center on the basis of merger between the provincial-level public administration service center and the administrative procedure control division to perform state management of control of administrative procedures, reform administrative procedures and implement single-window systems and inter-agency single-window systems during the period of handling of administrative procedures in accordance with regulations of law and the Decree on initiation of administrative procedures by employing single-window system and inter-agency single-window system at single-window section and national public service portal.”.

7. Some regulations in the Government’s Decree No. 42/2022/ND-CP dated June 24, 2022 shall be amended and annulled as follows:

a) Clause 1 Article 12 shall be amended as follows:

“1. The list of and information about online public services shall be updated on the national database of administrative procedures and regularly and continuously synchronized with ministerial-level and provincial-level information systems for handling administrative procedures.”;

b) The phrase “Cổng dịch vụ công cấp bộ, cấp tỉnh” (ministerial-level/provincial-level public service portals) in point c clause 1 Article 4 shall be annulled;

c) Article 13 shall be annulled.

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a) The phrase “Cổng dịch vụ công cấp bộ, cấp tỉnh” (ministerial-level/provincial-level public service portals) in point b clause 1 Article 5, clause 3 Article 11, clause 1, point a clause 2 Article 12 shall be annulled;

b) The phrase “hoặc Cổng dịch vụ công cấp bộ, cấp tỉnh” (or ministerial-level/provincial-level public service portals) in clause 1, clause 4 Article 8, clause 1 Article 11, point b clause 2 Article 12, point d clause 8 Article 13 shall be annulled;

c) The phrase “Cổng dịch vụ công cấp bộ, cấp tỉnh” (ministerial-level/provincial-level public service portals) shall be replaced by the phrase “Hệ thống thông tin giải quyết thủ tục hành chính cấp bộ, cấp tỉnh” (ministerial-level/provincial-level information systems for handling administrative procedures) in clause 11 Article 3, clause 3 Article 8, clause 1, clause 2, clause 7, clause 8 Article 13, clause 2, clause 3, clause 4 Article 16, clause 5 Article 23;

d) The phrase “Cổng dịch vụ công cấp bộ, cấp tỉnh, Hệ thống thông tin một cửa điện tử cấp bộ, cấp tỉnh” (ministerial-level/provincial-level public service portals, ministerial-level/provincial-level electronic single-window information systems) shall be replaced by the phrase “Hệ thống thông tin giải quyết thủ tục hành chính cấp bộ, cấp tỉnh” (ministerial-level/provincial-level information systems for handling administrative procedures) in point a clause 2 Article 11;

b) The phrase “Cổng dịch vụ công cấp tỉnh” (provincial-level public service portals) shall be replaced by the phrase “Cổng Dịch vụ công quốc gia” (the national public service portal) in clause 1 and clause 4 Article 27;

e) Clause 1 Article 16 shall be annulled;

Article 41. Responsibility for implementation

1. The Government’s Office shall provide guidance on, monitor, urge and inspect the implementation of this Decree; and send annual or ad hoc reports to the Government and the Prime Minister.

2. Ministers, Heads of ministerial-level authorities, Heads of Governmental authorities, Chairpersons of People's Committees of provinces and cities, and relevant authorities, organizations and individuals shall be responsible for implementing this Decree.

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ON BEHALF OF THE GOVERNMENT
PP. PRIME MINISTER
DEPUTY PRIME MINISTER




Nguyen Hoa Binh