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| A person is guided to carry out admistrative procedures at the Ho Chi Minh City's Public Administration Service Centre__Photo: VNA |
For the first time, the concept of “proactive online public services” has been proposed by the Ministry of Science and Technology (MOST) in a draft decree guiding the Law on Digital Transformation.
Once approved, the decree is expected to enhance administrative service quality, reduce the time and cost of legal compliance, and improve satisfaction among citizens and businesses when using online public services.
As defined in the draft, proactive online public services are public services provided by state agencies in the digital environment, using digital technologies and lawfully available data to proactively identify users’ needs or obligations, and to issue reminders, prepare dossiers for, and provide the most appropriate services to, users.
Accordingly, the MOST sets three progressive levels of service:
Level 1: Proactive reminders
State agencies, via online public service systesms, would identify and remind individuals and organisations of upcoming events and arising obligations, and guide them in carrying out online procedures for public services.
Level 2: Proactive reminders and document preparation
Building on Level 1, the systems would automatically prepare e-dossiers using data from authorised information systems and databases. Organisations and individuals would only need to review, verify or supplement information (when necessary), and decide whether to further proceed with online public services in accordance with law.
Level 3: Proactive reminders, document preparation, and service recommendations
At the most advanced level, the systems would analyse and compare available service options, and then recommend the most suitable one in case multiple online public services lead to the same outcome. Recommendations must safeguard the lawful interests of users, taking into account cost, time, convenience and related obligations when using services.
Noteworthily, the draft sets out principles for state management of proactive online public services. Foremost is a user-centric approach. Services must aim to enhance users’ benefits, experience and satisfaction, without transferring the burden of processing online public services from state agencies to service users.
In addition, the use and processing of data, as well as the provision of proactive online public services, must be carried out for lawful purposes and on clear legal grounds, while ensuring supervision and traceability in the digital environment as well as users’ privacy and information and data confidentiality.- (VLLF)
