Mekong Development Research Institute and United Nations Development Program in Vietnam
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| Persons with disabilities are presented with wheelchairs in Dak Lak province__Photo: VNA |
Introduction
This article[1] presents key findings from the series of the annual survey research entitled “Assessment of Disability Inclusion in Local Governance” commissioned by the Mekong Development Research Institute (MDRI) and the United Nations Development Program (UNDP) since 2022. It highlights the latest insights from the 2024 assessment, compares them with findings from previous years, and from the Vietnam Provincial Governance and Public Administration Performance Index (PAPI) and national surveys where applicable. It focuses on two key areas: inclusive public administrative procedures, including monthly allowance disbursement; and inclusive digital transformation. This article summarizes key findings and highlights recommendations to address them moving forward to ensure that persons with disabilities be included in local governance and public administration in Vietnam.
Research context and methodology
Persons with disabilities constitute 6.11 percent of Vietnam’s population from the age of 2 and older.[2] The ratification of the Convention on the Rights of Persons with Disabilities (CRPD) in 2014 demonstrates the Government of Vietnam’s strong commitment to safeguarding the rights of this marginalized social group. This commitment is further reinforced by the enactment of the Law on Persons with Disabilities (Law 51/2010/QH12) in 2010, alongside other specialized laws, decrees and circulars that integrate disability rights into Vietnam’s legal framework. These efforts have laid a solid foundation for protecting and promoting the rights of persons with disabilities.
Despite this progress, persons with disabilities remain a vital yet often marginalized segment of society, encountering unique barriers that hinder their full participation in various spheres of life. To address their needs and aspirations effectively, it is essential to prioritize their inclusion in public administration and service delivery. Addressing this gap will provide critical evidence for policymakers and public institutions to develop more inclusive programs and policies.
The 2024 Assessment builds on findings from a 2022 pilot study and a 2023 large-scale assessment, drawing on selected indicators from PAPI. Despite shifts in research topics to address emerging needs, the assessment consistently pursues three overarching objectives: (i) creating opportunities for persons with disabilities to contribute to the policy development process, fostering greater inclusivity and representation in local governance; (ii) enhancing the annual PAPI by incorporating a stronger focus on disability inclusion; and (iii) providing actionable policy recommendations to ensure governance frameworks are equitable and responsive to the needs of persons with disabilities.
The assessment employs a two-pronged research approach, combining a quantitative survey and qualitative interviews. The large-scale quantitative survey gathers extensive data, which are then analyzed to identify significant issues and guide the selection of qualitative interview subjects. These interviews serve as case studies, enriching the quantitative findings with in-depth perspectives. To ensure inclusivity in data collection, the survey teams include enumerators both with and without disabilities.
Drawing on lessons from the 2022 pilot study, the 2023 and 2024 assessments expanded in scope, increasing the sample size and geographic coverage. The surveys now span 18 provinces across six socio-economic regions and represent six types of disabilities. The number of surveyed individuals has risen steadily from 1,627 in 2022 to 2,114 in 2023, and 2,310 in 2024. Over time, the demographic profile of respondents has shifted to include younger participants, while perspectives from local officials and experts have been incorporated to provide a more multidimensional view.
The 2024 sample was meticulously designed to build on the 2023 findings, with significant overlaps in respondents to enable longitudinal analysis. The comprehensive questionnaire covers diverse topics, including accessibility to public administrative procedures, access to information, and participation in climate change adaptation, and in various fields.
Key findings about accessibility to public administrative services and e-governance
Physical and informational barriers in navigating public administrative procedures
Public administrative procedures serve as the backbone of societal operations, shaping how communities function and thrive. Access to public administrative services, one of the eight dimensions measured in PAPI, is a cornerstone of inclusive governance. This thematic research highlights such critical dimension to amplify the voices of persons with disabilities within PAPI and explore correlations with its data.
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| Figure 1: Level of difficulty in accessing public administrative services |
As revealed in Figure 1, while most respondents reported no issues accessing public administrative services, significant barriers were identified for individuals with hearing and speech impairments, particularly in communication with local authorities. A notable finding is that 69.7 percent of respondents reported no difficulties navigating public administrative systems in the past 12 months. Despite this positive result, it represents a slight decline of 6.9 percentage points compared to 2023 (76.6 percent).
On the other hand, 25.7 percent of respondents faced significant or moderate challenges. Among them, individuals with hearing and speech disabilities reported the greatest difficulties, with 46.7 percent struggling to access these services (see Figure 2).
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| Figure 2: Level of difficulty in accessing public administrative services by six disability types |
Local officials often face challenges in effectively communicating with this group, emphasizing the urgent need for enhanced training and accessible communication tools to ensure inclusive service delivery for all citizens. A local public official in charge of labor, invalids and social affairs said in an in-depth interview: “Explaining procedural matters, such as specific changes, can be particularly difficult. When they do not fully understand what we are trying to convey, we have to rely on their family members for support.”
The human factor plays a critical role. While some persons with disabilities reported positive experiences with supportive and proactive local officials, many others described negative interactions with uncooperative or negligent staff. Such encounters leave individuals feeling marginalized, a stark reminder of the gap in service quality. Meanwhile, Decree 61/2018/ND-CP specifies that civil servants at one-stop shops are responsible for “guiding organizations and individuals to conduct administrative procedures fully, clearly, and accurately.”[3]
Infrastructure concerns further exacerbate the issue. Although some government offices have installed ramps for wheelchair users, subsequent repairs often make these facilities less accessible. This highlights the need for sustainable and inclusive design in public buildings.
“Every time they repair something, when we step out, we are always surprised... because it’s very easy for others, but for persons with disabilities, it’s very difficult. So, I think it’s important to have persons with disabilities give their feedback, just so that it becomes easier for us to get around.”
In-depth interview with a woman with severe physical disability, aged 30-39
These findings underscore the urgent need for more disability inclusion training for staff to ensure equitable services for all. Additionally, infrastructure projects -whether new or renovated - should actively involve persons with disabilities in the consultation process to ensure accessibility for everyone.
An uneven transition in receiving allowances
Social assistance is an essential form of social support mandated by law to improve the quality of life for persons with disabilities and other vulnerable groups. Requesting a monthly allowance through disability certification is one of the most common administrative procedures conducted by persons with disabilities. This section analyzes the experiences of persons with disabilities in receiving assistance, focusing on the methods of disbursement and the specific challenges they face.
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| Figure 3: Levels of difficulty in accessing allowances for persons with disabilities |
As shown in Figure 3, while 79.5 percent of respondents reported no difficulty accessing these allowances through public administrative systems, challenges persist for 18 percent, including reliance on family members, distance to local commune people’s committee offices, and accessibility issues with banking services. Many persons with disabilities, particularly those in rural areas, continue to receive allowances in cash. These hurdles reflect limited inclusion of persons with disabilities in digital transformation of both disable assistance administrative and banking services.
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| Figure 4: Types of difficulty in accessing allowances for persons with disabilities |
Among those who reported difficulties, as Figure 4 reveals, 52.4 percent said they had to rely on their family members to receive the allowance on their behalf. This leads to the lack of full control over how their allowance is managed. Additionally, 33.3 percent indicated that the commune/ward People’s Committees were difficult to access, often due to being far away or hard to reach. A smaller percentage (7.4 percent) of the respondents faced challenges with banking services: not being able to open accounts under their names or having difficulty accessing bank offices. Other barriers included the need to visit multiple times to meet the responsible staff (for 5.8 percent of the respondents) and the lack of a fixed schedule for disbursing allowances (for 4.2 percent).
Receiving allowances via bank accounts is becoming more common, particularly in urban areas like the Southeastern and Red River Delta regions. However, only 11.9 percent of persons with disabilities have their own bank accounts, and rural areas face significant challenges due to limited access to automatic teller machines and banking services. There remain 75.1 percent of recipients obtaining their monthly allowance in cash.
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| Figure 5: Forms of receiving allowances for persons with disabilities |
While transitioning to receiving monthly allowance via bank accounts, persons with disabilities encounter various barriers, including the need for guardians or witnesses to open accounts and the lack of accessible banking applications. Still, 12.3 percent of the respondents said they had to receive their allowance via their guardians’ bank accounts. For persons with visual impairments, they had to struggle with biometric authentication and identical signature requirements, making it extremely difficult for them to independently access banking services. Addressing these issues requires legal capacity recognition and provision of equal experience of banking services for all clients.
“They [the banks] always require me to have a guardian or a witness… So, whenever I need to transfer a large sum of money or complete some procedure at the bank, I have to call that person to come along.”
An in-depth interview with a woman with extremely severe visual disability, aged 20-29
The amount of monthly allowance is also a major concern of persons with disabilities. As many as 86.5 percent of the respondents to the survey in 2023 and 86.1 percent in 2022 believed that the allowances provided under Decree 20/2021/ND-CP are insufficient to meet their minimum living needs. As indicated in the surveys in both years, the average minimum spending requirement for persons with disabilities is approximately VND 1.5 million.[4] Despite recent improvements under Decree 76/2024/ND-CP, cash transfer benefits for persons with disabilities remain significantly below the poverty line. Current monthly benefits range from VND 750,000 for individuals with severe disabilities to VND 1,250,000 for children or older persons with extremely severe disabilities (representing 83 percent of the poverty line),[5] leaving many beneficiaries unable to achieve a decent standard of living.
Furthermore, the research in 2023 highlighted the strong desire among many persons with disabilities who remain capable of working to participate in the economy, achieve self-reliance, and integrate into the community. A man with disabilities, having a stable job and a monthly income of VND 4 million, said in an in-depth interview with the research team: “For persons with disabilities, making money [...] is very good. Whether it’s more or less, it doesn’t matter. When I earn money, I feel like I am [self-financed], even though it can’t be spent freely.’ [...] For example, if I want to use something or buy something, I have money, so I don’t have to wait for anyone to give [money] to me.”
Digital barriers in access to information and public services
As digital transformation accelerates, digital platforms are becoming central to information access and public service delivery, guided by the National Digital Transformation Program up to 2025, with orientations toward 2030. Accessibility on these platforms is critical, especially for persons with disabilities. However, the series of the assessment discovered that persons with disabilities face two significant barriers: limited Internet access; and challenges in using specific features on digital platforms.
Findings from the annual assessment in 2023 and 2024 show a slight increase in Internet usage among persons with disabilities. In 2023, 38.9 percent of persons with disabilities reported having Internet access, and this rate increased to 42.5 percent in 2024. Also, 46.2 percent of persons with disabilities reported they had Internet access at home in 2024. However, the numbers are significantly lower than those among the population. As per the 2023 PAPI survey findings, 75.8 percent of the national respondents had Internet access at home. Thus, despite the minor progress observed over the two years, a considerable gap in digital inclusion remains for persons with disabilities.
Furthermore, the lack of income or jobs have put greater constraints on Internet access for persons with disabilities. Only 28.6 percent of employed individuals did not use the Internet at home, while the percentages are much higher for those without a job (63.1 percent) and those who have never worked before (68.9 percent). Among those employed, nearly 44 percent of individuals earning less than VND 2 million or without any income still lack access to Internet services.
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| Figure 6: Persons with disabilities not using Internet at home by employment status |
Regional disparities further contribute to the digital divide. As shown in Figure 7, in less developed areas such as the North Central and Central Coastal regions, 66.1 percent of the respondents said they had no access to the Internet. The percentages in the Mekong River Delta and the Northern Midland and Mountainous regions are 59.3 percent and 57.3 percent, respectively. In mountainous areas, inadequate electricity and Internet connectivity further limit connections for persons with disabilities.
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| Figure 7: Persons with disabilities not using Internet at home by region |
In the transition to online platforms for public administrative services, a large number of persons with disabilities find it challenging to access information on central or provincial online public e-service portals. As Figure 8 shows, among 12.3 percent of the respondents that sought information on service portals in 2024, around one-fourth of them (25.6 percent) found it difficult to navigate the e-service platforms.
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| Figure 8: Level of ease in accessing information on online public service portals |
Local authorities play a pivotal role in disseminating information. Their efforts in leveraging modern communication channels like social media and Zalo groups have improved accessibility. However, these platforms are not always user-friendly for persons with disabilities. Traditional information channels remain essential for reaching individuals in remote areas.
For persons with visual disabilities, poor web design that lacks screen-reader compatibility makes accessing essential services nearly impossible. Inclusive design, such as adherence to the Web Content Accessibility Guidelines (WCAG) 2.0 standards, is critical for improving usability. Moreover, persons with disabilities emphasize the importance of being involved in the development process of digital platforms to ensure their needs are adequately addressed. Collaboration between policymakers, IT professionals, and representatives of persons with disabilities could result in accessible, user-friendly systems.
“People with [visual] disabilities should be involved in the process of developing the website... because they face significant challenges in navigating and carrying out public administrative procedures. Allowing individuals with visual impairments to participate in the design and development of the system would be beneficial. There are many people with visual impairments who are highly skilled in information technology.”
An in-depth interview with a woman with extremely severe visual disability, aged 20-29
Conclusions and recommendations
The analysis reveals a mixed picture of progress and ongoing challenges for persons with disabilities in accessing both traditional and digital public administrative services. Addressing these gaps requires targeted efforts to ensure inclusive policies, sustainable infrastructure, and greater involvement of persons with disabilities in the decision-making process. The following actionable recommendations are proposed to overcome those barriers.
Enhancing training for local officials: It is a need to provide targeted training and tools for local officials to improve communication with persons with disabilities, particularly those with hearing and speech disabilities, reducing the need for family assistance. At the same time, it is suggested to encourage local authorities to use diverse communication channels, balancing digital and traditional methods to ensure all persons with disabilities, including those in remote areas, receive vital information.
Improving public infrastructure: Authorities should adopt sustainable, universally accessible design standards for public buildings and actively involve persons with disabilities in the planning and evaluation process to ensure infrastructure meets their needs.
Expanding financial inclusion: It is necessary to simplify banking processes for persons with disabilities by removing guardian requirements, improving accessible biometric authentication, and developing user-friendly banking apps, together with strengthening outreach in rural areas to promote bank account ownership and ATM accessibility.
Increasing monthly allowances: Policymakers should review and adjust allowance levels to align with minimum living needs of persons with disabilities, considering inflation and regional cost-of-living differences. This must ensure compliance with an updated framework building on Decrees 20/2021/ND-CP and 76/2024/ND-CP.
Promoting economic inclusion: It is proposed for authorities to develop employment programs tailored to persons with disabilities, including skill development, employer incentives, and workplace accommodations; the economic and social value of hiring persons with disabilities should be highlighted.
Bridging the digital divide: It is recommended to invest in expanding affordable Internet access and digital literacy training for persons with disabilities, prioritizing underserved rural and remote regions. One more suggestion is to collaborate with IT professionals and representatives of persons with disabilities to design accessible digital platforms, ensuring compliance with WCAG 2.0 standards.-
[1] Co-authored by Dao Thu Huong, Disability Inclusion Officer, and Do Thanh Huyen, Public Policy Analyst, UNDP in Vietnam.
[2] General Statistics Office (2023). Press release on key findings of the Second National Survey on Disability 2023.
[3] Government Decree 61/2018/ND-CP, dated April 23, 2018, on the implementation of the one-stop shop and interlinked one-stop shop mechanisms in settlement of administrative procedures.
[4] See Pilot Assessment of Disability Inclusion in Local Governance in 2022; Assessment of disability inclusion in local governance 2023
[5] See Decree 76/2024/ND-CP dated July 1, 2024.
