I

Account Management

1

Account Management

1. The account of organizations and individuals handling administrative procedures shall comply with the provisions of Article 40 of Decree No. 69/2024/NĐ-CP dated June 25, 2024 of the Government on electronic identification and authentication.

2. The account of staff in the information system for administrative procedure handling must ensure at least the following functions:

a) Managing staff accounts; activating accounts; allowing search and extraction of staff information for reporting purposes;

b) Managing user groups and users: name, position, department, personal information, system access rights;

c) Assigning permissions according to the administrative procedure processing workflow (by group, individual, position).

Administrator, organization, individual

II

Catalogue Management, File, Form, Administrative Procedure

2

Common Electronic Catalogue Management

1. Ensure synchronization with the national common electronic catalogue system; of the ministry, province (if applicable) and with central agencies, the national common electronic catalogue management system of state agencies.

2. Manage internal electronic catalogues.

Administrator

3

Administrative Procedure and Online Public Service Catalogue

1. Display the administrative procedure and online public service catalogue of the agency, subordinate units; update on the National Database of Administrative Procedures.

2. Organize and classify administrative procedures and online public services according to the entities performing the procedures (organizations, individuals), by service group (by topic), by level and providing authority for easy searching and use.

3. Standardize codes and names of administrative procedures and online public services; synchronize with the National Database of Administrative Procedures.

Administrator

4

Administrative Procedure Status Management

1. Establish/design the administrative procedure status catalogue, display the status on the information system for administrative procedure handling at the ministerial and provincial levels, specifically as follows:

a) Receiving files

- Single window unit receives files:

+ Status: Received.

+ Information: Date of file receipt (Example: August 15, 2023).

- Single window unit returns files that are incomplete, inaccurate, or outside its jurisdiction:

+ Status: Request for additional documents.

+ Information: Reason for requesting additional or completed documents.

- Single window unit returns files requested by organizations or individuals to withdraw their files:

+ Status: Returned.

- Single window unit refuses to accept files:

+ Status: Stop processing.

+ Information: Reason for refusing to accept.

b) Processing administrative procedures

- Single window unit transfers files:

+ Status: Under processing.

+ Information: Authority with jurisdiction to process.

- Authority with jurisdiction assigns processing:

+ Status: Under processing.

+ Information: Position, department, current processor.

- Processor handles the file when the administrative procedure does not require verification or the file already meets the conditions for submission to the decision-making authority:

+ Status: Under processing.

+ Information: Position, department, current processor.

- Processor handles the file when the file requires verification but does not meet the conditions for processing:

+ Status: Request for additional documents.

+ Information: Reason, required supplementary information.

- Processor handles the file after verification shows it does not meet the conditions for processing:

+ Status: Stop processing.

+ Information: Reason for non-processing.

- Processor handles the file when the file is under review by related authorities:

+ Status: Under processing.

+ Information: Position, department, current processor.

- Processor handles the file when the file is processed in a coordinated manner:

+ Status: Under processing.

+ Information: Position, department, current processor.

- Processor handles the file when the file exceeds the processing deadline:

+ Status: Under processing.

+ Information: Processing deadline, time exceeded (Example: Processing deadline August 15, 2023 – Exceeded by 3 days).

c) Delivering results

- Single window unit transfers files that have been processed for delivery:

+ Status: Completed processing.

+ Information: Result being delivered/Result delivered.

2. Define and manage the workflow for status transitions during file circulation and processing in the administrative procedure cycle.

Single window unit, authority with jurisdiction, assigned processor

5

Electronic File, Non-Interactive Forms, Interactive Forms

1. Electronic file:

a) Connect to national databases, specialized databases, and the National Public Service Portal to check the validity and completeness of the file according to the law, extract available electronic data, and avoid requiring organizations and individuals to provide duplicate information;

b) Electronic data of documents must include at least the following fields: Document type code; identification number of the organization or individual (supplement name, date of birth, issue date, issuing authority if the individual does not have a personal identification number); document name; summary of the main content of the document; validity period; scope of validity (if applicable);

c) Digitize components of the file that do not have electronic data, ensuring completeness and accuracy, and sign before transferring for processing;

d) Ensure that when printed, it displays equivalently to paper forms and allows users to enter information easily and accurately;

đ) File format in the electronic file after digitization: Text or image format;

e) Allow management of electronic case files such as entering case files, searching for case files, viewing lists of case files, and supplementing case files.

2. Non-interactive electronic forms:

a) Manage and store administrative procedure forms in electronic format; provide interfaces for staff to enter data and for organizations and individuals to monitor;

b) Manage the legal basis for the forms;

c) The forms have a standardized format, comply with legal regulations, ensure the ability to search, store, and share data, and provide sufficient information to support organizations and individuals during the administrative procedure process;

d) Establish/design the following minimum forms:

- Receipt for submission of case files and appointment to return results;

- Request form for supplementary and completion of case files;

- Refusal form for handling administrative procedures;

- Extension request form for processing time;

- Process control form;

- Evaluation form (regular and periodic);

- Result forms for administrative procedures;

- Other related forms (as needed in practice);

3. Interactive electronic forms (Applicable to the Ministry-level Public Service Portal operating until before March 1, 2026, pursuant to Clause 2, Article 40 of Decree No. 118/2025/NĐ-CP dated June 9, 2025 of the Government):

a) Provide in a selection mode so that users do not need to re-enter data already available in the database of the Ministry-level and Provincial-level Administrative Procedure Information System (including databases of internal information systems of ministries, provinces, and national databases, information systems with scope and scale from central to local levels connected and shared with the Ministry-level and Provincial-level Administrative Procedure Information System);

b) Provide direct guidance at each data entry point of the electronic form for users to view when necessary;

c) Store information entered by users into interactive electronic forms, allowing export to file or print on paper;

d) Directly sign digital signatures on electronic forms;

đ) Ensure compliance with current legal requirements;

Administrator

6

Case File Circulation

1. Allow circulation of case files between units within the agency to facilitate coordination in reviewing case files.

2. Update the status of processing during the administrative procedure process.

Receiving and Delivering Officer, Review Officer, Archivist

7

Administrative Procedure Circulation and Processing Workflow

1. Establish/design and manage the circulation and processing workflow of administrative procedure case files among departments and groups of processing officers. The process must allow dynamic adjustment (flexibility in establishing/designing the process and procedures).

2. In cases where the process specifies a timeframe: Allow setting deadlines at each processing stage of the workflow (note that the total processing time of all stages must be less than or equal to the deadline; allow setting processing times at each stage of the detailed workflow down to the minute). In cases without deadlines, there are no constraints on the total time of the stages compared to the overall process time.

3. The circulation and processing workflow must include a function requiring citizens and businesses to supplement case files (if the case files are not yet complete).

4. The circulation and processing workflow must reflect the resolution of administrative procedures upon receipt of case files through the Ministry-level and Provincial-level Administrative Procedure Information System, National Public Service Portal, and Central-to-Local Administrative Procedure Information System.

Administrator

8

Monitor the Administrative Procedure Case File Processing Process

1. Allow recording the processing process of administrative procedure case files over time.

2. Search for case file status and processing results.

Unit Leaders, Department Leaders, Review Officers, Receiving and Delivering Officers, Procedure Control Officers

9

Display the Administrative Procedure Circulation Workflow Visually

During definition and management as well as reporting, administrative procedure circulation and processing workflows are displayed in visual diagram form.

Administrator, Department Leaders, Unit Leaders

III

Kýsố and integrate withới C, amended and supplemented by Decree No. 109/2025/NĐ-CP and Decree No. 193/2025/NĐ-CPng eSign

10

Digital Signature

Ensure compliance with the following minimum requirements:

1. Allow verification of the subject signing and digital signature.

2. Allow checking the validity of the digital signature certificate.

3. Allow connection to the Public Digital Signature Certification Service Portal.

4. Allow storage and deletion of information accompanying signed data messages.

5. Allow modification, addition, or removal of digital signature certificates issued by agencies and organizations.

6. Notify the signer in writing or by symbol whether the digital signature was successfully applied to the data message or not.

All officers

11

Integration with Cổng eSign

Ensure compliance with the following minimum requirements:

1. Allow integration of digital signatures (public, specialized government use, secure electronic signatures).

2. Digital signatures comply with national technical standards and norms for digital signatures as prescribed by law.

3. Have a function to convert electronic forms before signing into common file formats such as: .pdf, .xml, .json.

4. Allow viewing of digitally signed documents after signing to check the accuracy of the signer's information.

5. Allow the signer to download signed documents to their device.

All officers

IV

Acceptance and Resolution of Administrative Procedures

12

Acceptance of Administrative Procedure Case Files

1. For case files accepted according to the methods stipulated in Clause 1 and Clause 2 of Article 15 of Decree No. 118/2025/NĐ-CP dated June 9, 2025 of the Government, ensure:

a) Connection and sharing of data with the electronic identification and authentication system to verify and authenticate information as provided in Point a, Clause 1, Article 17 of Decree No. 118/2025/NĐ-CP dated June 9, 2025 of the Government;

b) Connection and sharing of data with national databases, specialized databases, common information systems, and the National Public Service Portal to exploit existing electronic data of components of administrative procedure case files without needing to resubmit or resubmit;

c) Support for receiving and delivering officers: Display a list of required case files corresponding to the administrative procedures to be resolved.

d) Enter new file (according to the application form, declaration form, and related documents): Required information, identification information, and attached documents. Verify the completeness and compliance with regulations of the entered fields.

2. For files submitted online at the National Public Service Portal, ensure:

a) View the list of administrative procedure files submitted online at the National Public Service Portal sent to the central and provincial administrative procedure information systems;

b) Allow simple search and advanced search for online-submitted files;

c) Refuse to accept files, enter the refusal reasons (when not accepted by the reception officer);

d) Request corrections and supplements to the files (in cases where the files are incomplete or inaccurate), specify the contents, reasons, and provide specific guidance once;

đ) The online file reception officer transfers the file to the processing officer;

e) Display the list of received files according to the type of file with the following information: Administrative procedure type, file code, file content, date of return...;

g) Support verification and exploitation of organization and individual files that already exist to simplify the components of the file and related documents;

h) Support notification sent to the account of the administrative procedure information system of the officers, civil servants, officials, and staff receiving files at the One-Stop Shop;

3. General requirements when accepting administrative procedure files:

a) The file number of administrative procedures is automatically generated by the administrative procedure information system, uniformly used in transactions between agencies and organizations or individuals; between agencies and between systems. The structure of the file number of administrative procedures is regulated in Clause 2, Article 28 of Decree 118/2025/NĐ-CP dated June 9, 2025, of the Government;

b) After the file is accepted, the system has a mechanism to distinguish files received on the National Public Service Portal; files received directly at the One-Stop Shop or through public postal services as prescribed by the Prime Minister, through contracted services of enterprises or individuals, through delegation as prescribed by law, or mobile acceptance of administrative procedure files or on-site acceptance (inspection, evaluation outside the office premises) as prescribed by law;

c) Transfer the file to the competent agency for resolution: As stipulated in Article 18 of Decree 118/2025/NĐ-CP dated June 9, 2025, of the Government.

One-Stop Shop Officer

13

Supplementing Files

1. Display the list of files awaiting supplementation.

2. Allow updating supplementary information when organizations or individuals have supplemented all necessary information and documents.

3. Transfer for processing: In accordance with the law (by department or individual).

4. Support notification sent to the account of the administrative procedure information system of the reception officer when organizations or individuals have supplemented the file information.

Reception and Result Delivery Officer

14

Assigning File Review

1. Allow the head of the competent agency, department leaders to assign officers to review files transferred for processing to the agency or department.

2. Reassign for review.

3. Be ready to update the status and processing trail of electronic files with One-Stop Shops at various levels and other internal agencies through a shared and integrated platform at the ministry and provincial level.

4. Allow attaching multiple files and signing multiple files electronically (if applicable).

Head of Competent Agency, Department Leaders

15

Reviewing Files

1. Display the list of files currently being processed: File code, administrative procedure name, file content, date of return, file status.

2. Display full information of the selected file for processing and its components, attached documents.

3. Support processing files according to the predefined work categories: Files awaiting processing, files requiring supplementation, supplemented files awaiting processing.

4. Search by category: Files awaiting processing, files requiring supplementation, supplemented files awaiting processing, files already participated in processing.

5. Support delegated processing and extension of processing time (if permitted).

6. Extract and update electronic information and data from documents.

7. Digitize and update into the system.

8. Transfer the file to the Reception and Result Delivery Department if it does not meet the conditions (if applicable): tNotify the reasons and required supplementation, the processing time will be recalculated after receiving the complete file.

9. Request coordination processing for files that require opinions from relevant agencies or units:

a) Allow sending electronic documents, specifying the content, deadline for opinion, and method of reply;

b) Allow updating the content and results of participation in opinions into the central and provincial administrative procedure information systems.

10. Transfer for processing in cases where coordination is not required.

11. Submit for approval.

12. Update the status and processing trail of electronic files with relevant internal agencies through a shared and integrated platform at the ministry and provincial level.

13. Allow attaching multiple files and signing multiple files electronically (if applicable).

Reviewing Officer

16

Approving Files

1. Display the list of files awaiting approval. Allow transferring back to departments or processing officers if the draft result of administrative procedure resolution does not meet requirements and needs to be resubmitted.

2. Allow multiple approvals (in cases where the file must be circulated multiple times to other agencies for coordinated processing).

3. Allow approving multiple files (if applicable).

4. Return (Reject) the file, update directive comments.

5. Display the list of approved files. Display the list of returned files.

6. Support notifying organizations or individuals of overdue file processing via email, text message, phone, or social media allowed by authorized authorities (if applicable).

7. Update the status and processing trail of electronic files with relevant internal agencies through a shared and integrated platform at the ministry and provincial level.

Authorized Unit Leaders, Department Leaders for Approval

17

Stop Implementing Administrative Procedures

Maintain a complete status record of the file processing and suspend the implementation of administrative procedures for cases where organizations or individuals request to suspend the implementation of administrative procedures in accordance with Article 21 of Decree No. 118/2025/NĐ-CP dated June 9, 2025 issued by the Government.

Administrator

18

Deliver the results of administrative procedure resolution

1. Allow digital signing of the results of administrative procedure resolution and issuance in accordance with the regulations on archival work to provide electronic copies to organizations and individuals.

2. Display information on files that have been processed, the status of delivering results of the file; the completion time of file processing, waiting period for delivering results (used to determine whether the file is within or beyond the deadline).

3. Support notification of the time to fulfill financial obligations for administrative procedures that must be accompanied by financial obligations (if applicable).

4. Update information on delivering results to organizations and individuals, the time of delivering results and payment receipts according to regulations.

5. Update information on the recipient of the results (in cases of proxy receipt or authorized receipt).

6. Update result delivery data into the system. In cases where there are results but organizations or individuals do not bring original files for verification, update data indicating non-delivery of results until all conditions for delivering results are met as prescribed. In cases where files are returned, allow entry of notifications clearly stating reasons for non-resolution into the result delivery section.

7. Electronic versions of administrative procedure resolution results must ensure compliance with legal data message requirements, and these results must be assigned document numbers and stored in the National Database, specialized database, or file archive of the Administrative Procedure Resolution System at the ministry or provincial level.

8. The retention period for electronic administrative procedure files shall be carried out in accordance with legal regulations on archiving and specialized laws.

9. Interconnect electronic result delivery information with relevant agencies within the ministry or province (internal interconnection) through a shared platform at the ministry or provincial level.

10. Synchronize electronic versions of administrative procedure resolution results and file result delivery status to the National Public Service Portal to deliver results to organizations and individuals.

Reception and Result Delivery Officer

V

Features

19

Printing function

Direct printing from the software (can print immediately during the processing step and reprint later) the following types of documents:

1. Receipt of file submission and appointment for result delivery;

2. Request form for supplementary and completed files;

3. Refusal form for administrative procedure file resolution;

4. Extension request form for processing time;

5. Process control form;

6. Evaluation form (regular and periodic).

Unit Leaders, Department Leaders, Review Officers, Receiving and Delivering Officers, Procedure Control Officers

20

Notification and reminder

Function to notify overall file situation under the processing and resolution authority of staff, displayed by file type in the staff's working interface:

1. For Receiving and Result Delivery Staff:

a) Number of files awaiting reception;

b) Number of files awaiting supplementation;

c) Number of files awaiting result delivery;

d) Number of supplemented files awaiting reception;

đ) Number of files being processed;

e) Number of rejected files;

g) Number of files approaching expiration date;

h) All files.

2. For Reviewing Staff:

a) Number of files under review awaiting resolution (within/beyond deadline);

b) Number of files awaiting supplementation;

c) Number of files awaiting signature.

3. For Heads of Departments:

a) Number of files awaiting assignment for review (within/beyond deadline);

b) Number of files awaiting approval;

c) Number of files awaiting leadership approval;

d) Number of files participating in processing.

4. For Unit Leaders: Notification function for number of files awaiting approval.

5. Remind overdue tasks. Notify when new tasks requiring processing are received.

6. Support integration of reminders on other shared systems such as internal information systems of ministries and provinces (if available).

All officers

21

Search

1. Search for information based on basic attributes associated with administrative procedure files such as: Time range of receipt, field, processing unit, resolution deadline, resolution status, administrative procedure, citizen name, business name.

2. Can search by individual criteria or combine multiple criteria.

All officers

22

Virtual assistant

Provide a virtual assistant to support civil servants in handling administrative procedures and online public services.

All officers

VI

Statistical reports

23

Report

1. Generate statistical reports based on various criteria: Field, time, processing unit, status, processing process, processing staff.

2. Support functions to create reports in common formats (as per Circular No. 39/2017/TT-BTTTT dated December 15, 2017 issued by the Ministry of Information and Communications regarding Technical Standards for Information Technology Applications in State Agencies) such as text documents, spreadsheets, presentations.

3. Publicly disclose the status of file processing by period.

4. Print statistical reports directly from the software.

5. Allow searching and exporting information on organizations and individuals using public services for reporting or surveys.

6. Generate visual statistical reports on administrative procedure resolution outcomes in graphical form (charts, diagrams, images...).

Unit Leaders, Department Leaders, Review Officers, Receiving and Delivering Officers, Procedure Control Officers

24

Report forms

1. Allow definition of report forms based on all attributes associated with administrative procedure files, processing situation reports, regular reports.

2. Personalize report forms. Allow users to save their own report formats and reuse them as needed.

3. Customize visual reports through the interface.

4. Allow export of reports in text, spreadsheet, presentation formats as per Circular No. 39/2017/TT-BTTTT dated December 15, 2017 issued by the Ministry of Information and Communications (e.g., .docx, .xlsx, .pdf...) and according to periodic and ad hoc reporting requirements within the jurisdiction of ministries, sectors, and localities.

Administrator

25

Statistics on file resolution status

Statistics on the resolution status of online public service files throughout the entire process, partial online public services, online information provision services, and all files. Minimum statistical data by month, quarter, year, administrative procedure field, and cumulative from the beginning of the year to the current date, specifically as follows:

1. Number of files received.

2. Number of files currently being processed.

3. Number of files resolved (for files received in the current year).

4. Number of files resolved within the deadline.

5. Number of files resolved beyond the deadline.

6. Number of public services used.

All subjects

VII

Management and operation

26

Status inquiry

1. Inquiry on status and results of processing files of organizations and individuals.

2. Support for inquiry through: QR code, file number, mobile applications, SMS or authorized OTT applications... The minimum requirement is the ability to inquire through file number.

Reception and Result Delivery Officer

27

Directive and management

Provision of information on directives and management:

1. Information on operational files requiring processing.

2. Public information on the status of processing files according to periods: number of files processed within deadline, number of files overdue.

3. Inquiry and guidance on administrative procedures for organizations and individuals.

4. Detailed information on the process of file handling such as: file status; which department the file is currently with; steps the file has gone through; which department is overdue; who directly handles the file (if applicable); files approaching deadline for return.

Unit leaders, Department heads, Managers, Organizations, Individuals submitting files

VIII

Electronic data storage repository of organizations and individuals

28

Management of electronic data storage repository of organizations and individuals

The electronic data storage repository of organizations and individuals must ensure:

1. Configurable synchronization of lists of administrative procedures, results, and components of paper files.

2. Reuse of documents from the electronic data storage repository at the central or provincial level; if there are no documents, the electronic data storage repository at the central or provincial level will request from the National Public Service Portal's electronic data storage repository.

3. Statistics on the situation of storage and reuse of documents on the electronic data storage repository of organizations and individuals.

4. Design of dynamic forms for various stored documents to record important information fields of documents.

5. Statistics on storage capacity for each organization and individual.

6. Compliance with current legal regulations regarding the retention of files received and results of administrative procedure resolution.

7. Compliance with the ability to convert electronic files and results of administrative procedure resolution into paper documents as stipulated in Article 18 of Decree No. 45/2020/NĐ-CP dated April 8, 2020 of the Government.

8. Available information synchronized with the National Public Service Portal.

Managers, Authorized Officers assigned management duties

29

Use of electronic data storage repository of organizations and individuals

1. Allow storage and reuse of components of electronic files and results of administrative procedure resolution.

2. Allow storage of files refused for acceptance by organizations and individuals.

3. Provide the electronic data storage repository of organizations and individuals to support organizations and individuals in managing and retaining electronic information and data related to their administrative transactions as stipulated in Clause 3, Clause 4 of Article 16 of Decree No. 45/2020/NĐ-CP dated April 8, 2020 of the Government.

Managers, Appraisers, Acceptance and Result Delivery Officers, Authorized Officers assigned management duties

IX

Interconnection, integration and sharing of informationnationalInterconnection, integration and sharing of information with systems

30

Interconnection, integration and sharing of information with systems

1. Ensure the capability for integration of electronic payment.

2. Ensure the capability for integration of eSign portal.

3. Ensure the capability for integration of electronic invoices.

4. Ensure the capability for integration of postal/civic postal services.

5. Ensure the capability for integration of software and databases (e.g., national database on population, document management software, criminal record management software, civil registration, business registration, enterprise file information lookup...).

6. Ensure the capability for integration of information exchange services, including at least:

a) Email service;

b) Internet provision service (authorized OTT applications);

c) SMS service;

d) Applications managed by ministries and localities (if any): Applications managed by ministries and localities, facilitating information and data exchange between organizations and individuals and government agencies such as iHanoi, Hue-S...

Administrator

31

Interconnection, integration and sharing of information with the National Public Service Portal

1. Implement interconnection, integration and sharing of information with the National Public Service Portal in accordance with current regulations.

2. Ensure full synchronization of information and status on the situation of receipt, processing and results of administrative procedure resolution with the National Public Service Portal.

Administrator