Decree No. 118/2025/NĐ-CP On Implementing Administrative Procedures Under the One-Stop Shop Mechanism and the Interconnected One-Stop Shop Mechanism at the One-Stop Shop Unit and the National Public Service Portal

 DECREE

On Implementing Administrative Procedures under the One-Stop Shop Mechanism and the Interconnected One-Stop Shop Mechanism

at the One-Stop Shop Unit and the National Public Service Portal

                           

On the basis of Law on Government Organization dated February 18, 2025;

Pursuant toThe Electronic Transactions Law dated June 22, 2023;

On the basis of The Local Government Organization Law 2025;

At the proposal of the Minister, Head of the Government Office;

The Government issues this Decree on implementing administrative procedures under the One-Stop Shop Mechanism and the Interconnected One-Stop Shop Mechanism at the One-Stop Shop Unit and the National Public Service Portal.

PART I
GENERAL PROVISIONS

Article 1. Scope of Regulation

1. This Decree stipulates the implementation of administrative procedures under the One-Stop Shop Mechanism and the Interconnected One-Stop Shop Mechanism at the One-Stop Shop Units for Ministries and Ministerial-Level Agencies, Provincial Public Service Centers, Commune-level Public Service Centers, and through the National Public Service Portal.

2. This Decree does not regulate the implementation of administrative procedures under the National Single Window Mechanism as provided for in the Law on Customs.

Article 2. Applicability

1. Administrative procedure handling agencies

a) Ministries, ministerial-level agencies; departments, bureaus under ministries, ministerial-level agencies with the responsibility and authority to handle administrative procedures and participate in the process of handling administrative procedures;

b) Provincial People's Committees, Commune-level People's Committees; specialized agencies under provincial and commune-level People's Committees; management boards of industrial zones, export processing zones, economic zones, high-tech parks with the responsibility and authority to handle administrative procedures;

2. Civil servants, public officials, and employees responsible for handling administrative procedures within the agencies specified in Clause 1 of this Article.

3. Postal service enterprises providing public postal services, enterprises providing services to perform supporting tasks under service contracts, and employees under labor contracts concluded in accordance with the provisions of the law.

4. Organizations and individuals requesting the implementation of administrative procedures (hereinafter referred to collectively as organizations and individuals).

5. Organizations and individuals hired or authorized to implement administrative procedures in accordance with the provisions of the law.

6. It is encouraged for public service units, state-owned enterprises, and other agencies and organizations to apply this Decree in handling administrative procedures for organizations and individuals.

Article 3. Explanation of Terms

In this Decree, the following terms shall be understood as follows:

1. The One-Stop Shop mechanism in handling administrative procedures is a method of receiving applications, processing, and delivering results of administrative procedure handling, monitoring, supervising, and evaluating the handling of administrative procedures for organizations and individuals by one competent agency through the One-Stop Shop Unit as specified in Clause 3 of this Article.

2. The Interconnected One-Stop Shop mechanism in handling administrative procedures is a method of cooperation among competent agencies in receiving applications, processing, and delivering results of handling one administrative procedure or a group of related administrative procedures, monitoring, supervising, and evaluating the handling of administrative procedures for organizations and individuals through the One-Stop Shop Unit as specified in Clause 3 of this Article.

3. The One-Stop Shop Unit is the common name for the Application Receiving and Result Delivery Units for Ministries, Provincial Public Service Centers, and Commune-level Public Service Centers that perform the duties and powers of guiding, receiving, processing, transferring application files for processing, delivering results of administrative procedure handling, monitoring, supervising, and evaluating the handling of administrative procedures for organizations and individuals.

6. Implementation of administrative procedures without dependence on territorial boundaries means allowing organizations and individuals to submit applications and receive results of administrative procedure handling through online forms at the National Public Service Portal or through postal services or directly at any One-Stop Shop Unit to facilitate the implementation by organizations and individuals, regardless of the level of government, territorial boundaries of residence, location of headquarters, or place where various types of documents were issued to organizations and individuals.

7. Implementation of administrative procedures without dependence on territorial boundaries within the province means allowing organizations and individuals to submit applications and receive results of administrative procedures within the jurisdiction of administrative agencies in the province or centrally governed city through online forms at the National Public Service Portal or through postal services or directly at any One-Stop Shop Unit within the province to facilitate the implementation by organizations and individuals, regardless of the level of government, territorial boundaries of residence, location of headquarters, or place where various types of documents were issued to organizations and individuals.

8. Evaluation of administrative procedure handling is the observation and conclusion of competent agencies, organizations, and individuals regarding the quality and progress of the guidance, receipt, processing, and delivery of results of administrative procedure handling by the One-Stop Shop Unit, civil servants, public officials, employees performing the task, and the administrative procedure handling agency.

Article 4. Principles for Implementing the Single Window Mechanism

1. The satisfaction of organizations and individuals shall be the measure of the quality and effectiveness of service provided by civil servants and competent authorities.

2. Administrative procedures for organizations and individuals under the Single Window Mechanism shall be centrally managed and uniformly regulated.

3. Administrative procedures shall be resolved promptly, conveniently, in accordance with the law, fairly, equally, objectively, transparently, and with close cooperation among competent authorities.

4. The process of resolving administrative procedures shall be urged, inspected, monitored, evaluated through various methods based on the promotion of information technology application and the participation of organizations and individuals.

5. No additional costs for implementing administrative procedures for organizations and individuals beyond what is stipulated by law shall be incurred.

6. Civil servants and competent authorities shall fulfill their duty to explain the performance of public duties in resolving administrative procedures in accordance with the provisions of the law.

7. Compliance with Vietnamese laws and international agreements related to the implementation of the Single Window Mechanism in resolving administrative procedures that the Socialist Republic of Vietnam has signed or joined shall be observed.

Article 5. Prohibited Actions in Resolving Administrative Procedures Under the Single Window Mechanism

1. Staff assigned tasks to guide, receive files, resolve, and deliver results of administrative procedures under the Single Window Mechanism at the One-Stop Service Unit and at the competent authority shall not perform the following actions:

a) Abuse of power, harassment, causing inconvenience, or difficulties for organizations and individuals in performing administrative procedures;

b) Obstructing organizations and individuals from choosing forms of submitting files, receiving, and delivering results of administrative procedures as prescribed by law;

c) Illegally interfering with or preventing the transmission, sending, receiving, altering, deleting, falsifying, copying, or moving electronic data related to administrative procedures;

d) Disclosing information about files, documents, personal data, and other confidential information of organizations and individuals, or using such information for personal gain;

đ) Refusing to implement, delaying the resolution time of administrative procedures, or arbitrarily requesting supplementary files, papers, or payment of fees outside the provisions of the law;

e) Directly dealing with organizations and individuals to request supplementary or completed files without going through the One-Stop Service Unit, except where otherwise provided by law;

g) Shifting responsibility, lacking cooperation, being unfair, not objective, or not in accordance with the law during the resolution of administrative procedures;

h) Behaving or communicating in a manner inconsistent with the regulations of office culture;

i) Requesting the provision of duplicate information, electronic documents, or digitized documents with legal value, which have been connected and shared during the receipt and resolution of administrative procedures, except for purposes of verifying the authenticity of digitized information, documents, or files;

k) Other violations of the law in the performance of public duties.

2. Organizations and individuals requesting the resolution of administrative procedures shall not perform the following actions:

a) Fraud, impersonation, theft, or illegal use of files, documents, and results of administrative procedures;

b) Obstructing the resolution of administrative procedures for organizations and individuals;

c) Using other means to deceive, bribe staff, civil servants, officials, or employees during the resolution of administrative procedures;

d) Slandering, reporting, making complaints, lodging accusations, or falsely accusing others of violating the law by staff, civil servants, officials, or competent authorities in guiding, receiving, resolving, and delivering results of administrative procedures;

đ) Insulting the reputation of competent authorities; using violence, threatening to use violence, or insulting the dignity and personality of staff, civil servants, officials, or competent authorities during the guidance, receipt, resolution, and delivery of results of administrative procedures;

e) Making unfair, untruthful, non-transparent, or inaccurate comments or evaluations regarding the performance of tasks by staff, civil servants, officials, or competent authorities during the guidance, receipt, resolution, and delivery of results of administrative procedures;

g) Other violations as prescribed by law.

3. Postal service enterprises providing public interest services, enterprises providing services to support tasks, and individuals hired or authorized to perform administrative procedures shall not perform the following actions:

a) Obstructing the implementation and resolution of administrative procedures;

b) Deceiving staff, civil servants, officials, competent authorities, hiring organizations, or those who authorize the performance of administrative procedures;

c) Disclosing information about files, documents, personal data, and other confidential information of organizations and individuals, or using such information for personal gain;

d) Other violations as prescribed by law.

Article 6. Powers and responsibilities of organizations and individuals implementing administrative procedures

1. Powers in implementing administrative procedures

a) To be guided in preparing and submitting files, receiving Receipts for File Submission and appointment letters for result delivery;

b) To refuse to implement requests not stipulated in legal normative documents regulating administrative procedures;

c) To reflect, propose recommendations to competent authorities regarding the unnecessary, unreasonable, and unlawful nature of administrative procedures;

d) To report, propose recommendations, lodge complaints, and file accusations against civil servants, public officials, employees when there is evidence proving that their guidance, receipt, handling, and result delivery of administrative procedures are not in accordance with the law and other illegal acts related thereto;

đ) Other rights as prescribed by law.

2. Responsibilities

a) To bear responsibility for the legality and accuracy of documents in the file and provide all relevant information;

b) When collecting the results of administrative procedure resolution at the One-Stop Service Center, they must bring along the Receipt for File Submission and appointment letter for result delivery; in case of loss, they need to present personal identification documents and provide relevant information about the administrative procedure to receive support;

c) In cases where they are authorized to submit files or collect results on behalf of others, they must carry an authorization letter from the authorizing person;

d) To fully comply with regulations on administrative procedure resolution and One-Stop Service Center regulations; to pay all required fees, charges, and other financial obligations (if applicable) as prescribed;

e) To bear legal responsibility for violations stipulated in Clauses 2 and 3 of Article 5 of this Decree and other relevant laws;

Chapter II
ORGANIZATION, RELATIONSHIP OF WORK, AND HEADQUARTERS OF THE ONE-STOP SERVICE CENTER

Article 7. Organization of the One-Stop Service Center

1. At the central level

a) Based on the number of administrative procedures within its jurisdiction, frequency of file submission, and office space conditions, the Minister, Head of the equivalent agency decides to establish a Reception and Result Delivery Unit at the ministry, equivalent agency's office, or at subordinate agencies and units under the ministry, equivalent agency. In cases where the Reception and Result Delivery Unit is established at subordinate agencies and units under the ministry, equivalent agency, the ministry, equivalent agency's office oversees, supervises, and urges the implementation of the one-stop mechanism through the central-level administrative procedure resolution information system;

b) For central agencies organized vertically at local levels, the head of the agency arranges civil servants, public officials, and employees to work at the provincial-level Public Administrative Service Center, communal-level Public Administrative Service Center to receive and resolve administrative procedures within their jurisdiction as stipulated in Point c Clause 2 Article 14 of this Decree;

c) Based on principles and other provisions of this Decree, the Ministers of National Defense and Public Security decide on the implementation of the one-stop mechanism suitable to the working conditions of each ministry;

d) Based on this Decree, other laws, international treaties to which the Socialist Republic of Vietnam has acceded or joined, and specific conditions and circumstances of each country and region, the Minister of Foreign Affairs decides on the implementation of the one-stop mechanism to resolve administrative procedures at diplomatic missions, consular offices, and Vietnamese representative offices in international organizations abroad;

2. At the provincial level

a) The Provincial People's Committee decides to establish a provincial-level Public Administrative Service Center as an administrative organization under the Provincial People's Committee Office, having its own seal and account to perform assigned tasks and powers;

If this model is not chosen, the City People's Committee decides to establish a provincial-level Public Administrative Service Center according to Point a Clause 2 of this Article;

3. At the commune level

b) The Commune People's Committee decides on the arrangement of points for receiving and delivering results of administrative procedure resolution of the commune-level Public Administrative Service Center in the locality based on natural area, population size, socio-economic conditions, and the number of administrative procedure files;

c) Not to organize a commune-level Public Administrative Service Center under the Commune People's Committee in localities choosing the single-level Public Administrative Service Center directly under the Provincial People's Committee;

4. Based on actual circumstances, the Minister, Head of the equivalent agency, Chairman of the Provincial People's Committee decides on the implementation of the mechanism for businesses to provide postal public service and services to undertake supporting tasks such as guiding, receiving, digitizing files, and delivering results of administrative procedure resolution in accordance with the law on bidding;

5. Other cases shall be implemented according to the Prime Minister's decision.

Article 8. Tasks and Authorities of the One-Stop Service Unit

1. General tasks and authorities

a) Timely and fully publicize via electronic means or in writing the list and content of administrative procedures within its jurisdiction and carried out at the One-Stop Service Unit in accordance with laws on administrative procedure control and related laws; simultaneously assist organizations and individuals encountering difficulties in accessing publicly available information through electronic means;

b) Guide, receive, check the legality and completeness of files in accordance with regulations; digitize and transfer files to competent agencies for handling administrative procedures; deliver results of administrative procedure resolution to organizations and individuals in accordance with the law; collect fees, charges, and financial obligations (if applicable) as prescribed; refuse to accept files that do not comply with regulations;

c) Coordinate with relevant agencies and units to resolve and deliver results of administrative procedures for organizations and individuals when immediate resolution is required on the same day or when such procedures are assigned or delegated to staff at the One-Stop Service Unit for resolution; support organizations and individuals in implementing online public services; request relevant agencies and units to provide information and documents necessary for receiving and resolving administrative procedures;

d) Take the lead in monitoring, supervising, evaluating, and urging relevant agencies and units to resolve and deliver results according to the approved process; require competent agencies to inform about the receipt and progress of administrative procedure resolution for organizations and individuals; urge agencies and units to handle overdue files;

đ) Receive, process, or report to competent agencies for handling complaints, suggestions, grievances, and accusations from organizations and individuals related to the implementation of administrative procedures at the One-Stop Service Unit or related to staff, officials, employees, and competent agencies during the resolution of administrative procedures; transfer explanations from competent agencies to organizations and individuals as prescribed;

e) Coordinate with relevant agencies and units to organize training and enhance professional skills for staff working at the One-Stop Service Unit; monitor, urge, comment, and evaluate compliance with work discipline, internal rules, and regulations for staff working at the One-Stop Service Unit;

g) Arrange, manage, and propose upgrades to physical infrastructure and equipment to meet operational requirements of the One-Stop Service Unit as stipulated in Article 13 of this Decree; provide necessary legal support services, financial obligation payments, foreign language and ethnic language translation (if needed), photocopying, printing of documents, and other necessary services for organizations and individuals based on approved prices when requested;

h) Propose solutions for innovation and improvement to enhance service quality and efficiency, facilitating organizations and individuals in implementing administrative procedures; organize or coordinate in organizing information dissemination and promotion regarding the activities of the One-Stop Service Unit and the implementation of administrative procedures under the one-stop mechanism;

i) Perform other tasks assigned by law and directed by the head of the ministry, sector, or locality;

2. In addition to the tasks and authorities specified in Clause 1 of this Article, the Provincial Public Administrative Service Center has the function of advising and assisting the Chairman of the People's Committee of the province in organizing the implementation of administrative procedure control work within the province, including the following tasks:

a) Guide, monitor, urge, and inspect the implementation of administrative procedure control work and the execution of administrative procedures by agencies and organizations under the management of the provincial People's Committee; compile the situation and results of implementation, and report as prescribed;

b) Organize the implementation of tasks for administrative procedure reform and the one-stop mechanism in resolving administrative procedures at the local level; communication work on administrative procedure reform;

c) Provide comments on administrative procedures stipulated in draft normative legal documents within the authority to promulgate of the provincial People's Committee;

d) Control the quality of publication and publicizing of administrative procedures within the jurisdiction of various levels of government in the province; control the provision of administrative procedures on the electronic environment for administrative procedures within the scope of local resolution;

đ) Study and propose policies, solutions, and innovations for administrative procedure reform and related regulations; replicate successful models and methods in administrative procedure reform for decision-making by authorized bodies; evaluate and handle the results of administrative procedure reviews as prescribed by law;

e) Receive and process complaints and suggestions from organizations and individuals regarding regulations, administrative procedures, and the implementation of administrative procedures within the management scope of the People's Committee and the Chairman of the provincial People's Committee;

3. The One-Level Public Administrative Service Center performs the following tasks:

a) Take the lead and coordinate with specialized agencies of the province and district People's Committees under the province to perform the tasks specified in Clause 1 of this Article throughout the province or centrally-administered city.

b) Chair and advise the People's Committee of the province/city under the central government, and the Chairman of the People's Committee of the province/city under the central government on administrative procedure control, including the tasks mentioned in points a, b, c, d, đ, e, g of Clause 2 of this Article within the entire province/city under the central government.

4. In addition to the tasks specified in Clause 1 of this Article, the Commune-level Public Service Center shall perform administrative procedure control tasks within its authority, build electronic governance, monitor the application of information technology at the Commune-level People's Committee.

Article 9. Responsibilities of the Head of the One-stop Service Unit

1. Directly manage and be responsible before the head of the competent authority for all activities of the One-stop Service Unit, urge relevant agencies and functional units to handle administrative procedures in accordance with regulations; report and propose measures to deal with cases where administrative procedures are not handled within the prescribed time and quality to the head of the competent authority.

2. Regularly every three months or at any time, the head of the One-stop Service Unit shall work with the competent authorities whose administrative procedures are received and processed at that level of the One-stop Service Unit to exchange views on management, operation, implementation of tasks, and the situation of receiving files and processing administrative procedures by specialized agencies at the One-stop Service Unit.

3. Manage working hours, progress in handling assigned tasks, attitude, conduct, and behavior of staff members assigned to work at the One-stop Service Unit, and inform their dispatching agencies monthly; refuse to accept or proactively propose to the dispatching agency to replace staff members who violate labor discipline, have inappropriate attitudes, conduct, and behavior, lack the required professional qualifications, or engage in other illegal acts.

4. Assign tasks to deputy heads, staff members in accordance with their capabilities and professional expertise; inspect and urge the completion of assigned tasks, and carry out information and reporting work as prescribed.

5. Coordinate with dispatching agencies and units to examine and handle violations by staff members, and publicly disclose the results of such handling to organizations and individuals who have raised complaints, petitions, or accusations regarding the violations committed by staff members.

6. Proactively request the head of the competent authority to adjust or withdraw staff members from the One-stop Service Unit or replace them with personnel under the management of the One-stop Service Unit promptly when there is a significant increase or decrease in the number of organizations and individuals coming to handle administrative procedures, or when there are too few newly generated files, or when staff members are absent or on leave according to regulations.

7. The head of the Public Service Centers at various levels authorized to sign contracts with enterprises providing postal services, support services, and human resources meeting the professional conditions to undertake certain positions in common professional tasks such as guidance, receipt, digitization of files, and delivery of results of administrative procedure resolution at the Public Service Centers.

8. Publicize at the office premises and on the electronic bulletin board of the One-stop Service Unit the information including the name, position, and phone number of the head and deputy head of the One-stop Service Unit; the name, position, field of work, and phone number of staff members assigned to work at the One-stop Service Unit.

9. Timely handle or transfer to the competent authority for handling any violation of laws by organizations, individuals, staff members occurring at the One-stop Service Unit.

10. Organize protection, fire prevention and firefighting, ensure security and safety for staff members, organizations, and individuals coming to handle administrative procedures at the One-stop Service Unit office premises.

11. Manage and submit to the competent authority for approval the procurement, leasing, renovation, repair, maintenance, replacement, supplementation, and disposal of assets and technical facilities at the One-stop Service Unit in accordance with the law; scientifically and reasonably arrange areas for providing information, handling administrative procedures, and equipment serving organizations and individuals coming to handle administrative procedures.

Article 10. Personnel working at the One-Stop Service Unit

1. At the Department for Receiving and Delivering Results at the Ministry level

a) The Department for Receiving and Delivering Results at the ministry or equivalent agency shall be headed by a leader from the ministry's office; in cases where such a department is established within subordinate agencies or units under the ministry, it shall be headed by a leader from the bureau’s office.

b) Staff members receiving and processing administrative procedures at the Department for Receiving and Delivering Results shall be assigned by specialized departments with administrative procedures or belong to enterprises contracted for service provision according to the law.

2. At the Provincial Administrative Services Center

c) The Provincial Administrative Services Center and a single-level Provincial Administrative Services Center shall have civil servants, officials, and employees under their management to perform tasks; staff members from provincial specialized agencies, central organizations operating vertically at the local level shall be assigned to perform tasks; personnel from enterprises providing public postal services and service supply enterprises shall perform supporting work according to labor contracts signed.

3. At the Commune Administrative Services Center

b) The Commune Administrative Services Center shall have civil servants, officials, and employees under its management, as well as staff members from specialized departments and central organizations operating vertically at the local level assigned to perform tasks; personnel from enterprises providing public postal services and service supply enterprises shall perform supporting work according to labor contracts signed.

4. Central organizations operating vertically at the local level shall assign staff members to work at the Provincial Administrative Services Center and the Commune Administrative Services Center according to the provisions of Clause 2 and Clause 3 of this Article.

Article 11. Qualifications, responsibilities, benefits, and term of employment for personnel working at the One-Stop Service Unit

1. Standard

a) Having a minimum of two years of work experience in the assigned field, possessing appropriate professional qualifications, meeting the requirements of the position for cadres, civil servants, and officials;

b) Enterprises providing services to support administrative procedures according to service contracts and personnel assigned must meet all standards and conditions stipulated by the Government regarding contracts for certain types of work in administrative agencies and public institutions, and according to the signed contracts;

c) Possess good moral character and high sense of responsibility in performing assigned tasks;

d) Maintain courteous, amiable, open, friendly, and proper conduct and communication style in accordance with workplace cultural regulations.

2. Responsibilities

a) Strictly and fully comply with the provisions of this Decree and other relevant laws;

b) Facilitate organizations and individuals in performing administrative procedures;

c) Provide comprehensive, clear, and accurate guidance for organizations and individuals in performing administrative procedures; if modifications or supplements to the dossier are required, they can only be requested once;

d) Receive, digitize, process, or transfer dossiers, monitor the handling of administrative procedures for organizations and individuals as prescribed; update received dossiers into the management software and issue administrative procedure dossier numbers for organizations and individuals;

đ) Proactively advise and propose innovative improvements in handling administrative procedures; promptly identify and report to competent authorities to amend, supplement, change, or revoke administrative procedure regulations that violate the law, are unfeasible, or are inconsistent with actual circumstances of ministries, sectors, or localities;

e) Wear uniforms or industry-specific attire as prescribed, and wear identification cards for civil servants, officials, and employees while performing duties;

g) Participate in professional activities, party, and mass organization meetings, performance evaluations, commendations, and disciplinary actions at the sending agency;

h) Comply with relevant laws and regulations.

3. Benefits

a) Receive training in professional skills, information technology, and cultural behavior and communication with organizations and individuals;

b) Participate in theoretical political studies, state administration management, foreign languages, computer science, and other fields both domestically and internationally as prescribed by law;

c) Be entitled to compensatory leave (if working overtime, on holidays, weekends);

d) Receive salaries, allowances, bonuses, and other policies and benefits (if applicable) at the sending agency.

4. Term of Employment for Cadres, Civil Servants, and Officials Assigned to the One-Stop Service Unit

The head of the personnel management agency assigning them shall decide the term of duty for cadres, civil servants, and officials assigned to the One-Stop Service Unit, which shall not be less than twelve months and not more than thirty-six months per assignment period, except as provided in Clause 8 of Article 12 of this Decree.

Article 12. Responsibilities of the Authority with Competence to Assign Officials, Civil Servants, and Employees

1. Assign officials, civil servants, and employees who meet the standards prescribed in Clause 1, Article 11 of this Decree to work at the One-Stop Service Center.

2. Guide, urge, and inspect officials, civil servants, and employees in receiving, examining, or cooperating in examining related files; transfer the file to the competent authority for handling interlinked administrative procedures; approve or submit to the competent authority for approval of administrative procedure files and deliver the results of administrative procedure resolution to organizations and individuals at the One-Stop Service Center.

3. Coordinate with the One-Stop Service Center to develop detailed and clear procedures for resolving administrative procedures, timeframes for resolution, and steps to ensure continuous processing time, subject to approval by the competent authority.

4. Assign tasks to officials, civil servants, and employees to regularly check and update the progress of each file on the management software to resolve administrative procedures according to regulations.

5. Proactively notify in writing to the One-Stop Service Center about the reasons for delayed file resolution, accompanied by an apology letter to organizations and individuals and reschedule the result delivery time.

6. Timely announce and update changes to administrative procedures that are publicly disclosed in writing or electronically at the One-Stop Service Center.

7. Provide full information related to the field of work, ensuring all rights of officials, civil servants, and employees working at the One-Stop Service Center.

8. Agree with the One-Stop Service Center on the number and list of officials, civil servants, and employees assigned to work; establish and implement plans for arranging reserve or replacement personnel under the management authority of the One-Stop Service Center to ensure continuous receipt and delivery of file results without interruption in case of absence due to leave, compensatory leave, illness, personal business, study, official travel, or significant fluctuations in the number of newly generated files. In cases where assigned officials, civil servants, and employees fail to complete their tasks or have low satisfaction levels, the main unit shall be responsible for replacing them upon request from the One-Stop Service Center.

9. Monthly settle fees and charges for implementing administrative procedures, other financial obligations with the One-Stop Service Center collected at the One-Stop Service Center (if applicable).

10. Coordinate with the head of the One-Stop Service Center to evaluate and comment on the performance of civil servants and employees during their work at the One-Stop Service Center according to this Decree.

11. For enterprises providing services to support the assignment of personnel meeting the standards prescribed in Clause 1, Article 11 of this Decree and the contents stipulated in the service contract.

Article 13. Arrangement of Office Premises and Equipment of the One-Stop Service Center

1. The One-Stop Service Center should be located in a convenient and easily accessible position with suitable area to perform its duties, with the scale of area matching the number of transactions resolved at the One-Stop Service Center daily.

The Minister, Head of equivalent agencies, Chairman of Provincial People's Committees, Commune People's Committees shall base on the actual situation of receiving administrative procedure files at their respective ministries, sectors, localities to arrange appropriate positions and areas, prioritizing upgrading and renovating existing office premises or leasing, converting the functions of existing facilities to avoid waste. In cases of constructing new premises, it must be approved by the competent authority and comply with laws on investment, construction, and other relevant laws.

2. Equipment

a) Based on the nature of work and the actual situation at the agency or unit, and the standards and quotas for machinery and equipment provided to state agencies, the Minister, Heads of agencies, Chairmen of People's Committees at all levels shall decide within their competence regarding the equipment and working tools of the One-Stop Service Center, meeting the needs of work and application of information technology in state agency activities;

b) At the One-Stop Service Center: Arrange areas for providing information and administrative procedures; areas supporting online public service implementation; areas for receiving and delivering results divided into separate counters corresponding to one or several different fields, where based on scale and area, guidance counters or counters reserved for the elderly, pregnant women, people with disabilities can be organized; arrange sufficient seating, writing desks, internet-connected computers for organizations and individuals coming to transact and implement online public services; install cameras to monitor the entire working area of the One-Stop Service Center connected to higher-level state agencies and throughout the system; arrange areas for placing equipment: automatic number-taking machines connected to the Administrative Procedure Resolution Information System; touch screens for organizations and individuals to search for information, administrative procedures, search for administrative procedure resolution results, satisfaction ratings; equipment for digitizing files and documents; arrange areas for providing support services as stipulated in Point g, Clause 1, Article 8 of this Decree.

Encourage the integration of various utility services to complement and serve the needs of organizations and individuals when transacting at the One-Stop Service Center.

Chapter III
SCOPE OF RECEIPT AND PROCEDURES FOR ADMINISTRATIVE PROCEDURE RESOLUTION

Article 14. Scope of Acceptance of Administrative Procedures at One-Stop Service Units

1. The Receiving and Result Delivery Unit at the central level shall accept administrative procedures within its jurisdiction or those that require joint processing by subordinate units under the ministry or equivalent agencies. The Receiving and Result Delivery Unit at agencies or units under ministries or equivalent agencies shall accept administrative procedure files within their own jurisdiction or those requiring joint processing by their own agency or unit.

2. Provincial Public Administrative Service Centers and Commune-level Public Administrative Service Centers shall accept administrative procedures regardless of administrative boundaries within the provincial scope, including:

a) Administrative procedures within the jurisdiction or requiring joint processing by the People's Committee of the province, the Chairman of the People's Committee of the province, and specialized agencies under the People's Committee of the province;

b) Administrative procedures within the jurisdiction or requiring joint processing by the People's Committee of the commune, the Chairman of the People's Committee of the commune, and specialized agencies under the People's Committee of the commune within the provincial territory;

c) Administrative procedures within the jurisdiction or requiring joint processing by agencies organized according to vertical systems at the local level;

d) Administrative procedures within the jurisdiction of ministries and sectors delegated to localities for acceptance.

3. Based on specific characteristics and management requirements in each field, the Minister, Head of an equivalent agency, and the Chairman of the People's Committee of the province shall decide on administrative procedures not to be directly accepted at the One-Stop Service Unit premises as stipulated in Clauses 1 and 2 of this Article but must apply the process of monitoring the acceptance, handling of files, and delivering results as prescribed in this Decree, including the following cases:

a) Administrative procedures organized to be implemented in a mobile manner as prescribed by law;

b) Administrative procedures with provisions for direct acceptance of files and delivery of results immediately at the inspection, examination, and evaluation site outside the One-Stop Service Unit premises for the inspected, examined, and evaluated entities;

c) Administrative procedures only specified to be carried out through electronic environments without other implementation methods.

Article 15. Methods for Organizations and Individuals to Submit Files and Receive Results of Administrative Procedures

Organizations and individuals may submit files and receive results of administrative procedures through the methods prescribed in legal documents governing administrative procedures:

1. Directly at the One-Stop Service Unit;

2. Through public postal services as prescribed by the Prime Minister, via hiring services from enterprises or individuals, or through authorization as prescribed by law;

Article 16. Guidelines for Preparing Files to Implement Administrative Procedures

1. The content of the guidelines includes:

a) Files and documents that organizations and individuals must submit when resolving administrative procedures;

b) Information about the competent authority to resolve administrative procedures;

c) Process and time limit for resolving administrative procedures;

d) Amount and method of payment of taxes, fees, charges, or other financial obligations (if applicable);

e) Provision of information and documents related to the implementation of administrative procedures when requested by organizations and individuals in accordance with the law.

The content of the guidelines must ensure accuracy, completeness, and specificity in accordance with currently effective legal documents, decisions publicly announcing administrative procedures by the competent authority on the National Database of Administrative Procedures, and publicly disclosed at the place where administrative procedures are resolved.

2. The guidance for organizations and individuals to implement shall be conducted through the following methods:

a) Direct guidance at the One-Stop Service Unit;

b) Guidance through call centers or dedicated phone numbers publicly announced;

c) Online guidance on the National Public Service Portal or through social media platforms permitted by authorized authorities;

d) By sending written documents through postal services;

e) Through pre-filled file templates, pre-made instructional videos, or other methods.

The content of the guidance shall be stored at the One-Stop Service Unit.

3. In cases where the list of documents in the file for resolving administrative procedures is still incomplete compared to the publicly announced list of documents as stipulated in Clause 1 of this Article or if the provided documents do not fully contain the required information according to the prescribed forms of the competent authority, the staff receiving administrative procedure files shall guide representatives of organizations and individuals to supplement once completely and accurately.

Article 17. Acceptance of Administrative Procedure Files

a) Check and verify the electronic identity account of individuals and organizations through the citizen's national identification number in Vietnam or the identification number (or passport number or international travel document number) of foreigners and the organization's identification number on the Information System for Administrative Procedure Resolution at the central and provincial levels through data connection and sharing with the electronic identity verification system. In cases where individuals or organizations do not have an electronic identity account, staff members accepting files at the One-Stop Service Center shall guide individuals or organizations to establish an electronic identity account level 01 for citizens or assist in creating such accounts. In cases of authorization to handle administrative procedures, the created electronic identity account shall be that of the authorized organization or individual.

b) Check the electronic data of the file components. Where the administrative procedure file components already have electronic data ensuring legal value and can be accessed through connections and data sharing between the Information System for Administrative Procedure Resolution and national databases, specialized databases, common information systems, and the National Public Service Portal, individuals and organizations are not required to re-enter information or submit files, papers, or documents again; staff members at the One-Stop Service Center shall check and transfer them into the electronic administrative procedure file for individuals and organizations.

In cases where inconsistencies are found between the information in the file and paper documents and the electronic information, data, and documents in national databases and specialized databases upon acceptance, the paper file shall be accepted; adjustments and modifications to the information shall be carried out in accordance with the relevant laws.

c) Check the accuracy and completeness of the file. Where the file is incomplete or inaccurate as prescribed, staff members accepting the file must guide representatives of individuals or organizations to supplement and complete the file in accordance with Clause 3 of Article 16 of this Decree and clearly state the reasons on the Supplementary and Completion Request Form.

In cases where the file is refused, staff members accepting the file must clearly state the reasons on the Refusal to Process Administrative Procedure File Form.

In cases where the file is complete and accurate as prescribed, staff members accepting the file shall issue a Receipt and set a time for result delivery; scan each type of document into an electronic version and use the issued digital signature to sign on the electronic scanned copy, bear responsibility for the completeness, integrity, and accuracy of the contents according to the paper version, update into the Information System for Administrative Procedure Resolution, and transfer to the competent authority for resolution in accordance with Article 18 of this Decree.

a) In cases where the file is incomplete, inaccurate, or outside the jurisdiction to resolve as prescribed, the recipient must notify the specific content, reasons, and provide detailed guidance in one instance for individuals and organizations to supplement accurately or send to the competent authority.

b) If the file of individuals and organizations is complete and in compliance with regulations, it shall be accepted and transferred to the competent authority for resolution in accordance with the procedures prescribed in Article 18 of this Decree.

c) Staff members at the One-Stop Service Center shall notify individuals and organizations about the formal acceptance or request for corrections and supplements to the file no later than eight working hours from when the Information System for Administrative Procedure Resolution accepts the file or within the time limit prescribed by the specialized law. The notification shall be sent to the account of individuals and organizations on the National Public Service Portal or via email or automatic SMS functions of the National Public Service Portal.

3. The processing time for administrative procedures is calculated from the point in time when the file has been fully and properly accepted and reflected on the Receipt and Result Delivery Notice. Each administrative procedure file, after being accepted, will be assigned one File Number recorded on the Receipt and Result Delivery Notice. Individuals and organizations may use the File Number to check the status of administrative procedure resolution on the National Public Service Portal.

4. In cases where administrative procedures require immediate results upon acceptance and resolution, if the file is complete, accurate, and meets the conditions for acceptance, staff members accepting the file at the One-Stop Service Center do not need to issue a Receipt and Result Delivery Notice but must update the situation and resolution results into the Information System for Administrative Procedure Resolution; if the file submitter requests a Receipt and Result Delivery Notice, it shall be provided to the submitter.

5. In cases where staff members at the One-Stop Service Center are assigned or authorized by the competent authority to resolve, they shall act in accordance with Article 19 of this Decree and update the situation and resolution results into the Information System for Administrative Procedure Resolution.

Article 18. Transfer of Files to Competent Authorities for Resolution

Upon receiving administrative procedures files in accordance with Article 17 of this Decree, staff at the One-Stop Service Center shall transfer such files to competent authorities for resolution as follows:

2. Immediately transfer files received directly on the same working day, or transfer them at the beginning of the next working day if they are received after 15:00 daily. In cases where administrative procedure files containing state secrets are transferred between agencies via postal services, such transfers must be conducted through the Postal Network Serving Party and State Agencies as stipulated in Decision No. 37/2021/QĐ-TTg dated December 18, 2021 of the Prime Minister regarding the Postal Network Serving Party and State Agencies.

Article 19. Resolution of Administrative Procedures

1. After receiving administrative procedure files, the head of the competent authority shall assign officers to process, examine, and appraise the files, and submit the results for approval.

2. Officers shall check information on electronic documents transferred by the One-Stop Service Center; separate, update electronic information and data of papers onto the information system, database, and digital signature of the agency or organization for true copies of the administrative procedure resolution results or parts of the file that must be digitized according to specialized laws within the management scope of the agency or unit.

Electronic data of papers must include at least the following fields: Type of document code; identification number of the organization or individual, in cases where individuals do not have personal identification numbers, their full name, date of birth, issuance date, issuing authority, document name; main content summary; validity period; scope of validity (if applicable). Other information and data shall be implemented in accordance with specialized laws.

3. For administrative procedures that do not require verification, investigation, or opinions from related agencies or organizations, officers assigned to handle the files shall conduct appraisals, report to the competent authority for decision-making; update information into the Administrative Procedure Resolution Information System; deliver the administrative procedure resolution results. If the appraisal does not meet the conditions for resolution, the administrative procedure resolution agency shall return the file and notify in writing the reasons for not resolving the file using the Refusal to Resolve File Form to be sent to the organization or individual through the One-Stop Service Center. The notification shall be entered into the result delivery section of the Administrative Procedure Resolution Information System. The notification period must be within the prescribed file resolution period.

4. In cases where administrative procedure files require verification, investigation, or opinions from related agencies during the resolution process,

a) Officers assigned to handle the files shall be responsible for conducting verification and investigation as prescribed. The verification and investigation process shall be documented and stored in the Administrative Procedure Resolution Information System. When participation from organizations or individuals is required for verification and investigation, the administrative procedure resolution agency shall notify them specifically about the time, location, components, and content to be verified through their account or email function, or automated SMS of the National Public Service Portal;

b) Soliciting opinions from related agencies shall be carried out by sending electronic documents through the Administrative Procedure Resolution Information System or paper documents as prescribed by law, clearly stating the content, deadline, and method of response;

c) Agencies solicited for opinions shall be responsible for responding to requested contents in writing within the prescribed period and bear responsibility for the content of their responses. If there is no response beyond the deadline, the main agency handling the file shall inform the head of the One-Stop Service Center who transferred the file about the delay for coordinated handling as prescribed;

d) All processes of verification, investigation, and solicitation of opinions (including information on soliciting agencies, solicited agencies, content, and deadlines for solicitation) and results (including verification and investigation results, responses from related agencies) must be digitized, fully and accurately updated into the Administrative Procedure Resolution Information System, except where otherwise provided by law.

5. For files that do not meet the conditions for resolution after verification and appraisal, the competent authority for administrative procedure resolution shall return the files to the One-Stop Service Center along with a notification on the Administrative Procedure Resolution Information System. The notification shall clearly state the reasons and contents requiring supplementation using the Request for Supplementing and Completing the File Form to be sent to the organization or individual. The notification period for returning the file shall not exceed three working days from the date of receipt, except where specific periods are prescribed by specialized laws. The resolution period will be recalculated from the date all necessary files are received. Fifteen days from the date of notification or within the time limit prescribed by specialized laws, if the organization or individual fails to complete the file, staff at the One-Stop Service Center shall close the file on the Administrative Procedure Resolution Information System.

6. For files expected to exceed the resolution deadline, at least one day before the deadline, the agency or unit responsible for resolving the file must notify the One-Stop Service Center in writing and send an apology letter to the organization or individual, clearly stating the reason for the delay, the proposed extension period for delivering the result using the Request for Extension of Resolution Time Form. Rescheduling the result delivery date can only be done once.

Upon receipt of the request for extension of processing time, the One-Stop Shop adjusts the result delivery time on the Administrative Procedure Information System, simultaneously sending notifications to organizations and individuals via email, text message, phone, or social media platforms authorized by competent authorities (if applicable).

1. Acceptance of administrative procedure files within the jurisdiction of agencies at different administrative levels

a) The Provincial or Commune-level Public Service Centers shall accept such electronic files according to the provisions of Article 17 of this Decree, immediately transfer the electronic file to the competent authority for processing, provide information about the file on the Administrative Procedure Information System to the One-Stop Shop of the competent authority for monitoring and urging, and deliver the paper file to the competent authority for resolution within no more than one working day from the date of acceptance of the file.

b) The competent authority responsible for processing the file according to the provisions of Article 19 of this Decree shall transfer the resolution results to the Provincial or Commune-level Public Service Center where the organization or individual submitted the file, to return the results according to the Receipt of File and the agreed return date.

2. Acceptance of administrative procedure files within the jurisdiction of agencies at the same administrative level

a) In cases where organizations or individuals submit paper files, the Provincial or Commune-level Public Service Centers shall determine the order of competent authorities for resolution, transfer the electronic file and paper file to the leading competent authority for resolution. The leading authority is responsible for processing, transferring the paper file, digitized electronic file, and resolution results within its jurisdiction (if any) to the next competent authority, including specifying the content of work, resolution deadlines for each authority in the Transfer Processing Form; updating processing information and transfer information into the Administrative Procedure Information System.

Competent authorities shall process the electronic file immediately upon receipt, transfer the results and file to the subsequent competent authority in the determined order; the final competent authority completing the resolution shall transfer the results and accompanying file to the leading competent authority; the leading authority shall transfer the resolution results of the administrative procedure to the Provincial or Commune-level Public Service Center where the file was accepted for returning the results to the organization or individual; update the situation and resolution results of the interlinked file into the Administrative Procedure Information System;

b) In cases where organizations or individuals submit electronic files, the Provincial or Commune-level Public Service Centers shall transfer the electronic file to all participating authorities, clearly indicating the leading authority, responsibilities, content of work, and deadline for returning results of each participating authority. Participating authorities handling interlinked files shall process according to their jurisdiction, return the resolution results to the authority needing the resolution results for subsequent steps, and send them to the Provincial or Commune-level Public Service Center where the file was accepted for returning the results to the organization or individual; update the situation and resolution results of the interlinked file into the Administrative Procedure Information System.

Article 21. Suspension of Administrative Procedures

1. Organizations and individuals submitting applications directly or through postal services may request to suspend the administrative procedure from the time they receive the Receipt and Result Notification for validly submitted applications until before the competent authority issues a decision on the administrative procedure or issues a notification of the result of the administrative procedure; except where specialized laws provide otherwise. The return of paper applications and fees (if any) shall be carried out in accordance with the provisions of specialized laws.

2. Organizations and individuals submitting applications online may request suspension or adjustment of application contents through the functions of the National Public Service Portal from the moment the system successfully receives the application until before the competent authority issues a decision on the administrative procedure or issues a notification of the result of the administrative procedure. The return of paper applications and fees (if any) shall be carried out in accordance with the provisions of specialized laws.

Article 22. Return of Applications, Results of Administrative Procedures, and Archiving of Administrative Procedure Applications

1. The results of administrative procedures must be signed and issued by the competent authority in accordance with the legal regulations on archiving work to return both paper and electronic versions to organizations and individuals, except where the administrative procedure only stipulates the provision of an electronic result or the organization or individual requests only an electronic result or where specialized laws provide otherwise. When there are successful results of administrative procedures, digitized documents that have legal value during the receipt and processing of administrative procedures can be used in other administrative procedures of organizations and individuals.

2. The results of administrative procedures returned to organizations and individuals must ensure completeness in accordance with the provisions. In cases where original or authentic copies have been received for photocopying, comparison, and verification of authenticity, the competent authority must return those original or authentic copies to the organizations and individuals; the return time shall be in accordance with the provisions of specialized laws.

3. Staff members of One-Stop Shops must return the results of administrative procedures to organizations and individuals according to the time, location, and method recorded on the Application Receipt and Result Notification. Electronic results of administrative procedures are returned to organizations and individuals via the National Public Service Portal, except where the administrative procedure requires the presence of the organization or individual to directly receive the result according to the provisions of specialized laws.

4. Electronic results of administrative procedures must be assigned document numbers and stored in the National Database or specialized databases or electronic data management repositories of organizations and individuals within the administrative procedure handling systems at the ministerial and provincial levels.

5. Encouragement is given to returning the results of administrative procedures ahead of the prescribed deadline. Returning the results of administrative procedures ahead of the prescribed deadline must be notified to organizations and individuals in advance through messages, emails, phone calls, or social media platforms approved by the competent authority.

6. The archiving of administrative procedure applications must be carried out in accordance with the legal regulations on archiving and data.

6. The storage of administrative procedure files shall be carried out in accordance with the laws on archiving and data.

Article 23. Responsibilities of agencies, organizations, and individuals related to handling files, results that are erroneous, lost, missing, or damaged, and delays in delivering results

1. When receiving the result of administrative procedures, organizations and individuals shall check the content of the result. In case of discovering errors, if the fault belongs to officials, civil servants, employees, or competent authorities, the One-Stop Service Unit shall return the file, result, and information about the error to the competent authority or person for correction, and transfer the result back to the One-Stop Service Unit to deliver to the organization or individual within three working days. Officials, civil servants, employees of the competent authority must bear the costs related to corrections according to the provisions of the law.

2. In cases where files are lost, missing, or damaged during the processing of administrative procedures, the relevant agencies, organizations, and individuals shall cooperate with the organizations or individuals whose files, papers are lost, missing, or damaged, and the competent authorities to mitigate consequences; identify the agency, organization, or individual responsible for losing, missing, or damaging the files to bear all costs arising from reissuing files, papers, and other related responsibilities, and apologize to the organizations or individuals for this incident. If the loss, disappearance, or damage of the files is related to a violation of the law, depending on the nature and degree of the violation, the organization or individual committing the violation will be dealt with according to the provisions of the law.

3. Files and results of administrative procedures returned according to the method prescribed in Clause 2, Article 15 of this Decree, if lost, missing, or damaged, shall be handled according to the relevant laws.

Article 24. Methods of paying fees, charges, and other financial obligations

1. Organizations and individuals have the responsibility to pay fees, charges for administrative procedures and other financial obligations as prescribed by the following methods:

a) Paying directly or transferring into the account of the competent authority;

b) Online through the payment function of the National Public Service Portal and other legitimate payment platforms;

c) Other methods as prescribed by law.

2. In cases where direct payment is not made, the payment receipt, bank transfer receipt for fees and charges for administrative procedures, or the fee collection receipt for fees and charges for administrative procedures (if any) shall be sent along with the file to the competent authority or person responsible for handling the administrative procedure, except in cases where the fees and charges are determined and paid after the stage of accepting the administrative procedure file of the organization or individual.

3. In cases of online payment, the agency or organization receiving the money must transfer the entire amount collected from the charges into the state budget according to the deadline stipulated by the specialized law; for the amount collected from the fees, it must transfer the entire amount collected during the period into the pending fee account according to the provisions of the specialized law. In cases where there is no provision of the specialized law, the time limit for transferring money into the state budget is eight working hours from the time of payment, except in cases of payment through the National Inter-bank Electronic Payment System, which follows the working time regulations applicable to this system. For taxes and social insurance, they shall be implemented according to the tax and social insurance laws.

Chapter IV
APPLICATION OF INFORMATION TECHNOLOGY IN ADMINISTRATIVE PROCEDURES

Article 25. Principles for the application of information technology in administrative procedure handling

1. Ensuring uniformity, effectiveness, synchronization, avoiding overlap and waste in investment and construction of information technology infrastructure from central to local levels.

2. Ensuring compliance with the National Digital Architecture Framework; national technical standards on identifier structure and data packet format for connecting management systems of official documents; national technical standards on citizen data message structure exchanged with the national population database.

3. Ensuring the ability to connect and share information between information systems of state agencies; the ability to accept, connect, and share information between the competent authority handling administrative procedures and organizations, individuals requiring the implementation of administrative procedures through electronic means, telecommunications, social networks permitted by authorized authorities.

4. Adhering to legal provisions on investment, construction, information technology, record-keeping, archiving, information security, cyber security, and other relevant legal regulations.

Article 26. Construction of the National Public Service Portal

1. The construction of the National Public Service Portal shall meet the following requirements:

a) Serving as the central point for providing information on administrative procedures, online public services of ministries, sectors, and localities nationwide; supporting organizations and individuals in implementing online public services, paying fees and charges, and online financial obligations; searching for information, monitoring the status of administrative procedure handling, and checking the results of administrative procedure handling and evaluations thereof; publicly disclosing the situation and results of administrative procedure handling and online public services of ministries, sectors, and localities;

b) Allowing organizations and individuals to register accounts for use through connection and integration with the Electronic Identity and Authentication System built and operated by the Ministry of Public Security; providing single sign-on functionality and user authentication mechanisms to perform administrative procedures and online public services provided by ministries, agencies, provincial People's Committees under the Central Government via the National Public Service Portal;

c) Providing functionality to create interactive electronic forms based on integration with national databases and shared specialized databases to be exploited and utilized by ministries, local agencies, ensuring uniformity and synchronization in the provision of online public services;

đ) Supporting governance and hierarchical account management permissions for ministries, sectors, and localities; managing data and business process workflows of components of the National Public Service Portal;

e) Aggregating and statistically analyzing the receipt of files and the situation of administrative procedure handling according to the requirements of the competent authority;

g) Allowing organizations and individuals to evaluate the progress and quality of administrative procedure handling acceptance and resolution;

h) Other requirements as decided by the Prime Minister.

a) National database on administrative procedures;

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

c) National Public Service Portal's electronic identity exchange and authentication system;

d) Online payment system;

đ) System for evaluating administrative procedure handling by ministries, sectors, and localities;

e) System for assisting in answering common issues in administrative procedure handling;

g) Interface of the National Public Service Portal;

h) Management system of the National Public Service Portal;

i) Artificial intelligence platform supporting civil servants, employees, individuals, and organizations in performing administrative procedures and online public services;

k) Data analysis platform serving government guidance and operation, the Prime Minister, Ministers, Heads of ministerial-level agencies, Chairpersons of provincial and centrally-administered city People's Committees, and evaluating the situation of administrative procedure handling and public service provision by ministries, sectors, and localities;

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

3. The Minister, Head of the Government Office shall stipulate the information and data to be connected and shared between the National Public Service Portal and the administrative procedure handling information systems and shared databases of state agencies serving administrative procedure handling of ministries, sectors, and localities.

1. The Administrative Procedure Resolution Information System at the ministry level and provincial level shall be constructed centrally and uniformly to support the resolution, monitoring, and evaluation of the quality of administrative procedures within the jurisdiction of ministries, ministerial-level agencies, and People's Committees at all levels.

2. Requirements for the Administrative Procedure Information System at the ministry level and provincial level

2. Requirements for the Administrative Procedure Resolution Information System at the ministry level and provincial level

a) Ensuring uniformity during investment and construction processes, adhering to the principle that each ministry, sector, and locality shall have only one Administrative Procedure Resolution Information System to resolve administrative procedures within their respective jurisdictions;

b) Ensuring integration capabilities with the National Public Service Portal, the National Database on Administrative Procedures, national databases, specialized databases, electronic identification and authentication systems to receive online administrative procedure files submitted by individuals and organizations through the National Public Service Portal, retrieve common data categories as stipulated in Point d Clause 1 Article 26 of this Decree, share data to serve the resolution of administrative procedures by ministries, ministerial-level agencies, and provincial People's Committees;

c) Providing information on the situation and results of administrative procedure resolutions at various administrative procedure resolution agencies at all levels to facilitate supervision and evaluation of administrative procedure resolution situations at ministries, sectors, and localities;

d) Synchronizing complete information and status regarding the reception, resolution, and results of administrative procedures with the National Public Service Portal;

đ) Other requirements as prescribed by law.

4. Ministries and sectors shall connect and share data between national databases, specialized databases, and information systems under their management with the National Public Service Portal and the Administrative Procedure Information System at the ministry level and provincial level as prescribed by law to verify information for organizations and individuals and to facilitate the handling of administrative procedures.

3. Ministries, sectors, and localities shall organize the conversion of paper-based administrative procedure files into electronic files and establish electronic resolution procedures for administrative procedures on the Administrative Procedure Resolution Information System, bearing responsibility for securing and retaining information of organizations and individuals except when required to provide such information to authorized agencies as prescribed by law.

Article 28. Administrative Procedure File Number

4. Ministries and sectors shall connect and share data between national databases, specialized databases, and information systems under their management with the National Public Service Portal and the Administrative Procedure Resolution Information System at the ministry level and provincial level as prescribed by law to authenticate information for organizations and individuals and to serve the resolution of administrative procedures.

2. The structure of the Administrative Procedure File Number includes:

Article 28. File Number for Administrative Procedures

The structure of the identifier code in accordance with the regulations on electronic identifiers of agencies and organizations for connecting and sharing data with ministries, sectors, and localities;

1. The file number for administrative procedures shall be automatically generated by the Administrative Procedure Resolution Information System and shall be uniformly used in transactions between agencies and units with organizations and individuals, and between agencies and units themselves.

Chapter V
2. The structure of the file number for administrative procedures includes:

Article 29. Principles for Evaluation

1. Objectivity, honesty, accuracy, scientific approach, transparency, publicity, fairness, equality, compliance with laws in the evaluation process and publication of evaluation results.

2. Satisfaction of organizations and individuals regarding the quality and progress of administrative procedure handling and the outcomes and effectiveness of task implementation shall be used as a measure for evaluation.

3. Confidentiality of information from organizations and individuals providing information and cooperating in surveys to collect opinions for evaluation.

Article 30. Authority for Evaluation

1. The superior authority evaluates the quality of administrative procedure handling within the jurisdiction of subordinate agencies and units.

2. Organizations and individuals implementing administrative procedures evaluate the quality of administrative procedure handling.

3. Agencies and persons authorized to handle administrative procedures self-evaluate their own performance.

4. The Government Office evaluates the service quality provided to organizations and individuals in the implementation of administrative procedures and public services by ministries, sectors, and localities.

Article 31. Methods for Collecting Information for Evaluation

1. Information serving the evaluation of the quality of administrative procedure handling is collected through one or more of the following methods:

a) Regular and periodic evaluation forms;

b) Electronic evaluation devices at One-Stop Service Centers;

c) Online evaluation functions on the National Public Service Portal;

d) Surveillance camera systems at One-Stop Service Centers;

đ) Opinions of organizations and individuals sent to suggestion boxes or electronically;

e) Other lawful methods.

2. Information serving the evaluation as stipulated in Clause 1 of this Article is connected to the Administrative Procedure Handling Information System and made public on the National Public Service Portal. The Ministry's Office, equivalent ministry's office, and provincial-level Public Service Center implement consolidation and evaluation according to the criteria specified in Articles 32 and 33 of this Decree.

3. Agencies, units, and organizations assigned the task of collecting information for evaluation have the responsibility to encourage, guide, and assist disadvantaged groups such as women, the poor, ethnic minorities, and people with disabilities to participate in evaluations.

Article 32. Evaluation by Authorized Authorities on Administrative Procedure Handling

1. Criteria for evaluation by authorized authorities on administrative procedure handling include:

a) Transparency;

b) Progress and results of handling;

c) Digitization of files;

d) Provision of online services;

đ) Level of satisfaction;

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

2. The Ministry's Office, sectoral agency, and provincial People's Committee are responsible for consolidating evaluation results from software; integrating evaluation results with the quality evaluation system of administrative procedure handling on the National Public Service Portal to serve guidance, management, quality evaluation of administrative procedure handling, and provision of public services in real-time; publicly disclosing internal evaluation results on the electronic information portal of the ministry, sector, locality, and the National Public Service Portal.

Article 33. Evaluation by Organizations and Individuals on Administrative Procedure Handling

1. The handling of administrative procedures at authorized agencies is evaluated based on the opinions of organizations and individuals on the following contents:

a) Time taken to issue the result of administrative procedure handling compared to regulations or requirements of the main agency;

b) Number of agencies, units, and organizations required to contact to complete administrative procedure files;

c) Number of times required to contact the receiving agency to complete administrative procedure files;

d) Accuracy, completeness, and timeliness of publicly disclosed administrative procedure information compared to regulations;

đ) Attitude and behavior of officials guiding and receiving administrative procedure files;

e) Compliance of administrative procedure handling results with the law and costs incurred in handling administrative procedures; additional costs outside the legal provisions when implementing administrative procedures;

g) Time and quality of explanations provided by authorized agencies, officials, and civil servants in response to suggestions, complaints, and reports from organizations and individuals;

h) Progress and quality of online public service provision by authorized agencies;

i) Other contents as evaluated by organizations and individuals.

2. Public disclosure of evaluation results by organizations and individuals is carried out in accordance with Clause 2 of Article 32 of this Decree.

Article 34. Handling of Evaluation Results

1. The results of evaluating the satisfaction level of organizations and individuals with the handling of administrative procedures by competent authorities shall be publicly disclosed at such authorities and on their official websites.

2. The evaluation results serve as one of the criteria for assessing the completion of tasks by agencies and units receiving and handling administrative procedures; determining the responsibility of individuals and heads of agencies and units receiving and handling administrative procedures; prioritizing consideration for promotion, appointment, planning, training, and development; and considering commendation, disciplinary action for civil servants, public officials, and employees.

Chapter VI
TASKS OF MINISTRIES, SECTORS, AND LOCALITIES

Article 35. Tasks of Ministries and Equivalent Agencies

1. Office of the Government

a) Assist the Prime Minister in urging and inspecting the implementation of this Decree at ministries, sectors, and localities;

b) Take the lead and coordinate with the Ministries of Home Affairs, Science and Technology, Finance, and other ministries, sectors, and localities to develop and submit to the Prime Minister for issuance a Plan to implement this Decree; provide guidance, inspection, and urging the establishment and operation of One-Stop Shops at ministries, sectors, and all levels of People's Committees;

c) Develop and issue forms for implementing the One-Stop Shop mechanism in handling administrative procedures;

đ) Coordinate with ministries, sectors, and localities to train staff on the One-Stop Shop mechanism;

g) Annually compile and evaluate the handling of administrative procedures by ministries, equivalent agencies, provincial People's Committees, and report to the Government and the Prime Minister;

b) Guide and implement the connection of the National Public Service Portal and the Administrative Procedure Information System with national databases and specialized databases through a platform for data coordination and sharing to facilitate administrative procedure handling;

4. The Ministry of Science and Technology performs the tasks specified in Clause 5 of Article 27 of this Decree;

5. Ministries and equivalent agencies have the responsibility to implement the One-Stop Shop mechanism within their own agencies according to the prescribed regulations.

Article 36. Duties of the Minister, Head of a Ministry-Rank Agency

2. Direct the updating and publicizing of the list of administrative procedures accepted and not accepted at the Service Reception and Result Delivery Unit within the authority of the ministry or sector, the list of administrative procedures provided with full online public services and partial online public services established by the ministry or ministry-rank agency on the National Database of Administrative Procedures and integrated and provided on the National Public Service Portal; the list of administrative procedures within the authority to accept assigned by the ministry or sector to provincial-level People's Committees and commune-level People's Committees for acceptance.

3. Issue regulations on the organization and operation of the Service Reception and Result Delivery Unit and the operation of the Administrative Procedure Information System of the ministry or sector to ensure uniform management as prescribed in this Decree.

4. Guide localities in handling administrative procedures under the interlinked mechanism within the scope of management of the ministry or sector to apply uniformly throughout the country.

5. Direct the establishment and issuance of internal procedures and electronic procedures for handling each administrative procedure within the scope of implementation of the ministry or sector to ensure uniform application for the process of handling work related to administrative procedure resolution within the Quality Management System of the agency or organization.

6. Direct agencies organized according to the vertical system located in localities to accept, handle, and deliver results of administrative procedure resolutions at the Provincial or Commune Level Public Administration Service Centers and coordinate with state agencies in localities in handling administrative procedures.

7. Annually propose administrative procedures to be implemented interlinked and build and submit to the Government, Prime Minister for issuance of the interlinked administrative procedure implementation process. The ministry or sector management body entrusted with accepting and delivering results of interlinked administrative procedure resolutions shall publish interlinked administrative procedures after they have been issued by the competent authority.

8. Promptly direct, correct, and strictly deal with heads of subordinate agencies and units, civil servants, and officials who fail to strictly implement the provisions of this Decree, causing violations related to guidance, acceptance, handling, delivery of results, and evaluation of administrative procedure resolution.

9. Timely take measures regarding personnel work to motivate and encourage the staff working at the Single Window based on the level of satisfaction of individuals and organizations.

10. Evaluate and decide or submit to the competent authority for decision on organizing the acceptance, processing, and delivery of results of administrative procedures independent of territorial boundaries for administrative procedures where information and data serving examination and assessment of files are fully available in the national database, specialized database, or have been connected and shared, except for administrative procedures requiring on-site inspection, evaluation, inspection, and assessment at the site.

11. On the basis of the common data catalog prescribed in Point d Clause 1 Article 26 of this Decree, update or synchronize data within the scope of management to serve the handling of administrative procedures.

Article 37. Tasks of People's Committees at all levels

1. Organize the implementation of the single-window mechanism and the interlinked single-window mechanism as prescribed in this Decree; be responsible before the People's Councils at the same level and higher-level administrative agencies for the deployment and organization of the implementation of legal provisions on the handling of administrative procedures under the single-window mechanism and the interlinked single-window mechanism at state agencies in localities.

2. Specify in detail the functions, tasks, and powers of the Single-Level Administrative Service Center, the Provincial Administrative Service Center, and the Commune Administrative Service Center within their authority, in accordance with the provisions of this Decree and other relevant documents.

Article 38. Tasks of Chairpersons of People's Committees at all levels

1. Chairperson of the People's Committee of a province

a) Directly lead, direct, inspect, and urge the implementation of the single-window mechanism and the interlinked single-window mechanism in the locality according to the provisions of this Decree and the operational regulations of the Single Window Unit issued by the People's Committee at the same level;

b) Be responsible before the People's Council at the same level and higher-level administrative agencies for the results and progress of handling administrative procedures under the single-window mechanism and the interlinked single-window mechanism within the locality's jurisdiction, ensuring that the handling of administrative procedures does not depend on administrative boundaries within the provincial scope;

c) Direct the updating and publicizing of the list of administrative procedures for receiving files at the Provincial Administrative Service Center and Commune Administrative Service Center; the list of administrative procedures provided with full online public services and partial online public services built by the locality on the National Database of Administrative Procedures and integrated and provided on the National Public Service Portal;

d) Direct the construction and issuance of internal procedures and electronic procedures for handling each provincial and commune-level administrative procedure, ensuring uniform application for the process of handling related work in the Quality Management System of the agency or organization and implemented uniformly throughout the locality;

e) Direct the provision of infrastructure and equipment for the Provincial Administrative Service Centers and Commune Administrative Service Centers in accordance with regulations;

g) Promptly direct, correct, and strictly handle the heads of specialized agencies at the provincial level, Chairpersons of Commune People's Committees, civil servants, officials, employees who fail to strictly implement the provisions of this Decree, resulting in violations related to guidance, receipt, resolution, and evaluation of administrative procedures;

h) Promptly take measures to motivate and encourage the staff working at the Provincial Administrative Service Centers and Commune Administrative Service Centers based on the satisfaction level assessment of organizations and individuals;

2. Chairperson of the People's Committee of a commune

a) Directly direct the implementation of the single-window mechanism and the interlinked single-window mechanism in the locality according to the provisions of this Decree and the operational regulations of the Commune Administrative Service Center issued by the People's Committee at the same level;

b) Be responsible before the People's Council at the same level and higher-level administrative agencies for the results and progress of handling administrative procedures under the single-window mechanism and the interlinked single-window mechanism within the locality's jurisdiction;

c) Ensure the infrastructure and equipment for the operation of the Commune Administrative Service Center in accordance with regulations;

d) Promptly correct and strictly handle civil servants, officials, employees who violate the provisions of this Decree;

đ) Apologize to individuals and organizations when civil servants and officials under their authority violate the prohibitive actions in handling administrative procedures as stipulated in this Decree, causing dissatisfaction among the people;

Chapter VII
IMPLEMENTATION COSTS AND RESPONSIBILITY

Article 39. Implementation Funding

1. The funding for implementing the single window mechanism and interlinked single window of ministries, ministerial-level agencies, and localities shall be budgeted within the total regular expenditure for state management activities of ministries, ministerial-level agencies, and localities annually in accordance with the laws on the State budget.

2. Investment costs for constructing, renovating, repairing, maintaining, or leasing premises of Single Window Units and information technology infrastructure shall be disbursed in accordance with the laws on public investment and implemented in accordance with the laws on bidding, construction, information technology, and other relevant laws.

3. In addition to the funding guaranteed by the State budget, ministries, ministerial-level agencies, and People's Committees of provinces and centrally governed cities may utilize other lawful sources to implement the single window mechanism and interlinked single window within their jurisdiction.

4. The funding for implementing the single window mechanism and interlinked single window in public service organizations, state-owned enterprises, and other agencies and organizations shall be self-funded by those agencies and organizations.

1. This Decree takes effect from July 1, 2025. The Government Decree No. 61/2018/NĐ-CP dated April 23, 2018 on implementing the single window mechanism and interlinked single window in administrative procedures; and the Government Decree No. 107/2021/NĐ-CP dated December 6, 2021 amending and supplementing certain articles of Government Decree No. 61/2018/NĐ-CP shall cease to be effective from the date this Decree takes effect.

2. The Ministry-level Public Service Portal shall continue to operate in accordance with the provisions of the Government Decree No. 61/2018/NĐ-CP dated April 23, 2018 on implementing the single window mechanism and interlinked single window in administrative procedures and shall close its interface before March 1, 2026.

3. Provincial People's Committees currently piloting the model of a one-tier Administrative Services Center directly under the provincial People's Committee based on evaluating the results of the pilot, specific characteristics of population management, organization of urban residents' life, level of application of science and technology, innovation, and digital transformation at the locality, shall decide to establish a one-tier Administrative Services Center in accordance with point b, Clause 2, Article 7 of this Decree or establish a provincial and commune-level Administrative Services Center in accordance with point a, Clause 2, points a and b, Clause 3, Article 7 of this Decree.

4. The Chairman of the Provincial People's Committee shall promulgate a list of administrative procedures that are not dependent on territorial boundaries within the province according to a timeline, ensuring the completion of 100% of administrative procedures that are not dependent on territorial boundaries within the province by December 31, 2025.

5. Amend Clause 3, Article 5 of the Government Decree No. 63/2010/NĐ-CP dated June 8, 2010 on administrative procedure control (amended and supplemented in 2013, 2017) as follows:

“3. The Office of the Provincial People's Committee has the function of advising and assisting the Provincial People's Committee in managing state administration regarding administrative procedure control at the local level. The provincial-level Administrative Services Center under the Office of the Provincial People's Committee has the function of advising and assisting the Director of the Office of the Provincial People's Committee in organizing the implementation of administrative procedure control work.

At localities where a one-tier Administrative Services Center directly under the provincial People's Committee is organized, the one-tier Administrative Services Center has the function of advising and assisting the provincial People's Committee and the Chairman of the provincial People's Committee in managing state administration regarding administrative procedure control work at the local level.”

6. Amend and supplement the provisions of Clause 2, Article 6 of the Government Decree No. 92/2017/NĐ-CP dated August 7, 2017 amending and supplementing certain articles of related decrees on administrative procedure control as follows:

“2. The provincial People's Committee organizes the restructuring of the provincial-level Administrative Services Center based on merging the provincial-level Administrative Services Center and the Administrative Procedure Control Room to perform the functions of managing state administration regarding administrative procedure control, administrative reform, implementing the single window mechanism and interlinked single window in administrative procedure resolution in accordance with the law and the provisions of the Decree on implementing administrative procedures under the single window mechanism and interlinked single window at the Single Window Unit and the National Public Service Portal.”

7. Amend and abolish certain provisions of the Government Decree No. 42/2022/NĐ-CP dated June 24, 2022 on providing information and online public services by state agencies on the internet

“1. The list and information of online public services must be updated on the National Database of Administrative Procedures, synchronized regularly and continuously with the Ministry and Provincial Level Administrative Procedure Resolution Information System.”

b) Delete the phrase “Ministry-level Public Service Portal, provincial-level Public Service Portal” at point c, Clause 1, Article 4;

c) Abolish Article 13.

8. Amend, supplement, and abolish certain provisions of the Government Decree No. 45/2020/NĐ-CP dated April 8, 2020 on implementing administrative procedures in an electronic environment

a) Delete the phrase “Ministry-level Public Service Portal, provincial-level Public Service Portal” at point b, Clause 1, Article 5, Clause 3, Article 11, Clause 1, point a, Clause 2, Article 12;

b) Delete the phrase “or Ministry-level Public Service Portal, provincial-level Public Service Portal” at Clause 1, Clause 4, Article 8, Clause 1, Article 11, point b, Clause 2, Article 12, point d, Clause 8, Article 13;

d) Replace the phrase “provincial-level Public Service Portal” with “National Public Service Portal” at Clause 1, Clause 4, Article 27;

e) Abolish the provision at Clause 1, Article 16.

Article 41. Responsibility for Implementation

1. The Office of the Government shall guide, supervise, urge, and inspect the implementation of this Decree; periodically report annually or at any time to the Government and the Prime Minister.

2. The Ministers, Heads of ministerial-level agencies, Heads of government agencies, Chairpersons of provincial People's Committees under central cities, and relevant agencies, organizations, and individuals shall be responsible for implementing this Decree.