MINISTRY OF INFORMATION AND COMMUNICATION
COMMUNICATION
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SOCIALIST REPUBLIC OF VIET NAM
Independence - Freedom - Happiness
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Number: 21/2023/TT-BTTTT

Hanoi, December 31, 2023

THE MINISTER

(Signed)

Nguyen Manh Hung

User Authentication

1

User Authentication

1.1. Allow electronic authentication of organizations and individuals to serve the processing of administrative procedures and online public services in accordance with Decree No. 59/2022/NĐ-CP dated September 5, 2022 of the Government.

1.2. In case of technical issues in user authentication of the Electronic Identity and Authentication System, the Public Service Portal at the ministerial and provincial levels must ensure alternative user authentication methods when users perform public services. User information must be synchronized with the national population database.

Individual, Organization

Provide information on administrative procedures and online public services

2

Level of Service Provision

2.1. Provide online public services at two levels: full-process online public services and partial online public services as prescribed in Decree No. 42/2022/NĐ-CP dated June 24, 2022 of the Government.

2.2. Provide online information for public services that do not meet the conditions for online service delivery.

Individual, Organization

3

List of Administrative Procedures and Online Public Services

3.1. Fully provide the list of administrative procedures and online public services of the agency and its affiliated units; update in the National Database of Administrative Procedures and synchronize and publish on the Public Service Portal at the ministerial and provincial levels.

3.2. Organize and classify administrative procedures and online public services according to the entities performing the procedures (organizations, individuals), by service groups (by topic), by level, and by the providing agency to facilitate searching and use.

3.3. Standardize the codes and names of administrative procedures and online public services; provide electronic forms accompanying online public services; guide the usage process for organizations and individuals; guide the processing procedures of state agencies and the results of online public services, which must be synchronized with the National Database of Administrative Procedures. This standardization must be announced with guidelines for users for each administrative procedure and online public service.

Administrator

Use Online Public Services

4

Create Electronic Files

4.1. Electronic files must be digitized in accordance with legal regulations.

4.2. Electronic files submitted by the person handling the administrative procedure through the Public Service Portal at the ministerial and provincial levels will be transferred to the administrative procedure processing subsystem of the administrative procedure information system at the ministerial and provincial levels to automatically generate an administrative procedure file number. The administrative procedure file number will be uniformly used in transactions between agencies and organizations with organizations and individuals, between agencies and organizations, and among interconnected and data-sharing information systems.

4.3. Allow the creation, submission, and management of electronic files such as: entering files, changing files, searching for files, viewing file lists, supplementing files, and managing submitted files.

Administrator, Individual, Organization

5

Exchange Information with Users During the Implementation of Online Public Services

5.1. Allow users to track notifications on the Public Service Portal after logging in, checking the receipt of applications, requests for additional documents, and the results of administrative procedure resolution.

5.2. Automatically notify users about the receipt and return of the results of administrative procedure resolution via at least one of the following methods: SMS messages on mobile phones; notifications through mobile applications (OTT applications); email notifications.

Individual, Organization

6

Provide interactive electronic forms

6.1. Offer in selection mode so that users do not have to re-enter data already present in the database of the Central and Provincial Administrative Procedure Information System (including internal information system databases of ministries, provinces, and national databases, information systems with a scale and scope from central to local levels connected and shared with the Administrative Procedure Information System at the central and provincial levels) through electronic forms. 6.2. Provide direct guidance functions right at each data entry point of the electronic form for users to view when necessary.

6.3. Provide a function to store information entered by users into interactive electronic forms, allowing export to file or printing.

6.4. Provide a digital signature function directly on the electronic form.

6.5. Ensure compliance with the minimum requirements stipulated in Clause 3, Article 22 of Circular No. 01/2023/TT-VPCP dated April 5, 2023, issued by the Government Office regarding certain contents and measures for implementing the digitization of files, results of administrative procedures, and conducting administrative procedures in an electronic environment.

Upload images, files, documents

Administrator, Individual, Organization

7

Allow uploading of images, files, documents in formats prescribed by the Central and Provincial Public Service Portal, with appropriate size limits (minimum allowed formats: .jpeg, .png for images and .pdf, .doc, .docx for files and documents).

Accepting applications, delivering results of administrative procedures via postal services/postal public services

Individual, Organization

8

8.1. Users may use postal services/postal public services for the following:

a) Submitting applications;

b) Receiving results;

c) Both services above.

8.2. Provide electronic forms for users to provide information on using postal services/postal public services. Minimum information required:

a) Information of the applicant:

- Phone number;

- Full name;

- Application submission address (select province/city, district/county and detailed address);

b) Information of the result recipient:

- Result delivery address (select province/city, district/county and detailed address).

- Full name;

- Application submission address (select province/city, district/county and detailed address);

c) Options:

- Using service to collect administrative procedure processing fees (if applicable);

- Corresponding postage fee information.

Online payment

Individual, Organization

9

9.1. Allow online payment on the National Public Service Portal's online payment platform or on the Central and Provincial Administrative Procedure Information System for administrative procedures requiring payment of fees, charges, or other financial obligations.

9.2. Provide refund options and dispute resolution information in case of transaction failure.

Delivering results of administrative procedures

Individual, Organization

10

10.1. Allow delivery of electronic results of administrative procedures to individuals and organizations that use online public services, ensuring that the data message complies with legal regulations.

10.2. Store the results of administrative procedures electronically in the Electronic Data Management Repository according to individual or organizational accounts.

Digital signing and integration with the eSign Portal

Individual, Organization

Digital signing

11

Ensure compliance with the minimum requirements stipulated in Circular No. 22/2020/TT-BTTTT dated September 7, 2020, issued by the Ministry of Information and Communications regarding technical requirements for digital signature software and digital signature verification software as follows:

11.1. Allow the signer to use their personal secret key to sign messages.

11.2. Allow the signer to use their organization's secret key to sign messages.

11.3. Notify (in text or symbol) the signer about the success or failure of the digital signature process.

11.4. Allow checking the status of the digital certificate/digital signature certificate before signing.

Integration with the eSign Portal

Individual, Organization

12

Ensure compliance with the minimum requirements stipulated in Circular No. 06/2015/TT-BTTTT dated March 23, 2015, issued by the Ministry of Information and Communications regarding the list of mandatory standards for digital signatures and digital signature certification services, Circular No. 16/2019/TT-BTTTT dated December 5, 2019, issued by the Ministry of Information and Communications regarding the list of mandatory standards for digital signatures and digital signature certification services under the mobile device and remote digital signature model, Circular No. 22/2020/TT-BTTTT dated September 7, 2020, issued by the Ministry of Information and Communications regarding technical requirements for digital signature software and digital signature verification software as follows:

12.1. Allow integration of digital signatures (public, government/civil service dedicated, secure dedicated electronic signatures).

12.2. Digital signatures comply with national technical standards and regulations on digital signatures as prescribed by law.

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

12.4. Allow viewing signed documents after completion to check the accuracy of the signer's information.

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

Search

Individual, Organization

Search public services by criteria

13

Allow searching public services based on the following criteria:

13.1. Search by "Keyword".

13.2. Search by "Providing agency".

13.3. Search by "Field".

13.4. Search by "Level":

- Fully online public services;

- Partially online public services;

- Online information provision services;

- Other services (if applicable).

13.5. Search by "Object": Organization, individual.

Administrator, Individual, Organization

Search application records

14

14.1. Search and retrieve received application records on the Administrative Procedure Information System, at least through the application record number.

14.2. Search the status of electronically delivered results of administrative procedures, at least through the application record number.

Reflecting feedback and suggestions

Individual, Organization

Receive feedback and suggestions from citizens and businesses regarding administrative procedures

15

15.1. Allow receiving feedback and suggestions from citizens and businesses regarding administrative procedures.

15.2. Allow searching for responses to citizen and business feedback and suggestions.

Individual, Organization, Feedback and suggestion recipient

User satisfaction evaluation

16.1. Evaluate user satisfaction on the Central and Provincial Public Service Portal with the following content:

16

16.1. Evaluate user satisfaction on the Central and Provincial Public Service Portal with the following content:

a) Overall service evaluation;

a) Overall service evaluation;

b) Detailed evaluation of services, including: Evaluation of the convenience level when using services (ease of use of services, service response time during communication, data processing); timeliness in handling and delivering results by state agencies; attitude of support and online public service processing by state agencies (enthusiasm, communication style of officials when guiding and processing).

c) Each evaluation content according to three (3) levels: Very satisfied, Satisfied, Not satisfied.

16.2. Other evaluation contents according to the electronic evaluation form for individuals and organizations as prescribed in Article 12 of Circular No. 01/2018/TT-VPCP dated November 23, 2018 of the Government Office guiding the implementation of certain provisions of Decree No. 61/2018/NĐ-CP dated April 23, 2018 of the Government on the one-stop mechanism and interlinked one-stop mechanism in administrative procedure handling.

Individual, Organization

Statistics on the status of file processing

17

Statistics
status
file processing

Statistics on the status of administrative procedure file processing for fully online public services, partially online public services, online information provision services, and all files. The minimum statistical data shall be monthly, quarterly, annually, by administrative procedure field, and from the beginning of the year to the current date, specifically as follows:

17.1. Number of files received.

17.2. Number of files being processed.

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

17.4. Number of files resolved within the deadline.

17.5. Number of files resolved beyond the deadline.

17.6. Number of public services utilized.

All subjects

User support

18

Guidance on administrative procedures and online public services

18.1. Guide users to perform administrative procedures and online public services (through documentation containing images, instructional videos), including:

a) Guidance on frequently encountered administrative services to help users understand the procedures and steps involved when performing a task;

b) Guidance on registering and logging into the central government or provincial e-service portal;

c) Guidance on using functions provided by the central government or provincial e-service portal for users.

18.2. Provide common questions and answers to help users resolve typical issues when performing administrative procedures or using online public services.

18.3. Directly assist and guide users through a call center or support hotline number.

Search application records

19

Q&A, user opinion survey

19.1. The Q&A function allows:

a) Creating online questions;

b) Searching for online questions, compiling Q&A;

c) Answering online questions;

d) Managing online Q&A.

19.2. Conduct user opinion surveys through the Survey Platform for Public Opinion Collection (VNForm platform) or other survey platforms and applications that ensure:

a) Online opinion surveys can be conducted;

b) Aggregate survey information, report survey data.

Search application records

20

Virtual assistant

Allow support and guidance to users regarding public services, at least through messaging.

Individual, Organization

Other functions

21

User information management

Provide user account information management functions:

21.1. Support synchronization with centralized user databases of the central government or provincial level.

21.2. Manage public service users.

21.3. Manage public service user groups.

21.4. Manage access and usage rights to public services.

Search application records

22

Exploitation of the Electronic Data Management Repository of Organizations and Individuals

Provide the Electronic Data Management Repository of Organizations and Individuals to support organizations and individuals in managing and storing electronic information and data related to their administrative transactions, as stipulated in Clause 3, Article 16 of Decree No. 45/2020/NĐ-CP dated April 8, 2020 of the Government.

Individual, Organization

23

Record logs, statistics, and reports on access

23.1. Record usage logs of online public service users.

23.2. Statistics and reporting on the volume of online public service usage.

Administrator

No.

Functional Group

First contentful paint time

Recipient

Management of procedure, file, and form catalogues

1

Administrative Procedure Catalogue

1.1. The catalogue of fields, groups, and administrative procedures must be synchronized with the catalogue of fields, groups, and administrative procedures of the central government or provincial e-service portal.

1.2. Allow synchronization of the administrative procedure catalogue with the National Database on Administrative Procedures.

Administrator

2

Administrative File and Form Catalogue

2.1. Electronic files:

a) Must be provided in text file format (e.g., .docx, .xlsx, .pdf...);

b) Must ensure that when printed, they display equivalently to paper forms and allow users to fill in information easily and accurately.

2.2. File format in electronic files after digitization: Text or image format.

2.3. Maximum size for each file in electronic files: The maximum size for each file uploaded as an attachment to an electronic file must be announced at the attachment file selection location on the interactive form so that users are aware and can comply.

2.4. Allow creation, submission, and management of electronic files such as: entering files, searching for files, viewing file lists, supplementing files, deleting invalid files, managing sent files.

2.5. For forms, allow:

a) Management of administrative procedure forms;

b) Management of legal bases for forms;

c) Establishment/design of the following forms (as specified in Circular No. 01/2018/TT-VPCP dated November 23, 2018 of the Government Office):

- Receipt of file and appointment for result delivery;

- Request for supplementary and completion of files;

- Refusal receipt and file processing;

- Apology and rescheduling for result delivery;

- Processing control sheet;

- File tracking logbook;

- Various result forms for administrative procedures;

- Other relevant forms (based on actual needs).

Administrator

3

Workflow and processing of procedures

3.1. Establish/design and manage the workflow and processing of administrative procedure files between functional departments and groups of processing officers. The process must allow dynamic adjustment (flexibility in establishing/designing processes and procedures).

3.2. Allow setting processing deadlines at each step of the process cycle (note that the total processing time for all steps must be less than or equal to the resolution deadline; allow setting processing times at each step of the detailed process cycle down to the minute unit).

3.3. The process flow and handling must include the function of supplementing files.

3.4. The process flow and handling must reflect the administrative procedure resolution when receiving electronic files through the Government Service Portal at the central level, provincial level, National Government Service Portal, and the Administrative Procedure Resolution Information System from the central to local levels.

Administrator

Manage the list of administrative procedure processing statuses

4

Manage the list of administrative procedure processing statuses

4.1. Establish/design the list of administrative procedure processing statuses, display the processing status on the Central and Provincial Level Administrative Procedure Resolution Information System in accordance with Decree No. 61/2018/NĐ-CP dated April 23, 2018 of the Government on implementing the single-window mechanism in administrative procedure resolution, specifically as follows:

a) Submission of the application dossier

- Individuals, organizations submit files:

+ Status: Newly registered.

b) Receiving files

- Individuals, organizations wait for their files to be received:

+ Status: Waiting for receipt.

- Individuals, organizations have their files returned by the Single Window Unit:

+ Status: Waiting for supplementation.

- Individuals, organizations have supplemented their files:

+ Status: Files supplemented.

- Individuals, organizations request withdrawal of their files:

+ Status: Request to withdraw files.

- Individuals, organizations successfully withdraw their files:

+ Status: Withdrawn.

- The Single Window Unit receives files:

+ Status: Received.

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

- The Single Window Unit returns files that are incomplete, inaccurate, or outside its jurisdiction:

+ Status: Request for supplementary documents.

+ Information: Reason for supplementary completion of files.

- The Single Window Unit returns files to individuals, organizations requesting withdrawal of files:

+ Status: Returned.

- The Single Window Unit refuses to receive files:

+ Status: Processing stopped.

+ Information: Reason for refusal to receive.

c) Resolving administrative procedures

- The Single Window Unit transfers files:

+ Status: Under processing.

+ Information: Competent authority to resolve.

- The competent authority assigns processing:

+ Status: Under processing.

+ Information: Current position, department, person processing.

- The assigned person processes the file if the administrative procedure does not require verification or investigation of the file or has such requirements but the file meets the conditions to be submitted to the competent authority for decision:

+ Status: Under processing.

+ Information: Current position, department, person processing.

- The assigned person processes the file if the verification or investigation of the file does not meet the conditions for resolution:

+ Status: Request for supplementary documents.

+ Information: Reasons, contents needing supplementation.

- The assigned person processes the file after the review finds it does not meet the conditions for resolution:

+ Status: Processing stopped.

+ Information: Reasons for non-resolution.

- The assigned person processes the file when the file is under consultation from related agencies:

+ Status: Under processing.

+ Information: Current position, department, person processing.

- The assigned person processes the file when the file is processed through interconnection:

+ Status: Under processing.

+ Information: Current position, department, person processing.

- The assigned person processes the file when the resolution deadline is exceeded:

+ Status: Under processing.

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

- Individuals, organizations supplement files according to Clause 4, Article 19 of Decree No. 61/2018/NĐ-CP dated April 23, 2018 of the Government:

+ Status: Files supplemented.

- Individuals, organizations pay fees/taxes:

+ Status: Financial obligation required.

d) Deliver results/Receive results

- The Single Window Unit transfers completed files back to the Single Window Unit for file delivery:

+ Status: Completed processing.

+ Information: Results being delivered.

- Individuals, organizations wait to receive the results of administrative procedure resolution:

+ Status: Waiting for result delivery.

- Individuals, organizations receive the results of administrative procedure resolution:

+ Status: Result delivered.

+ Information: Scheduled date for result delivery (Example: August 25, 2023).

4.2. Define and manage the workflow of status transition during the file circulation process within the administrative procedure resolution process cycle.

4.3. Synchronize the status of administrative procedure file processing with the Central and Provincial Level Government Service Portals.

Individuals, organizations, Single Window Units, competent authorities to resolve, assigned persons

Resolve administrative procedure files

5

Receiving application forms

5.1. Support staff in receiving and delivering results: Display the list of files corresponding to the administrative procedure, display the list of regulations applicable to the administrative procedure to be resolved.

5.2. Enter new files, enter supplementary files (according to application forms, declaration forms, and related documents): Required information, identification information, and attached documents. Check the completeness and compliance of the entered information fields.

5.3. The administrative procedure file number is automatically generated by the Administrative Procedure Resolution Information System and is uniformly used in transactions between agencies, units, and organizations/citizens; between agencies and units; and among systems. The structure of the administrative procedure file number follows Article 26 of Decree No. 61/2018/NĐ-CP dated April 23, 2018 of the Government. The structure of the agency/organization identifier follows Decision No. 20/2020/QĐ-TTg dated July 22, 2020 of the Prime Minister regarding the electronic identifier of agencies and organizations for data sharing with ministries, sectors, and localities.

5.4. Receive electronic files from the Central and Provincial Level Government Service Portals; have mechanisms to distinguish files received on the Central and Provincial Level Government Service Portals, files received at the Single Window Unit, and files received via online public service channels on the internet.

5.5. Display the list of received files by type with information: Type of administrative procedure, file number, content of the file, scheduled delivery date...

5.6. Transfer for processing: As prescribed by law.

5.7. Manage communication and contact information of organizations and individuals.

5.8. Allow cancellation and restoration of files (when not yet submitted/received by the receiving staff).

5.9. Support for verifying and exploiting existing personal and organizational files on internal systems of ministries, provinces, or through connections to national databases and information systems spanning from central to local levels to simplify relevant application components and documents related to individuals and organizations.

5.10. Support for notifying citizens that their applications have been received through the following methods: Notification/SMS/OTT/email.

Staff Receiving and Delivering Results

6

Supplemental File Reception

6.1. Display list of pending supplementary files.

6.2. Allow updating supplementary information when organizations or individuals provide all necessary information and documents.

6.3. Transfer for processing: As prescribed by law (by department or individual).

6.4. Support for receiving electronic supplementary files from the Ministry-level and Provincial-level Public Service Portal.

6.5. Support for notifying citizens about supplementary file information updates or online payments to staff responsible for receiving supplementary files in a timely manner through the following methods: Notification/SMS/OTT/email.

6.6. Support for receiving supplementary files via postal services.

Staff Receiving and Delivering Results

7

Assignment of Case Handling

7.1. Support for department leaders to assign case handling for files transferred for processing to departments.

7.2. Reassignment of case handling.

7.3. Ready to interconnect and update the status and trace of administrative public electronic files with single-window units at various levels and other agencies within the ministry or province (internal interconnection) through an integrated data sharing platform at the ministry or provincial level.

7.4. Allow attachment of files and digital signing of files.

Department Leaders

8

Acceptance of the case

8.1. Display list of files currently being processed: File code, file content, date of return appointment, file status.

8.2. Display full information of selected files for processing and attached documents.

8.3. Support for processing files according to predefined categories: Files awaiting processing, files requiring supplementary information, files supplemented and awaiting processing, files already involved in processing.

8.4. Support for processing delegation and extension of processing time (if permitted).

8.5. Transfer to the Receiving and Delivering Results unit to notify requirements for supplementary files (if applicable).

8.6. Request for coordination in processing or transfer for processing without coordination.

8.7. Submit for approval.

8.8. Interconnect and update the status and trace of electronic files with related agencies within the ministry or province (internal interconnection) through an integrated data sharing platform at the ministry or provincial level.

8.9. Support for notifying citizens that their files have been assigned for handling (Notification/SMS/OTT/email...).

8.10. Allow attachment of files and digital signing of files.

Case Handlers

9

Approve Files

9.1. Display list of files awaiting approval. Allow transfer back to departments or processors if draft results of administrative procedures do not meet requirements and need to be resubmitted.

9.2. Allow multiple approvals (in cases where files must be circulated multiple times to other agencies for coordinated processing).

9.3. Reject files and update directive comments.

9.4. Display list of approved files. Display list of rejected files.

9.5. Interconnect and update the status and trace of electronic files with related agencies within the ministry or province (internal interconnection) through an integrated data sharing platform at the ministry or provincial level.

Unit Leaders, Department Leaders Authorized to Approve

10

Delivering results

10.1. Allow digital signing of files to deliver results of administrative procedure resolution online.

10.2. Display information on resolved files, result delivery status; completion time of file processing, waiting time for result delivery (used to determine whether the file is on time or overdue).

10.3. Support for notifying organizations and individuals of file processing results via email/SMS/OTT based on registration.

10.4. Support for notifying the time to fulfill financial obligations for administrative procedures that require such obligations.

10.5. Update result delivery information for individuals and organizations, delivery time, and payment receipt as prescribed.

10.6. Update recipient information (in cases of proxy receipt or authorized receipt).

10.7. Update result delivery data into the system. In cases where results are available but citizens or organizations do not bring original files for verification, update data indicating non-delivery until conditions for result delivery are met as prescribed.

10.8. Support for delivering results through postal services according to Decision No. 45/2016/QĐ-TTg dated October 19, 2016, of the Prime Minister.

10.9. Interconnect electronic result delivery information with related agencies within the ministry or province (internal interconnection) through an integrated data sharing platform at the ministry or provincial level.

Staff Receiving and Delivering Results

11

Function of Delivering Administrative Procedure Resolution Results Through Postal Services

11.1. Select service to receive results through postal services.

11.2. Provide an electronic form to supply information for postal services. Minimum information about the result recipient includes:

a) Full name;

b) Phone number;

c) Result delivery address (select province/city, district/county, and detailed address).

Staff Receiving and Delivering Results

12

Printing Function

12.1. Print directly from software (can print immediately during processing and reprint later) the following types of documents:

a) Application Receipt and Return Date Appointment Notice;

b) Supplementary Information Request Form;

c) Refusal to Accept and Process Application Form;

d) Apology and Rescheduled Return Date Notice;

đ) File Processing Control Form;

e) File Tracking Logbook.

12.2. Allow printing of personal and organizational information into forms and declarations (for online submissions on the Ministry-level and Provincial-level Public Service Portal).

Unit Leaders, Department Leaders, Case Handlers, Staff Receiving and Delivering Results, Procedure Supervisors

Statistical reports

13

Report

13.1. Statistical reports based on various criteria: Field, time, processing unit, status, processing process, processor.

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

13.3. Publicly disclose the status of processing files on a periodic basis.

13.4. Print statistical reports directly from the software.

13.5. Allow searching and exporting information about organizations and individuals using public services for reporting or surveys.

13.6. Generate visual statistical reports on the results of administrative procedures in graphical form (charts, diagrams, images...).

Unit Leaders, Department Leaders, Case Handlers, Staff Receiving and Delivering Results, Procedure Supervisors

14

Report forms

14.1. Permit defining report forms based on all attributes associated with administrative procedure files, processing situation reports, and regular reports.

14.2. Personalize report forms. Allow users to save their own report formats and reuse them when necessary.

14.3. Customize visual reports through the interface.

Administrator

Record Management

15

File circulation

15.1. Permit circulating files between units within the agency to facilitate file coordination.

15.2. Update the processing status during the handling of administrative procedures.

Receiving and Delivering Officer, Administrative Handler, Archivist

Manageýcommon electronic catalog

16

Manage common electronic catalog

16.1. Ensure synchronization with the common electronic catalog system of the ministry, province (if applicable), and with central agencies and the common electronic catalog management information system of state agencies.

16.2. Manage internal electronic catalogs.

Administrator

Administration users

17

User administration

17.1. Establish and administer user groups and individual users: name, position, department, personal information, system access rights.

17.2. Assign permissions according to the administrative procedure processing workflow (group-based, individual, position-based).

17.3. Manage registration accounts of organizations and individuals; activate accounts; allow searching and exporting information about organizations and individuals for reporting purposes.

Administrator

Administration and use of the Electronic Data Management Repository for Organizations and Individuals

18

Administer the Electronic Data Management Repository for Organizations and Individuals

The Electronic Data Management Repository for Organizations and Individuals ensures:

18.1. Can configure synchronization of administrative procedure catalogs, results, and file components.

18.2. Can reuse documents from the central and provincial-level Electronic Data Management Repositories; if data is not found in the Repository, the central and provincial-level Electronic Data Management Repositories will request queries from the National Public Service Portal's Electronic Data Management Repository.

18.3. Statistically track document storage and reuse in the Electronic Data Management Repository for Organizations and Individuals.

18.4. Can design dynamic forms for stored documents to record important information fields.

18.5. Can statistically track storage capacity for each organization and individual.

18.6. Meet the requirements for storing received files and administrative procedure resolution results according to current archival regulations.

18.7. Meet the requirements for converting electronic administrative procedure files and resolution results into paper documents as stipulated in Article 18 of Decree No. 45/2020/NĐ-CP dated April 8, 2020 issued by the Government.

Administrator, Administrative Handler, Receiving and Delivering Officer, Procedure Control Officer

19

Use the Electronic Data Management Repository for Organizations and Individuals

19.1. Permit storing file components and administrative procedure resolution results in the Electronic Data Management Repository for Organizations and Individuals.

19.2. Permit storing files refused for acceptance by individuals and organizations.

Administrator, Administrative Handler, Receiving and Delivering Officer, Procedure Control Officer

Monitor the processing of administrative procedure files

20

Monitor the processing of administrative procedure files

20.1. Permit recording the processing trail of administrative procedure files over time.

20.2. Support functions for exporting reports in various formats (text, spreadsheet, presentation) as per Circular No. 39/2017/TT-BTTTT dated December 15, 2017 of the Ministry of Information and Communications (e.g., .docx, .xlsx, .pdf...) and according to periodic and ad hoc reporting requirements under the authority of ministries, sectors, and localities.

Unit Leaders, Department Leaders, Case Handlers, Staff Receiving and Delivering Results, Procedure Supervisors

Operation and management

21

Check file status

21.1. Check file status and results of file processing by organizations and individuals.

21.2. Support for checking through: QR code, file number, mobile applications, SMS, or other OTT applications... The minimum requirement must include the ability to check through file number.

Staff Receiving and Delivering Results

22

Directives and management

Integration with the Ministry-level and Provincial-level Public Service Portal to provide information on directives and management:

22.1. Information on operational files that need to be processed.

22.2. Public information on the processing status of files by period: Number of files processed within deadline, number of files overdue.

22.3. Search and guide on administrative procedures for organizations and individuals.

22.4. Detailed information on the file processing process such as: File status; which department the file is currently at; which steps have been completed; which departments are overdue; who is directly processing the file (if applicable); files approaching deadline.

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

Utilities

23

Notifications and reminders

23.1. For officers receiving and delivering results:

Function to notify the overall situation of files under their authority to process, displayed by type of file:

a) Number of files awaiting receipt;

b) Number of files awaiting supplementation;

c) Number of files awaiting result delivery;

d) Number of supplemented files awaiting receipt;

đ) Number of files being processed;

e) Number of rejected files;

g) Number of files nearing expiration date;

h) All files.

23.2. For officers handling cases:

Function to notify the overall situation of files under their authority to process, displayed by type of file:

a) Number of files being handled awaiting resolution (within deadline/overdue);

b) Number of files awaiting supplementation;

c) Number of files awaiting signature;

d) Number of files assigned for processing.

23.3. For department heads:

Function to notify the overall situation of files under their authority to process, displayed by type of file:

a) Number of files awaiting assignment for handling (within deadline/overdue);

b) Number of files awaiting approval;

c) Number of files awaiting unit leader's signature;

d) Number of files participating in processing.

23.4. For unit leaders: Function to notify the number of files awaiting approval.

23.5. Remind tasks exceeding processing deadlines. Remind when new tasks requiring processing arrive.

23.6. Support integration of reminder functions on shared systems such as internal information systems used by ministries and provinces.

All officers

24

Search

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

24.2. Can search according to individual criteria or combine multiple criteria.

All officers

25

Display visual workflow of administrative procedures

During definition, management, and reporting, the workflows and processing of administrative procedure files are displayed in a visual diagram.

Managers, Department heads, Unit leaders

Interconnection, integration, and sharing of information

26

System integration

26.1. Ensure the capability to integrate electronic payment.

26.2. Ensure the capability to integrate eSign portal.

26.3. Ensure the capability to integrate electronic invoices.

26.4. Ensure the capability to integrate postal services (e.g., VNPost, Viettel Post...).

26.5. Ensure the capability to integrate SMS messages.

26.6. Ensure the capability to integrate software (e.g., document management software, judicial record software, household registration, business registration, enterprise file information lookup software...).

26.7. Ensure the capability to integrate information exchange services.

Administrator

27

Connect, integrate, and share information with the National Public Service Portal

27.1. Implement connection, integration, and sharing of information with the National Public Service Portal according to Circular No. 01/2023/TT-VPCP dated April 5, 2023 of the Government Office.

27.2. Synchronize and share information between the Ministry-level and Provincial-level Administrative Procedure Resolution Information System and the National Public Service Portal.

Administrator

28

Connect, integrate, and share information with Information Systems provided by ministries and sectors for online public services within the jurisdiction of state agencies at all levels in provincial and centrally-administered cities

28.1. Implement connection, integration, and sharing of information with Information Systems provided by ministries and sectors for online public services within the jurisdiction of state agencies at all levels in provincial and centrally-administered cities as prescribed.

28.2. Synchronize and share information between the Provincial-level Administrative Procedure Resolution Information System and Information Systems provided by ministries and sectors for online public services within the jurisdiction of state agencies at all levels in provincial and centrally-administered cities.

Administrator

I

Top of page section

1

Top page information

1.1. The top left corner of the top page displays the following content:

a) Emblem (logo) displaying the state seal or emblem (logo) of the unit;

b) Full name of the Ministry-level or Provincial-level Public Service Portal.

Mandatory application

1.2. The top right corner of the top page provides a registration and login button.

Mandatory application

1.3. Banner at the top page ensures a simple design, easy to view, and attracts user attention.

Recommended application

2

Home page link

2.1. Directly attached to the emblem (logo) and name of the Ministry-level or Provincial-level Public Service Portal.

Mandatory application

2.2. Attached to the Home button.

Mandatory application

3

Navigation bar

3.1. Located at the end of the top page section, containing links to other pages on the Ministry-level or Provincial-level Public Service Portal.

Mandatory application

3.2. The navigation bar ensures that components are arranged in the following order:

a) Home: Returns to the home page of the current Ministry-level or Provincial-level Public Service Portal;

b) Introduction: General introduction to the Ministry-level or Provincial-level Administrative Procedure Information System; functions available on the menu and user interface;

c) Administrative Procedures: Provides a list of administrative procedures, online information services;

d) Online Public Services: Provides a list of full and partial online public services; online submission of applications;

đ) File Search: Conducts file search, may create sub-navigation bars for searching multiple components;

e) Feedback: Sends feedback, searches for response results;

g) Evaluation: Evaluates user satisfaction;

h) Statistics: Statistics on the status of administrative procedure processing;

i) Support: Creates a sub-navigation bar including online payment, usage guide, frequently asked questions, ask and answer, surveys, etc.;

k) Other services (If any).

Recommended application

II

Main information section

4

Advanced search box

4.1. The advanced search box serves to search for public service information; displayed prominently and placed directly below the navigation bar.

4.2. Allows minimum search by keyword, agency, field.

Mandatory application

5

Call-to-action buttons

Display these buttons next to or below the advanced search box with the purpose of attracting user attention in the following actions:

5.1. Submitting online public services.

5.2. Searching files.

5.3. Online payment.

5.4. Other functions.

Recommended application

6

List of fields implementing public services

Displays a list of fields implementing public services in two columns:

6.1. Left column: Citizens (People).

6.2. Right column: Enterprises.

Recommended application

7

Other information

Displays information such as image and video guides, statistical reports, lists of completed administrative procedure files...

Recommended application

III

Bottom page section

8

Bottom page information

Ensure the following complete information:

8.1. Name of the managing agency of the Ministry-level or Provincial-level Administrative Procedure Information System.

8.2. Address of the managing agency.

8.3. Support (Help desk for using public services or support phone number for using public services).

8.4. Email address of the managing agency.

8.5. Other information (If applicable).

Mandatory application

No.

Specific requirements

First contentful paint time

1

First content display time

Is the time users must wait to see the first content on the Ministry-level or Provincial-level Public Service Portal after the page starts loading. Requirement is less than 3 seconds. Encouraged to meet shorter times depending on practical circumstances.

2

Longest content display time

Is the time the browser needs to display the largest part of the Ministry-level or Provincial-level Public Service Portal (could be an image, video...). Requirement is less than 4 seconds. Encouraged to meet shorter times depending on practical circumstances.

3

Content loading speed

Is the time the Ministry-level or Provincial-level Public Service Portal needs to fully display content on the screen. Requirement is less than 5.8 seconds. Encouraged to meet shorter times depending on practical circumstances.

4

Response time

Is the time the Ministry-level or Provincial-level Public Service Portal needs to process each task (request) during the page loading process. Requirement is less than 0.6 seconds. Encouraged to meet shorter times depending on practical circumstances.

No.

Specific requirements

First contentful paint time

1

The system has an average response time of less than 2.5 seconds for each separate main workflow and does not include workflows of a statistical or reporting nature (response time is calculated from when the user sends a request to the system until receiving data from the system).

Maximum response time

2

The system has a maximum response time of less than 30 seconds for all operations across the entire page.

Simultaneous access

3

The system can handle at least 5,000 simultaneous accesses or according to specific requirements of the Ministry or Province.

Number of simultaneous active users

4

The system can handle at least one-sixth the number of simultaneous accesses as the number of simultaneous active users (with different tasks generating requests to the system), equivalent to users who are proficient in using the system.

OTHER

1

Complies with point a, Clause 2, Article 13 of Decree No. 42/2022/NĐ-CP dated June 24, 2022 of the Government on providing information and online public services of state agencies on the internet.

User interface

2

2.1. The web browser interface ensures friendliness and convenience for users, with clear distinctions between information areas.

2.2. The mobile device user interface supports at least:

a) Optimized and compatible with mobile devices, easy-to-read font size;

b) Suitable content display size, no need to zoom in or rotate horizontally;

c) Links and paths are spaced apart to facilitate finger operations.

Easy to find administrative procedures, online public services

3

Users can easily find the following services within a maximum of three clicks from the home page of the Ministry-level or Provincial-level Public Service Portal; easily find administrative procedures and online public services through common search tools.

Users can easily find services within a maximum of three mouse clicks from the homepage of the central or provincial government service portal; they can easily locate administrative procedures and online public services using common search tools.

4

Support for IPv6, DNSSEC, HTTPS using TLS v1.2 or higher protocol

Ready to support new generation Internet addresses IPv6, DNSSEC. Implement HTTPS using TLS v1.2 or higher protocol with secure encryption methods for user authentication and transmission of sensitive information (personal information, payment information).

5

System status signal

There is a signal indicating the system is processing information. This signal must be consistently used throughout the entire processing screen of the System (the signal may be a rotating circle, hourglass...).

6

File format

File formats (files entered into the system, files exported from the system, files stored in electronic records...) comply with file formats (text, images...) specified in Circular No. 39/2017/TT-BTTTT dated December 15, 2017 of the Ministry of Information and Communications.

7

Storage capacity

8.1. Possess large storage capacity over long periods of time (compatible or using common database management systems such as SQL Server, MySQL, Oracle or equivalent systems).

8.2. Possess the ability to store various data formats such as structured, semi-structured, unstructured data in attachment form (text file data, video data, image data, sound data).

8

Standardize data for storage

Standardize data for storage according to the Unicode character standard.

9

Browser compatibility

Compatible with current popular browsers: Chrome, Safari, Edge, Firefox, Coc Coc.

10

Vietnamese character encoding

Support displaying Vietnamese according to the Unicode standard.

11

Compliance with web content standards

Comply with web content standards as stipulated in Circular No. 39/2017/TT-BTTTT dated December 15, 2017 of the Ministry of Information and Communications.

12

Date and time display format

Display date and time in the format DD/MM/YYYY and hh:mm:ss.

13

Device connection

13.1. Allow connection to barcode reader devices for file lookup via barcode.

13.2. Allow connection to scanners and printers.

13.3. Support connection to Smart Kiosks (Kiosk) for information lookup, guidance on administrative procedures, online public services.

13.4. Allow automatic connection to queuing and numbering systems.

13.5. Allow automatic connection to satisfaction evaluation systems.

13.6. Allow connection to devices serving the central and provincial level administrative procedure information systems.

14

Data standard

Provide output data in XML or JSON format to serve report preparation according to current regulations, internal unit regulations, while providing data in standardized formats to facilitate information exchange with other systems (The structure of the XML or JSON file is determined based on the actual information exchange needs of the systems unless otherwise specified).

15

Operational capability

The system has the capability to operate continuously 24/7.

16

Simultaneous access control

Allow control of simultaneous access by the same user account on multiple computers/devices.

17

Attach common formats

Allow direct viewing in the browser of attachments with certain common formats (Example: .doc; .docx; .xls; .xlsx; .rtf, pdf).

18

Anti-spam measures

Have mechanisms to prevent spam (in the form of captcha, audio...).

19

Support convenient information access and assist people with disabilities

Apply the Web Content Accessibility Guidelines 2.0 (WCAG 2.0) standard.

20

Convenient access on multiple devices

Ensure users can access conveniently from different devices: Desktop computers, tablets, mobile phones.

21

Online public service channels on the internet

21.1. Based on specific conditions, state agencies proactively implement other online public service channels besides the national-level and provincial-level public service portals.

21.2. Online public service channels on the internet ensure the following basic functions at minimum:

a) Administrative procedure lookup function ensuring compliance with point d clause 1 Article 5 of this Circular;

b) Function to exchange information with users during the provision of online public services;

c) Function to evaluate satisfaction with provided online public services;

d) Support for users, including: Guidance on administrative procedures and online public services; question-and-answer sessions, user opinion surveys;

đ) Synchronize information and processing status of public services with the National Public Service Portal, central and provincial-level public service portals.

1

Visits (Visit)

Number of visits to the central and provincial-level public service portals.

2

Page views (Page view)

Number of page views on the central and provincial-level public service portals.

3

Visitors (Visitor)

Users accessing the central and provincial-level public service portals.

4

Bounce rate (Bounce Rate)

Percentage of users who leave the central and provincial-level public service portals after visiting only one component page. (users visit a component page and leave immediately without accessing any other pages).

5

Hits, Sessions, Avg. Session Duration,…

Other collected metrics.

6

CodeProfile

Profile code.

7

SiteId

System information processing administrative procedures code.

8

CodeTTHC

Administrative procedure code.

9

NameTTHC

Administrative procedure name.

10

Status

Record status.

11

FormsReception

Record form (reception, processing, result delivery).

12

FormsPayments

Payment method.

13

Level

Level of public service.

14

IsFromDVCQG

Records received from the National Public Service Portal.

15

IsDVCBC

Records delivered through postal service.

16

Data

Other data.

17

User

Users (citizens, businesses); staff receiving, processing, resolving and delivering results of administrative procedure records.

NAME OF AUTHORITY
-------

SOCIALIST REPUBLIC OF VIET NAM
Independence - Freedom - Happiness
---------------

No.: ...
Re: Providing information for connection to the EMC System

……ngày……Article 1. This Circular stipulates regulations on receiving citizens, handling and resolving complaints, reports, petitions, and reflections of the Ministry of Information and Communication including: citizen reception work; receipt, handling, and resolution of complaints, reports, petitions, and reflections; ensuring conditions for citizen reception, complaint resolution, petition resolution, reflection resolution; management of complaint and report resolution work and reporting systems.…… year………….

Name of agency

Provider's address

Telephone number

Contact person

Name of contact person

Telephone

Email

Serial number

Full Name

Representative

Unit

Mobile phone

Email

Connected system name

Domain Name

Place of Receipt:
- As above;
- Requesting agency;
- To be filed:…

REPRESENTATIVE OF THE AUTHORITY

(signing and implementing Agreementsplease specify full nameand affix seal)