Circular No. 22/2019/TT-BTTTT stipulates criteria for the functions and technical features of the Government Service Portal and the Single Window Information System at the ministerial and provincial levels.

MINISTRY OF INFORMATION AND COMMUNICATION
COMMUNICATION
-------

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

Number: 22/2019/TT-BTTTT

Hanoi, December 31, 2019

Place of Receipt:
- Prime Minister and Deputy Prime Ministers;
- National Assembly's Office;
- Central Party Office and Party Committees;
- General Secretary's Office;
- President's Office;
- Government Office;
- Ministries, ministerial-level agencies, agencies under the Government;
- Provincial and municipal People's Committees directly under the central government;
- Specialized units for Information Technology of ministries, ministerial-level agencies, government agencies;
- Provincial Departments of Information and Communications under central cities and provinces;
- Legal Documents Supervision Bureau (Ministry of Justice);
- Official Gazette of the Socialist Republic of Vietnam;
- Units under the Ministry of Finance;
- Official Website of the Ministry of Information and Communications;
- Ministry of Information and Communications: Ministers and Deputy Ministers; agencies and units under the Ministry;
- To be filed: VT, THH. (350)

THE MINISTER




Nguyen Manh Hung

Procedures

Implementation procedure

Detailed Status/Detail Information

As stipulated in Decree No. 61 (*)

Objectives

Submitting Files

1. Submitting files through the One-Stop Shop/Postal Services (Paper Files)

Clause 1 and 2, Article 16

Individual, Organization

2. Submitting files through the Public Service Portal (Electronic Files)

- Status: Newly registered.

Clause 3, Article 16

Individual, Organization

Receiving application forms

1. Receiving paper files: Scanning and storing electronic files in the single window electronic system

Clause 1, Article 17

1.1. Incomplete or inaccurate files

- Status: Request for additional documents;

- Information: Reasons for supplementing and completing the file.

Point a, Clause 1, Article 17

One-Stop Shop

1.2. Refusal to accept

- Status: Not accepted;

- Information: Reasons for refusal to accept.

Point b, Clause 1, Article 17

One-Stop Shop

1.3. Accepting files

- Status: Accepted.

Point c, Clause 1, Article 17

One-Stop Shop

2. Receiving electronic files

Clause 2, Article 17

2.1. Incomplete, inaccurate files or outside the jurisdiction to resolve

- Status: Request for additional documents (if the file needs supplementation or correction);

- Status: Not accepted (if the file is not accepted);

- Information: Reasons for supplementation, correction, or non-acceptance of the file.

Point a, Clause 2, Article 17

One-Stop Shop, Reception Unit

2.2. Accepting files and transferring for resolution (authorities have not yet processed)

- Status: Accepted.

Point b, Clause 2, Article 17

One-Stop Shop, Reception Unit

3. Files have been supplemented for cases under point a, Clause 1 and point a, Clause 2, Article 17

- Status:

Files have been supplemented.

Individual, Organization

Processing Administrative Procedures

1. Transferring files

- Status: Being processed;

- Information: Authority responsible for resolution.

Article 18

One-Stop Shop, Reception Unit

2. Assigning processing

- Status: Being processed;

- Information: Current position, department, person processing.

Clause 1, Article 19

Authority responsible for resolution

3. Processing files

Clause 2, Article 19

Person assigned to process

3.1. Cases where the administrative procedure does not require verification or examination of the file or requires but the file already meets the conditions to be submitted to the competent authority for decision

- Status: Being processed;

- Information: Current position, department, person processing.

Clause 2, Article 19 and Clause 3, Article 19

3.2. Cases requiring verification or examination of the file

Clause 3, Article 19

3.2.1. When verifying or examining the file does not meet the conditions for resolution.

- Status: Request for additional documents;

- Information: Reasons, content needed to be supplemented.

Clause 4, Article 19

3.2.2. After verification, the file does not meet the conditions for resolution

- Status: Processing suspended;

- Information: Reason for non-resolution.

Clause 8, Article 19

3.3. Files awaiting comments from relevant agencies.

- Status: Being processed;

- Information: Current position, department, person processing.

Clause 5, Article 19

3.4. Files processed through interlinked procedures.

- Status: Being processed;

- Information: Current position, department, person processing.

Clause 6, Article 19 and Clause 7, Article 19

3.5. Files overdue for resolution.

- Status: Being processed;

- Information: Processing deadline, time exceeded (Example: Deadline 15/08/2019

- Overdue by 3 days).

Clause 9, Article 19

4. Files supplemented in accordance with Clause 4, Article 19

- Status: Files have been supplemented.

Individual, Organization

5. Payment of fees/taxes

- Status: Financial obligation required.

Individual, Organization

Delivering results/Receiving results

1. Files completed and transferred back to the one-stop service counter for delivery

- Status: Completed processing;

- Information: Delivering results in progress.

Article 20

One-Stop Shop

2. Individuals, organizations receiving administrative procedure results

- Status: Results delivered;

- Information: Date of result delivery (example: 15/8/2019).

Article 20

Individual, Organization

No.

Group criteria

Criteria

Target population

Management of procedure catalogues, files, forms

1

Catalogue of administrative procedures

1.1. The catalogue of fields and groups of administrative procedures must be synchronized with the catalogue of fields and groups of administrative procedures of the Government Service Portal of the ministry or province.

1.2. Definition and management of each administrative procedure:

a) Procedure steps.

b) Method of implementation: direct at the administrative agency or online via the Internet.

c) File: file components including application forms, declaration forms, related documents and papers; number of file sets.

d) Resolution period.

đ) Resolution outcome: permit, certificate, registration, professional license, card, approval decision, certificate, confirmation document, administrative decision, confirmation letter, signboard, approval document, degree or other type of document.

e) Requirements and conditions for implementing administrative procedures (if applicable).

g) Legal basis for administrative procedures.

h) Information about fees/charges (if applicable) of administrative procedures.

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

Administrator

2

Administrative procedure files and forms

2.1. Electronic administrative files:

a) Must be provided in text file format.

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

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

2.3. Size of a file in electronic administrative files: maximum size for each file uploaded as part of the electronic administrative file must be announced at the attachment file selection position on the interactive form so that users can know and comply with it.

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

2.5. For forms, allow:

a) Management of procedural forms.

b) Management of legal bases for forms.

c) Define the following forms (model forms prescribed in Circular No. 01/2018/TT-VPCP dated November 23, 2018 of the Chairman, Chief 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 implementing the one-stop mechanism and interlinked one-stop mechanism in administrative procedure resolution):

- Receipt of file and appointment for result delivery;

- Request for supplementary and completion of files;

- Refusal receipt for file handling;

- Apology and rescheduling for result delivery;

- Process control sheet for file handling;

- File tracking book;

- Result forms for administrative procedure resolution;

- Other related forms (as needed).

Administrator

3

Procedure flow and processing cycle

3.1. Definition and management of the procedure flow and processing cycle between departments and functional units and groups of processors. The process must allow dynamic adjustment (flexibility in defining processes and procedures).

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

3.3. The procedure flow and processing cycle must include the function of supplementing files.

3.4. The procedure flow and processing cycle must reflect the handling of administrative procedures upon receipt of electronic files through the Government Service Portal of the ministry or province.

Administrator

4

Management of administrative procedure processing status catalogues

4.1. Definition of the administrative procedure processing status catalogue. The status catalogue must be consistent with the requirements for displaying processing status in Appendix I.

4.2. Definition and management of the transition diagram for processing status changes during the file circulation process in the administrative procedure processing cycle.

4.3. Synchronize administrative procedure processing status with the Government Service Portal of the ministry or provincial level.

Administrator

Receiving and processing files

5

Receiving application forms

5.1. Support for staff receiving and delivering results: display the list of files to be submitted corresponding to the administrative procedure, display the list of legal documents stipulated for the administrative procedure to be resolved.

5.2. Enter new files, supplement files (according to application forms, declaration forms, and related documents and papers): required information, identification information, and attached documents. Check the completeness and legality of the entered information.

5.3. The administrative procedure file number is automatically assigned by the electronic one-stop information system and is uniformly used in transactions between agencies, units, individuals, and between agencies and units. The structure of the administrative procedure file number according to Circular No. 01/2018/TT-VPCP.

5.4. Receive electronic administrative files from the Government Service Portal; have a mechanism to distinguish files received on the Government Service Portal from those received at the one-stop service counter.

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

5.6. Transfer for processing: according to the defined procedure.

5.7. Management of communication information and contact details of organizations and individuals.

5.8. Permission to cancel, restore records (when not yet submitted/received by the reception officer).

5.9. Support for verifying and exploiting personal and organizational records already available on the internal system of the ministry/province or through connections to the national database system, information systems with scope and range from central to local levels to support simplification of record components and related documents concerning individuals and organizations.

5.10. Support for notifying citizens that their records have been received (Notification/SMS/OTT/email...).

Reception and Result Delivery Officer

6

Supplementing Records

6.1. Display list of pending supplementary records.

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

6.3. Transfer for processing: according to defined procedures (by department or individual).

6.4. Support for receiving supplementary electronic records from the Public Service Portal.

6.5. Support for notifying citizens who have supplemented record information or made online payments to the supplementary reception officer for timely handling (Notification/SMS/OTT/email...).

6.6. Support for receiving supplementary records via postal services.

Reception and Result Delivery Officer

7

Allocation of Record Handling

7.1. Support for department leaders to allocate handling of records transferred for processing to departments.

7.2. Reallocate handling.

7.3. Ready to interconnect and update the status and trace of administrative public electronic record processing with single-window units at various levels and other agencies within the ministry/province (internal interconnection) through a shared integration platform at the ministerial/provincial level.

Department Leaders

8

Acceptance of the case

8.1. Display list of ongoing records: record code, record content, date of return appointment, record status.

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

8.3. Support for processing records according to predefined categories: pending records, records requiring supplementation, supplemented records awaiting processing, records already involved in processing.

8.4. Support for delegating processing, extending processing time for records (if permitted).

8.5. Transfer to the Reception and Result Delivery Unit to notify requirements for supplementary records (if applicable).

8.6. Request for coordination in processing or transfer for processing in cases where coordination is not required.

8.7. Submit for approval.

8.8. Interconnect and update the status and trace of administrative public electronic records with relevant agencies within the ministry/province (internal interconnection) through a shared integration platform at the ministerial/provincial level.

8.9. Support for notifying citizens that their records have been processed (Notification/SMS/OTT/email...).

Record Processing Officer

9

Approve Records

9.1. Display list of pending records for approval. Allow transferring 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 records must be circulated multiple times to other agencies for coordinated processing).

9.3. Reject records, update directive comments.

9.4. Display list of approved records. Display list of rejected records.

9.5. Interconnect and update the status and trace of administrative public electronic records with relevant agencies within the ministry/province (internal interconnection) through a shared integration platform at the ministerial/provincial level.

Unit Leaders, Department Leaders authorized to approve

10

Delivering results

10.1. Display information on resolved records, result delivery status; completion time of record processing, waiting time for delivering results (used to determine whether records are timely or overdue).

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

10.3. Support for notifying financial obligation deadlines for mandatory administrative procedures requiring financial obligations.

10.4. Update result delivery information for individuals and organizations, delivery time, and payment receipt according to regulations.

10.5. Update information of result recipients (in cases of proxy or authorized receipt).

10.6. Update result delivery data into the system. In cases where citizens or organizations do not bring original documents for verification, update data indicating non-delivery until conditions for result delivery are met according to regulations.

10.7. Support for delivering results through public postal services according to Decision No. 45/2016/QĐ-TTg.

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

Reception and Result Delivery Officer

11

Function of Delivering Administrative Procedure Resolution Results Through Public Postal Services

11.1. Select service to receive results through public postal services.

11.2. Provide electronic forms to supply information for using public postal services. Minimum recipient information:

- Full name;

- Phone number;

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

Reception and Result Delivery Officer

12

Printing Function

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

- Receipt of file and appointment for result delivery;

- Supplementary Record Completion Request Form;

- Record Rejection Notice;

- Apology and Rescheduled Return Date Notice;

- Record Processing Control Sheet;

- Record Tracking Logbook.

12.2. Allow printing personal and organizational information into application forms and declaration sheets (for online submissions on the Public Service Portal).

Statistical reports

13

Report

13.1. Statistical reports according to multiple criteria: field, time, processing unit, status, processing process, processor.

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

13.3. Publicly disclose processing status of records periodically.

13.4. Print statistical reports directly from software.

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

Unit Leaders, Department Leaders, Record Processing Officers, Reception and Result Delivery Officers, Procedure Supervisors

14

Report Forms

14.1. Allow defining report forms based on all attributes associated with administrative procedure case files, situation reports, periodic reports.

14.2. Personalize report forms. Permit users to save their own report formats for reuse when necessary.

14.3. Customize visual reports through interface.

Administrator

Record Management

15

Case file rotation

15.1. Allow rotating case files among units within the agency to facilitate coordination in handling case files.

15.2. Update processing status during the administrative procedure process.

Receiving and Delivering Officer, Handling Officer, Archival Clerk

Electronic catalog management

16

Electronic catalog management

16.1. Ensure synchronization with the electronic catalog system commonly used by ministries, provinces (if applicable), and with central agencies and the electronic catalog information management system of state agencies serving the development of Vietnam's digital government.

16.2. Manage internal electronic catalogs.

Administrator

User administration

17

User administration

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

17.2. Assign permissions according to the administrative procedure processing workflow (by group, individually, by position).

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

Administrator

Monitor the administrative procedure case file processing process

18

Monitor the administrative procedure case file processing process

18.1. Allow logging the administrative procedure case file processing process over time.

18.2. Support functions for exporting reports in various formats such as text documents, spreadsheets, presentations according to Circular No. 39/2017/TT-BTTTT (e.g., .docx, .xlsx, .odt, .pdf...) and according to periodic and ad hoc reporting requirements under the authority of ministries, sectors, localities.

Unit Leaders, Department Leaders, Record Processing Officers, Reception and Result Delivery Officers, Procedure Supervisors

Operation and task execution

19

Case file status inquiry

19.1. Inquire about case file status and results of case file resolution for organizations and individuals.

19.2. Support inquiries using multiple criteria: barcode, QR code, case file number... The minimum requirement must include the ability to inquire using the case file number.

19.3. Support inquiries through mobile applications (Android, iOS); via SMS or OTT applications.

Reception and Result Delivery Officer

20

Directives and operation management

20.1. Integrate with the Ministry and Provincial Public Service Portal to provide information on directives and operational management:

a) Operational information on case files requiring processing.

b) Information on the public status of case file processing periods: number of cases processed on time, number of overdue cases...

c) Inquiry and guidance on administrative procedures for organizations and individuals.

d) Detailed information on the case file processing process such as: case file status; which department the case file is currently at; which steps have been processed; which department is overdue; which officer directly handles the case file (if applicable); case files approaching due date for return.

Unit Leaders, Department Heads, System Administrators, Organizations and Individuals submitting case files.

21

Evaluate administrative procedure resolution

21.1. Have an electronic evaluation function to collect information according to the criteria specified in Clauses 1, 3, 4, 7, Article 13 of Circular No. 01/2018/TT-VPCP.

21.2. Have an online evaluation function to collect information according to the criteria specified in Clauses 2, 6, 8, 9, Article 13 of Circular No. 01/2018/TT-VPCP.

21.3. Permit individuals and organizations implementing administrative procedures to evaluate satisfaction levels at the service counter (one-stop shop).

Unit Leaders, Department Heads, System Administrators, Organizations and Individuals submitting case files.

Utilities

22

Notifications and reminders

22.1. For Receiving and Delivering Officers:

Function to notify the overall status of case files within their jurisdiction, displayed by type of case file:

a) Number of case files awaiting receipt.

b) Number of case files awaiting supplementation.

c) Number of case files awaiting result delivery.

d) Number of supplemented case files awaiting receipt.

e) Number of case files being processed.

f) Number of rejected case files.

g) All case files.

22.2. For Handling Officers:

Function to notify the overall status of case files within their jurisdiction, displayed by type of case file:

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

b) Number of case files awaiting supplementation.

c) Number of case files awaiting signature.

d) Number of case files assigned for processing.

22.3. For department heads:

Function to notify the overall status of case files within their jurisdiction, displayed by type of case file:

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

b) Number of case files awaiting approval.

c) Number of case files awaiting leadership approval.

d) Number of case files participating in processing.

22.4. For unit leaders: Notification function for number of case files awaiting approval.

22.5. Remind tasks overdue for processing. Remind when new tasks arrive for processing.

22.6. Support integration of reminder functions on other commonly used systems such as internal information systems of ministries, provinces.

All officers

23

Search

23.1. Search information based on basic attributes associated with administrative procedure case files such as: Receipt period, field, resolution unit, resolution deadline, resolution status, administrative procedure, citizen name, business name...

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

All officers

24

Visual display of administrative procedure flowchart

24.1. During definition and management as well as reporting, administrative procedure flowcharts and case file processing procedures are displayed in a visual diagram format.

System Administrators, Department Heads, Unit Leaders.

Interconnect with National Public Service Portal

25

Update processing status

25.1. Provide and update the status of administrative procedure resolution on the National Public Service Portal. Comply with the national technical standards for data structure and format of information packages serving the connection between the National Public Service Portal and the Public Service Portal, Single Window System at the ministry and provincial levels, and national databases, specialized databases (QCVN 120:2019/BTTTT).

No.

Group criteria

Criteria

Recipient

1

Support filling in pre-existing information from the database into electronic forms

1.1 At data entry fields in electronic forms on the Public Service Portal, data already present in the Public Service Portal and the Single Window Electronic Information System at the ministry and provincial levels (including databases of internal information systems of ministries, provinces and national databases, information systems with scale and scope from central to local levels connected and shared with the Single Window Electronic Information System at the ministry and provincial levels) must be provided in a selection mode so that users do not need to re-enter.

1.2 In the form, provide a direct guidance function at each data entry point so that users can view instructions for declaring information and using services when needed.

1.3. The Public Service Portal must provide the function to store information entered by users into interactive electronic forms, allowing for export to file or printing on paper.

Individual, Organization

2

Providing public services

2.1. Provide online public services from level 1 to level 4 as prescribed in Article 5 of Circular No. 32/2017/TT-BTTTT.

Individual, Organization

3

Announcing the list of online public services

3.1. On the Public Service Portal, there must be a complete announcement of all lists of online public services of the agency and its subordinate units as stipulated in Clause 2 and Clause 3, Article 6 of Circular No. 32/2017/TT-BTTTT.

Editor, Administrator

4

Creating electronic administrative files

4.1. Administrative files submitted by the person handling the administrative procedure on the Public Service Portal will be transferred into the Electronic One-Stop Information System to automatically generate an Administrative Procedure File Number. This number will be uniformly used in transactions between agencies and organizations, and between agencies themselves.

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

Administrator, Individual, Organization

5

Exchanging information with users during the provision of level 3 and level 4 online public services

5.1. Level 3 and level 4 online public services must have functions to exchange information between the service-providing agency and the user during the service process, at a minimum as follows:

a) A function that allows users to track and check the receipt and delivery of results of administrative procedures.

b) An automatic notification function to inform users about the receipt and delivery of results of administrative procedures (through methods such as Notification/SMS/OTT/email or other methods).

5.2. Allow the use of certain notification and information exchange methods with users through the following forms:

a) Notifications on the Public Service Portal when the user logs in.

b) Notifications via the user's email.

c) Notifications via the user's mobile phone messages.

d) Notifications via network-based information exchange services.

đ) Notifications via other electronic means.

Individual, Organization

6

Authenticating users in level 3 and level 4 online public services

6.1. Level 3 and level 4 online public services must authenticate users when they use the service, in accordance with the requirements of the service.

6.2. The minimum authentication method is through the username and password.

Individual, Organization

7

Guidance on implementing online public services

7.1. Provide guidance on some common administrative services to help users understand the procedures and steps required to perform a task.

7.2. Frequently asked questions and answers to help users find solutions to common issues when performing administrative procedures or using online public services.

Editor, System Administrator, Individual, Organization

8

Statistics on the resolution of files

8.1. Statistics on the resolution of files of level 3 and level 4 online public services. Each service must report the minimum statistical data from the beginning of the year to the current date as prescribed in Clause 3, Article 11 of Circular No. 32/2017/TT-BTTTT. Additionally, there are:

a) The number of public services used.

b) The situation of processing files monthly, quarterly, annually.

c) The situation of processing files by field, processing agency.

All subjects

9

Evaluating user satisfaction

9.1. The evaluation function on the Public Service Portal must include the following minimum contents:

a) Evaluation contents according to Article 12 of Circular No. 32/2017/TT-BTTTT.

b) Other evaluation contents according to the electronic evaluation form for individuals and organizations as prescribed in Article 12 of Circular No. 01/2019/TT-VPCP.

Individual, Organization

10

Searching public services by criteria

10.1. Allow searching for public services based on basic criteria: by providing agency, by field, by level (4 levels), by administrative procedure name, by service content.

Editor, Administrator, Individual, Organization

11

Creating consultation and survey questions

11.1. Create online questions: Allow creating online questions.

11.2. Search online questions: Allow searching online questions; compile ask-answer sessions.

11.3. Answer online questions: Allow answering online questions.

11.4. Manage online ask-answer sessions: Allow managing online ask-answer sessions.

11.5. Solicit online opinions: Allow soliciting online opinions.

11.6. Respond to consultation opinions: Allow sending responses to online consultations.

Editor, Administrator, Individual, Organization

12

Management of case files

12.1. Search and retrieve received files on the Public Service Portal or at the one-stop department through: file number, submitter's phone number, submitter's email address. Minimum requirement for search and retrieval is through file number.

Individual, Organization

13

Registering user information

13.1. Provide the function to register information and create user accounts:

a) Support synchronization with the centralized user database of ministries and provinces.

b) Manage public service users.

c) Manage groups of public service users.

d) Manage access rights to public services.

Administrator, Individual, Organization

14

Logging, statistics, and reporting on access

14.1. Log usage records of online public service users.

14.2. Statistics and report on the volume of online public service usage.

Editor, Administrator

15

Function to accept files and deliver results of administrative procedures through postal/civic postal services

15.1. User selection of service:

- Submitting files;

- Receiving results (only applicable for civic postal services);

- Both services above.

15.2. There is an electronic form for users to provide information on postal/civic postal service usage. Minimum information includes:

a) Information of the file submitter:

- Full name;

- Phone number;

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

- Description of the content to be submitted.

b) Information of the result recipient:

- Full name;

- Phone number;

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

c) Options:

- Using the fee collection service for administrative procedure resolution (if available);

- Corresponding postal service charges.

Individual, Organization

16

Delivering the results of administrative procedures in electronic form

16.1. Permitting the delivery of the results of administrative procedures online for individuals and organizations implementing level 4 e-government services.

16.2. Storing the results of administrative procedures in electronic form within the individual or organizational electronic file according to their account.

Individual, Organization

17

Searching for the results of administrative procedures in electronic form

17.1. Permitting individuals and organizations to search for the results of administrative procedures in electronic form.

Individual, Organization

18

Receiving feedback and suggestions from citizens and businesses

18.1. Permitting the receipt of feedback and suggestions from citizens and businesses regarding the handling of administrative procedures.

18.2. Meeting the requirements for the package of information connection and sharing of feedback and suggestions as prescribed by the Ministry of Information and Communications.

Individuals, Organizations, Person Receiving Feedback and Suggestions

No.

Group criteria

Criteria

1

Average Response Time

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

2

Maximum Response Time

The system has a maximum response time under 30 seconds for all operations on the entire page.

3

Data Server Workload Performance

The average workload performance of the CPU on the data server ≤ 75%.

4

Application Server Workload Performance

The average workload performance of the CPU on the application server ≤ 75%.

5

Simultaneous Access

The system has the ability to handle at least 5,000 simultaneous accesses or as required by specific ministries/provinces.

6

Number of Simultaneously Active Users

The system has the ability to handle simultaneously active users performing different tasks generating requests to the system, at least equal to one-sixth of the number of simultaneous accesses (level of activity similar to users who have mastered the system).

No.

Criteria

1

User interface based on a web platform, supporting end-users using smart handheld devices (e.g., smartphones, tablets).

2

Easy to find services: users can easily find services after a maximum of three clicks from the homepage of the e-government service portal; easily find services through popular search engines.

3

Permitting the installation of the system with a primary server and backup server model.

4

Permitting installation in a multi-layer security partitioned network system.

5

Ready to support new generation internet addresses IPv6, DNSSEC. Implement HTTPS using TLS version 1.2 or higher with secure encryption methods for user authentication and transmission of sensitive information (personal information, payment information).

6

Display signals indicating the system's processing status. These signals must be consistently used throughout the system's processing screens (signals may be rotating circles, hourglasses, etc.).

7

File formats (files input into the system, files output from the system, files stored in the electronic dossier...) comply with the file formats (text, images...) specified in Circular No. 39/2017/TT-BTTTT dated December 15, 2017 issued by the Minister of Information and Communications.

8

Documents and document components submitted by citizens after being verified by state agencies at various stages of administrative procedures must be stored in the database for reuse (if necessary).

9

The database must have the capability to store large volumes of data over long periods (compatible or using common database management systems such as SQL server, MySQL, Oracle or equivalent systems).

10

Capable of storing various types of data formats such as structured, semi-structured, unstructured data in attached files (text file data, video, image, audio data).

11

Standardizing data storage according to the Unicode character standard.

12

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

13

Supporting Vietnamese display according to the Unicode standard.

14

Complying with regulations on web content standards as stipulated in Circular No. 39/2017/TT-BTTTT dated December 15, 2017 issued by the Minister of Information and Communications.

15

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

16

Permitting connection to barcode reading and printing devices to facilitate dossier searching by barcode.

17

Permitting connection to scanners and printers.

18

Supporting connection to touch-screen kiosks.

19

Permitting automatic connection to queuing and numbering systems.

20

Providing 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 serve information exchange processes 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).

21

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

22

Permitting the use of digital signatures for entities in the system such as users and servers. Using digital signatures ensures operation on computers and smart handheld devices (e.g., smartphones, tablets) in compliance with Circular No. 41/2017/TT-BTTTT dated December 19, 2017 issued by the Ministry of Information and Communications.

23

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

24

Permitting direct viewing in the browser of attached files with certain common formats (e.g., .doc; .docx; .xls; .xlsx; .rtf, pdf).

25

Having mechanisms to prevent spamming (in the form of captcha, audio...).

26

Integrating and providing information to the System for Collecting and Evaluating the Use of Online Government Services of the Ministry of Information and Communications (the Ministry of Information and Communications provides detailed guidance on connection and sharing).