Decision No. 31/2021/QD-TTg on the Regulation on management, operation, and exploitation of the National Public Service Portal

Pursuant to …;

ISSUING REGULATIONS ON MANAGEMENT, OPERATION, AND EXPLOITATION OF THE NATIONAL PUBLIC SERVICE PORTAL EXPLOITATION OF

THE NATIONAL PUBLIC SERVICE PORTAL

_________________ 

Pursuant to the Law on Organization of the Government dated June 19, 2015; the Law Amending and Supplementing Certain Provisions of the Law on Organization of the Government and the Law on Organization of Local Administration dated November 22, 2019;

Pursuant to the Law on Electronic Transactions dated November 29, 2005;

Pursuant to the Law on Information Technology dated June 29, 2006;

||| Pursuant to the Cybersecurity Law dated November 19, 2015;

||| Pursuant to the Cyber Security Law dated June 12, 2018;

Pursuant to Decree No. 150/2016/NĐ-CP dated November 11, 2016 of the Government stipulating the functions, tasks, powers, and organizational structure of the Government Office;

Pursuant to Decree No. 20/2008/NĐ-CP dated February 14, 2008 of the Government on the receipt and handling of complaints and suggestions from individuals and organizations regarding administrative regulations;

Pursuant to Decree No. 63/2010/NĐ-CP dated June 8, 2010 of the Government on administrative procedure control;

Pursuant to Decree No. 92/2017/NĐ-CP dated August 7, 2017 of the Government amending and supplementing certain articles of decrees related to administrative procedure control;

Pursuant to Decree No. 61/2018/NĐ-CP dated April 23, 2018 of the Government on implementing the single-window mechanism and interlinked single-window mechanism in handling administrative procedures;

Pursuant to Decree No. 130/2018/ND-CP dated September 27, 2018 of the Government detailing the implementation of the Electronic Transactions Law regarding digital signatures and digital signature certification services;

Pursuant to Decree No. 11/2020/NĐ-CP dated January 20, 2020 of the Government on administrative procedures under the domain of State Treasury;

Pursuant to Decree No. 45/2020/NĐ-CP dated April 8, 2020, issued by the Government on implementing administrative procedures in an electronic environment;

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

The Prime Minister issues this Decision on the Regulations on Management, Operation, and Exploitation of the National Public Service Portal.

Article 1. These Regulations are promulgated together with this Decision.

Article 2. This Decision takes effect from December 9, 2021.

Article 3. Ministers, Heads of ministerial-level agencies, Heads of government agencies, Chairpersons of provincial People's Committees under central city administrations, and relevant agencies and organizations shall be responsible for implementing this Decision.

REGULATIONS

MANAGEMENT, OPERATION, AND EXPLOITATION OF THE NATIONAL PUBLIC SERVICE PORTAL

__________________________

(Attached to Decision No. 31/2021/QĐ-TTg dated October 11, 2021)

of the Prime Minister)

PART I

GENERAL PROVISIONS

Article 1. Scope of Regulation

These Regulations prescribe principles, authorities, responsibilities, and methods of management, operation, and exploitation of the National Public Service Portal.

Article 2. Applicability

These Regulations apply to state agencies, organizations, and individuals participating in activities of managing, operating, and exploiting information, services, and utilities on the National Public Service Portal.

Article 3. Explanation of Terms

In this regulation, the following terms are understood as follows:

1. High-level management account of ministries, sectors, agencies, and localities: This is an account registered using dedicated government digital certificate devices issued to ministries, sectors, localities, or public digital certificates issued to organizations and individuals providing services, granted by the Government Office the authority to manage and delegate permissions to officials, civil servants, and employees to perform tasks on the National Public Service Portal.

2. Single Sign-On (SSO): This is a mechanism that allows users to access multiple applications with a single account.

3. Security server for connecting to the National Public Service Portal: This is a computer device installed with authentication and data security services integrated with the national electronic document exchange trunk, provided by the General Office of the Government, managed by ministries, sectors, agencies, and localities to ensure the authenticity and encryption of data exchanged between parties through the national electronic document exchange trunk.

4. Secret key storage device: This is a physical device such as a USB token, SIM card, or electronic device containing digital certificates and secret keys of subscribers.

T+n: This is the time period within which payment is made to the service provider's account within (n) working days from the date of payment (T).

Article 4. Principles of Management, Operation, and Exploitation of the National Public Service Portal

1. Management, operation, and exploitation of the National Public Service Portal must comply with legal provisions on administrative procedure control, implementation of the single-window mechanism and interlinked single-window mechanism, electronic transactions, information security, protection of state secrets, and other relevant regulations, ensuring smooth, efficient, secure, and cost-effective execution of administrative procedures and online public services on an electronic platform.

2. Information organization on the National Public Service Portal should prioritize user-centric approaches. Information provided on the National Public Service Portal must be accurate, clear, continuously updated according to current regulations, and presented scientifically and easily accessible to users at all times.

3. The National Public Service Portal must be seamlessly and continuously connected to the Public Service Portals and Electronic One-Stop Systems at the ministry and provincial levels, ensuring uninterrupted operation 24 hours a day, seven days a week.

4. Participation in the management, operation, and exploitation of the National Public Service Portal must be in accordance with the authorities and responsibilities stipulated by current laws.

5. Reuse of information of organizations and individuals in the implementation of administrative procedures and online public services must comply with legal provisions on the protection of personal information and data.

Article 5. Components of the National Public Service Portal

1. The national database on administrative procedures.

2. The system for receiving and responding to complaints and suggestions from organizations and individuals.

3. The electronic identity management and authentication system of the National Public Service Portal.

4. The online payment system.

5. The system for evaluating the handling of administrative procedures by ministries, sectors, and localities.

6. The system supporting answers to frequently encountered issues in handling administrative procedures.

7. The interface of the National Public Service Portal.

8. The management system of the National Public Service Portal.

9. Other components as required by the Government and the Prime Minister.

Article 6. Common Data Categories of the National Public Service Portal

The common data categories of the National Public Service Portal are connected and shared with the Public Service Portal, the Single Window Information System at the ministry and provincial levels, and other information systems and databases serving the handling of administrative procedures, including:

1. The list of administrative procedures.

2. The list of online public services.

3. The list of agencies.

4. The list of administrative units.

5. The list of sectors and fields.

6. The list of results of administrative procedure handling.

7. The list of bank accounts opened by state treasury units at commercial banks.

8. The list of financial obligations paid into the State budget.

9. The list of commercial banks and service providers for intermediary payment transactions.

10. Other lists as required by the Prime Minister.

Article 7. Information Provided on the National Public Service Portal

1. Information on administrative procedures, online public services, decisions on the publication of administrative procedures, and related legal documents.

2. Guidance and question-and-answer information on the implementation of administrative procedures and online public services, and related financial obligations.

3. Information and notifications on the receipt and delivery of results, guidance on completing and supplementing files for administrative procedure handling, and the status of administrative procedure and online public service file handling.

4. Information on the receipt and resolution of complaints and suggestions regarding the implementation of administrative procedures and online public services by competent authorities.

5. Information on the evaluation of administrative procedure handling and provision of online public services; surveys on the satisfaction of organizations and individuals implementing administrative procedures and online public services.

6. Reporting, statistical data related to the situation of administrative procedure handling and other public services.

7. Contact information, phone numbers, email addresses for guidance from competent agencies and officials responsible for administrative procedure handling; information on the management and maintenance of the National Public Service Portal; hotlines and call centers for support.

8. Information on financial obligations and payment of financial obligations through the National Public Service Portal.

9. Information on postal services in the implementation of administrative procedures and online public services.

10. Information on the terms of use of the National Public Service Portal.

11. Other information as required by the Government and the Prime Minister.

Article 8. Rights and Responsibilities of Organizations and Individuals When Using Services on the National Public Service Portal

1. Exploiting information and using services provided on the National Public Service Portal in accordance with the level of security according to the form of verification when logging in.

2. Being responsible under the law for the information declared and account registration on the National Public Service Portal, only using the National Public Service Portal for lawful purposes and being responsible for all activities carried out with their own account.

3. Managing their account, digital signature, keeping their account information and password confidential, and promptly reporting to the agency managing and operating the National Public Service Portal if their password is lost, stolen, or if unauthorized use of their account is detected.

4. Being responsible for all contents sent, registered, and provided by organizations and individuals when using services and facilities on the National Public Service Portal and having responsibility towards other related parties under the law.

5. Fulfilling requirements of online public service providers and paying fees and charges (if applicable) as prescribed by law for each type of online public service.

6. If reusing information and content from the National Public Service Portal for publication on media, they must comply with relevant laws.

7. Upon request by organizations and individuals, the National Public Service Portal shares their information and data already available in the system to support the implementation of related administrative procedures and online public services, complying with legal provisions on information provision.

Chapter II

REGISTRATION AND MANAGEMENT OF ACCOUNTS ON THE NATIONAL PUBLIC SERVICE PORTAL

Article 9. Account Registration

1. Organizations and individuals shall register accounts on the National Public Service Portal in accordance with Clause 1 of Article 7 of Decree No. 45/2020/NĐ-CP dated April 8, 2020 of the Government on the implementation of administrative procedures in the electronic environment.

2. Direct account registration from the National Public Service Portal

Organizations and individuals may directly register accounts on the National Public Service Portal when providing corresponding identity information for each registration method.

a) For individual account registration through one of the following methods: Through the main mobile phone number, Vietnamese Social Security Number, personal bank account number registered at commercial banks operating in Vietnam, key storage device or other lawful methods;

b) For organizational account registration: Through key storage devices or other lawful methods.

3. Organizations and individuals shall use the accounts registered with electronic identity and authentication service providers to log in to the National Public Service Portal.

The account registration with electronic identity providers must comply with the laws on electronic identification and authentication and civil agreements between organizations, individuals, and service providers.

4. Accounts issued by the National Public Service Portal or connected identification and authentication systems to the National Public Service Portal ensure a minimum level of identity at the average level as prescribed by the laws on electronic identification and authentication.

Article 10. Authentication Methods on the National Public Service Portal and Security Levels

1. One-time password authentication via SMS or mobile application, or other authentication methods as prescribed by law.

2. Key storage device authentication ensures a high security level.

Article 11. Account Login for Organizations and Individuals

1. Account login is conducted through the following methods:

a) Using citizen identification number, resident identification number, passport number, and user password combined with one-time password authentication. This method applies only to individual accounts;

b) Using key storage devices and combining authentication through PIN codes from the device. This method applies to both individual and organizational accounts.

2. The National Single Window Portal, Public Service Portal, Ministry-level and Provincial-level Single Window Systems shall connect and integrate single sign-on with the National Public Service Portal, allowing organizations and individuals to choose to log in using their National Public Service Portal accounts when performing online public services.

3. After organizations and individuals successfully log in and authenticate on the National Public Service Portal and complete administrative procedures or online public services, the Ministry-level and Provincial-level Public Service Portals or related service provision systems will not require organizations and individuals to log in and authenticate again. In cases where the required security level for user authentication to perform administrative procedures or public services is higher than the security level during National Public Service Portal login, organizations and individuals shall supplement appropriate authentication methods meeting the required security level.

Article 12. Integration and Sharing of Identity and Authentication Data

1. The Ministry of Public Security, the Ministry of Planning and Investment, the Government Cryptographic Agency, the Vietnam Social Security, and the Ministry of Finance (General Department of Taxation) shall integrate and share information and data within their respective databases and information systems for authentication purposes. Telecommunication service providers and commercial banks operating in Vietnam shall integrate and share primary subscriber information and commercial bank account holder information that has been registered for identity authentication purposes. Authorities responsible for integrating and sharing information must ensure smooth and effective operation; they must promptly coordinate with relevant authorities to address any issues (if any).

2. The Ministry of Public Security, the Ministry of Planning and Investment, the Ministry of Finance (General Department of Taxation), the Government Cryptographic Agency, the Vietnam Social Security, and the Vietnam Post Corporation shall connect their identity systems to the National Public Service Portal; they are responsible for the authenticity of the identity information; they must ensure smooth and effective operation; they must promptly coordinate with relevant authorities to address any issues (if any).

3. Other organizations providing electronic identity and authentication services shall comply with laws on electronic identity and authentication and connect to the National Public Service Portal.

Article 13. Management of Issues Related to Accounts

1. In cases where identity information of an account is inaccurate or there are complaints related to the account, the organization or individual who is the subject of the account shall notify the Support Hotline. Within 24 working hours from receiving the notification, the National Public Service Portal shall notify relevant parties to cooperate in handling the issue and inform the subject of the account of the resolution result within no more than 48 working hours from officially accepting the case.

2. Within two years from the last login, if an organization's or individual's account does not generate any activity at the National Public Service Portal, the Support System will notify the organization or individual about the account suspension via SMS or email. The notification will be sent once a month for the next two months. After the final notification, the National Public Service Portal will suspend the registered account.

If an organization or individual restores their account, they must report this on the National Public Service Portal. The restoration process will be resolved and the results sent to the organization or individual through the contact method registered within eight working hours.

The National Public Service Portal shall suspend the registered account upon notification when integrating and sharing information in cases where an organization ceases operations according to the law, or an individual dies or is declared dead or missing by an authorized authority.

Chapter III

MANAGEMENT, UPDATE, AND EXPLOITATION OF THE NATIONAL DATABASE ON ADMINISTRATIVE PROCEDURES

Article 14. Contents for Updating and Publishing on the National Database on Administrative Procedures

1. Decisions on announcing administrative procedures and lists of administrative procedures by competent authorities.

2. Administrative procedures within the scope and functions of state management, the jurisdiction of ministries, agencies at the level of ministries, the Vietnam Social Security, the Social Policy Bank, and the Vietnam Development Bank (hereinafter referred to collectively as ministries and agencies), and localities.

3. Online public services provided by ministries, agencies, and localities on the National Public Service Portal.

4. Common data lists updated and published on the National Database on Administrative Procedures as stipulated in Clauses 1, 2, 3, 4, 5, and 6 of Article 6 of this Regulation.

Article 15. Responsibility for Updating and Publishing Administrative Procedure Data

1. Ministries, agencies, provincial People's Committees shall implement updates on the contents prescribed in Article 14 of this Regulation; connect and integrate administrative procedure data in the National Database on Administrative Procedures with the Electronic Information Portal, Ministry-level and Provincial-level Public Service Portals, specifically as follows:

a) Ministries and equivalent ministries shall update Decisions on the announcement and content of administrative procedures within their scope of state management functions and jurisdiction, as announced by the Minister or Head of an equivalent ministry; online public services provided by the ministry or agency on the National Public Service Portal and the common data catalogues prescribed in Clauses 1, 2, 3, 5, and 6 of Article 6 of this Regulation.

The Office of the Ministry or equivalent ministry (the unit responsible for administrative procedure control) shall assist the Minister or Head of an equivalent ministry to organize updates, publication, or user permission allocation for departments, bureaus, and subordinate units; urge, guide, and inspect updates at the ministry or agency level.

b) Provincial People's Committees shall organize updates on Decisions on the announcement and content of administrative procedures stipulated by Law or detailed regulations in legal normative documents of authorities at various levels within the province or centrally-administered city; localize administrative procedure data according to the Decision on the list of administrative procedures within the jurisdiction of authorities at various levels within the province or centrally-administered city, which have been announced and publicly published on the National Database on Administrative Procedures; online public services of authorities at various levels within the province or centrally-administered city provided on the National Public Service Portal and the common data catalogues as prescribed in Clauses 2, 3, 4, and 6 of Article 6 of this Regulation.

The Office of the Provincial People's Committee shall assist the Provincial People's Committee to organize updates, publication, or user permission allocation for departments and sectors; urge, guide, and inspect updates.

c) Vietnam Social Security, Vietnam Policy Bank, Vietnam Development Bank shall organize updates on Decisions on the announcement and procedures for handling matters; online public services provided by the agency on the National Public Service Portal and the common data catalogues as prescribed in Clauses 1, 2, 3, 5, and 6 of Article 6 of this Regulation.

Organizations performing the function of controlling procedures for handling matters of Vietnam Social Security, Vietnam Policy Bank, Vietnam Development Bank shall assist the General Director to organize updates, publication, or user permission allocation for subordinate units to update, publish, and urge, guide, and inspect updates of these units.

2. The deadline for updating and publishing administrative procedure data for publication on the National Database on Administrative Procedures shall be implemented in accordance with the provisions of Article 24 of Government Decree No. 63/2010/NĐ-CP dated June 8, 2010, on administrative procedure control, which has been amended and supplemented.

The common data catalogues prescribed in Clauses 3, 4, and 5 of Article 6 of this Regulation must be updated immediately upon the effectiveness of the relevant legal normative document or decision of the competent authority.

3. The Government Office shall be responsible for guiding, inspecting, and urging ministries, equivalent ministries, Vietnam Social Security, Vietnam Policy Bank, Vietnam Development Bank, and provincial People's Committees to implement the updates prescribed in Clauses 1 and 2 of this Article.

Article 16. Procedure for Updating and Publicizing Administrative Procedure Data

Ministries, agencies, and provincial People's Committees shall update and publicize administrative procedure data according to the following procedures:

1. Use high-level management accounts to grant permissions for civil servants and officials to update and publicize administrative procedure data; online public services.

2. Log in to the National Database on Administrative Procedures (address: https://csdl.dichvucong.gov.vn) through the authorized account.

3. Update the Decision on Announcing and the content of administrative procedures that have been announced by competent authorities in accordance with the provisions of the law into the National Database on Administrative Procedures as stipulated in Articles 17, 18, 19, and 20 of this Regulation.

4. Check, review, and verify to ensure the completeness and accuracy of the administrative procedure data updated in the National Database with the administrative procedures at the Decision on Announcing Administrative Procedures.

5. Publicize the Decision on Announcing Administrative Procedures and the content of administrative procedures that have been updated on the National Public Service Portal.

6. Supplement the methods of implementing online public services for administrative procedures that meet the conditions and have been provided on the Ministry-level Public Service Portal.

Article 17. Updating Newly Issued Administrative Procedures

1. Ministries and agencies shall update the Decision on Announcing, the field of the announced administrative procedures, and detailed content of administrative procedures according to the Decision on Announcing by competent authorities into the National Database on Administrative Procedures.

2. Provincial People's Committees shall update the Decision on Announcing the list, the field of the announced administrative procedures, find and add to the list those administrative procedures that have been announced and publicized by ministries and agencies on the National Database on Administrative Procedures; update supplementary and amend information related to the time, place of implementation, issuing authority, implementing authority, delegated authority, fees, charges, and detailed regulations within the provincial authority's jurisdiction.

For administrative procedures assigned by laws and resolutions of the National Assembly to provide detailed regulations; administrative procedures to implement measures suitable to local economic and social development conditions, provincial People's Committees shall update the Decision on Announcing, the field of the announced administrative procedures, and detailed content of administrative procedures according to the Decision on Announcing by competent authorities into the National Database on Administrative Procedures.

3. Ministries, agencies, and provincial People's Committees shall check, review, and verify to ensure the completeness and accuracy of the administrative procedure data that has been updated and implemented publicizing on the National Public Service Portal in accordance with Clause 4 of Article 16 of this Regulation.

Article 18. Updating Modified and Supplementary Administrative Procedures

1. Ministries and agencies shall update the Decision on Announcing, the field of the announced administrative procedures; find and add to the list of administrative procedures requiring modification and supplementation; carry out modifications and supplements and save the administrative procedures according to the content of the Decision announced by competent authorities.

2. Provincial People's Committees shall update the Decision on Announcing the list, the field of modified and supplemented administrative procedures; find and add to the list of administrative procedures that have been announced and updated by ministries and agencies on the National Database on Administrative Procedures to carry out modifications and supplements and save the administrative procedures according to the content of the Decision announced by competent authorities.

For administrative procedures assigned by laws and resolutions of the National Assembly to provide detailed regulations; administrative procedures to implement measures suitable to local economic and social development conditions, provincial People's Committees shall update the Decision on Announcing, the field of modified and supplemented administrative procedures; carry out modifications and supplements and save the administrative procedures according to the content of the Decision announced by competent authorities.

3. Ministries, agencies, and provincial People's Committees shall check, review, and verify to ensure the completeness and accuracy of the administrative procedure data that has been updated and implemented publicizing on the National Public Service Portal in accordance with Clause 4 of Article 16 of this Regulation.

Article 19. Updating administrative procedures that have been abolished

1. Ministries and agencies shall update the Decision on publication, the field of the published administrative procedure; find and add to the list of administrative procedures that need to be abolished; publish the Decision on publication and the abolished administrative procedure on the National Public Service Portal.

After ministries and agencies publish the Decision on publication of the administrative procedures that have been abolished, information about the administrative procedures implemented at the local level will be automatically abolished in the National Administrative Procedure Database.

2. For administrative procedures assigned by laws and resolutions of the National Assembly to provide detailed regulations; administrative procedures for implementing measures suitable to the socio-economic development conditions of the locality, the People's Committee of the province shall update the Decision on publication, the field of the published administrative procedure; find and add to the list of administrative procedures that need to be abolished; publish the Decision on publication and the abolished administrative procedure on the National Public Service Portal.

Article 20. Updating groups of administrative procedures implemented through interlinked processes

1. Ministries and agencies shall update the Decision on publication, select the fields of administrative procedures implemented through interlinked processes; find and add to the list of administrative procedures implemented through interlinked processes; update the detailed content according to the Decision on publication of the competent authority into the National Administrative Procedure Database.

2. The People's Committee of the province shall update the administrative procedures implemented through interlinked processes that have been published by ministries and agencies, updating them into the National Administrative Procedure Database in accordance with the provisions of Articles 15, 16, and 17 of this Regulation.

For administrative procedures implemented through interlinked processes at the local level announced by the Chairman of the People's Committee of the province, the People's Committee of the province shall update the Decision on publication, select the fields of administrative procedures implemented through interlinked processes; find and add to the list of administrative procedures implemented through interlinked processes; update the detailed content according to the Decision on publication of the competent authority into the National Administrative Procedure Database.

3. Ministries, agencies, and the People's Committee of the province shall check, review, and compare to ensure the completeness and accuracy of data on administrative procedures implemented through interlinked processes that have been updated and publicly disclosed on the National Public Service Portal in accordance with Clause 4 of Article 16 of this Regulation.

Article 21. Updating the implementation of administrative procedures in an electronic environment through providing online public services at levels 3 and 4

1. Ministries, agencies, and the People's Committee of the province shall select, update, and test administrative procedures that have been reviewed and restructured according to the requirements stipulated in Chapter IV of this Regulation to provide their implementation in an electronic environment through online public services on the Ministry-level and provincial Public Service Portals and the National Public Service Portal.

2. The Government Office shall review, coordinate testing of public services provided by ministries, agencies, and localities, ensuring compliance with the requirements for implementing administrative procedures in an electronic environment as prescribed in Decree No. 45/2020/NĐ-CP dated April 8, 2020 of the Government on implementing administrative procedures in an electronic environment, the provisions of Chapter IV of this Regulation, and publicly disclose these services on the National Public Service Portal.

Article 22. Construction of Question and Answer Sets on Common Issues in Administrative Procedure Handling

1. Ministries, ministerial-level agencies, and Vietnam Social Security shall construct questions and answers about common issues encountered during the handling of administrative procedures according to their respective sectors and fields under their management authority, linked to events and activities in the lives of organizations and individuals, and provide them on the National Public Service Portal through accounts assigned to ministries, ministerial-level agencies, and Vietnam Social Security.

2. Ministries, ministerial-level agencies, and Vietnam Social Security shall update information on questions and answers, ensuring timeliness, accuracy, and consistency with currently effective administrative procedure contents, and shall be responsible for the accuracy of the content of questions and answers.

3. Ministry-level and provincial-level Public Service Portals shall integrate question and answer sets on common issues encountered during the handling of administrative procedures from the National Public Service Portal according to sectors and fields.

Article 23. Connection and Integration of Administrative Procedure Data on the National Database of Administrative Procedures with Ministry-level and Provincial-level Public Service Portals

1. Electronic Information Portals, Public Service Portals, and Electronic One-stop Information Systems at the ministry and provincial levels must be connected and integrated with the National Public Service Portal to access and synchronize administrative procedure data.

2. Information and data on administrative procedures at Electronic Information Portals, Public Service Portals, and Electronic One-stop Information Systems at the ministry and provincial levels must be synchronized from the National Database of Administrative Procedures to ensure accuracy and updates upon issuance of decisions by competent authorities; no functions for updating information and data on administrative procedures should be established or maintained on Electronic Information Portals, Public Service Portals, and Electronic One-stop Information Systems at the ministry and provincial levels.

Data extracted from the Electronic One-stop Information System is the official source of data serving reporting, statistics, and analysis and evaluation of the proportion of administrative procedure files processed within and beyond deadlines by each agency, unit, and locality.

3. The Government Office shall guide, inspect, and urge the connection and integration of administrative procedure data on the National Database of Administrative Procedures with Electronic Information Portals, Public Service Portals, and Electronic One-stop Information Systems at the ministry and provincial levels.

Ministries and agencies shall ensure the maintenance of connections between the National Database of Administrative Procedures and Electronic Information Portals, Public Service Portals, and Electronic One-stop Information Systems at the ministry and provincial levels as stipulated in Clause 2 of this Article.

Article 24. Review and Evaluation of the Quality of Administrative Procedure Data on the National Database of Administrative Procedures

1. The quality of administrative procedure data on the National Database of Administrative Procedures shall be reviewed and evaluated based on the following contents:

a) Completeness in quantity and content of administrative procedure data published on the National Database of Administrative Procedures compared to the quantity and components of administrative procedures specified in the Decision on Publication, legal regulations stipulating administrative procedures, and requirements set forth in Clause 2 of Article 8 of Decree No. 63/2010/ND-CP dated June 8, 2010 of the Government on Administrative Procedure Control, which has been amended and supplemented.

b) Accuracy in content of administrative procedure data published on the National Database of Administrative Procedures compared to the content of administrative procedures specified in the Decision on Publication and stipulated in legal regulations concerning administrative procedures.

c) Time limit for publishing and publicly posting administrative procedures in accordance with the provisions on time limits set forth in Articles 15 and 24 of Decree No. 63/2010/ND-CP dated June 8, 2010 of the Government on Administrative Procedure Control, which has been amended and supplemented.

2. Responsibility for reviewing and evaluating the quality of administrative procedure data on the National Database of Administrative Procedures

a) The Government Office shall take the lead in independently reviewing and evaluating the quality of administrative procedures that have been updated and publicly posted on the National Database of Administrative Procedures by ministries, ministerial-level agencies, Vietnam Social Security, the Vietnam Policy Bank, the Vietnam Development Bank, and provincial People's Committees.

In cases where administrative procedure data posted on the National Database of Administrative Procedures does not meet the content stipulated in Clause 1 of this Article, ministries, ministerial-level agencies, Vietnam Social Security, the Vietnam Policy Bank, the Vietnam Development Bank, and provincial People's Committees shall be responsible for adjusting, modifying, supplementing, and perfecting the administrative procedure data within a maximum period of ten working days from the date of receipt of the request from the Government Office. The results of the review and evaluation of the quality of administrative procedure data shall be publicly posted on the National Public Service Portal and reported to the Prime Minister.

b) Ministry offices, ministerial-level agency offices, and provincial People's Committee offices shall assist ministers, heads of ministerial-level agencies, and provincial People's Committee chairpersons in reviewing administrative procedure data that has been updated and publicly posted on the National Database of Administrative Procedures by ministries, ministerial-level agencies, and provincial People's Committees; periodically compiling and reporting to ministers, heads of ministerial-level agencies, and provincial People's Committee chairpersons.

Article 25. Powers and responsibilities of agencies and organizations receiving and processing administrative procedures in the exploitation and use of administrative procedure data on the National Administrative Procedure Database

1. Exploitation and use of administrative procedure data published on the National Administrative Procedure Database to serve the public disclosure at the offices of agencies and units receiving and processing administrative procedures within the scope of their assigned functions and authorities, and integration with the Public Service Portal, the Single Window Information System at the ministry level and provincial level for the purpose of processing administrative procedures.

2. Accepting and processing files for organizations and individuals when such organizations and individuals have fully met all requirements regarding file formats, application forms, administrative declaration forms according to the regulations on administrative procedures published on the National Administrative Procedure Database; no additional content about administrative procedures may be stipulated beyond those already published on the National Administrative Procedure Database.

3. When discovering administrative procedures that have taken effect but have not been announced or disclosed, or have been announced or disclosed but are not accurate or complete as prescribed, or have expired, been revoked, or abolished but are still publicly posted, or do not ensure necessity, rationality, legality, agencies and organizations processing administrative procedures shall have the responsibility to report and send feedback opinions to the Office of the Ministry, equivalent ministries, Vietnam Social Security, Vietnam Policy Bank, Vietnam Development Bank; the People's Committee Office at the provincial level or the Administrative Procedure Control Department under the Government Office for prompt handling.

Chapter IV

INTEGRATION AND PROVISION OF ONLINE PUBLIC SERVICES ON THE NATIONAL PUBLIC SERVICE PORTAL

Article 26. Reengineering of administrative procedure processes

1. Administrative procedures must be reengineered before being used as a basis for building or improving them prior to integration and provision online on the National Public Service Portal.

2. The reengineering process for building, improving systems, integrating, and providing online public services on the National Public Service Portal shall be carried out in specific steps as follows:

a) Review, assess, and determine appropriate administrative procedures for implementing online public services at levels 3 and 4, and annually publish the list of integrated public services provided on the National Public Service Portal.

b) Analyze and evaluate the current status of administrative procedure implementation processes and public services.

c) Identify related systems and databases involved in the administrative procedure implementation process, organize reviews and assessments of the ability to connect and share data, digitize files and documents, interconnect electronically, and the effectiveness and performance of the system, serving as a basis for reducing administrative procedures, decreasing required files and documents, minimizing travel and direct contact of the implementing entities, and reducing manual processing steps directly handled by agencies and units during the receipt and processing of administrative procedures and public services.

d) Evaluate effectiveness and approve reengineering plans for the construction or improvement of the service delivery system.

3. The Government Office shall be responsible for guiding the business of reengineering processes in accordance with Clause 2 of this Article.

Article 27. Procedure for integrating testing of online public service provision on the National Public Service Portal

1. Ministries, sectors, localities provide complete, accurate, and timely information about level 3 and 4 online public services being implemented at ministries, sectors, and localities in the national database of administrative procedures.

2. Based on plans and implementation capabilities, ministries, sectors, and localities propose to publicly disclose level 3 and 4 online public services for integration and provision testing on the National Public Service Portal.

3. According to the proposal of ministries, sectors, and localities, the Government Office reviews and publicly discloses public services within two working days from the date of receipt of the proposal. In cases where public services do not meet requirements, the Government Office clearly states the reasons and returns them to ministries, sectors, and localities for inspection and improvement.

4. Within five working days, ministries, sectors, and localities conduct testing of the disclosed public services. Testing results are compiled and sent back to the Government Office via the management system with the following information: Name of public service; code number of completed online public service dossier testing.

5. Within two working days, the Government Office collaborates with relevant agencies to confirm the testing results conducted by ministries, sectors, and localities. For public services that have successfully completed testing, their status remains publicly disclosed on the National Public Service Portal and the integration testing process ends. For those that have not completed testing, the Government Office removes them from the system and notifies ministries, sectors, and localities to improve again.

Article 28. Integration and Provision of Online Public Services

1. Information on online public services must be provided in the national database of administrative procedures.

2. Based on the annual list of integrated and provided online public services on the National Public Service Portal, the agency or unit providing public services takes the lead and coordinates with the Government Office to implement integration and testing before officially providing on the National Public Service Portal.

3. The provision of online public services on the National Public Service Portal must be ensured to be of quality by the agency or unit providing public services in accordance with Article 29 of this Regulation and regularly evaluated to improve service quality for organizations and individuals.

4. Based on the results of reviewing and evaluating the quality of online public services and feedback from organizations and individuals, the Government Office announces a temporary suspension or cessation of service provision for online public services on the National Public Service Portal that do not meet quality standards and requires the agency or unit providing the service to make amendments, supplements, improvements, and enhance service quality before resuming provision. Dossiers processed on the National Public Service Portal prior to the temporary suspension or cessation shall continue to be handled in accordance with quality requirements.

Article 29. Quality Requirements for Online Public Services on the National Public Service Portal

1. Online public services provided on the National Public Service Portal must ensure simplicity, convenience, cost savings, and time efficiency compared to direct or postal public service delivery methods.

2. The level of service must be guaranteed throughout the provision process according to the declared, integrated service level and regulations on classifying levels of online public services provided in electronic environments.

3. The deadline and resolution of online public services must comply with legal provisions or published and publicly disclosed administrative procedures on the National Public Service Portal.

4. Technical infrastructure must be ensured to be uninterrupted during service provision. In case of incidents, the agency or unit providing the service must promptly address them without affecting the deadline or quality of the service.

5. Information security, data protection, and personal data privacy must be ensured in accordance with current laws.

Article 30. Synchronization of Administrative Procedure Processing Files and Online Public Services to the National Public Service Portal

1. The National Public Service Portal receives information from the synchronization of administrative procedure processing files and online public services from the electronic single window system at the central and provincial levels.

2. The synchronization shall be carried out automatically at a frequency appropriate to the capacity of the National Public Service Portal, and upon request at the time when organizations or individuals check the status of administrative procedures and online public services using their accounts on the National Public Service Portal.

3. Information synchronized to the National Public Service Portal from the Public Service Portals, the electronic single window systems at the central and provincial levels includes:

a) Synchronization of file information and the list, links to file components, and results of administrative procedure processing;

b) Synchronization of progress in handling administrative procedure files;

c) Synchronization of statistical data on the status of handling administrative procedure files by ministries, sectors, and localities;

d) Synchronization of survey data and user feedback on the quality of administrative procedure processing and online public services provided by ministries, sectors, and localities;

đ) Synchronization of information related to sending and receiving files through postal services;

e) Synchronization of information related to payment of fees, charges, and financial obligations;

g) Synchronization of information regarding responses to questions from organizations and individuals.

Article 31. Integration and Management of Information in the Electronic Data Management Repository of Organizations and Individuals on the National Public Service Portal

1. The electronic data management repository of organizations and individuals who are account holders on the National Public Service Portal stores the following information:

a) Basic citizen information integrated from the National Population Database; basic business information integrated from the National Enterprise Registration Database. These pieces of information are updated and synchronized with the National Population Database, the National Enterprise Registration Database at a frequency appropriate to the capacity of the National Public Service Portal, or synchronized at the time when organizations or individuals as account holders request;

b) Links to the results of administrative procedure processing by ministries, agencies, and localities within their respective management systems;

c) Results of administrative procedures and public services provided and implemented on the National Public Service Portal;

d) Information available from the Public Service Portals at the central and provincial levels that is synchronized with the National Public Service Portal;

đ) File components of administrative procedures that have been successfully received and processed by competent authorities and agreed to be retained by organizations or individuals;

e) Other information and documents provided voluntarily by organizations or individuals.

2. The information specified in points a, b, c, and d of Clause 1 of this Article may only be modified or deleted with the consent of the organizations or individuals involved in the administrative procedures.

3. The information specified in points đ and e of Clause 1 of this Article can be deleted according to the request of organizations or individuals.

Article 32. Evaluation of Administrative Procedure Processing and Provision of Public Services

1. The evaluation, classification, and ranking of the results of administrative procedure processing and provision of public services by ministries, sectors, and localities as stipulated in Decree No. 61/2018/ND-CP dated April 23, 2018 of the Government on the implementation of the one-stop-shop mechanism in administrative procedure processing shall be conducted automatically based on the following:

a) Results of connection and integration between the Public Service Portals, the electronic single window systems at the central and provincial levels with the National Public Service Portal;

b) Administrative procedure data; online public service data; online payment data; online receipt and processing of files; synchronized status of files; receipt and processing of complaints and suggestions; satisfaction ratings of organizations and individuals regarding file processing on the National Public Service Portal;

c) Other requirements as directed by the Government and the Prime Minister.

2. Evaluation results will be classified into five levels based on scores: Excellent; Good; Fair; Average; Poor.

3. The results of evaluating administrative procedure processing and public service provision will be published and made public annually, serving as a basis for ministries, sectors, and localities to assess the performance of subordinate agencies and units.

4. The Office of the Government is responsible for guiding electronic evaluation methods and building and operating the evaluation function for administrative procedure processing and public services on the National Public Service Portal.

Chapter V

ONLINE PAYMENT ON THE NATIONAL PUBLIC SERVICE PORTAL

Article 33. Online Payment Process

1. Organizations and individuals pay fees, charges, taxes, and other financial obligations (if any) in administrative procedure resolution or service provision through the online payment function of the National Public Service Portal according to one of the following forms:

a) Implementing on the Ministry-level or Provincial-level Public Service Portals and selecting the online payment system of the National Public Service Portal that has been integrated with the Ministry-level or Provincial-level Public Service Portals;

b) Directly performing online payments or online services, and selecting the online payment system on the National Public Service Portal.

2. Direct online payment on the National Public Service Portal

a) Organizations and individuals choose the type of transaction and fill in the required information;

b) Based on the payment information contents provided by the public service agencies connected and shared with the National Public Service Portal, organizations and individuals perform the payment process as prescribed in Clause 5 of this Article.

3. Online payment for online submitted applications from the National Public Service Portal

a) Organizations and individuals select online public services and submit online applications according to the guidelines;

b) Based on the payment requirements during the online application submission process, organizations and individuals choose to make payments on the National Public Service Portal's online payment system;

c) Perform the payment process as prescribed in Clause 5 of this Article.

4. Online payment on the Ministry-level or Provincial-level Public Service Portal

a) Organizations and individuals submit online applications or search for administrative procedure application codes on the Ministry-level or Provincial-level Public Service Portal;

b) Based on the payment requirements, organizations and individuals choose to make payments on the National Public Service Portal's online payment system;

c) Perform the payment process as prescribed in Clause 5 of this Article.

5. Implementation of the payment process

a) Organizations and individuals select commercial banks or intermediary payment service providers that have been connected and integrated with the National Public Service Portal's online payment system to perform payments;

b) Payment vouchers for state budget contributions and social insurance payments, signed electronically by commercial banks or intermediary payment service providers and the account deduction information of the payer, successfully submitted to the state budget and social insurance, are sent to the payer, the public service provider agency, and related agencies (if any); simultaneously, the payment status and data are synchronized to the National Public Service Portal's online payment system immediately after the payer's account is debited;

c) The time for organizations and individuals to complete the payment of taxes, fees, charges, and other financial obligations (if any) for the transaction type and amount paid is the time when they receive the successful transaction notification from the commercial bank or intermediary payment service provider for that transaction type and amount;

d) Based on the payment vouchers for state budget contributions and social insurance payments, signed electronically by commercial banks or intermediary payment service providers and the account deduction information of the payer, successfully submitted to the state budget and social insurance, public service provider agencies proceed with subsequent steps in the administrative procedure resolution and service provision for organizations and individuals.

Article 34. Quality Requirements for Online Payment Services

1. Information and data on payments provided to organizations and individuals must be accurate, complete, and timely within the scope of public services announced by the service provider.

2. Online payment transactions through the online payment function on the National Public Service Portal must ensure simplicity, convenience, accuracy, smoothness, and time-saving compared to direct methods.

3. Online payment vouchers with digital signatures and the results of online payment transactions have value and are guaranteed to proceed with subsequent steps in administrative procedures and public services for organizations and individuals in accordance with Decree No. 11/2020/NĐ-CP dated January 20, 2020 of the Government on administrative procedures under the State Treasury sector and Decree No. 45/2020/NĐ-CP dated April 8, 2020 of the Government on implementing administrative procedures in an electronic environment.

4. Promptly address and resolve any difficulties and inconveniences of organizations and individuals regarding online payments.

Article 35. Integration, Connection, and Provision of Online Payment Services

1. Ministries, sectors, and localities shall integrate, connect, and share information and data related to financial obligations accurately, promptly, and completely with the online payment system of the National Public Service Portal to collect fees, charges, taxes, and other financial obligations in administrative procedures and public services.

Ministries, sectors, and localities shall publicly disclose the points of contact for cooperation with commercial banks, payment intermediary service providers, and relevant agencies and units on the National Public Service Portal as a basis for coordinating the implementation of settlement and dispute resolution processes.

2. Commercial banks or payment intermediary service providers licensed by the State Bank of Vietnam shall integrate and connect with the online payment system of the National Public Service Portal to provide fee, charge, tax, and other financial obligation payment services in administrative procedures and public services for organizations and individuals.

3. Information and Data Sharing

a) Agencies and units providing public services shall connect and share payment-related information and data with the online payment system of the National Public Service Portal according to the requirements of specific payment transactions.

b) Payment-related information and data shall be shared on a transaction-by-transaction basis based on the integration between the public service provision system of the agency or unit and the online payment system of the National Public Service Portal.

c) Payment-related information and data serve as the basis for organizations and individuals to make payments and for commercial banks or payment intermediary service providers to supply payment services to them.

4. Electronic payment transactions from commercial banks or payment intermediary service providers to the beneficiary accounts of agencies and units providing public services at commercial banks or state treasuries shall be carried out as follows:

a) They shall be completed no later than day T+2, except for inter-bank electronic payments which follow the working hours regulations applicable in the Interbank Electronic Payment System. In case of delayed payment execution beyond the stipulated time, penalties for late payment will be imposed according to the regulations of the agency or unit providing public services.

Specifically, for tax and social insurance payments, the receiving agency or organization must transfer the collected funds to the relevant account within eight working hours from the time of collection from organizations and individuals, in accordance with relevant laws.

b) The content of the payment instruction shall comply with the guidelines of the agencies and units providing public services and relevant legal provisions.

5. Ministries, sectors, and localities with authority over administrative procedures and public services shall cooperate with commercial banks or payment intermediary service providers to connect, integrate, and implement online payment services for financial obligations in their respective administrative procedures and public services; daily reconciliation must be conducted to ensure consistency and accuracy of data among parties, and any discrepancies must be investigated and resolved according to regulations; the status and results of payments must be synchronized to the online payment system of the National Public Service Portal.

6. The integration, connection, and sharing between commercial banks or state treasuries where agencies and units providing public services maintain beneficiary accounts and the agencies and units themselves shall be carried out according to agreements between both parties.

7. Based on the results of reviews and evaluations of the quality of online payment services and feedback from organizations and individuals, the Office of the Government may temporarily suspend or terminate the provision of online payment services on the National Public Service Portal for commercial banks or payment intermediary service providers that fail to meet quality standards, and require them to improve service quality before resuming operations. Transactions processed prior to suspension or termination must continue to be handled in compliance with quality requirements.

8. Technical standards for connecting and integrating with the online payment system of the National Public Service Portal shall be implemented in accordance with technical guidance from the Office of the Government.

Article 36. Comparison and Review of Online Payment Data

1. The code for payment transaction types through the online payment system of the National Public Service Portal has the structure G22.99.<payment transaction type symbol>.

The payment transaction type symbol shall be uniformly implemented according to the technical guidance of the Government Office as stipulated in Clause 8, Article 35 of this Regulation.

2. Every day, public service agencies and units, commercial banks, or intermediary payment service providers shall perform comparison and review of payment data through the online payment system of the National Public Service Portal using the management account assigned to each unit.

3. The online payment system of the National Public Service Portal supports comparison and review according to the following contents:

a) Public service agencies and units.

b) Payment service providers.

c) Payment transaction type.

d) Summary or detailed payment transactions and their status, processing results, and transaction amounts.

đ) Time required for comparison and review.

4. The relationship of comparison and review is as follows:

a) Transactions recorded on the online payment system of the National Public Service Portal with transactions recorded on the systems of commercial banks or intermediary payment service providers.

b) Payment transactions successfully executed by commercial banks or intermediary payment service providers with successful transactions recorded by public service agencies and units.

c) Successful transactions recorded on the online payment system of the National Public Service Portal with transactions recorded on the systems of public service agencies and units.

d) Comparison between the beneficiary accounts of public service agencies and units opened at commercial banks or state treasuries with the public service agencies and units implementing according to the regulations of the competent authority on opening and using accounts and the agreement between both parties.

5. In case discrepancies are detected during comparison and review, all parties must investigate the cause and cooperate to resolve the issue definitively within two working days.

6. Processing refunds to organizations and individuals

a) Commercial banks or intermediary payment service providers are responsible for refunding money to organizations and individuals based on comparison and review findings of overpayment or duplicate payments.

b) In cases where organizations and individuals request a refund, commercial banks or intermediary payment service providers shall conduct comparison and review if the request is correct and falls under the responsibility of the commercial bank or intermediary payment service provider, then they shall process the refund to the organization or individual. If the request is correct but the responsibility lies with the public service agency or unit, it shall be transferred to the public service agency or unit for processing and refunding to the organization or individual. The time for conducting comparison and review and processing the refund or responding to the organization or individual shall not exceed five working days from the date of receipt of the request.

c) For other cases, public service agencies and units are responsible for conducting comparison and review to detect issues and coordinate with commercial banks or intermediary payment service providers or state treasuries to process refunds to organizations and individuals.

c) In other cases, the public service agency or unit shall be responsible for reviewing, comparing to detect and coordinate with commercial banks or payment service providers or state treasury to handle the refund of money to organizations or individuals.

Article 37. Responsibilities of commercial banks and payment intermediaries providing payment services

1. Implement connection, integration, and supply of online payment services on the National Public Service Portal to meet the quality requirements for online payment services.

2. Adhere to technical standards for connection, integration, and synchronization according to the technical guidance of the Government Office; coordinate with the Government Office and service-providing agencies and units to test the service before providing it to organizations and individuals on the National Public Service Portal.

3. Register a high-level management account using the public digital certificate device of the organization to grant management rights to related organizations and individuals to monitor connection, integration, data comparison, and review transactions with service-providing agencies and units on the National Public Service Portal at the address: quantri.dichvucong.gov.vn.

4. Announce and disclose the fee levels for online payment services; disclose operational procedures and methods of payment for organizations and individuals; update points of contact for data comparison and review on the National Public Service Portal as a basis for all parties to cooperate in performing settlement operations, resolving reviews and complaints.

5. Synchronize the status and data results of payment processing to the online payment system of the National Public Service Portal in accordance with regulations.

6. Conduct daily reconciliation to ensure that transaction data between commercial banks and payment intermediary service providers and between commercial banks or payment intermediary service providers and service-providing agencies and units match and are correct; in case of discrepancies, the parties shall investigate the cause and cooperate to resolve them no later than the next working day.

7. Record and settle all revenue from financial obligations resolved through administrative procedures and performed service provision fully in accordance with legal regulations.

8. Ensure technical infrastructure, information security, and safety for systems connected to service-providing agencies and units through the online payment system of the National Public Service Portal; regularly review and inspect, promptly identify and rectify issues caused by technical system failures or errors made by commercial bank staff or payment intermediary service providers; coordinate with relevant agencies and units to find causes and solutions to ensure safety and smooth operation during the management and operation of the online payment system on the National Public Service Portal.

9. Ensure the quality of online payment services and information security during implementation in accordance with legal regulations.

10. Coordinate with service-providing agencies and units to resolve difficulties and review requests for organizations and individuals implementing administrative procedures.

Chapter VI

RECEIVING AND HANDLING COMPLAINTS AND PETITIONS FROM ORGANIZATIONS AND INDIVIDUALS ON THE NATIONAL PUBLIC SERVICE PORTAL

Article 38. Basic functions of the Information System for Receiving and Responding to Complaints and Petitions on the National Public Service Portal

1. Allow organizations and individuals with accounts on the National Public Service Portal to submit complaints and petitions to competent state agencies.

2. Publish publicly the results of responses to complaints and petitions on the National Public Service Portal.

3. Update information about the situation and results of handling complaints and petitions by state agencies to organizations and individuals through text messages, emails, including:

a) The time of receiving complaints and petitions by state agencies;

b) Requests for additional information and documents from state agencies necessary for handling complaints and petitions;

c) The time when the results of handling complaints and petitions are published publicly on the National Public Service Portal.

4. Provide an interface for civil servants of state agencies to access and receive, classify, and handle complaints and petitions, including the following functions:

a) Receive, classify, transfer for handling complaints and petitions that comply with regulations and reject those that do not comply with the content and requirements stipulated in Articles 37 and 39 of this Regulation; transfer complaints and petitions outside the jurisdiction to other ministries, agencies, or localities for handling; request organizations and individuals to provide necessary information and documents for handling complaints and petitions; send emails to organizations and individuals; export and print the entire content of complaints and petitions;

b) Publish and send publicly the results of responding to complaints and petitions;

c) Publish the results of responding to organizations and individuals on the National Public Service Portal.

5. Connect and integrate with the Electronic Information Portal, Ministry-level and Provincial-level Public Service Portals, or other complaint and petition reception systems if these information systems meet the following requirements:

a) The Electronic Information Portal, Ministry-level and Provincial-level Public Service Portals have functions for receiving, classifying, transferring for handling, and publishing the results of responding to complaints and petitions as stipulated in Articles 39, 40, 41, and 42 of this Regulation;

b) The Electronic Information Portal, Ministry-level and Provincial-level Public Service Portals provide functions to feedback the status, situation, and results of handling complaints and petitions to the Information System for Receiving and Responding to Complaints and Petitions on the National Public Service Portal;

c) The Information System for Receiving and Responding to Complaints and Petitions at the ministry and provincial level provides functions to feedback the status, situation, and results of handling complaints and petitions to the Information System for Receiving and Responding to Complaints and Petitions on the National Public Service Portal.

Article 39. Content of Reflections and Suggestions Received on the National Public Service Portal

1. The content of reflections and suggestions received on the National Public Service Portal shall be in accordance with the provisions stipulated in Article 5 of Decree No. 20/2008/NĐ-CP dated February 14, 2008 of the Government on receiving, handling reflections and suggestions from organizations and individuals regarding administrative regulations and other contents as directed by the Government and the Prime Minister.

2. Reflections and suggestions submitted to the Office of Ministries, agencies at the ministerial level, the Vietnam Social Security, the Vietnam Policy Bank, the Vietnam Development Bank; the People's Committee Office at provincial level or the Administrative Procedure Control Department under the Government Office concerning the following matters:

a) Administrative procedures that have taken effect but have not been published on the National Database of Administrative Procedures, the Electronic Information Portal, the Ministry-level and Provincial-level Public Service Portals, or have been published but are incomplete or inaccurate as prescribed;

b) Administrative procedures that have expired or been abolished but are still publicly posted on the National Database of Administrative Procedures, the Electronic Information Portal, the Ministry-level and Provincial-level Public Service Portals;

c) Inconsistencies between administrative procedures published on the National Database of Administrative Procedures and those made public at the places where such procedures are processed; inconsistencies between the National Database of Administrative Procedures and the Electronic Information Portal, the Ministry-level and Provincial-level Public Service Portals;

d) Inconsistencies between administrative procedures being processed and those made public at the places where such procedures are processed and published on the National Database, the Electronic Information Portal, the Ministry-level and Provincial-level Public Service Portals;

đ) Administrative procedures that continue to cause difficulties, obstacles, and inconveniences, hindering production, business operations, and people's lives.

Article 40. Methods for Submitting Reflections and Suggestions on the National Public Service Portal

Organizations and individuals submit reflections and suggestions on the National Public Service Portal through the following methods:

1. Accessing the National Public Service Portal at the address: https://dichvucong.gov.vn, under the Feedback and Suggestions section to submit reflections and suggestions.

2. Submitting reflections and suggestions during the process of using online public services on the National Public Service Portal.

Article 41. Requirements for Reflections and Suggestions

Requirements for reflections and suggestions submitted via the National Public Service Portal

1. Using the Vietnamese language.

2. Clearly stating the content of reflections and suggestions as specified in Article 39 of this Regulation.

3. Providing full information about the name, contact address, phone number, email address of the organization or individual submitting the reflections and suggestions; organizations and individuals must have an account on the National Public Service Portal to submit reflections and suggestions.

Article 42. Value of Reflections and Suggestions

1. The content of reflections and suggestions from organizations and individuals and the responses from competent state agencies on the National Public Service Portal have the same value as paper documents.

2. Activities and contents related to receiving, coordinating, and processing reflections and suggestions by the receiving agency and the handling agency on the National Public Service Portal have the same value as paper documents.

Article 43. Procedure for receiving, classifying, and transferring for handling complaints and suggestions

1. The receipt, classification, and transfer for handling complaints and suggestions from organizations and individuals shall be carried out through the Information System for Receiving and Responding to Complaints and Suggestions.

In cases where the Electronic Portal, Ministry-level Service Portal, or Provincial Service Portal have the function of receiving and responding to complaints and suggestions and are integrated with the National Public Service Portal, ministries, agencies, and provincial People's Committees shall access the Electronic Portal, Ministry-level Service Portal, or Provincial Service Portal to receive, classify, and transfer for handling complaints and suggestions.

2. Receiving complaints and suggestions

a) Ministries, agencies, and provincial People's Committees shall use authorized accounts to access the Information System for Receiving and Responding to Complaints and Suggestions to receive, classify, and transfer for handling complaints and suggestions sent through the National Public Service Portal;

b) For complaints and suggestions submitted in writing, by telephone, fax, or email, ministries, agencies, and provincial People's Committees shall update the full content of these complaints and suggestions into the Information System for Receiving and Handling Complaints and Suggestions and handle them in accordance with the provisions of the law.

3. Evaluation, classification, and transfer for handling complaints and suggestions

Ministries, agencies, and provincial People's Committees shall use the functions of the Information System for Receiving and Responding to Complaints and Suggestions to evaluate, classify, and transfer complaints and suggestions to competent authorities for handling as follows:

a) Complaints and suggestions that do not comply with the content and requirements stipulated in Articles 39 and 41 of this Regulation, within two working days from the date of receipt of the complaints and suggestions, ministries, sectors, and localities shall inform organizations and individuals about non-receipt and specify the reasons;

b) Complaints and suggestions that are unclear in content as stipulated in Article 39 of this Regulation, within five working days from the date of receipt of the complaints and suggestions, ministries, sectors, and localities shall request organizations and individuals to supplement and clarify the content of the complaints and suggestions;

c) Complaints and suggestions that meet the content and requirements stipulated in Articles 39 and 41 of this Regulation but are outside the decision-making authority and management scope, within five working days from the date of receipt of the complaints and suggestions, ministries, sectors, and localities shall transfer the complaints and suggestions to administrative state agencies or persons with authority for handling in accordance with the provisions of the law;

d) Complaints and suggestions that meet the content and requirements stipulated in Articles 39 and 41 of this Regulation and fall within the decision-making authority and management scope, ministries, sectors, and localities shall receive and handle them in accordance with the provisions of the law;

đ) Complaints and suggestions that fall under the authority of two or more different administrative state agencies but these agencies cannot agree on a handling plan, or have been answered by ministries, sectors, and localities but organizations and individuals disagree and continue to submit complaints and suggestions, or complaints and suggestions that fall under the decision-making authority of the Government or the Prime Minister: The Office of the Government shall receive, take the lead, and coordinate with relevant ministries, sectors, localities, and organizations to organize research, propose the Government or the Prime Minister for consideration and decision, and respond in accordance with the provisions of the law.

Article 44. Procedure for Handling Reflections and Suggestions

1. Based on reflections and suggestions transferred through the System for Receiving and Responding to Reflections and Suggestions by the Government Office, ministries, sectors, and localities, administrative state agencies shall study, handle, or coordinate with other agencies to handle reflections and suggestions according to the procedure stipulated in Article 14 of Decree No. 20/2008/NĐ-CP dated February 14, 2008, of the Government on receiving and handling reflections and suggestions from organizations and individuals regarding administrative regulations.

2. In cases where reflections and suggestions involve multiple ministries, sectors, and localities, the ministry, sector, or locality that receives them must identify relevant agencies to coordinate in handling.

Article 45. Time Limit for Handling and Responding to Reflections and Suggestions

1. The time limit for handling and responding to reflections and suggestions is 15 working days from the date of receipt. If the matter is not completed within this period, the ministries, sectors, and localities must update the handling status in the Information System for Receiving and Responding to Reflections and Suggestions every five working days to inform organizations and individuals.

2. For reflections and suggestions with handling results, ministries, sectors, and localities must update the results in the Information System for Receiving and Responding to Reflections and Suggestions within two working days to respond to organizations and individuals.

Article 46. Publicizing Results of Responses to Reflections and Suggestions

1. The Government Office and state agencies assigned to receive, classify, and transfer reflections and suggestions from organizations and individuals have the responsibility to check, update, and publicly post the response results on the National Public Service Portal according to the forms prescribed in Article 19 of Decree No. 20/2008/NĐ-CP dated February 14, 2008, of the Government on receiving and handling reflections and suggestions from organizations and individuals regarding administrative regulations.

2. In cases where the response results are inconsistent or do not match the content of the reflections and suggestions from organizations and individuals, the Government Office and state agencies assigned to receive, classify, and transfer reflections and suggestions must return the reflections and suggestions to the System to request the handling agency or unit to process and transfer the response results before public posting.

Article 47. Responsibilities of Agencies Receiving Reflections and Suggestions

1. Assign civil servants and staff to carry out the reception and response to reflections and suggestions; classify and transfer reflections and suggestions to related agencies or units or transfer them to administrative state agencies or competent authorities for handling and responding.

2. Organize the reception of reflections and suggestions in accordance with the procedures stipulated in Article 44 of this Regulation and synchronize information on reflections and suggestions, their handling status, and resolution results on the National Public Service Portal.

3. Guide, inspect, and urge the situation of receiving and handling reflections and suggestions by agencies and units.

Article 48. Responsibilities of Civil Servants, Staff Implementing the Reception of Reflections and Suggestions

1. Guide organizations and individuals to access the National Public Service Portal to submit, track the status, and view the results of responses to reflections and suggestions.

2. Contact and guide organizations and individuals to fully update contents related to reflections and suggestions on the National Public Service Portal when the reflections and suggestions from organizations and individuals are unclear or lack necessary information.

3. Adhere strictly to the procedures and deadlines for receiving, classifying, handling, updating, and posting the results of reflections and suggestions.

Chapter VII

TECHNICAL MANAGEMENT AND OPERATION

Article 49. High-level Management Account of the National Public Service Portal

1. Ministries, agencies, provincial People's Committees shall use the high-level management account to delegate management authority, handle business transactions on components of the National Public Service Portal; revoke the rights of users in cases where civil servants, public officials, and employees transfer jobs or cease to participate in management and business transaction handling.

2. Ministries, sectors, agencies, localities shall register to create accounts using dedicated government digital certificate devices issued by the Government Cryptographic Office to ministries, sectors, localities, or authorized units, and notify the Government Office about granting high-level management authority for the account.

3. Ministries, sectors, agencies, localities shall use the National Public Service Portal Management System account to manage, monitor, and supervise the connection status of the National Public Service Portal, the electronic single window information system at the ministry and provincial levels; integrated and shared information systems with the National Public Service Portal. Ministries, sectors, agencies, localities are responsible for managing the high-level management account and other management and business transaction handling accounts to ensure the security of the National Public Service Portal.

4. Ministries, sectors, localities shall assign accounts and delegate lower-level management authority and business transaction handling on sub-systems of the National Public Service Portal. Civil servants, public officials, and employees assigned tasks to manage and handle business transactions on components of the National Public Service Portal must register accounts on the National Public Service Portal and be granted appropriate permissions to perform management and business transaction handling, exploit, and use the system.

Article 50. Management of Common Data Catalogue of the National Public Service Portal

1. Ministries, ministerial-level agencies, Vietnam Social Security, Vietnam Development Bank, Vietnam Social Policy Bank shall update the catalogues prescribed in Clauses 1, 2, 3, 5, and 6 of Article 6; supplement, adjust, or invalidate common data in the catalogues when there are changes and bear responsibility for the accuracy of the updated content.

2. Provincial People's Committees directly under the central government shall update the catalogues prescribed in Clauses 2, 3, 4, and 6 (for the results of administrative procedures assigned by laws and resolutions of the National Assembly to provide detailed regulations; administrative procedures to implement measures suitable to the socio-economic development conditions of the locality) of Article 6 of this Regulation; supplement, adjust, or invalidate common data in the catalogues when there are changes and bear responsibility for the accuracy of the updated content.

3. The Ministry of Finance (State Treasury) shall update or synchronize the catalogues prescribed in Clauses 7 and 8 of Article 6 of this Regulation; supplement, adjust, or invalidate common data in the catalogues when there are changes and bear responsibility for the accuracy of the updated content.

4. The State Bank of Vietnam shall be responsible for synchronizing the catalogue prescribed in Clause 9 of Article 6 of this Regulation with the National Public Service Portal.

Article 51. Management of Secure Servers

1. Ministries, sectors, agencies, localities shall be responsible for managing secure servers to ensure safe and uninterrupted connection and integration with the National Public Service Portal 24 hours a day, seven days a week; not interrupting the provision of public services to organizations and individuals.

2. Ministries, sectors, agencies, localities shall update secure server information on the National Public Service Portal Management System. In case of changes in secure server information, such information must be updated on the National Public Service Portal three working days prior to the change.

3. Ministries, sectors, agencies, localities shall configure equipment and technical infrastructure based on the secure server information catalogue on the National Public Service Portal to ensure safe and uninterrupted connections between agencies and units.

Article 52. Support and Incident Handling Procedures

1. Requests for support and incident handling on the Management System of the National Public Service Portal shall be processed within no more than eight working hours from the time of receipt of requests and proposals from ministries, sectors, and localities. For complex support requests and incident handling, information about the completion time of support and incident resolution shall be announced on the Management System of the National Public Service Portal.

2. In cases of planned maintenance and upgrades of the system, the Government Office shall notify relevant parties at least five working days in advance.

Article 53. Warning Tools

Ministries, sectors, agencies, and localities shall cooperate with the Government Office to develop application programming interfaces (APIs) to establish automatic warning tools for the status of connected services, data sharing, changes, adjustments, and updates in information systems and databases of ministries, agencies, and localities linked to the National Public Service Portal.

Technical management of ministries, sectors, agencies, and localities shall receive notifications and warnings from the Management System of the National Public Service Portal through various means (SMS messages, emails, accounts on the National Public Service Portal) when the National Public Service Portal and the electronic single-window information systems at the ministry and provincial levels lose connection with the National Public Service Portal.

Article 54. Information Security and Safety

1. The service provider is responsible for ensuring secure, safe, and uninterrupted operation of the National Public Service Portal; promptly exchanging information and coordinating with the Government Office, Ministry of Public Security, Ministry of Defense, Ministry of Information and Communications, and the Government Cryptographic Agency in case the National Public Service Portal is attacked by hackers.

2. Ministries, sectors, agencies, and localities shall regularly monitor and ensure the security and safety of information for secure servers, information systems, and databases connected to the National Public Service Portal; coordinate with the Government Office and related agencies to address and resolve issues related to the security and safety of information systems and databases that are integrated with the National Public Service Portal.

3. The Ministry of Public Security, Ministry of Defense, Ministry of Information and Communications, and the Government Cryptographic Agency shall implement measures to monitor and ensure the security and safety of information for the National Public Service Portal according to their assigned functions and tasks.

4. The Government Cryptographic Agency shall deploy cryptographic security solutions for data transmission, sharing, and storage within the National Public Service Portal.

Article 55. Support for Organizations and Individuals

1. Ministries, sectors, agencies, and localities shall develop guidance materials and videos for organizations and individuals to use in performing online public services provided by their own agencies and integrate them into the National Public Service Portal, ensuring the accuracy of the information.

2. Organizations and individuals may request technical support during the process of using functions and performing online public services on the National Public Service Portal through various forms including the support hotline 1900.1096 and email to [email protected].

3. Information about difficulties encountered during the use and implementation of the National Public Service Portal shall be compiled, analyzed, and provided on the interface of the National Public Service Portal.

Chapter VIII

IMPLEMENTATION

Article 56. Responsibilities of the Minister, Head of a Government Agency at the Ministerial Level, and Chairman of the People's Committee of a Province

1. Direct the establishment and operation of the Public Service Portal, the Single Window Information System at the ministerial and provincial levels to connect, integrate, and share data with the National Public Service Portal, ensuring the quality of information provision on administrative procedures, online public services, single sign-on, online payment, and organization of the handling of administrative procedures and online public services for organizations and individuals in accordance with their functions and tasks.

2. Take the lead and coordinate with relevant agencies and units to provide administrative procedures and online public services on the National Public Service Portal in accordance with this Regulation; review, evaluate, and improve the effectiveness of providing online public services on the Public Service Portal at the ministerial and provincial levels and integrate them onto the National Public Service Portal.

3. Connect and integrate the Public Service Portal, the Single Window Information System at the ministerial and provincial levels, and other information systems providing public services with the National Public Service Portal to enable organizations and individuals to perform single sign-on and online payment of financial obligations when implementing administrative procedures and public services.

4. Direct the allocation of human resources, equipment, and network connections; manage secure accounts to serve the exploitation and use of the National Public Service Portal according to the guidelines of the Government Office.

5. Direct the organization to connect and integrate sections or functions for receiving and processing complaints and suggestions on the Electronic Information Portal, the Public Service Portal at the ministerial and provincial levels (if any) with the National Public Service Portal according to the guidelines of the Government Office, ensuring compliance with Clause 5, Article 38 of this Regulation. Organize the implementation of the provisions of Articles 16, 17, and 18 of Decree No. 20/2008/NĐ-CP dated February 14, 2008 of the Government on the receipt, processing of complaints and suggestions from organizations and individuals regarding administrative regulations and the provisions of this Regulation in handling and responding to complaints and suggestions.

6. Establish electronic transaction accounts for agencies, units, organizations, and individuals authorized to use the Public Service Portal and the Single Window Information System to implement administrative procedure processes, receive and answer questions, complaints, suggestions, and other activities as stipulated in this Regulation.

7. Share information and data from the National Database, specialized databases managed by ministries, sectors, and localities to serve the resolution of administrative procedures, provision of public services, and other conveniences on the National Public Service Portal.

8. Ensure technical infrastructure, security, and information safety for systems connected to the National Public Service Portal and components of the National Public Service Portal.

9. Regularly review, inspect, promptly identify and rectify technical system failures or errors caused by officials, civil servants, and employees of the agency or unit; cooperate with related agencies and units in finding causes and solutions to ensure safety and smooth operation during the management, use, and operation of the National Public Service Portal.

Article 57. Responsibilities of the Government Office

1. Manage the National Public Service Portal to ensure continuous, safe, and stable operation; coordinate with ministries, sectors, agencies, and localities to implement plans and solutions for connecting and integrating the National Public Service Portal with the Public Service Portals, Single Window Information Systems, national databases, databases, and information systems implemented by ministries, agencies, and localities to effectively support the implementation of administrative procedures and online public services.

2. Guide and train ministries, agencies, and localities to exploit and use the functions of the National Public Service Portal to publish and disclose administrative procedures, handle administrative procedures and online public services, receive and process complaints and suggestions from organizations and individuals.

3. Monitor, inspect, and urge ministries, agencies, and localities to connect and integrate information, publish and disclose administrative procedures, handle administrative procedures, provide online public services, receive and process complaints and suggestions within the prescribed time limits and authority.

4. Summarize and report to the Prime Minister for handling or directing the handling within the authority of agencies and organizations that fail to strictly implement the publication, disclosure, receipt of administrative procedure files, online public service files, receipt, processing, and response to complaints and suggestions based on information connected and integrated from the Public Service Portals at the ministerial and provincial levels and the National Public Service Portal.

5. Continuously study and compile difficulties and obstacles encountered by ministries, sectors, and localities during exploitation and use to timely adjust, supplement, and upgrade the functions of the National Public Service Portal.

6. Ensure information technology infrastructure to operate and exploit the National Database on Administrative Procedures, the Information System for Receiving and Responding to Complaints and Suggestions, the Electronic Identity Management and Authentication System, and the Online Payment System to operate 24/7; apply digital signatures and improve procedures to shorten processing times, reduce paper documents, and maximize convenience for organizations and individuals.

7. Provide tools to assist agencies and units providing public services and commercial banks, organizations providing intermediary payment services to reconcile and review online payment data through the National Public Service Portal's online payment system.

8. Coordinate with agencies and units providing public services and commercial banks, organizations providing intermediary payment services to investigate causes and resolve issues and difficulties in managing and operating the National Public Service Portal's online payment system.

9. Ensure technical infrastructure, security, and information safety for the National Public Service Portal's online payment system and ensure information security during its implementation in accordance with the law.

10. Perform the tasks assigned under Clause 3, Article 15, Clause 2, Article 21, Clause 3, Article 23, Clause 3, Article 26, Clause 4, Article 32, and Clause 8, Article 35 of this Regulation.

11. Coordinate with news agencies and press to enhance communication regarding activities on the National Public Service Portal.

Article 58. Responsibilities of the Ministry of Public Security

1. Perform the tasks assigned in Clause 2 and Clause 3 of Article 12, and Clause 3 of Article 54 of this Regulation.

2. Share citizen data from the National Population Database for account verification and data exploitation during administrative procedure processing for organizations and individuals.

3. Fulfill information security assurance tasks as prescribed by law.

Article 59. Responsibilities of the Ministry of Finance

1. Direct the State Treasury to be responsible for connecting, integrating, sharing, and synchronizing data with the National Public Service Portal to facilitate online financial obligation payments during administrative procedure processing and service provision; provide on the National Public Service Portal services for refunding state budget payments in cases where state budget revenues are recorded multiple times.

2. Direct the General Department of Taxation to connect and share tax database data with the National Public Service Portal to serve identification, verification, and administrative procedure processing.

3. Coordinate with the Government Office to implement connections, integrations, and data sharing between the National Single Window Portal and the National Public Service Portal.

Article 60. Responsibilities of the Ministry of Planning and Investment

Connect and share data between the National Enterprise Registration Database and the National Public Service Portal to serve identification, verification, and administrative procedure processing.

Article 61. Responsibilities of the Ministry of Information and Communications

1. Ensure smooth operation of the dedicated data transmission network infrastructure of Party and State agencies during information and data exchange among ministries, sectors, and localities.

2. Guide and support the implementation of public digital signature integration for organizations and individuals during authentication and administrative procedure processing, online public services.

Article 62. Responsibilities of the State Bank of Vietnam

1. Perform the tasks assigned in Clause 4 of Article 50 of this Regulation.

2. Direct commercial banks and payment intermediaries in connecting, integrating, and supporting online financial obligation payments during administrative procedure processing and online public service provision for organizations and individuals.

Article 63. Responsibilities of the Government Cryptographic Agency

Perform the tasks assigned in Clause 2 and Clause 3 of Article 12, and Clause 3 and Clause 4 of Article 54 of this Regulation.

Article 64. Implementation Provisions

1. The Government Office shall take the lead in organizing, guiding, inspecting, and urging the implementation of this Regulation.

2. During implementation, if there are issues arising that require handling differently from current laws, the Government Office shall take the lead and coordinate with relevant agencies to report to the Prime Minister for consideration and decision./.