Limitation on research time: Research data from 2011 to 2023 because it is associated with two processes of change in the content of the State management activities for online public se
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THE MINISTRY OF EDUCATION &
TRAINING -/ -
THE MINISTRY OF HOME AFFAIRS -/ - NATIONAL ACADEMY OF PUBLIC ADMINISTRATION
BY PHAN THI BICH THAO
THE STATE MANAGEMENT OF ONLINE PUBLIC SERVICES VIA ADMINISTRATIVE
AGENCIES IN HANOI CITY
Major: Public Management Code: 9 34 04 03
ABSTRACT OF PHD DISSERTATION IN PUBLIC
MANAGEMENT
HANOI – 2024
Trang 2in the Document Resolution of the 13th National Congress that
"Promoting the application of information technology in the
operations of state agencies, building and implementing government, towards digital government" Enhance the ability to access public administrative services for specific disadvantaged groups Promote the processing of work documents in the online environment towards "paperless" state agencies Complete electronic one-stop information systems, public service portals at all levels connected to the National Public Service Portal Complete administrative processes and procedures in accordance with digital government activities, minimize direct transactions” (the Document
e-Resolution of the 13th National Congress - Volume 2, page 65, Truth National Political Publishing House, 2021)
The online public service index is one of the three main pillars besides the technology infrastructure index and human resources index and is the index with the highest score weight to rank the e-government development index of a country Over time, with the development of science and technology, views on online public services have also changed many times In particular, facing the trend of digital transformation with the strong development of technology, state administrative agencies need to come up with more synchronous and comprehensive solutions to taking advantage of information technology, can both overcome internal limitations in institutions, human resources, and infrastructure as well as have a deep understanding of the beneficiaries to provide satisfactory online public services to the local people and enterprises To do so, the direction of this orientation by the State must be based on scientific analysis based
on practical implementation and requires innovation and creativity from thinking to action to adapt to movements of digital technology, flexibly transforming the provision of online public services in the
Trang 3of area and size ranks second in population in the country with more than 8.5 million people, therefore perfecting the State management of online public services to improve the quality of service delivery is extremely important to bring benefits to Hanoi city and to the whole country
Recently, there have been many domestic and international research projects studying online public services and online public service provision in countries around the world However, the common point of these projects is that the approach to online public services is technology-oriented, lacking in-depth and comprehensive research projects approaching online public services from the perspective of the State management, especially looking for an online public service delivery model suitable for the current digital transformation context
On the other hand, the actual implementation at each agency and locality is different due to its own demographic, socio-economic characteristics
Therefore, the doctoral candidate chose the topic “The State
management of online public services via administrative agencies in Hanoi city” as her Doctoral Dissertation in public management
2 Research purposes and tasks
2.1 Research purposes
Establish a scientific and practical basis from which to propose directions and solutions to improve the State management of online public services via administrative agencies in Hanoi city
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- Study the State management practices for online public services
in Hanoi city state administrative agencies On that basis, evaluate the achieved results, analyze limitations and point out the causes of limitations in the State management of online public services via administrative agencies in Hanoi city
- Propose solutions to improving contents of the State management of online public services via administrative agencies in Hanoi city
3 Research subject and scope
3.1 Research subject
As the content of The State management of online public services via administrative agencies in Hanoi city
3.2 Research scope
Limitation on research content: The topic of researching the
content of the State management of online public services via administrative agencies is specifically researching the content of the State management of online public services via administrative agencies Administrative agencies are public administrative services provided by the state administrative agencies in the electronic environment, including activities of issuing licenses and issuing certificates, confirmations, and notification of performance results of the state administrative agencies The Dissertation does not research the content of the State management of other types of public services Therefore, the concept of online public services in the Dissertation is understood as online public services in administrative agencies
Limitation on research space: The topic only studies the State
management activities for online public services in local administrative agencies of Hanoi city (rather than the central agencies located in Hanoi city)
Limitation on research time: Research data from 2011 to 2023
because it is associated with two processes of change in the content of the State management activities for online public services moving from e-government to digital government, building the digital government
4 Methodology and research methods
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4.1 Methodology
The Dissertation is researched on the basis of the methodology of dialectical materialism and historical materialism of Marxism-Leninism; Ho Chi Minh's ideology along with the views and guidelines
of the Party and State on the role and responsibilities of the state in providing online public services
4.2 Research methods
In order to achieve the research purpose, the Dissertation uses a combination of several main methods as follows:
4.2.1 Methods of analysis and generation
4.2.2 Method of secondary data collection and research
4.2.3 Method of primary data collection
4.2.4 Methods of survey, observations and research, analysis of information and statistical data at the National Public Service Portal and public service portals of Hanoi city
5 Scientific hypothesis, research questions
5.1 Research questions
- Research question 1: So far in the world and in Vietnam, what research has there been on concepts related to online public services and the State management of online public services? The development
of the concept of online public services is associated with the construction of e-government and digital government? What is the content of the State management of online public services via administrative agencies?
- Research question 2: Influential factors and requirements for the State management activities for online public services in administrative agencies in the context of building the digital government and e-government at present?
- Research question 3: What important results has the State management of online public services via administrative agencies in Hanoi city achieved and what are the remaining limitations?
- Research question 4: What basic solutions are needed to improve the effectiveness of the State management of online public services via administrative agencies in Hanoi city?
5.2 Scientific hypothesis
(i) The Fourth Industrial Revolution, especially digital transformation and digital government building, will have many strong
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impacts on the State management activities of online public services
of typical administrative agencies namely: promote the provision of online public services in the electronic environment; change the supply model to create new services to better serve people and businesses; ensure conditions to perform online public services (including: institutions, digital infrastructure, human resources, resources); pay attention to information security and personal data protection, etc (ii) The State management of online public services in the context
of digital transformation and digital government building is influenced
by many factors including: objective factors (Tend of globalizat ion, internationalization; Context of the Fourth Industrial Revolution and development trends of e-government and digital government; the process of democratization of social life; IT skills and people's habits); Subjective factors (the Party's viewpoints and orientations; service functions of state administrative agencies; attention and direction of the leader; skills in using IT, service attitude of civil servants in the apparatus)
(iii) The State management of online public services via administrative agencies in Hanoi city has achieved some remarkable results However, under the strong impact of digital transformation and building digital government and e-government, the State management
of online public services via administrative agencies in Hanoi city is still lower with so many shortcomings and limitations
(iv) In order to improve the State management of online public services, it is necessary to have synchronous and comprehensive solutions, focusing on a number of basic solutions such as: building and perfecting infrastructure of the shared platform; create an electronic transaction environment for citizens and organizations; improve digital skills and service attitudes of civil servants; innovate the model of providing online public services; innovate propaganda work, improve people's ability to use online public services; Ensure information security, etc
6 New contributions and significance of the Dissertation
6.1 New contributions of the Dissertation
6.1.1 In terms of theory:
(i) Clarify the theoretical content of the State management of online public services via administrative agencies; (ii) Identify factors
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affecting the State management of online public services via administrative agencies; (iii) Identify the requirements of the State management of online public services via administrative agencies in the context of building e-government towards digital government today; (iv) Propose a model for providing online public services according to a chain of events, continuously and proactively; Propose service standards for officials and civil servants in providing online public services, etc
6.1.2 In terms of practice:
(i) Show a panorama of reality of the State management of online
public services via administrative agencies in Hanoi city, including: achieved results, weaknesses and limitations Important issues need to
be resolved to fit the context of building digital government, digital government, and smart cities; (ii) Provide orientations and solutions to improving the State management of online public services via administrative agencies in Hanoi city in accordance with the context
of digital transformation, building a digital government, and smart cities contributing to improving the efficiency and quality of online
public service provision in Hanoi city
6.2 Significance of the Dissertation:
6.2.1 Scientific significance of the Dissertation:
Contribute to perfecting the theoretical basis for the State management of online public services in the context of digital transformation, building a digital government, and making scientific
contributions to the science of public management
6.2.2 Practical significance of the Dissertation:
(i) Assess the reality of the State management activities for online
public services in Hanoi city administrative agencies in recent times; Propose directions and solutions to improving this activity in the coming time; (ii) The research results of the Dissertation can contribute to improving the quality of online public service provision
in the Government’s role on serving and creating development; (iii) The research results of the Dissertation can also be a useful reference for managers and policy-making leaders related to the State management of online public services in Hanoi A more realistic and clear view of the reality of the State management of online public services to contribute to improving the quality of online public service
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provision in the City At the same time, it is a reference document for
practitioners, students, and scientists
7 Structure of the Dissertation
In addition to the introduction, conclusion, list of references and appendices, the content of the Dissertation is structured into 4 chapters : Chapter 1: Overview of scientific works related to the research issues
Chapter 2: Scientific basis of the State management of online public services
Chapter 3: Reality of the State management of online public services via administrative agencies in Hanoi city
Chapter 4: Perspectives and solutions to improving the State management of online public services via administrative agencies in Hanoi
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Chapter 1 OVERVIEW OF SCIENTIFIC WORKS RELATED TO THE
RESEARCH ISSUES 1.1 Overview research on the State management of online public services
1.1.1 Research works on public services, public administrative services and online public services
1.1.1.1 Regarding the public services, online public services
Over time, the concept of electronic services or online public services appears and changes associated with the development of science and technology and the current strong trend of digital transformation
According to author Rowley with the article on “An analysis of
the e-service literature: towards a research agenda Internet Research: Electronic Networking Applications and Policy, 16, 879- 897”, electronic services are understood as "actions, efforts, obligations which are performed through the intermediary of information technology”
Approaching online public services from the perspective of
quality management, in the study of "E-services quality management"
by author Lorena BATAGAN and colleagues (2009), electronic
services are defined as "interaction according to Internet-based
program to provide customers' needs in the best way"
According to authors Ida Lindgren and Gabriella Jansson, in the study on “Electronic services in the public sector: A conceptual framework, 2013, Government Information Quarterly, (30), 2, 163-
172) “Electronic services can be understood as internet-based,
interactive and integrated with relevant technologies and processes within the delivery organization”
According to author Jesper Holgersson, online public services
"are the public services provided and used through electronic media such as the Internet" This definition, compared to the definition of Rowley and Lindgren and Gabriella Jansson, has a new development
in that it pays attention to the "use" factor in addition to the "provision" factor of online public services
The article on "the nature of public e-services and their quality
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dimensions" Government Information Quarterly 33.4 (2016): 647-657
by the authors of Jansen, Arild, and Svein Ølnes, 2016 introduces the concept of electronic public services "as a series of distinct digital interactions between a service provider and a service recipient that add some value to the recipient”
Also approach from the perspective of electronic interaction, the
authors Lindgren et al., 2019 with the research article on “Close
encounters of the digital kind: A research agenda for the digitalization
of public services”, page 428-436; https://doi.org/10.1016/j giq
2019.03.002 classified citizens' interactions with public organizations into two types: partial interaction and complete interaction in the concept of electronic public services
According to Lynn and colleagues in Chapter 3 of the book named
“Digital Towns Accelerating and Measuring the Digital Transformation of Rural Societies and Economies”, chapter 3, Pages 49-68, https://doi.org/10.1007/978-3-030-91247-5, Digital Public Services are “the provision of public services using digital technology
in which the interaction with a public sector organization is mediated
by an IT system”
The white book by the authors McBride, K., Lume, H.,
Hammerschmid, G., Raieste, A (2023) on “Proactive Public Services
– the new standard for digital a conceptual clarification of proactive digital public services governments” refers to the concept of
"Proactive public services are digital public services that are being proactively provided to qualified users pre-determined by the service provider"
In Vietnam, according to the author Nguyen Ngoc Hien, public services include many different types of services, which may differ in nature
According to author Le Chi Mai, public services "are activities
that serve essential common interests, basic rights and obligations of organizations and citizens that are directly undertaken by the State or authorized by non-state establishments to ensure social order and justice”
According to author Chu Van Thanh, public services are activities
of the state organizations or of businesses, social and private organizations authorized by the state to perform tasks prescribed by
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law, directly serving the common essential needs of the community and citizens, according to the principle of non-profit, ensuring fairness and social stability
Agreeing with author Le Chi Mai's analysis, authors Dinh Van An and Hoang Thu Hoa continue to affirm that public services in administrative agencies are services associated with the State management functions to meet the needs of the local people The subjects providing public services in administrative agencies are public agencies or agencies established by the state authorized to provide public services in administrative agencies
1.1.2 Research works on the State management of online public services
1.1.2.1 Foreign research projects
The authors Karin Axelsson, Ulf Melin and Ida Lindgren of the
article on “Exploring the importance of citizen participation and
involvement in e-government projects: Practice, incentives, and organization”, (2010) has shown that theories on user participation are
applied to develop projects on providing electronic services of the
Government
Researching the reasons why users are not really interested in using online public services provided by the government by Barth, M.,
Veit, D J (2011) with their study on “Electronic Service Delivery in
the Public Sector: Understanding the Variance of Citizens' Resistance United States: Universität Augsburg”, they pointed out three main
characteristics of a public service that affect people's support when performing public services online
Author Ida Lindgren (2013) in her Dissertation on “Public
e-Service Stakeholders: A study on who matters for public e-service development and implementation” has developed the concept and
attributes of stakeholders in construction implementation and providing electronic services
Authors Jesper Holgersson and Fredrick Karlsson, (2014) in their
study on “Public e-service development: understanding citizens’
conditions for participation” have pointed out some benefits of users
when participating in the development of online services in service design and development aspects
Paying attention to the issue of propaganda and dissemination of
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online public services, Kašćelan, Ljiljana, et al (2018) in the article on
“Analysis of the Diffusion of E-services in Public Sector” show that
there is influence from the technological, organizational and environmental factors on the dissemination of electronic services in the public sector, as well as differences in factors that independently impact the dissemination of electronic services
Regarding models of providing online public services, the authors
Vintar, M and Leben, (2002) with the study on “The Concepts of an
Active Life-event Public Portal” has developed an operational
prototype of an active Life events-based information portal
The authors named Todorovski, Ljupčo et al (2006) proposed a method of integrating electronic services based on life events for the operation of information portals
The authors named Ljupco Todorovski, Mateja Kunstelj, and
Mirko Vintar, (2007) in their article on “Reference Models for
e-Services Integration based on Life-Events” proposed a reference
model for life-events – based e-service integration
Regarding the model of online public service provision, scientific article by the authors named Helena Kõrge, Regina Erlenheim, Dirk
Draheim “Designing Proactive Business Event Services” provides a
new approach to providing proactive electronic public services The authors named Lorena BATAGAN et al (2009) have built the content of online public service quality management on 8 aspects
The author Xenia Papadomichelaki (2012) in the article on
“e-GovQual: A multiple-item scale for assessing e-government service quality” also pointed out 6 main quality criteria divided into 33
component criteria to assess quality of e-government services
The article on “Digital government transformation: a case
illustrating public e-service development as part of public sector transformation” of the authors named Lindgren, I., van Veenstra, AF,
(2018) analyzed the relationship between online service development
and transformation in the public sector from the perspective of a case study of the paternity confirmation process in Sweden It emphasizes that institutional change is the most notable need, but it is difficult and time-consuming change, requiring the Government to become more flexible
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The OECD Principles of Good Practice (2022) on designing and delivering services in the digital age were developed by an OECD Working Party of senior digital government officials and reflect insights A compilation of nine service design and delivery principles collected from across OECD member countries
Authors Al Ajeeli, Abid Thyab, Al-Bastaki, Yousif A Latif,
(2011) in the handbook titled “Handbook of Research on E-Services
in the Public Sector: E Government Strategies and Advancements:
E-Government Strategies and Advancements” have provided fairly
comprehensive information on the issues faced by managers, consultants and practitioners in e-government and assisted them in
formulating IT strategies for use in the field
Regarding user identification and authentication when using online public services, authors Teemu, Rissanen, (2010) in their study
on “Electronic identity in Finland: ID cards vs bank IDs” described
the birth, development process, roles, and application areas of Finland's electronic identification cards
1.1.2.2 Domestic studies
Author Do Mai Thanh, (2012) in her study on "Proposing a model
of online public administrative services suitable to the reality of building e-Government in Vietnam"
Author Be Trung Anh (2012) in his study on "Developing
electronic government to improve the transparency of public services
in Vietnam"
Researching the current situation of providing online public administrative services in Da Nang city, author Truong Dien Thang
(2013), in her work on "the Solutions to improving the State
management of providing online public services in Da Nang city”
Quach Thi Minh Phuong, Pham Van Phong (2017) in their article
on "Issues facing online public service policies in Vietnam today"
A research on a specific public administrative service provided
online, in the work titled "Factors affecting business satisfaction with
tax authorities' online tax services - research on Hanoi area", by
author Nguyen Thuy Linh
Author Nguyen Viet Nga (2019), in the article on "Promoting
online public services to meet the digital economy"
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A research on the quality of online public services at district level,
by author Nguyen Thi Hoai Thuong (2022) in the article on "the
Solutions to improving the quality of online public services at district level today"
Considering the provision of online public services in the context
of digital transformation, in the article on "Providing online public
services in the context of digital transformation", by author Doan
Hong Linh
Based on the results in providing online public services in Thanh
Xuan District, Hanoi City, the article of "Providing level 3 online
public services at the People's Committee of Thanh Xuan District, Hanoi City" by author Nguyen Duc Thang
In the study on "Quality of public administrative services in
Hanoi city", author Vu Quynh focused on researching the quality of
public services in administrative agencies and the criteria for assessing quality of public services in administrative agencies and propose some solutions to improving the quality of public services in administrative agencies with the scope of economic administrative management in Hanoi
In the article of "Improving the quality of public administrative
services to meet the people's service requirements", author Vu Thi
Hoai Phuong pointed out the role of the state in public service management in administrative agencies, and at the same time identify factors affecting the provision of public services in administrative agencies
Research on factors affecting the effectiveness of online public service provision in the context of digital transformation in Vietnam,
author Pham Thi Hong Tham (2022), in the article of "Factors
affecting effectiveness Providing online public services in the context
of digital transformation in Vietnam" at the Workshop "Digital
transformation at ministries, branches, and localities - Theory and practice", pointed out 4 influencing factors
Author Le Thi Oanh (2022) with her Dissertation titled "Access
to and use of online public services by people in Da Nang city: difficulties and solutions", pointed out six factors that affect people' s
acceptance of using online public services
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At the seminar on "Evaluating the user-friendliness of 63
provincial online public service portals for the first time, 2023" took
place on July 11, 2023, Report of the expert group from the Institute for Policy Research and Media Development (IPS) in collaboration with the United Nations Development Program (UNDP) in Vietnam shows that there are 3 types of barriers that prevent people from using many online public services
Duong Quoc Chinh (2022) with the Dissertation of "Providing
public administrative services in the context of the Fourth Industrial Revolution in Vietnam" has clarified the impacts of the Fourth
Industrial Revolution on supply activities of Providing Public Services
in administrative agencies in Vietnam and identifying the characteristics and connotations of providing Public Services in administrative agencies in the context of the Fourth Industrial Revolution;
In the article on "the Solutions to promoting online public
services of the State management agencies", the authors Bui Quynh
Trang, La Thi Quynh Mai, (2023) pointed out 04 reasons why online public services are not yet promoted effectively
1.2 Comments and assessments on general works and topic research directions
1.2.1 The research results have been clarified that the Dissertation will inherit and continue to develop
Firstly, regarding the theoretical issue of online public services,
foreign research is relatively rich and diverse
Secondly, domestic research projects have paid attention to the
issue of improving the quality of public service delivery in administrative agencies in the context of building e-government and
digital government
Thirdly, the studies have presented and evaluated the current
situation of online public service provision associated with the process
of building and developing e-government and digital government in
the world
Fourthly, international research has also shown the trend of
providing online public services in countries around the world in the
current context of building a strong digital government