Chính sách dịch vụ công trực tuyến ở việt nam hiện nay TT tiếng anh

VIETNAM ACADEMY OF SOCIAL SCIENCES GRADUATE ACADEMY OF SOCIAL SCIENCES QUACH THI MINH PHUONG POLICY OF ONLINE PUBLIC SERVICE IN VIETNAM Major: Public policy Code: 934.04.02 SUMMARY OF DOCTORAL THESIS ON PUBLIC POLICY Hanoi – 2019 The work was completed at: GRADUATE ACADEMY OF SOCIAL SCIENCES Instructor/supervisor/advisor: Assoc.Prof.Dr Do Phu Hai Reviewer 1: Assoc.Prof.Dr Ho Viet Hanh Reviewer 2: Prof.Dr Nguyen Huu Khien Reviewer 3: Assoc.Prof.Dr Ngo Phuc Hanh The thesis will be testified in front of the Academy-level thesis council meeting at the Graduate Academy of Social Sciences Vietnam Academy of Social Sciences, 477 Nguyen Trai, Thanh Xuan, Hanoi At ……… …… hour ………… minutes, date ……… month ……… year ……………… The thesis can be found at the library: Library of Graduate Academy of Social Sciences LIST OF SCIENTIFIC WORKS OF THE AUTHOR RELATED TO THE THESIS Policy orientation of online public services in Vietnam, Journal of Political Science, No 6/2016, p.68-71, p.90 Issues of current online public service policy in Vietnam, Journal of Inspection, No 8/2017, pp 23-25 Requirements for civil servants in building e-government, providing online public services, Journal of Political Science, No 10/2017, pp.37-42 Impacts of policies on the development of online public services in Vietnam, Journal of Education and Social Affairs, Special issues, January 2018, p.131-133 & p.136 Online public service policy issues in Vietnam and solution orientation, Journal of Political Science, No 2/2018 (p.43-47) INTRODUCTION The need of the research Providing online public services is a key content in the administrative reform process and e-government deployment In our country, online public service policies are often institutionalized into legal documents, creating a legal basis for implementation Reality in recent years in Vietnam shows that the implementation of online public service policies of many ministries, branches and localities only stopped at making the implementation plan In particular, many agencies said there are still problems and difficulties in some stages: systematizing the records, processes of handling administrative procedures (due to papers, many procedures, without electronic forms); the number of public services is many while funding is limited; There is a lack of guidance on hiring information technology services to provide online public services Besides, the media environment is also an important factor affecting online public service policies Online public services need to be understood and accepted by all stakeholders in order to ensure benefits for the whole society Communication of online public services to all sectors of society is critical to the successful implementation of online public services On the other hand, there is currently a theoretical lack of approach, research and implementation of online public services from a policy perspective Only when building a essential theoretical basis for online public service policies, then, the research and assessment of the situation, proposal for solutions would be effective to produce a comprehensive, synchronized, appropriate, and feasible online public service policy to be The reason for the ineffective implementation of online public services is the lack of a complete, synchronized and comprehensive policy system; The attention of the authorities at all levels in organizing the implementation of policies has not been really effective, the propaganda to raise awareness of stakeholders has not been implemented practically and effectively Administrative reform, especially the reform of administrative procedures and modernization of the administration, has been implemented slowly, unevenly and synchronously, leading to unfulfilled policy goals Therefore, the PhD student chooses the topic: "Current online public service policies in Vietnam" as a doctoral thesis with the purpose of contributing to the improvement of online public service policy in Vietnam in the future The research purpose and tasks of the thesis 2.1 Research purpose The thesis builds a theoretical framework for online public service policy and conducts a practical survey of online public service policy in Vietnam as a scientific basis for the thesis to propose groups of solutions to improve the online public service policy in Vietnam 2.2 Research tasks The thesis performs the following tasks: (i) Forming a theoretical framework for online public service policies according to the policy cycle from policy making and policy formulation to policy implementation and assessment ; (ii) Assessing the benefits and limitations in implementing online public service policies in Vietnam, then finding out the cause of those limitations; (iii) Proposing, analyzing and interpreting groups of solutions to improve the online public service policy, ensuring the completion of each stage of the policy cycle, especially focusing on solutions to complete the planning process and the development of online public service policies Research subject and scope of the thesis 3.1 Research subject: The policy of online public services in Vietnam within the scope of the research for public services is public administrative service; Online public non-business services and online public utility services are not considered in this research 3.2 Research scope * Scope of content: The thesis selects the online public service policy research according to the policy cycle but focuses on the stage of policy making, policy formulation and research mainly for public administrative services associated with the administrative reform policy * Scope of spatiality: The thesis carries out research on the national scale with common data sources through reports on the results of administrative procedure reform, reports on evaluation and ranking of e-government, provincial competitiveness index * Scope of time: The thesis studies online public service policies since the application of information technology in the operation of state agencies (IT Program 2000) so far (2018); The focus is on the period from 2014 (when there is the Politburo's Resolution on promoting the application of information technology) to 2018 The methodology and research methods of the thesis 4.1 Methodology: The thesis uses methodology of dialectical materialism, historical materialism in the research to clarify the content of the thesis 4.2 Research Methods The thesis approaches the theoretical framework of online public service policy from the perspective of public policy science The thesis uses both monophyletic approach and interdisciplinary approach with the combination of economics, sociology, law, history and public policy science * Research Method: The thesis combines quantitative methods with qualitative methods such as data and information collection methods; methods of analysis and synthesis; statistical methods; secondary information collection methods Specifically, to get specific data from stakeholders of online public service policies, the author uses: - Methods of sociological investigation, specifically: The author organizes surveys and investigations on two groups of people and businesses in two locations (Ho Chi Minh City and Da Nang City) with 400 votes divided into provinces; 200 votes for each province Group 1: 150 votes / province; Group 2: 50 votes / province - In-depth interview method: the author conducts in-depth interviews with competent stakeholders in online public service provision with 10 votes and 01 questionnaire Scientific contributions of the thesis In theory: The thesis forms a basic theoretical framework for online public service policies (limited to public administrative services); the problem-solving approach is based on the theory of public policy cycle At the same time, the thesis refers to the policy cycle (planning, formulation; implementation and evaluation of public policy), which focuses on clarifying the theory of policy planning and formulation In practice: The thesis combines the evaluation of online public service policy practice with the evaluation of effectiveness in solving policy issues through assessing the completion of the policy objectives which is expressed by the satisfaction of stakeholders who benefit from online public services in society and the position and grade of Vietnam in the international arena in the application of information technology and building e-government The thesis proposes a group of feasible, specific solutions to each stage to improve the online public service policy cycle In which, the thesis focuses on solutions to complete the process of policy planning and formulation At the same time, the thesis also mentions a number of other groups of solutions related to the effectiveness of policy implementation and evaluation Scientific and practical significance of the thesis For reasoning awareness: The thesis forms relatively adequate thinking and reasoning on online public service policies; For the improvement of institutions and policies: The thesis serves as a scientific basis for improving policies on online public services according to the policy cycle, contributing to the current administrative reform In practice: The thesis provides a "panorama" of online public service policies in Vietnam since the application of information technology in the operation of state agencies; solutions stemming from the practice of planning, formulation, implementation and evaluation of online public service policies The thesis can be used as a reference for policy makers, managers, and stakeholders participating in the online public service policy cycle; reference in research and training activities in public policy science Structure of the thesis In addition to the Introduction, Conclusions and List of References, the thesis includes four chapters Chapter Overview of the research works related to the thesis Chapter Theoretical issues on online public service policy Chapter Practice of online public service policies in Vietnam Chapter Viewpoints and solutions to improve online public service policies in Vietnam CHAPTER OVERVIEW OF THE RESEARCH WORKS RELATED TO THE THESIS 1.1 Overview of the research works 1.1.1 Common research works on public policy The research works are very diverse in forms: monographs, magazine articles, textbooks, teaching materials, etc of typical authors such as: Le Chi Mai (2001), Nguyen Huu Hai (2010); Do Phu Hai (2013) The theoretical framework of public policy is approached by authors in many aspects and angles with a variety of methods This is an important source to create a basis for the thesis to build a theoretical framework for online public service policy in Chapter 1.1.2 The research works on the stage of planning and formulation of online public service policy * Researches on the issues of online public service policy A number of domestic and foreign researches have partly raised the inadequacies in implementing online public services such as problems from psychology and awareness of users; supplier awareness; conditions of technological infrastructure and legal environment factors Each article shows a number of existences based on practical assessment of the situation at different stages, different localities so it is still discrete, not comprehensive Based on the reference of the assessments in the works of this group, the thesis aims to systematically, logically and comprehensively address the issues of online public service policies in Vietnam in the coming time * Researches on online public service policy objectives For domestic works, although many works have mentioned the objectives of online public service policies, these works have not steps of the implementation process such as planning, selection, implementation, inspection and supervision of implementation is the task that the thesis aims to 1.1.4 Research works on online public service policy assessment Typical works of this group include authors: Tran Ngoc Luan (2013); Nguyen Dang Hau, Nguyen Hoai Anh and Ao Thu Hoai (2010); author Tran Kim Kha (2012); Thai Van (2013); Le Thi Thanh Tam and Nguyen Van Phuong (2017) It can be seen that the research works in this group have not deeply evaluated policies in terms of policy implementation and effectiveness with specific methods The thesis will conduct in-depth nationwide assessment of online public service policy, with specific qualitative and quantitative methods; in terms of policy implementation and policy effectiveness 1.2 Overall assessment of the research works and the issues need the thesis doing further research 1.2.1 ssues that need further study from related research works Online public service policy which is a gap in the "picture" of e-government construction and implementation policy, is just mentioned as "discrete pieces", lack of comprehensiveness, and uniformity, lack of predictability and visibility under the research approach of public policy science At the same time, there is a lack of intensive research according to the policy cycle, with specific stages from planning, formulation, implementation to policy evaluation This is the task that the thesis must research to improve 1.2.2 Issues chosen by the thesis for further research 10 Firstly, the thesis accesses the content according to the policy cycle with three stages: policy planning, policy formulation; policy implementation and evaluation Because this is a new policy, the author only focuses on researching the first stage in the policy cycle, which is the stage of policy planning and formulation, mainly for online public administrative services; Secondly, the thesis conducts research and assessment of the practice of implementation of online public service policies in association with the steps of planning, selecting forms and tools, implementing, evaluating and controlling the implementation of online public service policies; conducts online public service policy assessment with specific methods; evaluates the implementation of online public service policies and the effectiveness of online public service policies; Thirdly, on that basis, the thesis focuses on researching to propose solutions: (i) Group of solutions to improve the policy formulation stage; (ii) Besides, the thesis also generally proposes solutions to enhance the implementation and evaluation of online public service policies Chapter THEORETICAL FRAMEWORK ON POLICY OF ONLINE PUBLIC SERVICE 2.1 Overview of public policy, public services, online public services 2.1.1 Policy, public policy Public policy is a product of public authorities, which contains a system of decisions to solve emerging problems or existing problems, limitations posed in the socio-economic life through 11 practical activities, aiming to identify goals to serve the common interests of the community and the nation Public policy has its own characteristics of subjects, contents, purposes operating in the policy cycle and there are many different ways of classifying public policies depending on the classification criteria 2.1.2 Public service, online public service 2.1.2.1 Public services, public administrative services Public services are those provided by the state to people in order to meet the needs in socio-economic fields Public administrative services are those relating to law enforcement activities, not for profit, provided by competent state agencies to organizations and individuals in the form of legal papers in the areas of state management Each public administrative service is attached to an administrative procedure to completely solve a specific task related to an organization or individual " 2.1.2.2 Online public services in administrative reform * Administrative reform Administrative reform is understood in the most general sense as a process, a conscious activity, with the purpose to change the old ones for the better or replace the old ones with new ones which are more suitable in managing, leading an organization, a system Providing online public services, especially public administrative services is associated with the reform of administrative procedures, the implementation of "one-stop" mechanism and modernization of state administration by applying information technology to the operation of the whole administration 12 * E-government E-Government is not an entity but basically a tool, a way of working to serve the people better and more effectively, helping the government operate more transparently It is understandable that the term "government" in e-government here may be broader than the usual understanding, including agencies throughout the political system * Online public services: Online public services are public administrative services and other services provided by state agencies to organizations and individuals in the network environment 2.2 Online public service policy 2.2.1 Concept: An online public service policy is a set of relevant decisions that specify the system of solutions and tools used to solve problems of online public service delivery that are practically set out in order to achieve the goal that the state serves and creates sustainable development 2.2.2 Online public service policy cycle The public policy cycle is the stages and steps of public policy starting from the beginning stage (planning) to identify problems and select issues of policy; The second step is to formulate policy (design, draft and issue the policy), the product is a policy proposal; The third step is to organize the implementation of public policy Within the limits of this thesis, the author researches, approaches the policy cycle in three stages Stage is Policy Development including planning (step 1) and formulation (step 2) In this stage, relevant theoretical issues include identifying policy issues; building goals 13 and policy solutions Stage is Policy Implementation and Stage is Policy Evaluation These stages of the cycle would be specified as follows: 2.2.2.1 Development of online public service policy When formulating public policy in general, online public service policies in particular, it must be identified: policy issues, policy objectives, policy solutions, policy institutions, policy subjects, and factors affecting policy 2.2.2.2 Implementation of online public service policy The implementation of online public service policy is the next stage of the policy cycle, reflected in the preparation of resources (human, financial, and time) to organize the implementation of the policy in practice 2.2.2.3 Evaluation of online public service policy Policy evaluation in the policy cycle is very important If a good policy, implementation is organized seriously and synchronously, the evaluation and summation of experience will bring about the sustainability of the policy 2.2.3 Factors affecting online public service policy Factors affecting online public service policy can be expressed as the awareness of the competent authority to issue policies, the capacity of public policy analysis of cadres and civil servants, and the development level of information technology platform, satisfaction level of beneficiaries of online public service policy, context and practice of e-government implementation, effective execution of those stages of the online public service policy cycle 14 2.3 Policy for provision of online public services in some countries in the world and experience for Vietnam Building e-government and providing online public services have been successfully implemented by many countries around the world This is the trend of applying information and communication technology to all activities, including the activities of state agencies From advanced countries, which completely build e-government from early on, such as the United States, Japan, and the UK, to countries with many similarities with Vietnam, such as neighboring China, each country has experienced the history of building and improving e-government with a synchronous and comprehensive policy system Chapter IMPLEMENTATION OF ONLINE PUBLIC SERVICE POLICY IN VIETNAM 3.1 Background of implementing administrative reform and practice of building e-government, affecting online public service policies in Vietnam 3.1.1 Background of implementing administrative procedure reform and modernizing administrative system according to Vietnam's administrative reform program The overview of 10 years of implementing the Master Program of Public Administration Reform, period 2001-2010, shows that the remaining weaknesses are the slow reform speed, inconsistency and efficiency that is not commensurate with the purpose required by the overall program; unsustainable results After implementing the first phase of the Master Program of Public Administration Reform in the period of 2011-2020, the Government also recognized that despite its 15 achievements, when compared to the objectives , requirements and expectations, the results are still modest, requiring more attempt and effort 3.1.2 Background to build e-government and implement online public services Challenges in developing e-government, implementing online public services such as awareness and understanding, administrative reform process, inter-agency cooperation, change in awareness, training and change of skills for cadres and civil servants Socio-economic, institutional and integration-trend conditions are contexts that influence online public service policies 3.1.3 The practice of implementing e-government in Vietnam affects online public service policies Building an e-government is one of the important elements of the administrative reform in order to realize the Government's determination to build a Government of creation, development, integrity, drastic action and servant of people The establishment of e-government and provision of online public services have been taking place many years in Vietnam and have initial achievements, but the goals achieved are very limited, mainly reflected in the United Nations e-government rankings, Vietnam's e-government rankings, reports of the Government Office on the implementation of e-Government according to Resolution 36a / NQ- CP, results of online public service implementation by ministries, sectors, provinces and cities under central authority In particular, the biggest difficulty to build e-Government is still due to the thought and determination of the head and staff in charge of deployment 16 3.2 Situation of development, implementation and evaluation of online public service policies 3.2.1 Situation of developing online public service policies in Vietnam The situation in developing online public service policies is reflected in the identification of issues, objectives and solution development in policy project; the situation of policy institution building activities, reflected in the policy instruments, are still mainly legal documents 3.2.2 Situation of implementing online public service policies Assessing the implementation of online public service policies in Vietnam recently shows that policies mainly exist in the form of legal documents and e-government construction programs and projects, application of information technology in State management activities The survey shows that the stakeholders all affirm the important role of the application of information technology in the deployment of online public services, which confirms the necessity and urgency of policy issues relating to online public service 3.3.3 Situation of online public service policy evaluation in Vietnam For online public service policies, after identifying the issues, objectives and policy solutions as above, it is necessary to start building a specific operating model for some specific online public services Herein, the author has conducted a survey of the satisfaction level of beneficiaries who are citizens and businesses as a measure to evaluate the effectiveness of online public service policies The result shows that the beneficiaries' satisfaction with the end result of online 17 public service policies is relatively high The majority of beneficiaries of online public service policies express satisfaction with the government's timely resolution of public services, and affirm that providing public services on the network environment helps people and businesses save a lot of resource costs (from time, expense to human) 3.3 General evaluation 3.3.1 Achievements Firstly, in developing online public service policies: there is the diversity in the expression of policy products: Secondly, in the implementation, many activities have been carried out which demonstrates determination of the head in each agency, unit of government Thirdly, in the policy evaluation stage, there is an initial interest in policy evaluation activities: Activities from job performance, to satisfaction of people and businesses are evaluated the results of policy objectives achieved Human resources are allocated to evaluate policies in consistence with the general trend Achievements are due to the correct leadership of the Party, timely institutionalization of directions, guidelines, investment in participating resources are focused more and the legal environment for implementation is gradually completed 3.3.2 Limitations Firstly, in the process of developing online public service policies: the awareness and capacity of participants in policy formulation are not high, policy proposals have not met the requirements of identifying and right problems, goals, and solutions There are also restrictions on resources, on information and 18 communication technology infrastructure, on the coordination of stakeholder groups Secondly, limitations in the implementation of online public service policies: Awareness of information technology application to serve life and jobs of the people is not high, the traditional trading habit is still dominant Third, limitations in online public service policy evaluation: there are limitations in proper attention to policy evaluation activities, resources for conducting online public service policy evaluation; policy evaluation criteria or legal mechanisms or environment for online public service policy evaluation Limitations drawn from the policy cycle stem from the following basic reasons: Firstly, for the policy development stage: the awareness of the stakeholders of the online public service policy are still limited; lack of a mechanism and policy on information technology and online public services; limitations in the capacity of competent individuals and organizations to formulate policies, leading to incorrect and unsuccessful determination of policies and objectives of online public service policies Secondly, the reasons for the limitations in the implementation of online public service policies: there is a lack of policies for propaganda to change habits, raise people's awareness, and organizations providing online public services, let the people know and understand the benefits of the services; lack of interest and determination of the Party committees, authorities and leaders leading to the implementation to be formalistic, coping, and ineffective; lack of investment in resources: finance, people, 19 corresponding institutions for ensuring the implementation of policies in general and policies of online public services in particular; Thirdly, the reasons for the limitations in online public service policy evaluation which has not been paid much attention: There is no legal mechanism for this activity At the same time, the system of criteria for evaluating online public service policies has not been completely developed, unified Human resources for policy evaluation are limited Chapter SOLUTION TO IMPROVE ONLINE PUBLIC SERVICE POLICY IN VIETNAM 4.1 The points of view of the Communist Party of Vietnam and of the author on the improvement of online public service policies in Vietnam It is essential to build a modern, professional, disciplined, dynamic, effective and efficient administration, taking the service results and the satisfaction level of people and businesses as evaluation criteria From that, the author advocates that: In the policy development process, it is necessary to identify exactly what the policy issue of which the practice poses in providing online public services is all about, from there, to make the research on the policy issue, in close relationship with administrative reform, how those policies and solutions should be developed towards improving the online public service policy to ensure the best connection between the people and government; making the relationship between people and the administrative system closer; The provision of online public services needs to ensure democracy on the basis of efficiency when public services are provided online 4.2 Solutions for improvement of online public service policy in Vietnam 20 4.2.1 Group of solutions to advance the development of online public service policies In order to improve the stage of policy development, it is necessary to accurately identify issues of online public service policies, setting up targets and feasible and suitable policy solutions group in the policy project In addition, factors such as building institutions and defining the stakeholders of the policy will provide the basis for the actual implementation of that policy Therefore, it is necessary to focus on well making the solutions: improving the quality of the stages of the policy cycle: Identifying the exact problems, setting policy goals , completing institutions and supplementing policy subjects, raising awareness about the role of online public service policies, ensuring human resources, guaranteeing information and communication technology infrastructure, enhancing the coordination of stakeholders, strengthening investment in resources 4.2.2 The general solutions to strengthen the policy implementation and evaluation in the online public service policy cycle 4.2.2.1 Group of solutions to strengthen the implementation of online public service policies: To well implement online public service policies, the following basic solutions need to be orientated: Strengthening the direction and coordination in implementation of online public service policies; strengthening financial resources, infrastructure, information and communication technology; Responsible stakeholders must proactively propose solutions for organizing and implementing public service policies online; raising Awareness, attracting stakeholders to participate in the implementation of online public service policies; Focusing on 21 ensuring human resources when organizing the implementation of online public service policies 4.2.2.2 Enhancing online public service policy evaluation: to ensure the policy evaluation to be uniformed, consistent and comprehensive, it is necessary to: (i) Have a policy evaluation plan and a specific evaluation schedule development After each evaluation period, it is necessary to summarize the results and publicize the evaluation results for the stakeholders to identify errors, causes of errors in the policy evaluation to learn from experience; (ii) Establish a set of criteria for online public service policy evaluation: criteria to evaluate the validity of the policy; efficiency, achievement of policy objectives; criteria of comparative advantage; (iii) Improve mechanisms to ensure coordination in policy evaluation; (iv) Invest in funding for online public service policy evaluation; (v) Build a contingent of officials and public servants performing online public service policy evaluation CONCLUSION Firstly, the thesis has synthesized the theory system of online public service policies according to the policy cycle and policy analysis; the concepts, contents of the Policy Development stage (issues, objectives, solutions, institutions, online public service policy stakeholders in Vietnam and factors affecting public service policies online); the content of the Policy Implementation stage as well as the meaning and role of the online public service policy evaluation stage The thesis analyzes the experience of some countries in the world in developing, planning and evaluating online public service policies From there, experiences are drawn for reference when developing and improving the online public service policy in Vietnam 22 Secondly, based on the theory of online public service policy cycle, through sociological surveys in two provinces nationwide and in-depth interviews with some experts working at the government agencies, Party organizations the author has evaluated the current status of online public service policies in Vietnam: from the stage of policy development: the situation of problem identification, objectives, solutions, institutions of online public policy; implementation of online public service policies: through assessing the satisfaction level of beneficiaries who basically are people and businesses in applying information technology to serve life and work; extent and purpose of using Internet connection; access level; ability to easily search for information, interface layout ; online public service policy evaluation status: through assessing the satisfaction of citizens and businesses about the attitude of supporting and handling online procedures of state agencies; effective coordination between government agencies to not provide repetition when using the service via the Internet, the level of security or convenience, promptness when enjoying online public services The thesis also points out the limitations and causes in each stage of the online public service policy cycle in Vietnam Thirdly, based on the viewpoint of information technology application before the 4.0 revolution in the context of the Party's international integration, the thesis states solutions groups to ensure the improvement of each stage of the online public service policy cycle Specifically: (i) Solutions for developing online public service policies: identifying policy issues including: building and completing the information infrastructure; integrating information system, creating a wide network environment to serve the activities of state agencies; creating legal conditions for online public services; creating 23 human resources to participate in online public services; ensuring information safety, network security to originate user confidence; ensuring financial resources, socioeconomic conditions Defining exactly the solution groups in online public service policy options such as: solutions to raise awareness about the role of online public service policies; human solutions; institutional solutions in policy planning and formulation; solutions in perfecting technical infrastructure, funding, coordination between stakeholders involved in online public service policies ; (ii) Group of solutions to strengthen the implementation of online public service policies: in the direction and coordination of implementation, ensuring financial resources and infrastructure to deploy online public services; raising awareness and attracting participants; resources for organizing the implementation of policies; (iii) Group of solutions to expand the online public service policy evaluation such as the need to have a policy evaluation plan and build a specific evaluation schedule: ensuring the clear definition of objectives, scope and stakeholders, subjects, content, methods and evaluation criteria; building a set of criteria for evaluating online public service policies: criteria for evaluating the validity of the policy; efficiency, achievement of policy objectives; criteria of comparative advantage; improving mechanisms to ensure coordination in policy evaluation; investing funding for online public service policy evaluation; building a contingent of officials and public servants performing online public service policy evaluation 24 ... PUBLIC SERVICE POLICY IN VIETNAM 4.1 The points of view of the Communist Party of Vietnam and of the author on the improvement of online public service policies in Vietnam It is essential to build... thesis council meeting at the Graduate Academy of Social Sciences Vietnam Academy of Social Sciences, 477 Nguyen Trai, Thanh Xuan, Hanoi At ……… …… hour ………… minutes, date ……… month ……… year ………………... orientation of online public services in Vietnam, Journal of Political Science, No 6/2016, p.68-71, p.90 Issues of current online public service policy in Vietnam, Journal of Inspection, No 8/2017,