Some residents have expressed that current online public services in Ho Chi Minh City are still incomplete. Although many services are available online, residents often find themselves having to submit physical documents in person. The city is actively working to resolve this issue.

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 HCMC will end the need for physical paperwork in digital public services. Photo: Ho Van

According to Ms. Nguyen Thi Minh from Thu Duc City, Ho Chi Minh City, she recently tried to complete a residency confirmation procedure online for an overseas trip. Despite using the city's online platform, she found the process complicated, involving too many steps. Errors in the system forced her to repeat steps multiple times, and ultimately, she still had to print out and submit the forms in person at the ward office.

"For an average citizen, it's really difficult to navigate these online services. They are too complex and prone to errors. And having to print out forms after completing them online defeats the purpose," said Minh.

Mr. Lam Dinh Thang, Director of the Department of Information and Communications (DoIC) of Ho Chi Minh City, acknowledged that some agencies have not fully transitioned to processing electronic documents, leading to residents still needing to submit paper forms despite using online services.

To address this, Mr. Thang shared that the city is implementing several solutions, such as deploying electronic licenses, using digital signatures across the city, streamlining administrative procedures, and ensuring that digitized documents are not required to be resubmitted. Ho Chi Minh City is also launching a centralized Administrative Service Center that will unify all district, department, and agency services into one platform to streamline processes.

The city's Administrative Service Center, set to launch in January 2025, will serve as the foundation for fully digital governance, integrating with the national public service portal, national databases, and other specialized platforms. This is part of a broader initiative to ensure that all administrative processes are unified and interconnected, enabling seamless service provision across the city.

With this new system, citizens will be able to access government services from anywhere, without being restricted by administrative boundaries. The initiative also aims to enhance the efficiency of monitoring, controlling, and directing administrative processes, supporting city leaders in overseeing public service delivery.

Mr. Thang emphasized that once these solutions are fully implemented, Ho Chi Minh City will no longer have a situation where digital and paper-based processes overlap, and residents will be able to interact with government agencies entirely online.

A full digital shift for HCM City by 2025  

By 2025, Ho Chi Minh City plans to move all administrative procedures to digital platforms, with the goal of creating a comprehensive digital government environment.

In an interview with VietNamNet, Mr. Lam Dinh Thang explained the city’s objective to digitize the entire administrative system, ensuring that all processes, from document handling to service delivery, are managed online. This comprehensive shift aims to improve the quality of public services, making them more efficient and user-friendly.

Over the past year, the city has rolled out several key digital platforms, including a platform for administrative procedures, a system for handling citizen complaints, a city-wide digital map, and other governance tools. These platforms aim to create a seamless digital ecosystem that integrates with national services.

Additionally, Ho Chi Minh City is developing a unified mobile application, the “Digital Citizen App,” which will allow residents to access various city services easily. This app will integrate features such as bill payments, vehicle registration, and more, simplifying the process for residents and encouraging digital participation.

Developing digital citizens for a digital city  

For these digital platforms to function effectively, the city recognizes the need for "digital citizens." Ho Chi Minh City has launched initiatives to build digital literacy and promote online services among residents.

Mr. Lam Dinh Thang shared that these initiatives include raising awareness through social media, community events, and a network of over 11,000 “Community Digital Technology Teams” across wards, districts, and neighborhoods. These teams provide direct support to residents, particularly the elderly and those less familiar with digital technology, helping them navigate the digital services.

To ensure digital infrastructure, the city is expanding broadband access, providing free Wi-Fi hotspots in public spaces, and exploring policies to help low-income households access smart devices.

The city is also continuously improving online services, aiming to unify them into a single platform where residents can easily access various public services.

Finally, to encourage the use of online services, the city has introduced a zero-fee policy for five administrative procedures when processed online. These include civil status fees, work permit fees for foreigners, business registration fees, land-use certificates, and construction permits.

Over 15 million digital transactions in HCM City  

Ho Chi Minh City has been at the forefront of digital transformation, establishing itself as the first city to implement an electronic document exchange system. Since 2017, the city has connected over 1,500 local units to a nationwide system, linking with ministries and central agencies.

To date, the city has processed over 15 million electronic transactions through this system, accounting for 83.4% of all administrative transactions in 2024 alone. This success has set a benchmark for other provinces to follow in their digital transformation journey.

Despite these achievements, challenges remain. The city’s digital transformation efforts are hampered by limited IT staff, while the workload continues to grow. Moving forward, the Department of Information and Communications plans to leverage AI and automation to streamline management and improve service delivery.

Mr. Lam Dinh Thang is confident that once these efforts are fully realized, Ho Chi Minh City will achieve its goal of complete digital governance, setting a new standard for administrative efficiency and transparency.

Le My