MST on December 19 inaugurated the centralized One-Stop Shop at its headquarters at 113 Tran Duy Hung Street. The project celebrates the 14th National Party Congress and marks a significant step in the ministry's roadmap for administrative reform linked with digital transformation.

Launching the One-Stop Shop reflects a desire to innovate state management methods and improve service quality for organizations, businesses, and individuals in the fields of science, technology, and innovation.

Instead of a decentralized model where each specialized unit receives documents separately, the ministry has chosen a "centralized one-stop" model, where the entire process of receiving and returning results is unified at a single point.

Under the new model, administrative procedures have been redesigned to be seamless, with clear responsibilities, fewer intermediaries, and reduced need for citizens and businesses to travel back and forth multiple times.

Applications are received, monitored, and results returned at the one-stop shop, helping shorten processing time, simplify operations, and facilitate supervision of handling progress.

A key highlight of the one-stop shop is its comprehensive digitalization. MST has deployed information technology solutions, connecting its administrative procedure processing information system with the National Public Service Portal and specialized databases.

Business processes are standardized and publicly disclosed; and each dossier is assigned an identification code, with clear processing deadlines and responsibilities at each stage. 

This allows citizens and businesses to track application status, and enhances transparency in handling administrative procedures.

At the reception area, self-service kiosk systems support procedure lookup, check application components, digitize paper documents, submit applications online, and track processing status.

For those unfamiliar with digital operations or with complex applications, on-site support and in-depth consultation areas provide step-by-step guidance, ensuring that all groups can conveniently access public services.

This approach shows a clear shift from an “officials do it for you” model to a “citizens and businesses carry it out” model, in which state agencies offer guidance, support, and process oversight.

This is also an important step toward forming habits of using online public services, while ensuring that no one is left behind in the digital transformation process.

Service quality 

Speaking at the inauguration ceremony, Ha Minh Hiep, chief of office of MST, said this is a significant event demonstrating the determination to accelerate administrative procedure reform, improve service quality for citizens and businesses, and promote digital transformation in state management of science and technology.

Hiep said the distinguishing feature of MST’s application reception and result/return unit is the use of digital technology throughout the entire process of receiving, processing, and tracking applications.

Electronic kiosks enable citizens and businesses to look up information, submit applications, and track the progress of administrative procedures quickly, conveniently, and transparently.

At the current stage, the model is being implemented as a combination of on-site services, online services with on-site support, and fully online systems. This approach both meets administrative reform requirements and matches the level of technological readiness of different user groups.

The one-stop shop is defined not merely as a place to receive applications, but as a “digital touchpoint” between MST and citizens and businesses. The quality of its operation becomes a direct measure reflecting the level of administrative reform, the degree of digital transformation, and the credibility of the ministry in performing its state management functions.

The centralized one-stop shop operates based on coordination between specialized units under MST and Vietnam Post Corporation.

Vietnam Post participates in supporting application reception, guidance, document digitization, and returning of results of administrative procedures, helping ensure smooth and consistent operations and enhancing professionalism in serving citizens and businesses.

Du Lam