Tt ta quản lý nhà nước đối với dịch vụ công trực tuyến trong các cơ quan hành chính thành phố hà nội

THE MINISTRY OF EDUCATION & THE MINISTRY OF

TRAINING HOME AFFAIRS

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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

1

PREAMBLE

1. Rationale
Building e-government, digital government, and smart
government is an inevitable trend in the context of the Fourth
Technology Revolution. This task is also clearly defined by our Party

in the Document Resolution of the 13th National Congress that
"Promoting the application of information technology in the
operations of state agencies, building and implementing e-
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
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

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direction of ensuring the principle of taking people and businesses as
the service center.

Hanoi is the capital, the nerve center of politics, culture and
science and technology, the major center of economic and
international transactions of the country, and also the first city in terms
of 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.
2.2. Research tasks
- Overview research works on online public services and the State
management of online public services.
- Study basic theoretical issues on the State management of online
public services via administrative agencies, thereby inheriting and
perfecting the content of the State management of online public
services.

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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; 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, 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.

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1.2.2. The research gaps are: (i) Research on online public
services is mostly approached from a technical perspective focusing
on researching online public service provision activities; (ii) There is
still disagreement regarding the concept of "online public services"
among researchers; (iii) There is no comprehensive, comprehensive,
in-depth research on the content of the State management of online
public services via administrative agencies in the context of building a
digital government; (iv) The question is that if we find a suitable online
public service delivery model in the context of building Vietnam's
digital government, it can create a breakthrough.

1.2.3. Research direction of the topic: (i) clarify the content of
the State management of online public services via administrative
agencies, clearly showing the impact of these contents on the
effectiveness of providing online public services in administrative
agencies; (ii) Analyze and clarify the influencing factors and
requirements placed on the State management activities for online
public services in administrative agencies in the context of building
digital government and e-government Currently; (iii) Search for a
model of online public service provision consistent with the trend of
building a digital government.

Chapter 2
SCIENTIFIC BASIS OF THE STATE MANAGEMENT OF

ONLINE PUBLIC SERVICES VIA ADMINISTRATIVE
AGENCIES

2.1. Overview of online public services via administrative

agencies

2.1.1. Overview of state administrative agencies
State administrative agencies are an integral part of the state
apparatus, which are established to perform state administrative
management functions.
2.1.2. Public services
Public services are understood as activities that serve the essential
common needs of the community and the entire society, serving the
legal rights and obligations of citizens and organizations, directly

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undertaken or mandated by the state for non-state establishments to
implement to ensure social order and justice.

By the above understanding, we can draw the characteristics of
public services including:

Firstly, public services serve the basic and essential needs, rights
and obligations of organizations and people, achieving social justice
and stability.

Secondly, all people have equal rights to access public services as
subjects of service of the State.

Thirdly, public services are provided by State organizations or by
organizations and units authorized by the State.

Fourthly, the State is responsible for ensuring the provision of

public services to society through building and implementing
management mechanisms, policies, inspections, examinations, and
regulations on prices and service fees.

Fifthly, public services can have in-kind or in-kind forms.
Sixthly, public service provision activities can be fully funded by
the State or paid by users.
2.1.3. Public administrative services
2.1.3.1. Concept
Public administrative services are public services that the state
requires individuals and organizations to use when exercising their
rights and obligations. These are services related to law enforcement
activities, not for profit purposes, provided by competent state
administrative agencies (or authorized organizations) to organizations
and individuals in the form of documents with legal value in the fields
managed by that state administrative agency. Each public
administrative service is associated with one or a group of
administrative procedures to completely resolve a specific task related
to an organization or individual.
2.1.3.2. Characteristics of Public Administrative Services
Public services in administrative agencies have the following
characteristics: (i) The subject providing public administrative
services is a competent state administrative agency; (ii) These are
services that the state requires and encourages people to do to ensure
social order and safety; (iii) All people have equal rights to receive and
use; (iv) Each public service in administrative agencies is associated

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with a certain administrative procedure or group to completely resolve

a specific task related to an organization or individual.

2.1.3.3. Basic types of public administrative services
- Classified by nature, public administrative services are divided
into the following 6 basic types: activities of granting various types of
licenses; Activities of issuing all kinds of certifications and
authentications; collect contributions to the State budget and funds;
resolve complaints, denunciations and handle administrative
violations; activities to maintain order and public security of the police
and public security; activities of sanctioning administrative violations;
Entry and exit activities include all administrative procedures related
to the State management of exported, imported and transited goods;
People and means of transport on exit, entry, and transit.
- According to the method of provision, public services in
administrative agencies are divided into 2 types: Public services in
administrative agencies provided directly and public services in
administrative agencies provided on electronic environment.
2.1.4. Online public services
2.1.4.1. Concept
According to the definition in Vietnam's the State management
agency documents, "online public services are public administrative
services and other services of state administrative agencies provided
to organizations and individuals in the network environment” (the
Decree No. 43/2011/ND-CP). And the latest according to the Decree
No. 42/2022/ND-CP dated June 24, 2022 of the Government, "online
public services of state agencies are public administrative services and
other services of state agencies provided to organizations and
individuals in the network environment”.
According to the author of the Dissertation, placed in the context
of building a digital government today and in the trend of developing

and providing online public services in the world, in this Dissertation,
the concept of online public services and Online public administrative
services are stated as follows:
- Online public services of state agencies are public
administrative services and other services of state agencies that are
partially or completely provided for use by organizations and
individuals in the electronic environment.

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- Online public administrative services are public administrative
services provided partly or completely by state administrative agencies
for organizations and individuals to use in the electronic environment.

2.1.4.2. Classification of online public services
2.1.4.3. Benefits when deploying online public services
2.2. The State management of online public services
2.2.1. Concept of the State management of online public
services
According to the author, the State management of online public
services is the state's use of management tools and mechanisms to
directly or indirectly impact the process of providing public services
in the electronic environment by the State administrative agencies to
meet the needs of organizations and individuals for quality public
services.
From the above concept, the State management of online public
services is identified through the following characteristics:
- Regarding the State management subjects of online public
services
The State management subjects of online public services are state

administrative agencies organized uniformly from central to local
levels, with management rights which are being decentralized.
- Regarding management objects
The objects of the State management of online public services are
state administrative agencies providing online public services within
the assigned scope.
2.2.2. The need for the State management of online public
services
The state needs to conduct the State management of online public
services for the following reasons:
Firstly, it comes from the functions of the state and the
characteristics of public services in administrative agencies.
Secondly, the strong development of science and technology
forces the State to quickly change the institutional system to be able to
effectively manage the provision of online public services.
Thirdly, the State must coordinate through policy tools to ensure
social equity in opportunities to access online public services for

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people in remote areas, people with disabilities and others. weak
position in society.

Fourthly, the provision of online public services is a service
activity of the state, the results of providing online public services will
be a measure of the satisfaction of citizens and organizations.

Fifthly, online public service provision activities are carried out
through the electronic environment, so ensuring digital infrastructure
and online public service delivery channels is a particularly important

task.

2.2.3. The State management requirements for online public
services

(i) There needs to be a complete legal system regulating
regulations on the provision, exploitation and use of online public
services; (ii) The State management of online public services must
ensure good performance of the state's service function; (iii) It is
necessary to build digital platforms, synchronous and shared
information and communication infrastructure to ensure the provision
of online public services. It is necessary to be proactive and creative to
keep up with achievements. of science and technology in the context
of digital transformation and the fourth industrial revolution; (iv) It is
necessary to be proactive and creative to catch up and apply the
achievements of science and technology in the context of digital
transformation and the fourth industrial revolution; (v) It is necessary
to pay attention to training human resources to provide online public
services as well as training users to ensure that online public services
are exploited and used effectively; (iv) It is necessary to be open and
transparent in the process of providing online public services and must
protect user data.

2.3. Content of the State management of online public services
2.3.1. Develop strategies, policies, and institutions for providing
online public services
2.3.2. Create an electronic transaction environment and
conditions to ensure the provision of online public services
2.3.2.1. Build an online public service delivery channel
2.3.2.2. Restructure administrative procedures

2.3.2.3. Propagandize online public services

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