As part of efforts to build a transparent and action-oriented digital government, Dak Lak province will pilot a proactive online public service model starting in August 2026.

The National Public Service Portal currently provides 1,836 provincial-level administrative procedures (APs) and 428 commune-level APs. Of these, Dak Lak has digitalised 1,527 fully online public services available. Despite this high level of digitalisation, the current delivery model remains largely reactive. Citizens together with enterprises are still required to search for information, prepare documents, complete declarations, submit applications, make payments, contact competent authorities as well as monitor the progress of their applications independently.

Police officers of Quang Phu commune guiding citizens in completing administrative procedures online.

Advances in data infrastructure coupled with digital technologies have enabled local authorities to shift towards a proactive service model. According to Ms. Hoang Thi Tam, Deputy Director of the Dak Lak Provincial Public Administration Service Centre, state agencies will not only receive and process applications but also proactively identify service demands, send reminders as well as support the completion of APs based on digitised data connected through integrated national, sectoral and local databases. This approach is expected to shorten processing times while reducing compliance costs for citizens.

To implement the model, the Dak Lak PPC Office has coordinated with relevant departments and agencies to define the initial implementation scope. During the first phase, participating agencies will pilot 16 essential APs, selected because they are supported by relatively complete datasets alongside generate high public demand. These include two procedures under the provincial Police Department, two under the Department of Culture, Sports and Tourism, two under the Department of Justice, four under the Department of Industry and Trade, three overseen by the Department of Agriculture and Environment, combined with three handled by the Department of Science and Technology.

A shift in management mindset

Assessing the feasibility of the model, Ms. Hoang Thi Tam, Deputy Director of the Dak Lak Provincial Public Administration Service Centre, said that proactive online public services are fully aligned with the Government's administrative reform agenda alongside digital government strategy.

"The pilot programme requires officials and civil servants to change their mindset, from simply receiving applications to proactively monitoring data in order to support citizens. The Centre is coordinating closely with relevant departments, agencies together with telecommunications enterprises to comprehensively review operational procedures coupled with data connectivity capabilities, with the aim of finalising an implementation plan tailored to local conditions", she said.

Staff at the Dak Lak Provincial Public Administration Service Centre assisting citizens with submitting online applications.

To ensure the system operates effectively, the quality of input data must be comprehensively reviewed in accordance with the principles of being accurate, complete, consistent and continuously updated. The scope of automation must also be clearly defined so that software supports administrative processing without replacing the legal responsibilities assigned to competent authorities along with authorised officials. Simultaneously, information security, cybersecurity alongside personal data protection must be ensured.

The Department of Science and Technology is currently leading efforts to review and assess the existing technical infrastructure coupled with integration platforms in order to develop secure, seamless connectivity solutions. Departments, agencies together with sectors have also been instructed to proactively standardise their specialised databases while increasing the proportion of online payments.

The programme is expected to strengthen proactive public service delivery, improve satisfaction among citizens and enterprises, while enhancing the effectiveness of government oversight.

Translated by KHUONG THAO