Circular No. 01/2018/TT-VPCP dated November 23, 2018 of the Government Office guiding the implementation of a number of provisions of the Government’s Decree No. 61/2018/ND-CP of April 23, 2018, on implementation of the single-window and inter-agency single-window mechanisms in performance of administrative procedures

CIRCULAR

Guiding the implementation of a number of provisions of the Government’s Decree No. 61/2018/ND-CP of April 23, 2018, on implementation of the single-window and inter-agency single-window mechanisms in performance of administrative procedures^[1]

Pursuant to Government’s Decree No. 150/2016/ND-CP of November 11, 2016, defining the functions, tasks, powers and organizational structure of the Government Office;

Pursuant to the Government’s Decree No. 61/2018/ND-CP of April 23, 2018, on implementation of the single-window and inter-agency single-window mechanisms in performance of administrative procedures;

In the furtherance of the Prime Minister’s directions in Directive No. 30/CT-TTg of October 30, 2018, on improving the quality of performance of administrative procedures and Document No. 379/TB-VPCP of September 27, 2018, announcing the conclusions of the Prime Minister who is also the Chairperson of the National Committee for E-Government at the first meeting of the Committee;

At the proposal of the Director of Administrative Procedure Control Agency,

The Minister-Director of the Government Office promulgates the Circular guiding the implementation of a number of provisions of the Government’s Decree No. 61/2018/ND-CP of April 23, 2018, on implementation of the single-window and inter-agency single-window mechanisms in performance of administrative procedures.

Chapter I

GENERAL PROVISIONS

Article 1.Scope of regulation

This Circular guides the implementation and reporting on implementation of the single-window and inter-agency single-window mechanisms in performance of administrative procedures at single-window sections; forms for implementation of the single-window and inter-agency single-window mechanisms in performance of administrative procedures; codes of administrative procedure dossiers and codes of sectors and fields of administrative procedures on ministerial- and provincial-level single-window e-information systems; scoring tools for rating the performance of administrative procedures by state administrative agencies at all levels; and functions of ministerial- and provincial-level public service portals and single-window e-information systems prescribed in the Government’s Decree No. 61/2018/ND-CP of April 23, 2018, on implementation of the single-window and inter-agency single-window mechanisms in performance of administrative procedures (below referred to as Decree No. 61/2018/ND-CP).

Article 2.Subjects of application

This Circular applies to agencies, organizations and individuals competent to perform administrative procedures; agencies, organizations and individuals engaged in performance of administrative procedures.

Chapter II

ORGANIZATION OF IMPLEMENTATION OF THE SINGLE-WINDOW AND INTER-AGENCY SINGLE-WINDOW MECHANISMS IN PERFORMANCE OF ADMINISTRATIVE PROCEDURES

Article 3.Announcement of lists of administrative procedures performed at single-window sections

1. The organization of dossier receipt and processing and dossier-processing result notification at single-window sections must be announced in decisions on announcement of administrative procedures and decisions on announcement of lists of administrative procedures, and publicized in accordance with the law on control of administrative procedures.

2.  Functional agencies and units of ministries, ministerial-level agencies and provincial-level People’s Committees shall review and send lists of administrative procedures of which dossiers are received at single-window sections at all levels, excluding those prescribed in Clause 5, Article 14 of Decree No. 61/2018/ND-CP, to the offices of ministries, agencies or People’s Committees for the latter to summarize and submit such lists  to ministers, heads of ministerial-level agencies and chairpersons of provincial-level People’s Committees for decision.

3. Lists of administrative procedures of which dossiers are received and dossier-processing results are notified at single-window sections must be included in decisions on announcement of administrative procedures and decisions on announcement of lists of administrative procedures as prescribed in Chapter II of the Government Office’s Circular No. 02/2017/TT-VPCP of October 30, 2017, guiding the control of administrative procedures (below referred to as Circular No. 02/2017/TT-VPCP). The order of performance of administrative procedures must be clearly and specifically inscribed in announcement decisions while the agencies or units in charge of receiving dossiers and notifying dossier-processing results shall be stated in such decisions’ “place of implementation” column.

For administrative procedures of which dossiers are received and dossier-processing results are notified online or via public postal service under the Prime Minister’s Decision No. 45/2016/QD-TTg of October 19, 2016, on receipt of dossiers and return of results of settlement of administrative procedures via public postal service (below referred to as Decision No. 45/2016/QD-TTg), the list of administrative procedures in decisions on announcement of administrative procedures shall be added with an “implementation methods” column so as to clearly and specifically state contents relating to implementation methods.

Article 4.Announcement and publication of groups of inter-agency administrative procedures

1. Ministries and heads of ministerial-level agencies shall announce groups of inter-agency administrative procedures in the sectors and fields under their management. In case the inter-agency performance of a group of administrative procedures involves many sectors and fields under the management of more than one ministry or ministerial-level agency, the announcement of such group shall be conducted by the minister or head of the ministerial-level agency managing the sector or field in charge of receiving inter-agency administrative procedure dossiers.

2. Chairpersons of provincial-level People’s Committees shall announce lists of groups of inter-agency administrative procedures based on decisions on announcement of groups of inter-agency administrative procedures of ministers and heads of ministerial-level agencies. In case of piloting the inter-agency performance of a group of administrative procedures at administrations of different levels in provinces and centrally run cities, such group of administrative procedures must be announced.

3. The directors general of the Vietnam Social Security, Vietnam Development Bank and Vietnam Bank for Social Policies (below referred to as directors general) shall announce groups of internal inter-agency administrative procedures; announce inter-agency administrative procedures involving many sectors and fields in case their agencies are dossier-receiving agencies.

4. The publication of inter-agency administrative procedures must comply with regulations on publication of administrative procedures.

Article 5.Guidance on performance of administrative procedures in case of using specimen dossier sets and instruction video clips

1. In case of necessity, ministers, heads of ministerial-level agencies and chairpersons of provincial-level People’s Committees shall select administrative procedures, prioritizing popular procedures with a great number of dossiers, for application of the method of providing instructions by using specimen dossier sets and instruction video clips and publicize them at single-window sections.

2. A specimen dossier set must comprise of applications and declarations (if any) fully filled in with suppositive information or applications and declarations with personal information being hidden, forms of documents to be included in the dossier, form of dossier receipt, and form of notice of result in accordance with law. All specimen documents shall have the word “SPECIMEN” in Times New Roman 16 point, bold, capital letters in Unicode format according to TCVN 6009:2001 printed at the top right corner. Specimen dossier sets must be publicized at single-window sections competent to receive administrative procedure dossiers.

3. An instruction video clip must express all instructions on how to perform the concerned administrative procedure, specific requirements for each document included in a dossier, steps of preparation and implementation process in accordance with law. Instruction video clips shall be shown at single-window sections and uploaded to ministerial- or provincial-level public service portals.

Article 6.Organization of implementation of the whole process of receiving and processing and notifying dossier-processing results at single-window sections

1. The whole process of receiving and processing dossiers and notifying dossier-processing results shall be implemented at single-window sections for administrative procedures when at least the following conditions are met:

a/ The administrative procedures do not fall into the cases prescribed at Points a and b, Clause 5, Article 14 of Decree No. 61/2018/ND-CP.

b/ The consideration, appraisal, investigation and verification of dossiers and approval of results of settlement of administrative procedures may be decentralized or authorized to single-window sections or single-window sections’ cadres, civil servants and public employees in accordance with law.

c/ Single-window sections have sufficient resources and other necessary conditions to perform tasks and exercise powers decentralized or authorized to them.

2. Offices of ministries, ministerial-level agencies and provincial-level People’s Committees shall coordinate with specialized agencies and units in implementing the whole process of receiving and processing dossiers and notifying dossier-processing results at single-window sections.

3. Specialized agencies and units shall appoint cadres, civil servants and public employees meeting the criteria prescribed in Clause 1, Article 11 of Decree No. 61/2018/ND-CP and possessing sufficient professional qualifications and skills and competence to perform the whole process of receiving and processing dossiers and notifying dossier-processing results at single-window sections.

Article 7.Approval of personnel appointed to work at single-window sections at all levels

1. At a ministry or ministerial-level agency, on the basis of personnel plans proposed by general departments or the equivalent, departments and other attached units, the ministry’ or agency’ office shall summarize and submit to the minister or head of the ministerial-level agency for approval a list of personnel appointed to work at the dossier receipt and result notification section and monitor the implementation. A personnel plan established by a unit must comprise a list of official personnel and standby personnel, enclosed with their specific tasks and expected time of appointment.

For dossier receipt and result notification sections organized at general departments or the equivalent or departments, heads of these units shall approve a list of personnel appointed to work at dossier receipt and result notification sections.

2. At the provincial level, on the basis of personnel plans proposed by provincial-level specialized agencies (comprising list of official personnel and standby personnel, enclosed with their specific tasks and expected time of appointment), provincial-level People’s Committee Offices shall summarize and submit to provincial-level People’s Committee chairpersons for approval of lists of personnel appointed to work at public administration centers.

The director and  deputy directors of a public administration center shall be appointed by the provincial-level People’s Committee chairperson, of whom 1 deputy director is the leader of the section in charge of controling administrative procedures under the provincial-level People’s Committee Office.

For localities without provincial-level public administration centers, the leader of  each provincial-level specialized agency shall decide on the list of personnel appointed to work at the dossier receipt and result notification section.

3. At the district level

District-level specialized sections shall formulate personnel plans and send them to Offices of district-level People’s Councils and People’s Committees for summarizing a list of personnel appointed to work at the dossier receipt and result notification section and submitting such list to the district-level People’s Committee chairperson for approval.

The head of a district-level dossier receipt and result notification section is a leader of the Office of the district-level People’s Council or People’s Committee and shall act as the focal point in monitoring the control of administrative procedures.

4. At the commune level

Commune-level People’s Committee chairpersons shall approval lists of personnel appointed to work at commune-level dossier receipt and result notification sections.

5. Hierarchically organized central agencies based in localities

Heads of hierarchically organized central agencies based in provinces and districts shall proactively elaborate plans on personnel appointed to work at their dossier receipt and result notification sections and decide on the list of personnel appointed to work at provincial-level public administration centers and district-level dossier receipt and result notification sections for receipt of dossiers and settlement of administrative procedures falling under their competence prescribed in Clauses 2 and 3, Article 14 of Decree No. 61/2018/ND-CP.

Article 8.Elaboration of internal protocols and electronic protocols for performing administrative procedures

1. Principles of elaboration of internal protocols for performing administrative procedures

a/ Applying a national-standard quality management system in operations of agencies and organizations in the state administrative system;

b/ Ensuring conformity with regulations and realities at agencies.

2. Elaboration of internal protocols for performing administrative procedures to be settled by ministries or ministerial-level agencies

a/ Specialized agencies and units shall assume the prime responsibility for, and coordinating with related agencies and units in, reviewing and elaborating internal protocols for performing administrative procedures for all administrative procedures falling under their ministries’ or ministerial-level agencies’ competence and send dossiers (each comprising an official letter and a draft approval decision) to the ministries’ or ministerial-level agencies’ office.

b/ Based on ministries’ or ministerial-level agencies’ administrative procedure announcement decisions and related legal documents, the sections in charge of controlling administrative procedures under the ministries’ or ministerial-level agencies’ offices shall assist the chiefs of the ministries’ or ministerial-level agencies’ offices in controlling the form and contents of internal protocols before submitting them to the ministers or the heads of the ministerial-level agencies for approval.

3. Elaboration of internal protocols for performing administrative procedures to be settled at provincial, district and commune levels

a/ Specialized agencies and units under provincial-level People’s Committees shall assume the prime responsibility for, and coordinate with related agencies and units in, performing administrative procedures to be settled at provincial, district and commune levels and then send dossiers (each comprising an official letter and a draft approval decision) to provincial-level People’s Committee Offices.

b/ Based on ministries’ or ministerial-level agencies’ administrative procedure announcement decisions and related legal documents, the sections in charge of controlling administrative procedures under provincial-level People’s Committee Offices shall assist the chiefs of the provincial-level People’s Committee Offices in controlling the form and contents of internal protocols before submitting them to provincial-level People’s Committee chairpersons for approval.

4. Based on the contents of approved internal protocols, ministers, heads of ministerial-level agencies and provincial-level People’s Committee chairpersons shall direct the elaboration of the process of performance of administrative procedures by electronic method using software of the ministerial- or provincial-level single-window e-information systems for uniform application within their ministries, sectors and localities.

Article 9.Forms used in performance of administrative procedures

1. The forms used for performance of administrative procedures are provided in the Appendices to this Circular with their code numbers as listed below:

2. The forms specified in Clause 1 of this Article are designed for use on electronic devices and printing on papers of A5 size (148mm x 210mm), particularly for Form No. 06,  of A4 size (210mm x 297mm).

Article 10.Principles and methods of recording and use of forms, and retention of reports, dossiers and books

1. The forms specified in Clause 1, Article 9 of this Circular must ensure the following principles and requirements:

a/ They are recorded on the single-window e-information system, printable and searchable.

b/ Information on administrative procedures stated in the dossier receipt and appointment for result notification (Form No. 01), dossier-monitoring books (Form No. 06) is extracted from the national database on administrative procedures, information on people and enterprises is extracted from the national database on population, and the national database on enterprise registration.

c/ Apart from information which is automatically integrated, cadres, civil servants and public employees shall, in the course of giving instructions, receiving and processing dossiers, and notifying dossier-processing results, adequately, clearly and accurately fill in forms as required.

d/ They may bear digital signatures in accordance with the current law on digital signatures.

2. In case ministries, sectors and localities have not yet completed the building of single-window e-information systems, cadres, civil servants and public employees may use paper forms and books provided that:

a/ Books must be opened for each year and closed when the year ends, and bear the signatures, full names and seals of the heads of the single-window sections;

b/ Books must be inscribed page by page without any page left blank, bear page numbers, and have all pages, from the first to the last,  and “fan stamped” together. Contents must be recorded accurately with clear handwriting;

c/ Book entries must be numbered continuously from No.1 until the year-end. In case a book is full before the year-end, the ordinal number of entries in the second book must not start from No. 1 but follow the number of the last entry of the previous one.

d/ Cadres, civil servants and public employees shall, in the course of giving instructions, receiving and processing dossiers, and notifying results, print and adequately, clearly and accurately fill in forms as required.

3. The retention of reports, dossiers and books must comply with the laws on archive and relevant laws.

Article 11.Contents of reports on the situation and results of implementation of the single-window and inter-agency single-window mechanisms in performance of administrative procedures

1. A report on the situation and results of implementation of the single-window and inter-agency single-window mechanisms contains the following contents:

- The implementation of Decree No. 61/2018/ND-CP.

- The receipt and performance of administrative procedures under the single-window and inter-agency single-window mechanisms at ministries, sectors and localities.

- Announcement of lists of administrative procedures of which dossiers are received at single-window sections and lists of administrative procedures of which dossiers are received online at ministerial- and provincial-level public service portals.

- The situation and results of rating of performance of administrative procedures.

- The situation and results of the proposal of administrative procedures entitled to inter-agency performance (if any).

- Other contents as requested by the Government, Prime Minister or Government Office.

2. The reporting contents prescribed in Clause 1 of this Article shall be added to Appendix XII to Circular No. 02/2017/TT-VPCP.

3. Reporting forms; reporting periods; report-receiving time; unscheduled reporting; responsibilities of reporting agencies and report-receiving agencies; competence to sign and issue general reports; and adjustment and supplementation of reports must comply with Circular No. 02/2017/TT-VPCP.

Chapter III

RATING OF PERFORMANCE OF ADMINISTRATIVE PROCEDURES UNDER THE SINGLE-WINDOW AND INTER-AGENCY SINGLE-WINDOW MECHANISMS

Article 12.Gathering of rating opinions

1. The gathering of rating opinions must be conducted regularly and frequently; rating slips must have a suitable size and put at convenient places for people to easily access them and give feedback.

2. A rating slip for organizations and individuals must be placed at dossier fill-in desks for organizations and individuals, working desks of civil servants, reception desks, and result notification desks; and delivered to organizations and individuals enclosed with dossier receipts and appointments for result notification, written requests for dossier supplementation, and notices of refusal to receive and process dossiers.

3. Electronic rating slips for individuals and organizations shall be provided on provincial- and ministerial-level public service portals, and portals of agencies and units for individuals and organizations to make online rating; and at the same time, integrated with feedback and dossier-processing results for uploading to ministerial- and provincial-level single-window e-information systems.

4. Based on Article 31 of Decree No. 61/2018/ND-CP and Article 13 of this Circular, offices of ministries, ministerial-level agencies, and provincial-level People’s Committees shall formulate rating slips used in their ministries, sectors and localities.

Article 13.Indicators for rating performance of administrative procedures

1. Indicator 1: Total time for performance of administrative procedures compared to the law-prescribed time limit, with specific scores as follows:

a/ Score 2: The total time is shorter than the prescribed time limit;

b/ Score 1: The total time is equal to the prescribed time limit;

c/ Score 0: The total time is longer than the prescribed time limit.

2. Indicator 2: Time for performance by each of agencies and units (including also coordinating units) compared to the prescribed time limit, with specific scores as follows:

a/ Score 2: The agency or unit processes its job with shorter time than the prescribed time limit;

b/ Score 1: The agency or unit processes its job within the prescribed time limit;

c/ Score 0: The agency or unit processes its job with longer time than the prescribed time limit;

3. Indicator 3: Number of times a dossier submitter has to contact the dossier-receiving unit to complete its/his/her administrative procedure dossier (including also online contacts), with specific scores as follows:

a/ Score 2: The dossier submitter does not have to contact the dossier-receiving agency;

b/ Score 1: The dossier submitter has to contact the dossier-receiving agency once;

c/ Score 0: The dossier submitter has to contact the dosser-receiving agency for more than one time, except cases in which the dossier submitter is at fault.

4. Indicator 4: Number of agencies, units and organizations that a dossier submitter has to contact (including also online contacts) to complete its/his/her administrative procedure dossier, with the specific scores as follows:

a/ Score 2: The dossier submitter does not have to contact any agencies, units or organizations;

b/ Score 1: The dossier submitter has to contact one agency, unit or organization which is a single-window section. In case the law requires that in the process of settling the administrative procedure,  the dossier submitter has to directly participate in, and complete its/his/her dossier for processing according to the result of,  site inspection or the appraisal or verification council’s meeting, the agency assigned by law to take charge of conducting site inspection or organizing the appraisal or verification council shall be added to the number of agencies, units and organizations the dossier submitter has to contact.

c/ Score 0: The dossier submitter has to contact more than one agency, unit or organization.

5. Indicator 5. Organization of the receipt and processing of dossiers and notification of dossier-processing results at single-window sections, with specific scores as follows:

a/ Score 2:  The single-window section of a ministry or ministerial-level agency or the dossier receipt and result notification section of a general department, directorate or the equivalent conducts the receipt, examination and appraisal of dossiers, approval or submission of dossier-processing results for approval, and notification of results for at least 20% of the number of administrative procedures on the list of administrative procedures of which dossiers are received at the single-window section issued by the relevant minister or head of ministerial-level agency; the provincial-level public administration center or dossier receipt and result notification section of a provincial-level specialized agency conducts the  receipt, examination and appraisal of dossiers and approval of dossier-processing results for at least 20% of the number of administrative procedures on the list of administrative procedures of which dossiers are received at the single-window sections issued by the concerned provincial People’s Committee chairperson; the district-level dossier receipt and result notification section conducts the receipt, examination and appraisal of dossiers and submission of dossier-processing results for approval for at least 50% of the number of administrative procedures on the list of administrative procedures of which dossiers are received at the district level; the commune-level single-window section conducts the receipt, examination and appraisal of dossiers and submission of dossier-processing results for approval for all administrative procedures on the list of administrative procedures of which dossiers are received at the commune level.

b/ Score 1: The receipt of dossiers and notification of dossier-processing results are conducted at single-window sections of all levels for 100% of administrative procedures other than those prescribed at Points a and b, Clause 5, Article 14 of Decree No. 61/2018/ND-CP.

c/ Score 0: The receipt of dossiers and notification of dossier-processing results are conducted at single-window sections of all levels for less than 100% of  administrative procedures other than those prescribed at Points a and b, Clause 5, Article 14 of Decree No. 61/2018/ND-CP.

6. Indicator 6: Publication of administrative procedures, with specific scores as follows:

a/ Score 2: Administrative procedures performed at single-window sections are publicized in an accurate, complete and timely manner by posting up information sheets at their offices and via electronic means in accordance with the law on publication of administrative procedures.

b/ Score 1: Administrative procedures performed at single-window sections are publicized in an accurate, complete and timely manner by posting up information sheets at their offices or via electronic means in accordance with the law on publication of administrative procedures.

c/ Score 0:  Administrative procedures performed at single-window sections are not accurately, completely or promptly publicized.

7. Indicator 7: Behaviors of cadres, civil servants and public employees when giving instructions, receiving dossiers and performing administrative procedures, with specific scores as follows:

a/ Score 2: The receipt and processing of dossiers and dossier-processing result notification are completed earlier than the prescribed time limit and there is no feedback on harassing or difficulty-causing acts or behaviors or failure to comply or properly comply with law.

b/ Score 1:  The receipt and processing of dossiers and dossier-processing result notification are completed within the prescribed time limit and there is no feedback on harassing or difficulty-causing acts or behaviors or failure to comply or property comply with law.

c/ Score 0:  There is feedback on harassing or difficulty-causing acts or behaviors or failure to comply or property comply with law. Feedback which is verified and concluded by competent agencies as untrue or slandering shall not be taken into consideration for rating.

8. Indicator 8: Assimilation and explanation of feedback of organizations and individuals, with the specific scores are follows:

a/Score 2: There is no feedback or all feedback is responded within the prescribed time limit and there is no prolonged feedback.

b/ Score 1: At least 90% of feedback is responded within the prescribed time limit and there is no prolonged feedback.

c/ Score 0: Less than 90% of feedback is responded within the prescribed time limit and there is prolonged feedback.

9. Indicator 9: Progress and quality of online public service provision of competent agencies, with specific scores as follows:

a/ Score 2: Public services are provided online at level 3 or 4 for at least 20% of administrative procedures satisfying the requirements; online dossiers account for at least 30% of the total dossiers received; and all online dossiers are processed within the prescribed time limit.

b/ Score 1: Public services are provided online at level 3 or 4 for administrative procedures satisfying the requirements; online dossiers account for between 15% and below 30% of the total dossiers received; and all online dossiers are processed within the prescribed time limit;

c/ Score 0: Online public services at level 3 and 4 are not yet provided or online dossiers account for less than 15% of the total dossiers received; or there are online dossiers left unprocessed or not yet completely processed when the prescribed time limit has expired.

Article 14.Scoring methods for rating of performance of administrative procedures

1. For the criteria prescribed in Clauses 1, 2, 3, 4, 6 and 7, Article 13 of this Circular, the scoring shall be conducted for administrative procedure dossiers on a case-by-case basis.

2. For the criteria prescribed in Clauses 5, 6, 8 and 9, Article 13 of this Circular, the scoring shall be conducted for the single-window sections and agencies, units and organizations competent to perform administrative procedures.

3. Methods of collecting rating information

a/ For the criteria prescribed in Clause 1, 3, 4, 7, Article 13 of this Circular, the scoring shall be conducted using rating slips, electronic rating devices or the online rating function of the single-window e-information system.

b/ For the criteria prescribed in Clauses 2, 6, 8 and 9, Article 13 of this Circular, the scoring shall be conducted using the online rating function of the single-window e-information system.

c/ Apart from the methods prescribed at Points a and b, Clause 3 of this Article, information for rating by the criteria prescribed in Article 13 of this Circular shall be collected via physical inspection, reports, and approval decisions on performance of administrative procedures by the single-window and inter-agency single-window mechanisms.

Article 15.Processing of scoring results in rating performance of administrative procedures

1. Use of scoring results

a/ Scores given based on the criteria prescribed in Clauses 1, 2, 3, 4 and 7, Article 13 of this Circular shall be aggregated and used for rating cadres, civil servants and public employees engaged in the receipt and processing of administrative procedure dossiers and notification of dossier-processing results.

b/ The aggregated scores prescribed at Point a, Clause 1 of this Article by sector and field and scores given based on the criteria prescribed in Clauses 5, 6, 8 and 9, Article 13 of this Circular shall be aggregated and used for rating agencies, units and organizations in charge of receiving and processing administrative procedure dossiers and notifying dossier-processing results as well as responsibilities of heads of such agencies, units and organizations.

2. Aggregation of scoring results

a/ Scores given based on administrative procedure dossiers (for the criteria prescribed in Clauses 1, 2, 3, 4 and 7, Article 13 of this Circular) shall be calculated according to the following formula:

Score of the i^thindicator = total scores of administrative procedure dossiers according to the i^thindicator/total number of administrative procedure dossiers

In which, the result shall be rounded to one (1) decimal place.

b/ The total score of each cadre, civil servant, public employee, agency, unit or organization is the aggregate of all scores given according to  the indicators applicable to he/she/it as prescribed in Clause 1 of this Article.

3. Classification of scoring results

a/ A cadre, civil servant or public employee engaged in the receipt and processing of administrative procedure dossiers and notification of dossier-processing results, are regarded as accomplishing 100% of tasks if his/her score is 5 or higher; accomplishing between 70% and under 100% of tasks if his/her score is between 3.5 and under 5; and accomplishing under 70 % of tasks if his/her score of under 3.5.

b/ For agencies, units and organizations, scoring results shall serve as a basis for ranking them within their ministries or localities regarding performance of administrative procedures of ministries and localities. The level of classification is specified as follows: excellent, for those recording a score of 15 points or higher; good, for those recording a score of between 12 to under 15; fairly good, for those recording a score of between 9 to under 12; average, for those recording a score of between 6 to under 9; and poor, for those recording a score of under 6.

4. Responsibilities for processing of rating information

a/ Offices of ministries, ministerial-level agencies and provincial-level People’s Committees (focal points in controlling administrative procedures) shall update and synthesize the results of rating by rating slips, online rating function of single-window e-information systems, and electronic rating devices at single-window sections, and the receipt and settlement of feedback relating to performance of administrative procedures.

b/ Quarterly, single-window sections shall sum up the results of scoring and rating each cadre, civil servant or public employee engaged in the receipt and processing  of administrative procedure dossiers and notification of dossier-processing results; sum up the result of scoring and rating of agencies, units and organizations in charge of receiving and processing administrative procedure dossiers and notifying dossier-processing results; report scoring results so as to assess cadres, civil servants and public employees, agencies, units and organizations regarding the receipt and processing of administrative procedure dossiers and notification of dossier-processing results, and propose solutions to remedying limitations and  shortcomings (if any) to offices of ministries, ministerial-level agencies and provincial-level People’s Committees (focal points in controlling administrative procedures). In case the scoring according to some indicators cannot be conducted due to lack of information, these indicators shall not be included into the aggregated scores.

Offices of ministries, ministerial-level agencies and provincial-level People’s Committees (focal points in controlling administrative procedures) shall sum up results of scoring, rating, classification and ranking (if any) of agencies, units and organizations in charge of receiving and processing dossiers and notifying dossier-processing results for administrative procedures under the competence of their ministries, sectors or provincial-level People’s Committees; report to ministers, heads of ministerial-level agencies and chairpersons of provincial-level People’s Committees rating results and solutions to remedying limitations and  shortcomings arising in the quarter, and results of remedying, rectifying and handling of violations in the implementation of the single-window and inter-agency single-window mechanisms in the performance of administrative procedures of the previous quarter; and publicize implementation results on ministerial- and provincial-level public service portals.

c/ Annually, single-window sections shall sum up the result of scoring, rating and classification of each cadre, civil servant or public employee engaged in the  receipt and processing of dossiers and notification of dossier-processing results for administrative procedures for which they are in charge of receiving dossiers; sum up results of scoring and rating of agencies, units and organizations organizing the receipt and processing of dossiers and notification of dossier-processing results for administrative procedures for which they are in charge of receiving dossiers; send scoring results to agencies, units and organizations organizing the receipt and processing of dossiers and notification of dossier-processing results for administrative procedures for which they are in charge of receiving dossiers; report the results of scoring and rating of cadres, civil servants, public employees, agencies, units and organizations regarding the  receipt and processing of administrative procedure dossiers and notification of dossier-processing results and propose solutions to remedying limitations and shortcomings (if any) to offices of ministries, ministerial-level agencies and provincial-level People’s Committees (focal points in controlling administrative procedures).

Offices of ministries, ministerial-level agencies and provincial-level People’s Committees (focal points for control of administrative procedures) shall sum up results of scoring, rating, classification and ranking agencies, units and organizations in charge of receiving and processing administrative procedure dossiers and notifying dossier-processing results for administrative procedures settled by the ministries, sectors and People’s Committees at all levels; report to ministers, heads of ministerial-level agencies and chairpersons of provincial-level People’s Committees rating results and solutions to remedying limitations and shortcomings and propose commendation and discipline (if any); publicize results on ministerial- and provincial-level public service portals and send reports thereon to the Government Office.

d/ Scores shall be summed up and integrated by single-window e-information systems on the national public service portal. On the basis of summing up and analyzing rating indicators using the statistical software on the national public service portal and reports of ministries, sectors and localities, the Government Office shall rate and rank ministries, sectors and localities regarding implementation of the single-window and inter-agency single-window mechanisms in performance of administrative procedures.

Chapter IV

NATIONAL PUBLIC SERVICE PORTAL AND MINISTERIAL- OR PROVINCIAL-LEVEL SINGLE-WINDOW E-INFORMATION SYSTEMS

Article 16.Ministerial- or provincial-level public service portals

1. The domain names of all ministerial- or provincial-level public service portals shall follow the unified format:dichvucong.(name of  ministry or locality).gov.vnfor Vietnamese-language interface, ande-services.(name ofministry or locality in English).gov.vn, for English-language interface; names of ministries and localities must comply with law.

2. Each ministerial- or provincial-level public service portal is an interface for  communication with organizations and individuals with the following functions:

a/ Providing information on administrative procedures and online public services.

To-be-provided information on administrative procedures include official information synchronized from the national database on administrative procedures, covering administrative procedure codes, components of administrative procedures and other information such as identification code of concerned agencies and levels of online public services.

b/ Authenticating users by integrating with the authentication system of the national public service portal and applying the authentication methods prescribed in the Ministry of Information and Communications’ Circular No. 32/2017/TT-BTTTT of November 15, 2017, prescribing the provision of online public services and assurance of convenient access to websites or portals of state agencies.

c/ Receiving dossiers for level-3 and level-4 online public services directly or via the national public service portal.

d/ Searching information based on the levels of authentication:

- Not requiring authentication: Publicizing information on codes of administrative procedure dossiers and degree of completion of settlement of administrative procedures;

- Requiring authentication: Providing information on the state of settlement of administrative procedures for users at professional sections and departments; situation and results of settlement of users’ feedback; and information and e-dossiers already provided by users via public service portals.

dd/ Guiding and supporting the performance of administrative procedures on the portal interface by using a set of model questions and answers and summarized contents of questions and answers actually made via the portal and call center/hotline (if any); and user reply features like communication channel on the portal interface and automated support tools (if any).

e/ Receiving people’s and business’s feedback on the performance of administrative procedures, and connecting and sharing information with the system of receiving and responding to feedback of the people and business.

g/ Rating the performance of administrative procedures and settlement of feedbacks by state agencies as prescribed in Chapter III of this Circular.

h/ Making statistics and summing up information on provision and performance of administrative procedures from public service portals and single-window e-information systems of ministries, sectors and localities.

i/ Connecting, integrating and sharing information with the national public service portal based on the functions prescribed at Points a, b, c, d, dd, e, g and h, Clause 2 of this Article.

k/ Performing other functions under decisions of ministers, heads of ministerial-level agencies and chairpersons of provincial-level People’s Committees.

Article 17.Ministerial- and provincial-level single-window e-information systems

1. A ministerial- or provincial-level single-window e-information system is an internal information system supporting cadres, civil servants, public employees in performing administrative procedures for organizations, individuals, which has the following functions:

a/ Receiving organizations’ and individuals’ dossiers from the single-window section, national public service portal, and ministerial- or provincial-level public service portals, automatically grant codes for administrative procedure dossiers  used to monitor dossier processing and result notification;

b/ Managing the whole process of settling administrative procedures for each dossier on the basis of recording each step in the process by real time and store log information on performance of administrative procedures;

c/ Directly rating the quality of performance of administrative procedures based on results of dossier receipt  and processing or information integrated from the public service portal.

d/ Providing information on the state of settlement of administrative procedures to the ministerial- or provincial-level public service portal and the national public service portal for publicization in accordance with law;

dd/ Managing the performance of accountability by agencies, cadres, civil servants and public employees after receiving opinions of organizations and individuals; managing the rating of level of satisfaction of organizations and individuals.

e/ Connecting and integrating with the administrative procedure control management and rating system and the national reporting and information system in order to provide information on the situation and results of performance of administrative procedures in the reporting period as prescribed in Chapter III of Circular No. 02/2017/TT-VPCP.

2. Cadres, civil servants and public employees working at single-window sections and specialized agencies and units engaged in performance of administrative procedures shall update information on settlement of administrative procedures according to codes of administrative procedure dossiers to ministerial- and provincial-level single-window e-information systems.

Article 18.Platformsforconnecting and sharing information among information systems

Public service portals, ministerial- and provincial-level single-window e-information systems and the national public service portal shall connect, integrate and share information with one another based on the data integration and sharing platform developed from the national e-document exchange platform.

Article 19.Codes of administrative procedure dossiers

1. A dossier code shall consist of alphabetic and numeric characters arranged in the following structure:

V₁V₂V₃.Z₁Z₂.Y₁Y₂.MX₁X₂-YYMMDD-XXXX

In which:

- V₁V₂V₃.Z₁Z₂.Y₁Y₂.MX₁X₂is the unit code according to the national technical regulation on identifier code structure and data format of message for interconnection of document management and administration systems prescribed in the Minister of Information and Communications’ Circular No. 10/2016/TT-BTTTT of April 1, 2016;

- YYMMDD is the date of dossier receipt, consisting of 6 numeric characters, in which: YY is the last 2 digits of the year, MM is the month in 2 digits, and DD is the day in 2 digits.

- XXXX is the ordinal number of the dossier among those received in the day, consisting of 4 numeric characters.

2. Ministries, sectors and localities receiving dossiers may apply barcodes or QR codes together with codes of administrative procedure dossiers to monitor the performance of administrative procedures.

Article 20.Codes of administrative procedures-related sectors and fields

1. Code structure

The code of a sector or field shall consist of alphabetic and numeric characters arranged in the following structure:

MX₁X₂-LV

In which:

- MX₁X₂is the code of level-1 unit according to the national technical regulation on identifier code structure and data format of message for interconnection of document management and administration systems prescribed in the Minister of Information and Communications’ Circular No. 10/2016/TT-BTTTT of April 1, 2016;

- LV is the code of the sector or field, consisting of alphabetic and numeric characters as prescribed in the List promulgated by the Minister-Chairperson of Government Office.

2. Codes of sectors and fields shall be used for the national public service portal, public service portals and ministerial- and provincial-level single-window e-information systems

Article 21.Process of building and performing online public services on public service portals

The provision of online public services on a public service portal shall be developed and carried out in the following steps:

1. Selecting administrative procedures for provision of online public services

a/ Identifying users and their needs on the basis of studying and evaluating demands for and subjects entitled for provision of online services, meeting the criteria of being popular and possible for provision of online public services.

b/ Identifying administrative procedures for provision of online public services, which must meet the criteria prescribed in Circular No. 02/2017/TT-VPCP.

c/ The upgrading of online public services from level 3 to level 4 must base on user’s demands when dossiers received and processed online account for at least 30% of the total number of dossiers, and contents of the concerned administrative procedures meet criteria on performance of online public services of level 4 as prescribed in Circular No. 02/2017/TT-VPCP.

2. Building an overall process

On the basis of the list of online public services already identified, to build an overall process on provision of online public services of sectors and fields, clearly determining the time and schedule of implementation, and building, operation and exploitation of ministerial- and provincial-level online public service providing systems.

3. Proposing the formulation

Agencies and units shall report to heads of ministries, sectors and provincial-level People’s Committees the formulation of online public services, responsibilities of related agencies in the formulation, performance, rating and anticipation of difficulties and challenges in the course of organizing the provision of online public services, including difficulties in institutions, infrastructure, technical solutions, culture, and user habits, and propose solutions for settlement.

4. Organizing the formulation of specific online public services

The formulation of specific online public services must comply with the overall process prescribed in Clause 2 of this Article and the following steps:

a/ Simplifying selected administrative procedures, including simplifying compulsory dossiers and documents on the basis of evaluating existing data sources and the level of readiness for integration and provision of information in the process of online performance of administrative procedures; simplifying the process and reducing time of performance and other components of administrative procedures on the basis of applying information technology in the receipt and processing of administrative procedure dossiers.

b/ Identifying data that need to be provided and solutions for data provision and evaluating the level of readiness of data sources; public services covered by the overall process and similar on-going public services.

c/ Determining suitable e-identification and e-authentication solutions, prioritizing solutions likely to be conducted on smart mobile devices.

d/ Formulating a detailed e-process on the basis of simplified administrative procedures; e-identification and e-authentication solutions and the integration and exploitation of information with other data sources and public services.

dd/ Conducting test run to improve online public services and disseminating information about provision of online public services for users to know and use if necessary.

5. Providing online public services

a/ Organizing the provision of online public services.

b/ Receiving and settling feedback of individuals and organizations.

c/ Surveying and rating the level of satisfaction of individuals and organizations.

d/ Improving the quality of online public services.

Chapter IV

IMPLEMENTATION PROVISIONS

Article 22.Implementation responsibility

1. Ministers, heads of ministerial-level agencies, heads of government-attached agencies, directors general of agencies, chairpersons of provincial-level People’s Committees, and related agencies, organizations and individuals shall implement this Circular.

2. The Administrative Procedure Control Agency under the Government Office shall assist the Minister-Chairperson of the Government Office in monitoring, urging and examining the implementation of this Circular.

Article 23.Effect

1. This Circular takes effect on January 6, 2019.

2. Any problems arising in the course of implementation should be reported to the Government Office for amendment and supplementation.-

Minister- Chairperson of the Government Office
MAI TIEN DUNG