Review of 63 Provincial E- Service Portals from a User Perspective in 2024

Executive Summary

This report presents findings from the user-driven evaluation of provincial e-service portals (PESPs) of all 63 provinces conducted by the Institute for Policy Studies and Media Development (IPS) in 2024, after the first round in 2023. The research has been done in collaboration with the United Nations Development Programme (UNDP) in Viet Nam. The purpose of this review is to propose measures to improve the performance of PESPs and to suggest policy actions for developing user-centered online public administrative services (OPASs) in Viet Nam.

In this second review, the research team evaluated 63 PESPs from the user's perspective based on four groups of criteria: (i) PESPs’ interfaces; (ii) features and tools to guide users before performing administrative procedures on PESPs; (iii) features and tools to support users in performing administrative procedures on PESPs; and (iv) the assurance of the rights and interests of users on PESPs. Additionally, the provision of OPASs is further analyzed across six aspects: (i) the extent to which user needs are met; (ii) synchronization; (iii) transparency; (iv) specialization; (v) effectiveness; and (vi) factors influencing OPAS delivery