2017年-世界发展银行全球_One-Stop_Shops_in_Vietnam___Changing_the_Face_of_Public_Administration_for_Citizens_and_Businesses_through_a_Single_Door_to_Multiple_Services_20页_341kb

Summary of One-Stop Shops in Vietnam

Core Content

One-stop shops in Vietnam represent a significant reform in public administration, aimed at improving the efficiency, transparency, and accessibility of government services for citizens and businesses. The initiative was rooted in the "Doi Moi" (Renewal) reforms of the 1980s and was officially launched as part of the Public Administration Reform (PAR) program in 2001. The first one-stop shop was established in Ho Chi Minh City in 1995, serving as an experimental model that was later expanded nationwide in 2003.

Main Objectives

The primary goals of the one-stop shop model were:

• To serve as a clear, accessible entry point for administrative services;
• To increase transparency and clarity in service regulations, procedures, and fees;
• To improve the quality and effectiveness of administrative services;
• To increase efficiency by streamlining procedures, saving time and money for users.

Key Milestones

• 1995: Ho Chi Minh City launched the first one-stop shop as an experiment.
• 2003: The one-stop shop model was officially integrated into the national PAR program.
• 2004: Implementation began at the provincial and district levels.
• 2005: Commune, ward, and township-level one-stop shops were introduced.
• 2015: The model had achieved almost full coverage, with 12,638 one-stop shops operating nationwide.

Legal Basis

The implementation of one-stop shops was supported by prime minister decisions and later by specific regulations:

• Decision 181/2003/QD-TTg (2003): Regulated the "one-door" mechanism.
• Decision No. 93/2007/QD-TTg (2007): Introduced interagency one-stop shops.
• Decision No. 09/2015/QD-TTg (2015): Replaced the 2007 decision and updated standards.

These legal instruments ensured a standardized and comprehensive approach to the model's nationwide adoption.

Service Delivery Structure

Vietnam has a four-tier government structure:

• Provincial level: Handles specialized and province-wide services.
• District level: Conducts the majority of service delivery.
• Commune, ward, and township level: Provides simpler services and acts as referral points.

All levels operate interagency one-stop shops, allowing citizens to access multiple services through a single location.

Types of Services

• Mandatory services (national level): Notarization, social affairs, land administration, business licensing, construction permits, and local tax collection.
• Optional services (local level): Includes medical certificates, karaoke licenses, travel business licenses, and cultural services.

Implementation and Management

• The PAR Steering Committee oversaw the policy and coordination.
• The Ministry of Home Affairs (MoHA) was the central authority for managing the one-stop shop model.
• Local people's committees were responsible for practical implementation and management, with a degree of autonomy in approving services and staff changes.

Funding and Costs

• Initial costs during the experimental phase were covered by local governments.
• In poorer areas, development partners such as the Swiss Development Cooperation (SDC), UNDP, SIDA, and Danida provided financial and technical support.
• Service fees are determined nationally and locally, with 130 charges and 171 fees specified by the government. These are posted publicly at all one-stop shop locations and on their websites.

Information Technology and Digitization

• One-stop shops have used computerized technology since their inception.
• Early digitization efforts included the use of computer disks to transfer data between levels of government.
• Modern tools are now used to facilitate communication across agencies and between administrative levels.

Human Rights and Social Inclusion

• One-stop shops help marginalized and vulnerable populations access essential services.
• They promote transparency and accountability by providing access to information and a complaints system.
• The model supports equality and non-discrimination in public service delivery, with an automatic queuing system to ensure fair access.

Collaboration with International Organizations

• Swiss Development Cooperation (SDC) played a key role in the early development and expansion of the model.
• UNDP, SIDA, and Danida also supported the implementation, particularly in poorer and ethnic minority regions.
• These partners contributed to establishment, improvement, and enhanced coordination of the one-stop shop model.

Conclusion

The one-stop shop model in Vietnam has been a cornerstone of public administration reform, significantly improving service delivery, reducing bureaucracy, and enhancing transparency. It has contributed to the country's economic transformation and has become a symbol of the government's commitment to modernization and citizen-centric governance.