In e na ional Jou nal o Social Science and Human Resea ch
ISSN (p in ): 2644-0679, ISSN (online): 2644-0695
Volume 08 Issue 10 Oc obe 2025
DOI: 10.47191/ijssh / 8-i10-16, Impac ac o - 8.007
Page No: 7683-7691
IJSSHR, Volume 08 Issue 10 Oc obe 2025 www.ijssh .in Page 7683
The Impac o Digi al T ans o ma ion on People's Sa is ac ion wi h
Adminis a i e P ocedu e Re o m in Vie nam
Saysamone Keobounhia1, Lai Thi Thanh Binh2, Nguyen Khanh Ly3, Nguyen Thi Kim Chi4, Nguyen Chi Hai5
1S udying o a PhD a he Ho Chi Minh Na ional Academy o Poli ics, Vie nam; Depa men o Educa ion and Spo s o
Khammouane P o ince, Laos
2PhD, Head o he Facul y o Basic Knowledge, Hanoi Academy o Thea e and Cinema, Vie nam
3Head o Facul y o Basic Sciences, Nghe An Uni e si y, s udying PhD a Vinh Uni e si y, Vie nam
4S udying PhD a Vinh Uni e si y, Vie nam
5PhD, Facul y o Law and Poli ical Science, An Giang Uni e si y, Vie nam Na ional Uni e si y Ho Chi Minh Ci y, Vie nam
ABSTRACT: In he con ex o Vie nam p omo ing he de elopmen o a digi al go e nmen , adminis a i e p ocedu e e o m is
conside ed a key a ea o imp o e go e nance e iciency and s eng hen people's us . The s udy aims o analyze he impac o
digi al ans o ma ion on people's sa is ac ion wi h adminis a i e p ocedu e e o m. Mixed me hods, in which quali a i e esea ch
plays a key ole wi h he SWOT ool combined wi h expe in e iews and policy analysis, he s udy also uses seconda y da a
om SIPAS, PAR Index, and na ional digi al ans o ma ion epo s. The esul s show ha digi al ans o ma ion has con ibu ed
o inc easing anspa ency, educing ime, cos s, and imp o ing se ice a i udes, he eby imp o ing people's sa is ac ion.
Howe e , ac o s such as unsynch onized in as uc u e, limi ed digi al skills, agmen ed da a, cybe secu i y isks, and digi al
inequali y emain signi ican ba ie s. On ha basis, he s udy p oposes policy s a egy g oups acco ding o he SWOT ma ix
(SO, WO, ST, WT) o p omo e s eng hs, o e come weaknesses, ake ad an age o oppo uni ies, and espond o challenges.
People's sa is ac ion is sus ainably imp o ed when digi al ans o ma ion is implemen ed in an inclusi e, synch onous, and
people-cen e ed di ec ion.
KEYWORDS: Adminis a i e p ocedu e e o m; digi al ans o ma ion; people's sa is ac ion; Digi al Go e nmen ; SWOT
1. INTRODUCTION
Public adminis a i e e o m in Vie nam has become a key ask o imp o e he e ec i eness o s a e go e nance, p omo e socio-
economic de elopmen , and imp o e people's li es. An impo an pilla is adminis a i e p ocedu e e o m, which is conside ed
an a ea di ec ly ela ed o he igh s and obliga ions o ci izens. Resolu ion No. 17/NQ-CP in 2019 on e-Go e nmen de elopmen
owa ds digi al go e nmen , digi al economy, and digi al socie y, oge he wi h he Na ional Digi al T ans o ma ion P og am o
2025, wi h a ision o 2030, has s ongly commi ed he S a e o aking people and businesses as he cen e o e o m (The
Go e nmen , 2019). Imp o ing he quali y o public adminis a i e se ice p o ision h ough he applica ion o digi al echnology
has become an impo an d i ing o ce o inc ease people's sa is ac ion, while s eng hening us in he go e nmen (Van Hoa e
al., 2023).
P ac ice shows ha people's sa is ac ion wi h adminis a i e p ocedu e e o m in Vie nam is s ill une en among locali ies and
egions. E alua ion indica o s, including he Public Adminis a ion Re o m Index (PAR Index), o he Sa is ac ion Index o
Adminis a i e Se ices (SIPAS), ha e eco ded many posi i e signals, bu he e a e s ill signi ican gaps be ween p o inces and
ci ies. While la ge ci ies such as Hanoi, Ho Chi Minh Ci y, and Da Nang ha e achie ed high esul s hanks o good digi al
in as uc u e and a eam o o mally ained ci il se an s, in many emo e a eas o places wi h a la ge numbe o e hnic
mino i ies, he le el o sa is ac ion o he people is s ill limi ed (Duyen & Mai, 2024). The eason may come om he di e ence
in socio-economic condi ions, s a capaci y, digi al skills o he people, and he synch oniza ion in he implemen a ion o
echnological solu ions.
Many domes ic and o eign s udies ha e app oached he issue o ci izens' sa is ac ion wi h public se ices om a di e en
pe spec i e. The s udies ha e used su ey ools based on he Like scale and s a is ical analysis. Popula models such as
SERVQUAL, Technology Accep ance Model (TAM), o In o ma ion Sys em Success Model ha e been applied o explain ac o s
a ec ing people's sa is ac ion. Howe e , mos s udies only s op a quan i ying he le el o sa is ac ion and de e mining he
ela ionship be ween ce ain a iables, wi hou going in o dep h o analyze he speci ic con ex ual ac o s o Vie nam, especially
The Impac o Digi al T ans o ma ion on People's Sa is ac ion wi h Adminis a i e P ocedu e Re o m in Vie nam
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in he cu en pe iod o s ong digi al ans o ma ion. This leads o an impo an esea ch gap ha he e should be wo ks ha
combine quali a i e and quan i a i e me hods, o bo h p o ide empi ical da a and deeply analyze he causes, oppo uni ies, and
challenges in he p ocess o adminis a i e p ocedu e e o m associa ed wi h digi al ans o ma ion (Asga khani, 2005).
Based on he equi emen s, his s udy chooses a mixed me hods app oach, emphasizing he quali a i e me hod wi h SWOT
analysis ools combined wi h expe in e iews and policy analysis. Quan i a i e me hods will be used o supplemen by exploi ing
seconda y da a om o icial epo s such as SIPAS, PAR Index, and basic su eys o some ypical a ge g oups. This app oach
allows o o iden i ica ion o he s eng hs, weaknesses, oppo uni ies, and challenges o he digi al ans o ma ion p ocess in
adminis a i e p ocedu e e o m, e lec ing he le el o people's sa is ac ion in a speci ic con ex .
The objec i e o he s udy is o cla i y he impac o digi al ans o ma ion on people's sa is ac ion wi h adminis a i e
p ocedu e e o m in Vie nam. The s udy no only s ops a measu ing and desc ibing, bu also analyzes he na u e o he
in luencing ac o s, p o iding a comp ehensi e iew o he ela ionship be ween digi al ans o ma ion and he quali y o public
adminis a i e se ices. F om hese analyses, he s udy will make policy sugges ions o imp o e he e ec i eness o
adminis a i e e o m in he digi al ans o ma ion pe iod, ensu ing he goal o building a digi al go e nmen o people and
businesses (Gin ing & Sembi ing, 2025).
The s udy aims o p o ide a comp ehensi e pe spec i e, linking heo y and p ac ice, quan i a i e and quali a i e. The s udy
adds e idence on he impac o digi al ans o ma ion on people's sa is ac ion in he public adminis a ion sec o in he con ex o a
de eloping coun y. In e ms o p ac ice, he s udy p o ides speci ic ecommenda ions o help au ho i ies a all le els adjus
policies, imp o e he capaci y o deploy online public se ices, and suppo people o adap o changes b ough abou by digi al
ans o ma ion. The s udy con ibu es o s eng hening he ole o people as he cen e o adminis a i e e o m, p omo ing he
mode niza ion o public adminis a ion in Vie nam in he new pe iod.
2. THEORETICAL BASIS AND RESEARCH OVERVIEW
2.1. Theo e ical Basis o Digi al Go e nmen and People's Sa is ac ion
In he con ex o globaliza ion and he s ong de elopmen o in o ma ion and communica ion echnology, he concep o Digi al
Go e nmen is eplacing he adi ional e-Go e nmen model. E-Go e nmen ocuses on digi izing adminis a i e p ocesses o
imp o e anspa ency and e iciency (Al-Okaily e al., 2025). Digi al Go e nmen aims a a sma s a e go e nance model, aking
da a as he ounda ion, ci izens and businesses as he cen e , and opening up new spaces o pa icipa ion, in e ac ion, and co-
c ea ion o policies. In Vie nam, Resolu ion No. 17/NQ-CP (2019) and he Na ional Digi al T ans o ma ion P og am (2020) ha e
shaped he ision o building a digi al go e nmen , a digi al economy, and a digi al socie y, in which adminis a i e p ocedu e
e o m is conside ed a “b eak h ough” o imp o e se ice quali y and people’s sa is ac ion.
People’s sa is ac ion in he public adminis a ion sec o is de ined as he ex en o which ci izens’ expec a ions o he public
se ices hey ecei e a e me , bo h in e ms o con en (quali y, accu acy, anspa ency) and p ocess ( ime, cos , se ice a i ude).
Pa asu aman’s (1988) SERVQUAL heo y s a es ha sa is ac ion is in luenced by i e aspec s, including eliabili y,
esponsi eness, assu ance, empa hy, and angibles (Pa asu aman e al., 1988). When applied o online public adminis a i e
se ices, hese ac o s a e closely linked o he le el o de elopmen o Digi al Go e nmen , such as sys em capaci y, secu i y,
anspa ency, and equal access o all subjec s (Wang & Ma, 2022).
In addi ion, he TAM model emphasizes ha people's accep ance o echnology depends on pe cei ed use ulness and pe cei ed
ease o use. In adminis a i e p ocedu e e o m associa ed wi h digi al ans o ma ion, i he online public se ice pla o m is
designed o be use - iendly, easy o access, and b ing p ac ical bene i s, people's sa is ac ion will inc ease signi ican ly.
2.2. Digi al Go e nmen F amewo k and Role in Adminis a i e P ocedu e Re o m
The Digi al Go e nmen amewo k in Vie nam is designed on ou pilla s, including (i) digi al in as uc u e; (ii) digi al pla o m;
(iii) digi al da a; and (i ) digi al human esou ces. In adminis a i e p ocedu e e o m, hese ou pilla s a e closely ela ed o each
o he and di ec ly impac he expe ience o people. Digi al in as uc u e includes elecommunica ions ne wo ks, in e ne lines,
and da a cen e s, which a e necessa y condi ions o p o iding online public se ices (Ch is ensen & Læg eid, 2013). Digi al
pla o ms a e demons a ed h ough he Na ional Public Se ice Po al sys em, an elec onic one-s op shop, documen
managemen , and adminis a ion sys ems. Digi al da a plays a co e ole in connec ing and sha ing in o ma ion be ween agencies,
limi ing he si ua ion o "asking-gi ing" and cumbe some pape wo k. Digi al human esou ces a e he decisi e ac o in he abili y
o e ec i ely ope a e he sys em, including ci il se an s and people's digi al skills (Tan & Pan, 2003).
People's sa is ac ion depends la gely on he le el o synch onous de elopmen o hese ou pilla s. I one o he ou ac o s is
limi ed, he en i e digi al ans o ma ion p ocess in adminis a i e p ocedu e e o m will be a ec ed, leading o a decline in us
and sa is ac ion (Yusu e al., 2023).
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Figu e 1. The impac o digi al ans o ma ion on people's sa is ac ion wi h adminis a i e p ocedu e e o m
Figu e 1 illus a es he amewo k o analyzing he impac o digi al ans o ma ion on people's sa is ac ion wi h
adminis a i e p ocedu e e o m. The inpu ac o s o digi al ans o ma ion include in as uc u e, pla o ms, da a, and digi al
human esou ces, acili a ing he p ocess o adminis a i e p ocedu e e o m h ough p ocess es uc u ing, in o ma ion
anspa ency, cos educ ion, and imp o ed se ice a i ude. The esul is an inc ease in people's sa is ac ion, e lec ed in
con enience, anspa ency, us , and con idence in he go e nmen .
2.3. Resea ch O e iew
Many in e na ional s udies ha e shown ha Digi al Go e nmen has he po en ial o imp o e he e iciency o public se ices,
acili a e equi able access o ci izens, educe cos s, and inc ease anspa ency. A ypical case is China, whe e Digi al Go e nmen
has enabled ci izens o pe o m mos adminis a i e se ices online, om ax decla a ion, business egis a ion, o heal hca e,
educa ion, and has achie ed e y high le els o sa is ac ion. Sou h Ko ea and Singapo e a e also success ul models in linking
Digi al Go e nmen wi h ci izen sa is ac ion.
In Vie nam, many s udies ha e e alua ed he SIPAS sa is ac ion index and PAR Index as ools o measu e he e ec i eness o
adminis a i e e o m. Some s udies ha e used he SERVQUAL model o obse ed a iables o analyze ac o s a ec ing
sa is ac ion ( ime, cos , s a a i ude, anspa ency). Howe e , ew s udies ha e analyzed in dep h using he SWOT ool o
sys ema ically iden i y he s eng hs, weaknesses, oppo uni ies, and challenges in he digi al ans o ma ion p ocess o Vie nam's
adminis a i e sys em.
In eg a ing SWOT (S eng hs - Weaknesses - Oppo uni ies - Th ea s) in o he s udy o adminis a i e p ocedu e e o m
associa ed wi h digi al ans o ma ion is impo an . SWOT is a s a egic managemen ool in en e p ises, and is also sui able o
analyzing public policies when i is necessa y o comp ehensi ely e alua e bo h endogenous ac o s (S eng hs - Weaknesses) and
exogenous ac o s (Oppo uni ies - Th ea s).
S eng hs a e ha Vie nam has a s able poli ical ounda ion, a s ong commi men o he Go e nmen o digi al ans o ma ion;
he na ional public se ice po al sys em has been ope a ing wi h housands o online p ocedu es. Weaknesses a e he di e ence in
in as uc u e and digi al skills be ween locali ies; da a is no synch onized; se e al ci il se an s a e limi ed in applying
echnology.
Oppo uni ies a e he end o echnology globaliza ion, suppo om in e na ional o ganiza ions, and he aspi a ion o build a
digi al go e nmen in Vie nam, he inc easing demand o people and businesses o online public se ices. Th ea s a e he isk o
digi al inequali y, in o ma ion insecu i y, and esis ance o change om a g oup o o icials and people accus omed o adi ional
p ocedu es.
SWOT analysis allows esea ch o mo e clea ly iden i y he impac o digi al ans o ma ion on sa is ac ion, no only s opping
a quan i a i e numbe s bu also explaining he con ex , unde lying causes, and u u e de elopmen ends.
The e ha e been many s udies on people's sa is ac ion wi h public adminis a i e se ices in Vie nam, bu mos o hem only
app oach quan i a i ely, lacking in-dep h analysis o policies and con ex . The esea ch gap is ha he e a e no many wo ks ha
combine he Digi al Go e nmen amewo k wi h SWOT analysis o comp ehensi ely explain he impac o digi al ans o ma ion
on sa is ac ion.
This s udy chooses a mixed app oach, in which quali a i e me hods (SWOT, expe in e iews, policy analysis) play a leading
ole, supplemen ed by seconda y quan i a i e da a. This app oach e lec s he p ac ice o implemen ing adminis a i e e o m in
Vie nam in he con ex o digi al ans o ma ion.
3. METHODOLOGY
This s udy was designed using mixed me hods o ake ad an age o he ad an ages o quali a i e and quan i a i e esea ch,
ensu ing comp ehensi eness in analyzing he impac o digi al ans o ma ion on people's sa is ac ion wi h adminis a i e
p ocedu e e o m in Vie nam. Quali a i e esea ch plays a key ole in explo ing in-dep h con ex ual ac o s, causes, and ends,
while quan i a i e esea ch is used as a supplemen o p o ide an empi ical basis and e i y he analysis esul s.
The s udy analyzed seconda y documen s including documen s o he Communis Pa y o Vie nam, he Go e nmen , epo s
o he Minis y o Home A ai s, he Minis y o Science and Technology, ela ed s udies, and semi-s uc u ed in e iews wi h 20
expe s, including s a e managemen o icials a he minis e ial and local le els, esea che s in he ield o public adminis a ion,
The Impac o Digi al T ans o ma ion on People's Sa is ac ion wi h Adminis a i e P ocedu e Re o m in Vie nam
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and some people's ep esen a i es who ha e p ac ical expe ience wi h online public se ices. The in e iew ques ions we e
s uc u ed in an open-ended manne , e ol ing a ound ou main g oups o SWOT ac o s in he p ocess o implemen ing
adminis a i e e o m associa ed wi h digi al ans o ma ion. The in e iew da a we e coded and p ocessed using he hema ic
analysis me hod, he eby d awing ou impo an a gumen s.
The s udy exploi ed seconda y da a om exis ing indexes, including he Sa is ac ion Index o Adminis a i e Se ices
(SIPAS) and he Adminis a i e Re o m Index (PAR Index), and epo s on na ional digi al ans o ma ion in he pe iod 2019–
2024. These da a we e used o illus a e ends, compa e wi h quali a i e esul s, and p o ide a basis o de e mining people's
sa is ac ion le els by egion and ield.
Combining hese wo da a sou ces helps he s udy o ha e bo h b ead h (quan i a i e da a) and dep h (quali a i e analysis using
SWOT). The s udy desc ibed he impac o digi al ans o ma ion, explained he causes o di e ences, and iden i ied oppo uni ies
and challenges o he adminis a i e p ocedu e e o m p ocess in Vie nam.
4. RESEARCH RESULTS
Based on he analysis o quali a i e da a om expe in e iews, policy analysis combined wi h seconda y da a (SIPAS, PAR
Index, na ional digi al ans o ma ion epo ), he s udy clea ly iden i ied he s eng hs, weaknesses, oppo uni ies, and challenges
in he p ocess o digi al ans o ma ion's impac on people's sa is ac ion wi h adminis a i e p ocedu e e o m in Vie nam.
4.1. S eng hs
The poli ical commi men and clea s a egic di ec ion o he Vie namese Go e nmen a e ou s anding s eng hs. Resolu ion No.
17/NQ-CP (2019) and he Na ional Digi al T ans o ma ion P og am o 2025, wi h a ision o 2030, ha e iden i ied he goal o
aking people as he cen e , conside ing sa is ac ion as an impo an measu e o adminis a i e p ocedu e e o m. Acco ding o he
in e iewed expe s, i was a i med ha s able poli ical ac o s and s ong leade ship om high le els a e impo an ounda ions
o p omo e he implemen a ion p ocess.
The legal and ins i u ional in as uc u e o adminis a i e e o m and digi al ans o ma ion is inc easingly comple e.
Vie nam has issued many legal documen s on he applica ion o in o ma ion echnology, online public se ices, pe sonal
in o ma ion secu i y, and egula ions on he esponsibili ies o adminis a i e agencies in se ice p o ision. This helps shape he
legal amewo k o he p ocess o digi izing public se ices, while c ea ing us o people in using online se ices.
The online public se ice sys em and he na ional public se ice po al ha e been widely deployed. By he end o 2024, he
Na ional Public Se ice Po al had in eg a ed mo e han 4,400 adminis a i e p ocedu es, o which many essen ial se ices, such
as bi h egis a ion, passpo issuance, ax paymen , and social insu ance, could be pe o med online. The a e o online
se lemen o eco ds has inc eased s eadily o e he yea s, con ibu ing o educing ime and cos s o people. This is one o he
mos ob ious achie emen s, ecognized by people and businesses.
Imp o ing anspa ency and educing adminis a i e hassles. The applica ion o echnology, he p ocess o p ocessing
documen s is mo e public and anspa en , limi ing he si ua ion o "asking-gi ing" o uno icial cos s. Some expe s ha e said ha
he applica ion o he elec onic one-s op sys em has undamen ally changed he way people a e se ed, helping o inc ease
ai ness and imp o e us in public agencies.
Posi i e changes in he se ice a i ude o o icials and ci il se an s when implemen ing online public se ices. The esul s o
expe in e iews show ha many young o icials quickly adap o he digi al en i onmen , p oac i ely guiding people o use he
se ice. This con ibu es signi ican ly o inc easing sa is ac ion, especially in locali ies including Da Nang, Hanoi, Ho Chi Minh
Ci y, and Can Tho. These s eng hs ha e a i med ha Vie nam has achie ed signi ican achie emen s in he p ocess o digi al
ans o ma ion o public adminis a ion, c ea ing an impo an ounda ion o imp o e people's sa is ac ion.
4.2. Weaknesses
The s udy poin ed ou many weaknesses ha a ec people's sa is ac ion. Digi al in as uc u e is no ye synch onized be ween
locali ies. In la ge ci ies, people can easily access he in e ne and online public se ices; on he con a y, in many u al and
moun ainous a eas, elecommunica ions in as uc u e is limi ed, and in e ne speed is slow, making i di icul o pe o m online
se ices. An in e iewed o icial in An Giang sha ed ha many emo e communes do no ha e s able ansmission lines, leading
o he si ua ion whe e people s ill ha e o submi applica ions di ec ly.
People's digi al skills a e s ill limi ed. The elde ly, wo ke s wi h li le exposu e o echnology, and e hnic mino i ies ha e
di icul y ope a ing on he online public se ice po al. Acco ding o SIPAS 2023 da a, o e 30% o people s ill choose o submi
applica ions di ec ly ins ead o online, e lec ing he low le el o echnology accep ance.
Digi al da a is agmen ed and lacks connec i i y. Many specialized da abases ha e no been ully in eg a ed, leading o he
si ua ion whe e people s ill ha e o esubmi many ypes o documen s when ca ying ou p ocedu es. This is ime-consuming and
educes people's expe ience. Expe s emphasize ha he slow implemen a ion o he na ional popula ion da abase and
in e connec ion has slowed down he p ocess o digi izing adminis a i e p ocedu es.
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The capaci y and uni o mi y o he ci il se an eam a e s ill limi ed. While se e al young, dynamic, and esponsi e o icials a e
quick o adap o echnology, some o icials a e s ill hesi an and lack digi al skills, leading o low se ice e iciency. Some cases
s ill show signs o " o mal digi al adminis a ion", ha is, digi izing he p ocess bu s ill main aining manual me hods, making
people no clea ly eel he change.
The issue o pe sonal da a secu i y and con iden iali y has no been ho oughly esol ed. People a e s ill conce ned abou he
isk o in o ma ion leakage when using online public se ices. Recen cybe secu i y b eaches ha e inc eased conce ns. These
weaknesses show ha he digi al ans o ma ion o public adminis a ion in Vie nam s ill aces many ba ie s, di ec ly a ec ing
people's sa is ac ion.
4.3. Oppo uni ies
Vie nam cu en ly has many a o able oppo uni ies o p omo e digi al ans o ma ion and imp o e people's sa is ac ion. Suppo
om na ional s a egies and p og ams. The Na ional Digi al T ans o ma ion P og am, he Digi al Go e nmen De elopmen
S a egy, and Go e nmen Resolu ions ha e c ea ed a legal co ido and long- e m s a egic o ien a ion. This ensu es con inui y
and consis ency in implemen ing adminis a i e e o m.
The end o echnology globaliza ion and in e na ional coope a ion opens up many oppo uni ies o lea n om expe ience.
Vie nam can adop success ul models om China, Ko ea, and Singapo e o apply app op ia ely o he domes ic con ex .
In e na ional o ganiza ions such as UNDP, WB, and ADB a e suppo ing many adminis a i e e o m p ojec s associa ed wi h
digi al ans o ma ion, c ea ing condi ions o Vie nam o imp o e i s go e nance capaci y.
The inc easing demand o people and businesses o online public se ices. People wan as , anspa en , cos -sa ing se ices;
businesses expec con enien adminis a i e p ocedu es, educing legal isks. P essu e om socie y will push he go e nmen o
imp o e se ice quali y, he eby inc easing sa is ac ion.
Po en ial om he young popula ion and high in e ne usage a e. Vie nam has mo e han 70% o he popula ion using he
in e ne , and mo e han 90% o adul s own sma phones. This is a g ea oppo uni y o deploy online public se ices on mobile
pla o ms, aking ad an age o people's amilia i y wi h digi al echnology.
The de elopmen o he digi al economy and digi al pla o ms in socie y. The inc easing amilia i y o people wi h online
ansac ions in e-comme ce, banking, heal hca e, and educa ion will acili a e he accep ance and use o online public
adminis a i e se ices. Thus, he domes ic and in e na ional con ex c ea es oppo uni ies o Vie nam o s ongly p omo e
adminis a i e e o m in he digi al age, aiming a people's sa is ac ion.
4.4. Th ea s
The digi al ans o ma ion p ocess also aces many challenges. The isk o digi al inequali y, he gap be ween u ban and u al
a eas, and be ween he well-o and disad an aged g oups may inc ease. Wi hou imely suppo solu ions, a segmen o he
popula ion will be “le behind” in he digi al ans o ma ion p ocess, he eby educing sa is ac ion and us in he go e nmen .
Cybe secu i y and pe sonal in o ma ion secu i y isks. Cybe a acks a ge ing na ional da a sys ems can unde mine people's
us . Conce ns abou he disclosu e o sensi i e in o ma ion a e a majo ba ie o encou aging he use o online public se ices.
Resis ance o change om a segmen o o icials and people. Some ci il se an s a e no eady o change hei manual wo king
habi s; a segmen o people s ill wan o submi documen s di ec ly o “mee o icials”. This can hinde he speed o digi al
ans o ma ion and educe he e ec i eness o adminis a i e p ocedu e e o m.
Lack o in e -sec o al coo dina ion and da a connec i i y. In p ac ice, minis ies and b anches s ill ha e a si ua ion o "da a
isola ion", making i di icul o connec and sha e in o ma ion. The e o e, people s ill ha e o decla e many imes, which a ec s
sa is ac ion.
P essu e on inancial and human esou ces, digi al ans o ma ion equi es la ge in es men s in echnology in as uc u e and
human esou ce aining. Many locali ies a e di icul a eas, do no ha e enough esou ces o synch onous implemen a ion,
c ea ing an imbalance in adminis a i e p ocedu e e o m na ionwide. These challenges equi e he Go e nmen o ha e a long-
e m s a egy and imely solu ions o minimize isks, ensu e he p ocess o digi al ans o ma ion o public adminis a ion is
sus ainable, and b ing eal sa is ac ion o he people.
The esea ch esul s show ha digi al ans o ma ion has a posi i e impac on people's sa is ac ion wi h adminis a i e
p ocedu e e o m, bu his impac is une en and s ongly in luenced by he con ex . S eng hs and oppo uni ies demons a e
Vie nam's g ea po en ial in building a digi al go e nmen ; meanwhile, weaknesses and challenges e lec he ba ie s ha need o
be o e come so ha people's sa is ac ion inc eases no only a he o mal le el, bu is uly sus ainable and p o ound.
5. DISCUSSION
The esea ch esul s show ha digi al ans o ma ion in Vie nam has c ea ed a clea impac on people's sa is ac ion wi h
adminis a i e p ocedu e e o m, wi h many ou s anding s eng hs and oppo uni ies, while also e ealing signi ican limi a ions
and challenges. Compa ing hese indings wi h in e na ional esea ch helps o cla i y he speci ici ies o Vie nam, while poin ing
ou simila i ies and di e ences in he p ocess o building a digi al go e nmen (Hai, 2026).
The Impac o Digi al T ans o ma ion on People's Sa is ac ion wi h Adminis a i e P ocedu e Re o m in Vie nam
IJSSHR, Volume 08 Issue 10 Oc obe 2025 www.ijssh .in Page 7688
In e ms o s eng hs, Vie nam has simila i ies wi h leading coun ies such as Sou h Ko ea and Singapo e in ha ing s ong poli ical
commi men and a clea s a egic amewo k. In e na ional s udies con i m ha leade ship and commi men om he highes le el
play a decisi e ole in he success o digi al go e nmen . The Ko ean go e nmen conside s digi al ans o ma ion as a na ional
s a egy, in eg a ing da a and se ices in a uni ied ecosys em, c ea ing a high le el o sa is ac ion o he people. Vie nam has
ollowed his di ec ion h ough Resolu ion 17/NQ-CP and he Na ional Digi al T ans o ma ion P og am, showing he in eg a ion
o s a egic hinking wi h global ends.
In e ms o weaknesses, esea ch in Vie nam clea ly e lec s he digi al inequali y be ween egions, which has been no ed in
in e na ional s udies in de eloping coun ies. Howe e , compa ed o China o Sou h Ko ea, whe e digi al in as uc u e is
comp ehensi e and synch onized, Vie nam s ill has a la ge gap in elecommunica ions in as uc u e and echnical capaci y a he
local le el. Some in e na ional expe s belie e ha his is a cha ac e is ic o coun ies wi h s ong egional di e en ia ion, in
which he go e nmen needs a “digi al inclusion” s a egy o no lea e behind disad an aged g oups (Fleische & Wanckel, 2024).
In e ms o oppo uni ies, esea ch esul s in Vie nam show he inc easing demand o people and businesses o online public
se ices. This is simila o de eloped coun ies, whe e digi al go e nmen is p omo ed no only by he go e nmen bu also by
social demand o as , anspa en , and con enien se ices (Gong e al., 2020). Howe e , unlike Singapo e, whe e people a e
almos o ced o use online se ices hanks o synch onous policies, in Vie nam, he a e o people choosing o submi applica ions
di ec ly is s ill qui e high. This di e ence highligh s he ole o adminis a i e cul u e and social habi s in de e mining sa is ac ion
le els.
Rega ding challenges, Vie nam sha es common conce ns wi h coun ies a ound he wo ld, such as cybe secu i y and pe sonal
da a secu i y. S udies in he EU show ha conce ns abou p i acy and da a secu i y a e among he bigges ba ie s o ci izens
using online public se ices. In Vie nam, his challenge becomes mo e e iden when he legal amewo k on pe sonal da a
p o ec ion is newly issued and needs ime o be e ec i ely implemen ed. In addi ion, he esis ance o change by a pa o o icials
and ci izens is a p oblem no only in Vie nam, bu also in many coun ies ansi ioning om adi ional o digi al adminis a ion.
The discussion shows ha Vie nam is on he igh ack in he digi al ans o ma ion p ocess, bu needs o pay special a en ion
o digi al inclusion and digi al us . Wi hou solu ions o na ow egional gaps and s eng hen people's us , he posi i e impac
on sa is ac ion may be limi ed. Compa ed o de eloped coun ies, Vie nam should make e o s in da a connec i i y, digi al skills
aining, and in o ma ion secu i y (Febi i e al., 2024).
The s udy con i ms ha people's sa is ac ion comes om echnology ac o s, se ice a i ude, and he capaci y o ci il
se an s. This is in common wi h in e na ional s udies, whe e many s udies emphasize ha digi al go e nmen is success ul when
combining echnology, ins i u ions, and people. Vie nam should pu wo pa allel asks: mode nizing echnology in as uc u e and
os e ing skills and public se ice e hics o adminis a i e s a (Hu e al., 2019).
The s udy emphasizes he impo ance o inc easing people's pa icipa ion in he digi al ans o ma ion p ocess. In e na ional
expe ience shows ha when ci izens a e mo e in ol ed in he se ice co-c ea ion p ocess, sa is ac ion will be highe . In Vie nam,
his can be done h ough expanding online eedback channels, egula su eys on se ice expe iences, and anspa ency o e o m
esul s.
6. POLICY IMPLICATIONS
The SWOT analysis esul s ha e shown ha he impac o digi al ans o ma ion on people's sa is ac ion in adminis a i e
p ocedu e e o m in Vie nam con ains many ad an ages and oppo uni ies, bu also con ains po en ial limi a ions and challenges.
To ake ad an age o s eng hs, o e come weaknesses, exploi oppo uni ies, and espond o challenges, i is necessa y o build a
sys em o policy solu ions in an in eg a ed and comp ehensi e di ec ion (I ani e al., 2023). The SWOT ma ix app oach p o ides
a use ul analy ical amewo k o iden i y ou g oups o s a egies, including p omo ing s eng hs o ake ad an age o
oppo uni ies; o e coming weaknesses by aking ad an age o oppo uni ies; using s eng hs o deal wi h challenges; and limi ing
weaknesses o minimize he impac o challenges (Sama a unge e al., 2008).
6.1. S a egy o P omo e S eng hs o Take Ad an age o Oppo uni ies (SO)
Vie nam possesses impo an s eng hs such as s ong poli ical commi men , a clea legal amewo k, he ope a ion o he na ional
public se ice po al, and posi i e changes in he se ice a i ude o ci il se an s. A he same ime, oppo uni ies come om
na ional digi al ans o ma ion p og ams, global ends, inc easing people's needs, and he s ong de elopmen o mobile in e ne
in as uc u e.
Policy solu ions in his g oup include expanding he scope and quali y o online public se ices, p io i izing deepe in eg a ion
o se ices wi h high equency o use, such as heal h, educa ion, social insu ance, and land. This bo h p omo es exis ing
in as uc u e and mee s he u gen needs o people (Phuyal, 2024). P omo e comp ehensi e digi aliza ion o adminis a i e
p ocedu es, no only s opping a digi alizing eco ds, bu also es uc u ing he p ocess, elimina ing cumbe some p ocedu es, and
ensu ing a comple e online expe ience.
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IJSSHR, Volume 08 Issue 10 Oc obe 2025 www.ijssh .in Page 7689
Taking ad an age o he young popula ion and high in e ne usage a e, implemen ing p og ams o encou age young people o
become "communi y digi al ambassado s", and guiding disad an aged g oups o use online public se ices. Take ad an age o
in e na ional coope a ion, lea n om he expe iences o leading coun ies (Ko ea, Singapo e), and a he same ime, ake
ad an age o capi al and echnical suppo om in e na ional o ganiza ions o imp o e he quali y o public se ices (Kim, 2000).
6.2. S a egy o O e come Weaknesses by Taking Ad an age o Oppo uni ies (WO)
Vie nam's weaknesses a e he dispa i y in digi al in as uc u e be ween egions, limi ed digi al skills o people, sca e ed da a, and
une en s a capaci y. Meanwhile, oppo uni ies om na ional digi al ans o ma ion p og ams and he de elopmen o a digi al
socie y can be exploi ed o o e come hese limi a ions (Kim & Han, 2015).
The go e nmen should in es in digi al in as uc u e in emo e and isola ed a eas, alloca e budge , and mobilize social
esou ces o ensu e elecommunica ions in as uc u e and a s able in e ne connec ion in di icul a eas, o na ow he digi al gap.
S eng hen digi al skills aining o o icials and people, o ganize aining cou ses, communi y wo kshops, and in eg a e digi al
skills in o gene al educa ion and uni e si y p og ams. Fo people, he e should be a "Digi al Ci izen Suppo Cen e " a he
commune le el o p o ide di ec suppo .
Comple e he na ional da abase and da a connec ion, synch onously deploy he na ional da abase on popula ion, land, and
social insu ance; build a c oss-sec o al da a sha ing pla o m, and a oid he si ua ion o "da a seg ega ion". P omo e he
pa icipa ion o digi al echnology en e p ises, encou age en e p ises o in es in use - iendly applica ion solu ions, and in eg a e
AI and cha bo s o suppo people in using se ices (Tkachenko e al., 2025).
6.3. S a egy o Use S eng hs o Deal wi h Challenges (ST)
Cu en challenges include he isk o digi al inequali y, cybe secu i y isks, esis ance o change among some o icials and
people, and a lack o in e -sec o al coo dina ion. Vie nam can ake ad an age o i s exis ing s eng hs o espond.
The go e nmen should use he elec onic one-s op sys em o educe digi al inequali y, deploy online public adminis a i e
se ices in pa allel wi h di ec suppo a he one-s op depa men , ensu ing ha ulne able g oups s ill ha e access. S eng hen
supe ision and anspa ency o c ea e us , publicize he en i e p ocess o p ocessing eco ds, deadlines, and ees/cha ges on he
na ional public se ice po al, o limi suspicion om he people (Ioannou e al., 2021).
Apply mode n secu i y echnology, in es in ne wo k secu i y sys ems, enc yp da a, apply in e na ional s anda ds on
p o ec ing pe sonal in o ma ion, and imp o e he inciden esponse capaci y o s a e agencies. P omo e poli ical commi men and
s ong leade ship o o e come esis ance o change, issue incen i e mechanisms, and ha e sanc ions o s agnan o icials who do
no p oac i ely adap o new echnologies.
6.4. S a egies o Limi Weaknesses o Minimize he Impac o Challenges (WT)
In cases whe e weaknesses and challenges coexis , he e should be a p e en ion s a egy o a oid agg a a ing exis ing p oblems.
Comple e he legal amewo k on cybe secu i y and pe sonal da a p o ec ion, p omp ly and se iously implemen he Dec ee on
pe sonal da a p o ec ion, clea ly de ining he esponsibili ies o public se ice p o ide s in managing ci izen in o ma ion.
Di e si y he channels o p o iding public adminis a i e se ices, combining online se ices wi h suppo ia phone, mobile
applica ions, and ho lines, helping people ha e mo e choices and educing p essu e on digi al skills (Kim e al., 2022).
Build a close in e -sec o al coo dina ion mechanism, es ablish an in e -sec o al s ee ing commi ee a he cen al and local
le els o handle da a agmen a ion, and ensu e connec i i y in handling adminis a i e p ocedu es. Ensu e sus ainable inancial
esou ces o digi al ans o ma ion, supplemen he budge , encou age socialized in es men in in as uc u e, and apply he
public-p i a e pa ne ship (PPP) model in he ield o online public se ices. Encou age people and social o ganiza ions o e lec
and moni o he quali y o public se ices h ough egula su eys, and apply ield e lec ion applica ions, he eby c ea ing
p essu e o con inuous imp o emen (Nana, 2024).
F om he SWOT ma ix, i is possible o d aw some policy di ec ions ha should p io i ize pu ing people a he cen e ,
imp o ing people's expe ience, and conside ing sa is ac ion as he mos impo an measu emen index. Na ow he digi al gap
be ween egions, ensu ing ha ulne able g oups a e no le behind. The go e nmen should build a legal en i onmen and a
eliable secu i y in as uc u e so ha people can eel secu e when using online public se ices (S i as a a & Teo, 2009). Ensu e
smoo h da a and adminis a i e p ocedu es om he cen al o he local le els, om e ical o ho izon al sec o s. Link digi al
ans o ma ion wi h long- e m adminis a i e e o m, based on echnology, ins i u ions, and human esou ces.
The Impac o Digi al T ans o ma ion on People's Sa is ac ion wi h Adminis a i e P ocedu e Re o m in Vie nam
IJSSHR, Volume 08 Issue 10 Oc obe 2025 www.ijssh .in Page 7690
Figu e 2. The SWOT ma ix and policy o ien a ion
Figu e 2 shows he SWOT ma ix in he s udy on he impac o digi al ans o ma ion on people's sa is ac ion wi h
adminis a i e p ocedu e e o m. The ou main ac o s include S eng hs (S), Weaknesses (W), Oppo uni ies (O), and Th ea s
(T). The s udy p oposes ou g oups o policy s a egies, including SO, WO, ST, and WT, o ake ad an age o s eng hs,
o e come weaknesses, p omo e oppo uni ies, and minimize isks. The diag am helps o clea ly illus a e he logic om analysis
o policy ecommenda ions.
7. CONCLUSION
This s udy analyzed he impac o digi al ans o ma ion on people's sa is ac ion wi h adminis a i e p ocedu e e o m in Vie nam
in he con ex o implemen ing Digi al Go e nmen . Based on he SWOT analysis amewo k, he esul s show ha digi al
ans o ma ion b ings many impo an s eng hs and oppo uni ies, bu a he same ime, i also e eals weaknesses and challenges
ha need o be iden i ied and add essed p omp ly.
Vie nam has ad an ages om poli ical commi men , a ela i ely comple e legal amewo k, and an inc easingly expanding
online public se ice sys em. These ac o s ha e con ibu ed o imp o ing anspa ency, educing p ocessing ime, and ini ially
inc easing people's sa is ac ion. In e ms o oppo uni ies, he end o echnological globaliza ion, inc easing demand om
socie y, and he s ong de elopmen o mobile in e ne in as uc u e c ea e condi ions o adminis a i e e o m associa ed wi h
digi al ans o ma ion o de elop apidly.
Howe e , he s udy poin ed ou many weaknesses, such as unsynch onized in as uc u e, limi ed digi al skills o ci izens and
o icials, unconnec ed da a, along wi h challenges om digi al inequali y, cybe secu i y isks, and esis ance o change in public
adminis a ion. These ac o s, i no o e come, will educe he posi i e impac o digi al ans o ma ion on people's sa is ac ion.
The s udy p oposed a sys em o policy implica ions based on he SWOT ma ix, including he SO, WO, ST, and WT s a egic
g oups. The solu ions emphasize p omo ing s eng hs o exploi oppo uni ies, o e coming weaknesses h ough le e aging
na ional policies, using s eng hs o deal wi h challenges, and limi ing weaknesses o minimize isks.
Fo digi al ans o ma ion o imp o e people's sa is ac ion, Vie nam should app oach in an inclusi e di ec ion, wi h digi al
us and digi al synch oniza ion, pu ing people a he cen e o e o m. Thus, adminis a i e p ocedu e e o m will achie e
sus ainable e ec i eness, con ibu ing o ealizing he goal o building a digi al go e nmen o he people and se ing he people.
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