Title: Improving the Quality of Commune-Level Administrative Work in the Context of Digital Transformation: International Lessons and Implications for Viet Nam
Authors: Le Thi Thanh Binh
PhD
Volume: 10
Issue: 8
Pages: 234-240
Publication Date: 2026/08/28
Abstract:
Digital transformation is fundamentally reshaping the organisation, operation, and service-delivery modalities of local governments. In this process, the commune level is the tier of government closest to citizens, directly handling numerous administrative procedures, implementing policies, and receiving feedback from communities. The quality of commune-level administrative work is therefore reflected not only in the speed of processing applications but also in the capacity to ensure equitable access, information transparency, inter-agency coordination, data security, accountability, and citizen satisfaction. This article employs document review, policy analysis, comparative analysis of international experience, and synthetic reasoning. Drawing on a citizen-centred digital-government approach, the study identifies five components that determine the quality of commune-level administration in a digital environment: (i) digital infrastructure and platforms; (ii) redesigned administrative procedures; (iii) data, digital identity, and interoperability; (iv) the digital capacity and public-service culture of officials; and (v) digital inclusion, citizen participation, and public trust. Estonia's experience demonstrates the importance of interoperable data architecture, digital identity, and the "once-only" principle; South Korea offers insights into a whole-of-government approach, proactive services, and data-driven governance; while India provides important lessons in platformising grassroots governance, digitising planning, budgeting, and accounting, and implementing reforms adaptively in diverse local contexts. On this basis, the article proposes a policy framework for Viet Nam that emphasises standardisation without rigid uniformity; the restructuring of services around citizen journeys; the development of shared data and controlled data-sharing mechanisms; the professionalisation of commune officials' digital capabilities; the narrowing of digital divides; and the establishment of an outcome-based quality measurement system. The recommendations underscore that digital transformation should not be understood merely as "putting paper-based procedures online," but rather as a governance reform aimed at creating public value, strengthening service capacity, and reinforcing social trust.