The value of the National Public Service Portal is also proven by its effectiveness during the time of prevention and control of the COVID-19 pandemic, with daily account registrations and visits having increased exponentially. This is a good sign for digital transformation. However, in practice, there are still shortcomings and limitations that need to be addressed.
For example, when carrying out procedures related to household registration, the information is already available on the national database on population, and with just one click, all data is available. Whether the citizen’s residence is complete, the citizen does not need to present the household registration anymore.
However, when implementing, instead of completing and exploiting information on the database system, some places and levels still required citizens to provide a certificate of residence instead of household registration. To acquire this document, citizens must spend a lot of time and effort declaring necessary information and documents, creating an account to register and enter data, etc. Not to mention that the residence certificate is only valid for one month, so people will have to apply for a new one if the old one expires.
In the digital age, when the majority of people use technology devices, setting up an account and uploading data is not difficult, but the most important condition is that the technology platform needs to be operated smooth and transparent manner. The phenomenon of network errors, network congestion, and other problems on the public service portal still occur, hindering the operation and necessary procedures.
Not to mention, for people who have not yet used technology proficiently, besides many localities that are willing to help citizens in many ways, there are still places where there are still no flexible measures, lack of standard attitudes, and lack of standards, and let citizens fend for themselves.
The frustrating phenomenon that administrative procedures cannot be carried out just because of technological or professional weakness or an irresponsible spirit among officials has been widely reflected in public opinion in recent time.
Since 2020, at online conferences introducing the National Public Service Portal and its benefits, many experts have emphasised that the first solution to increase efficiency is simplifying business processes, because if public services do not help individuals and organisations reduce transaction time and costs then the service does not have much meaning.
Provision of online public services is one of the functions and tasks of the state administrative apparatus with the aim of serving essential needs and ensuring the legitimate rights and interests of individuals and organisations.
The policy of data digitisation is right and appropriate, but to be effective, it is necessary to have flexibility and a high sense of responsibility in the implementation apparatus.
Improving the quality of information technology infrastructure, professional qualifications, especially the sense of responsibility for officials, as well as the administrative apparatus in general, is an urgent task to help remove difficulties and overcome shortcomings to bring efficiency in providing online public services.
