Public Service Quality in Vietnam: The Role Of E-Government and Administrative Reform

Abstract

Vietnam’s public administration system has undergone significant transformation in recent decades, driven by waves of administrative reform and the adoption of E-Government initiatives. These reforms aim to enhance public service quality, citizen satisfaction, and government accountability. Yet, the relationship between technological innovations and actual improvements in service quality remains complex and uneven. This paper critically examines the role of E-Government and administrative reform in shaping public service quality in Vietnam. Drawing on policy documents, national performance indices, and existing literature, it analyzes the progress made, identifies persistent challenges, and offers policy recommendations to strengthen the governance and delivery of public services in the digital era.