The tasks range from procedural simplification and digital transformation to organisational restructuring and service quality improvement.

Last year, the agency system handled an estimated 123.7 million applications, of which 113.57 million were submitted electronically, accounting for 91.81 per cent of the total, an increase of 6.2 percentage points compared with 2024.

This represents a significant step forward in modernising public administration, substantially reducing travel and paperwork for citizens and businesses.

Beyond reception, the quality of case processing also improved markedly.

During last year, the agency processed nearly 20.4 million requests for settlement, resolving more than 20 million cases and achieving a completion rate of 98.4 per cent, with pending files accounting for just 1.6 per cent.

At the same time, greater attention was paid to receiving and handling public feedback and petitions.

In 2025, the agency received 2,174 submissions, of which 1,992 were processed and publicly disclosed, helping to enhance transparency and accountability in the delivery of public services.

Throughout the year, the agency reviewed 25 administrative procedures in the areas of revenue collection, expenditure and the settlement of social insurance and health insurance benefits, in line with the Government’s requirement to cut processing time and compliance costs by at least 30 per cent.

Efforts also focused on standardising forms, documentation components, operational processes and data, particularly for eight key administrative procedures serving the rollout of 82 essential procedure groups in 2025.

Notably, amid the restructuring of organisational models and significant changes in local administration, the agency acted proactively, issuing nearly 70 guiding documents, plans and regulations related to administrative reform to establish a unified framework across the entire system.

Thanks to the coordinated implementation of the measures, the reception and settlement of procedures for citizens remained smooth and convenient despite a sharp rise in workload.

Viet Nam Social Security in 2025 made major breakthroughs in administrative reform reflected in impressive figures. (Photo: VSS)

Digital transformation as a key driver

Digital transformation was identified as a crucial driver of administrative reform in 2025.

The agency rolled out comprehensive technological solutions, ensuring that 100 per cent of operations were conducted via application software; all civil servants and employees were digitally identified and issued with digital signatures; all document exchanges were conducted electronically; and 29 core operational systems were centrally operated in a safe and seamless manner.

During the year, the system digitised 23,062 files and transferred around 23,000 electronic dossiers to the electronic archiving system, gradually forming a centralised digital data repository.

The implementation of the Government’s Project 06 on developing resident data, electronic identification and authentication applications to serve national digital transformation, continued to deliver notable results.

The agency verified more than 100.2 million citizen records, covering 99.59 per cent of individuals participating in and benefiting from social, health and unemployment insurance.

Health insurance card-based medical examination and treatment using citizen ID cards was rolled out at 100 per cent of medical facilities, with over 310.2 million successful health-insurance card information look-ups recorded.

In parallel, the agency received and processed more than 2.3 million applications for health insurance cards for children under six, over 21,000 funeral allowance claims, and 812 survivor benefit cases.

It also coordinated the deployment of the electronic health record system, with 544 million sets of medical data uploaded to the platform.

The health insurance assessment data system was connected with approximately 13,000 medical examination and treatment facilities and 14 electronic social insurance service providers.

Integration with the VNeID electronic identification account system was also implemented, enabling citizens to access services more conveniently.

Another notable highlight was the provision of online public services independent of administrative boundaries, alongside increased reuse of shared data and reduced documentation requirements for citizens.

Across the system, 25 administrative procedures were publicly available on the agency portal and the National Public Service Portal, while the one-stop-shop and interlinked one-stop mechanisms were fully deployed in all localities, supported by adequate infrastructure and staffing.

The agency aims to further deepen administrative reform in this year and beyond, closely aligning reform with comprehensive digital transformation, completing the data and public service ecosystem, and ultimately delivering ever better social security services for citizens, workers and businesses nationwide./.