Bringing together online public service providers and users requires the seamless integration of four essential factors: public interest, government action, technology, and legislation. Each of these elements plays a crucial role, and any disruption in one can lead to disappointment and hinder progress. Unfortunately, all four factors are currently facing challenges. Nearly four years have elapsed since the national public service portal was launched in December 2019 to enhance the efficiency of connecting government agencies and service providers, with service users. With the motto “people and businesses are the focus for service,” the portal serves as a central hub to provide transparent information about administrative procedures and assist in executing public services tailored to the specific needs of users. According to numerous resolutions and circulars based on the “Program for National Digital Transformation to 2025, with a Vision to 2030,” there is a strong political determination to promote online public services. The targets include achieving 100% access to public services through various media, optimizing user experience with one-time information filling (one-stop service), ensuring easy identification and verification for users, and achieving 90% satisfaction among the population with administrative procedure processing. People and businesses are hopeful for swift and convenient processing […]