Driving Immigration Digital Transformation: No More Long Queues for Passport Applications

Thanks to stronger administrative reform and digital transformation in the field of immigration, the long-standing situation of people waiting in long lines to apply for passports has now been completely eliminated. The online passport issuance rate has reached 98%, helping improve service quality while reducing time and costs for citizens and organizations.

Strong Reforms in the Immigration Sector

On November 14 in Hanoi, the Immigration Department (A08, Ministry of Public Security) held a direct dialogue with agencies, organizations, and citizens regarding administrative procedures in the immigration sector. This activity was carried out under Plan No. 9879/KH-A08-P1 dated October 31, 2025, continuing the implementation of Decision No. 3104/QĐ-BCA issued by the Minister of Public Security on the dialogue mechanism and the handling of administrative procedures.

Major General Nguyễn Bá Tuấn, Deputy Director of the Immigration Department, said the purpose of the dialogue was to promptly receive opinions and recommendations from agencies, organizations, and citizens regarding the administrative procedure handling process, thereby improving mechanisms and policies and creating a more transparent, public, democratic, and convenient administrative environment for citizens and businesses.

“In previous years, it was common to see long lines of people waiting at immigration offices to apply for passports. But by 2025, that situation had been completely eliminated,” Major General Nguyễn Bá Tuấn affirmed.

This result is the outcome of a long process of promoting administrative reform together with digital transformation carried out by the immigration force over many years. The Immigration Department has deployed fully online public services, allowing citizens to complete most passport, e-visa, and APEC Business Travel Card (ABTC) procedures from home through the Ministry of Public Security’s online platform.

98% of Passport Applications Processed Online

According to the Immigration Department’s report, the rate of online passport applications in 2025 reached 98%, significantly reducing congestion at application reception points, saving travel time and expenses for citizens, while also improving transparency and service satisfaction.

However, Major General Nguyễn Bá Tuấn also frankly acknowledged that during the rollout of digital platforms and administrative reforms, there were still some obstacles, technical errors, and data-processing steps that needed improvement. The A08 Department has been urgently reviewing and adjusting operational procedures, while coordinating with technology units to upgrade the system and enhance stability and the protection of citizens’ personal information.

“We always uphold a spirit of openness, listening, and learning from practical feedback. All comments and recommendations from citizens and organizations are received, categorized, and handled promptly, not only to address shortcomings but also to further improve service quality,” Major General Nguyễn Bá Tuấn said.

At the dialogue, representatives of businesses, diplomatic agencies, and citizens raised many questions and recommendations concerning the simplification of procedures for e-visa issuance, official passport issuance, and ABTC cards, as well as proposals to improve the communication skills and professional conduct of officers and personnel while performing their duties. All comments were answered directly by representatives of the Immigration Department and were also recorded for further study and procedural adjustments.

Caption: Representatives of businesses, diplomatic agencies, and citizens raised questions at the dialogue. Photo: VGP/Phương Thảo

Public Satisfaction as the Measure of Service Quality

In his concluding remarks, Major General Nguyễn Bá Tuấn emphasized that the Immigration Department would continue to innovate its service methods, strengthen training for officers and personnel in digital skills, administrative skills, and professional conduct, and take public satisfaction as the key measure of work effectiveness.

The A08 Department will also continue to coordinate closely with relevant units under the Ministry of Public Security and other ministries and sectors to propose further improvements to immigration management policies in the new context, in line with the national digital transformation process and increasingly deep international integration.

“We sincerely appreciate all feedback and recommendations, and will continue to study and propose solutions to remove difficulties, deepen administrative reform, and move toward a service-oriented, modern, and citizen-friendly administration,” Mr. Tuấn stressed.

At the end of the dialogue, representatives of agencies, organizations, and citizens expressed their appreciation for the open, constructive, and democratic spirit of the immigration management force. The public and direct reception of feedback and dialogue demonstrated the Ministry of Public Security’s concrete efforts to build a service-oriented, transparent, and effective administration, thereby strengthening public trust in the People’s Public Security force.