FROM INFRASTRUCTURE TO INCLUSION: RETHINKING CITIZEN ENGAGEMENT IN VIETNAM’S DIGITAL PUBLIC ADMINISTRATION

This study explores the role of citizen participation in the digital transformation of Vietnam’s public administration. As the country advances e-government platforms such as the National Public Service Portal, VNForm, and VNeID, effective governance increasingly depends on active civic engagement. To analyze this phenomenon, the study applies multiple theoretical lenses including deliberative democracy, participatory governance, and platform theory to examine how digital tools mediate state citizen interactions. These frameworks help conceptualize participation not only as informational access but also as collaborative policymaking, shaped by legal foundations such as the current Constitution promulgated in 2013 of Vietnam and laws on information access and grassroots democracy. A mixed-method approach was employed, including document analysis and a survey of 400 citizens across seven provinces. Findings reveal that while Vietnam has built robust digital infrastructures, actual participation remains limited. Many citizens are unaware of available channels or lack confidence in data security and government responsiveness. Platforms often omit critical consultation documents or fail to provide transparent feedback loops. Moreover, platform theory reveals that the architecture of these systems tends to prioritize administrative efficiency over deliberative engagement. Social media channels such as Zalo OA and Facebook, despite their potential to foster public dialogue, remain underutilized. These insights underscore the need to reimagine digital governance not just as a technical upgrade but as a democratic opportunity.