From E-Government to Digital Government: The Role of Quality Management Systems in Public Administrative Agencies – Evidence from Hanoi

Vietnam's national digital transformation compels public administrative agencies to move beyond the mere adoption of technology, demanding innovative management practices and a renewed focus on service quality as they transition from e- Government to Digital Government. This study explores the pivotal role of quality management systems in facilitating Hanoi’s public administrative agencies to adapt to and operate effectively within the Digital Government framework. Utilizing a combination of surveys and in-depth interviews conducted across various departments and agencies, the research examines how quality management systems streamline internal processes, enhance transparency, and improve satisfaction among citizens and businesses. The findings underscore that quality management systems are fundamental to establishing standardized data infrastructures, optimizing electronic workflows, and fostering a citizen-centric organizational culture. Nevertheless, persistent challenges such as entrenched traditional management mindsets and limited integration between quality management frameworks and emerging digital platforms continue to hinder progress. Drawing on these insights, the study proposes targeted solutions to enhance the implementation and integration of quality management systems within public agencies, thereby advancing the vision of a citizen-centric, efficient, transparent, and sustainable Digital Government.