Ho Chi Minh City Residents Struggle with VNeID Login for Public Services

Ho Chi Minh City is actively promoting digital services through VNeID and online platforms, yet a considerable number of residents are encountering significant hurdles. The primary challenges stem from basic account access, with a large percentage of users unable to recall essential information like their national ID number, passwords, or registered phone numbers. This necessitates extensive "hand-holding" by support staff.

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Many people still need 'hand-holding'.

The difficulties are not confined to remembering credentials. Many users, especially the elderly, small traders, and freelance workers, lack familiarity with smartphones and exhibit a degree of apprehension towards digital technology. This digital divide means that a substantial portion of the population requires direct, personalized assistance to navigate these services.

Beyond user-related issues, the digital infrastructure itself presents obstacles. Even after successfully logging into VNeID, citizens are frequently asked to re-enter personal data for various public services, including residency, tax, and civil registration. The process of uploading required documents is also hampered by restrictive file size and format requirements.

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73% of cases encountered difficulties because people did not remember their CCCD, password, or registered phone number.

Furthermore, system instability is a major concern. Nearly half of the reported issues involve overloaded servers and error messages on specialized software and public service portals. Authentication problems, such as forgotten passwords, OTP errors, and NFC reader incompatibilities on older devices, are also widespread. These technical glitches disrupt the user experience and create frustration.

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63.7% of people encountered difficulties, mainly the elderly, small traders, and freelancers, who are not used to using smartphones and are still hesitant.

In response, Ho Chi Minh City is deploying community-based digital technology teams across its districts to bridge this gap. With thousands of volunteers and local initiatives, the city aims to make digital access more convenient and user-friendly for all residents, addressing both the technical and educational aspects of digital inclusion.

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44.1% reported that the specialized software system and public services are often overloaded and report errors; 47.2% encountered difficulties when logging in or authenticating their accounts.