Digital transformation changes the mindset of serving the people

From a robot that leads to a center "all people are served"

At the Thu Duc Ward Public Administration Service Center (HCMC), people were surprised to be welcomed and instructed on administrative procedures by... robots.

With a friendly appearance, basic communication skills and flexible movement, the robot not only guides the way but also supports getting Sequential numbers, guides the process of making documents and even serves drinking water. This not only helps reduce the workload for officials but also brings positive experiences to people, creating closeness and comfort in an administrative environment that is considered "ardside".

Ms. Cu Thoai Vy - Deputy Director of the Center - said: "The use of robots in service is a clear demonstration of innovative thinking, daring to experiment and putting people at the center of reform. This is not simply technology, but a new approach to administrative management".

Not only in Ho Chi Minh City, in Hanoi, the model of Public Administration Service Centers is also developing strongly with the support of digital technology. This place has received shared digital software, completely free of charge from FSI Technology Investment, Trade and Development Joint Stock Company - a leading company in Vietnam in the field of digital data creation and exploitation.

This is a comprehensive and smart document digitization solution, data labeling based on machine learning technology, AI, and can continuously, uninterruptedly, and un overlapping data. The system is integrated with OCR, ICR, OMR, ADRT to simplify the digitalization process, smart extraction, ensure information security and especially be able to be used anytime, anywhere, on multiple platforms

With the orientation of developing the Public Administration Service Center into a "Smart Digital Service Center", "a location - all procedures", the reception ceremony not only has material significance but is also a symbol of trust and social responsibility, strongly encouraging administrative reform and building e-government.

Many elderly people who are not used to using machines are supported by staff to digitize documents on the spot. Mr. Ngoc Minh, 73 years old, said: "I see people talking to each other: "Every time you come to the center, you are served. And that is the truth, it is truly rare.

Artificial Intelligence: New era administrative assistant

Not only stopping at robots guiding or shopping stalls assessing satisfaction, the Government also deploys AI virtual assistant systems to serve people and staff more comprehensively.

At the conference to announce 28 decrees on decentralization, delegation of authority, and division of authority when organizing local government at 2 levels held in mid-June, Politburo member and Permanent Deputy Prime Minister Nguyen Hoa Binh affirmed that the virtual assistant system will help cadres quickly look up functions, tasks, authority, and procedures for performing public duties; while people and businesses will easily be guided in procedures and search for information about more than 1,800 public services regardless of time or administrative boundaries.

In particular, large technology corporations such as VNPT and Viettel are urgently completing a smart chatbot system to be able to put into operation from July 2025. Of which, VNPT's chatbot has integrated 1,800 public services, while Viettel's system supports up to 1,200 jobs at the commune level - the nearest to the people.

When inspecting the transition to two-level government at the Thanh Hoa Commune Administrative Center (Can Tho), Politburo member and National Assembly Chairman Tran Thanh Man said that in order to reduce human time and energy, it is necessary to promote digitalization and artificial intelligence (AI). Each ward officer must use an AI virtual assistant to support their work to achieve efficiency. In particular, the National Assembly Chairman emphasized that wards need to upgrade communication lines to be strong in order to serve public administration quickly.

Listen to serve better

A highlight in the administrative digital transformation process is the change in service thinking - from traditional administrative management to providing services to take people and businesses as the center.

Mr. Nguyen Hoang Long - Deputy Director of the Customer Support and Care Center of the Hanoi Public Administration Service Center - affirmed: "Every day we receive hundreds of feedbacks and proposals. That is a source of raw data to improve service quality. The Center has been deploying an AI-smart hotline to answer automatically, support multi-channel, and ensure information to people quickly and accurately".

General Secretary To Lam once emphasized: "Without science and technology, it is impossible to expect GDP growth of over 8%, and even more cannot aim for double-digit development in the following terms".

That poses an urgent need for the entire political system: It cannot be delayed, cannot be "made to happen", but must act practically, effectively, measurably, creating beneficial changes for people and businesses.

Digital transformation and artificial intelligence are no longer trends but have become an urgent reality in administrative reform.

Putting people and businesses at the center, improving efficiency, transparency and responsibility are the guiding principles of this process. In the digital age, the government is not only "close to the people" but also "understands the people" and "serves the people" better.