Applying AI to enhance two-tier government efficiency

The Public Administrative Service Center of Ba Na commune

These communes have integrated AI into public administration, offering residents a more convenient way to access services. By scanning a QR code on their smartphones, citizens can ask questions or speak with an AI assistant to receive step-by-step guidance on tasks such as document certification, land use, household registration, or health insurance.

In Hoa Vang, the AI system is applied to answer common queries related to administrative services, social policies, and land records. The tool was preloaded with essential information and tested during a pilot phase to help it learn from real-life interactions.

Hoa Vang Party Secretary Bui Hong Trung emphasised the importance of public feedback. He said the AI was generated with core data, but real value comes from community interaction. The more it’s used, the better it becomes.

This initiative places citizens at the heart of service, promoting transparency, reducing civil servants’ workloads, and saving residents time and travel costs.

In Hoa Tien, Huynh Thị A Ly, Deputy Director of the Public Administration Service Centre stated that within two days of launching, over 200 local residents visited their eight service areas. Integrated with VNPT’s iGate software, the AI tool supports staff while continuing to learn and improve.

AI assistants are helping local governments streamline processes and enhance service quality, marking a step toward smarter, citizen-focused governance

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