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I. GENERAL INTRODUCTION

Da Nang Information and Intelligent Operation Center (formerly named as ICT Transaction Center (under the Decision No. 3316/2011 of Da Nang People’s Committee of Da Nang City) and Da Nang Public Service Information Center (under the Decision No. 336/QD-UBND dated January 18, 2016). Da Nang Information and Intelligent Operation Center is the focal point agency to monitor, operate systems and applications providing smart city services; collect, synthesize, analyze data and information, and promptly report serving the direction and administration of leaders at all levels; advise, guide and provide information to citizens and organizations serving the urban government in Da Nang city.

Duties, Functions:

1. Organizing and operating equipment and software systems and supervising smart city services according to regulations and guidelines of Ministry of Information and Communications and People’s Committee of Da Nang City. Building, receiving, updating, deploying, operating and applying smart city services for digital transformation and smart city construction.

2. Collecting and synthesizing information and data from specialized Operation Centers (OCs), district OCs and application systems, internet of things (IoT) systems; processing, synthesizing, analyzing data, displaying visualization, collecting statistics, forecasting to serve the direction and administration of leaders at all levels; providing, sharing information and data for relevant agencies in service of state management; publicizing information for organizations and citizens to serve the implementation of urban government as prescribed.

Providing information, data, information channels for direction and operation, emergency call center... to serve the Command Center in case of emergency.

3. Early Detecting and warning the events and situations taken place in urban areas; notifying specialized OCs, district OCs; coordinating and supervising specialized OCs, district OCs to handle cases according to their assigned functions and tasks; synthesizing progress, results and reporting them to city leaders.

4. Acting as the focal point to link the information systems of Da Nang city; organizing, collecting and processing databases on socio-economic information and online public services of all departments, branches, districts in the city; providing and answering to organizations and citizens with information related to policies and online public administrative services and socio-economic information of the city.

- Monitoring, supervising and evaluating the process of solving online public services by departments, branches, districts, communes and wards; guiding and supporting organizations and individuals in implementing public services at the One-stop Division at the City Administrative Center or via online; helping organizations and individuals query the processing status of the dossiers; assessing the satisfaction level of organizations and citizens when implementing online public services of the city.

- Operating switchboard system providing information to organizations and citizens. Receiving feedback, suggestions and recommendations from organizations, citizens to transfer to relevant competent agencies for settlement under the regulations.

- Organizing propaganda, promotion, communication, events, grassroots information, investigation, survey and information collection activities according to assigned tasks.

5. Performing services or joint ventures, association with domestic and foreign organizations, individuals related to the field of operation of the Center in accordance with the provisions of law.

- Providing information content services on mobile telecommunications networks according to regulations.

- Implementing services of consultancy, forming design projects, supervising, training and transferring investment projects on centers to care and support customers (Call center/Contact center); leasing equipment, products and services about Call center/Contact center according to regulations.

- Providing services of consultancy, implementing and testing solutions related to digital transformation and smart services for agencies and organizations.

6. Implementing other tasks assigned by People’s Committee of Da Nang city and the Director of Department of Information and Communications.

II. Technical infrastructure of the Center

IOC is equipmented with the Contact Center which is modern, specialized for customer care, including:

1. IP PBX and system of computers, IP phones, etc ensuring for 100 tables/ positions to receive and answer information;

2. SMS Gateway whose function is as a content provider of telecommunications network;

3. The Public Service Information Portal (http://1022.vn) helps the citizens get information and implement online public services;

4. 10 Servers (storage), Firewall (security system), IPS (anti-intrusion system), recording system..;

5. Softwares and synchronous applications such as: KM (data management), CRM (customer information management), CMS (reporting, transaction of statistics), Billing (transaction charge), IVR/Voicemail (guiding people automatically);

6. Standard procedure for receiving/answering information or customer care.

System of Center

III. SERVICES FOR ENTERPRISES, ORGANIZATIONS

1. Call center service to care, support customers

2. Message services, including:

2.1. MT (Mobile Terminated) message service: allowing users to proactively send messages to mobile subscribers of customers to promote events, new products and services; customer care…

2.2. MO (Mobile Originated) message service: sending SMS to participate in product voting, contests; looking up product prices, services, checking scores, lottery results and other information ...

3. Service of surveying, investigating and gathering information

4. Service of organizing events, communications and broadcasting

5. Document digitalization service.

6. Data entry, data labeling service.

IV. PROJECTS HAVE BEEN IMPLEMENTED

No	Service activities	Content	The units that have cooperated
I	Call Center to support, care customers
*Developed by the City People's Committee/Call Center for public utility, free…***
1	The Danang Public Service Information Call Center	- Providing such information as regulations, policies, administrative procedures, socio-economic information of the city - Hotline to receive opinions and feedback	Da Nang People's Committee
2	Call Center for natural calamities, storms, floods	Providing information on natural calamities, storms and floods; sending messages to citizens, organizations ...	The Steering Committee of Flood and Storm Control, Search and Rescue of Da Nang city and Thua Thien Hue Province
3	Channel to support, answering information on Digital Terrestrial Television (1900 9496)	Supporting, answering information on Digital Terrestrial Television to people.	- Ministry of Information and Communications (Information Center - Telecommunications Authority) - Da Nang People's Committee
*Cooperating with external organizations, enterprizes*
4	Customer Care Call Center of Song Thu Cable TV	Caring and supporting customers in cable TV service	Song Thu Cable TV Company (now is VTVcab Television Da Nang Branch)
5	Garena Customer Care Call Center	Supporting users in electronic sport games.	Vietnam Sports Joint Stock Company - Garena
6	Help Desk Call Center	Supporting users in using softwares	- FPT Software Da Nang - DTT Comany
7	Call center for automatic surveys	Receiving feedback from people about clean water service	National Center for Rural Water Supply and Environmental Sanitation
8	Call Center to care customers, deal with problems	Receiving information and requirement for handling customers’ problems	Danang ICT Infrastructure Development Center
9	Call center for enrollment of study programs of distance university learning, online, in-service	Introducing the enrollment content of the Topica Educational Organization for the enrollment subjects through the Call Center	Topica Educational Organization
II	SMS Service
*Developed by the City People's Committee/Call Center for public utility, free…***
1	Sending official SMS	Sending SMS to notify to the State agencies in the city	- Da Nang People's Committee.
2	Sending SMS to notify	Sending messags after the dossier is completed	- Departments, committees branches in the city - The People’s Committee of Dien Ban district, Quang Nam
3	Sending SMS to search for public services	- Looking up the status of processing of the dossier - Looking up production and business establishments which are granted food safety certificates - Looking up bus routes - Looking up means of administrative violations in traffic order and safety - Looking up phone numbers violating regulations on advertising, classifieds - Looking up information on land prices in Da Nang city - Registration for medical examination and treatment appointments at the Preventive Medical Centre, Public Hospitals and Health Centers in the city.	Department of Information and Communications See instructions for searching public services at Portal 1022: http://1022.vn
4	Sending SMS to notify information on prevention of natural disasters, storms, floods, etc.	Sending SMS to notify information on prevention of natural disasters, storms, floods… to citizens	The Steering Committee of Flood and Storm Control, Search and Rescue of Da Nang city and Quang Nam Province
*Cooperating with external organizations, enterprizes*
5	Sending school message	Looking up scores; sending SMS to notify to parents, pupils	- Da Nang College of Culture and Arts - Vietnamese - American English Center - SKYLINE high - quality education System
6	Sending SMS to broadcast, care customers	Sending SMS to broadcast brand names, products, care customers for companies and enterprises	- T & T Finance - Bep Trang Frog Quang Noodle - Real Estate Mland ...
III	Service of investigation, surveying
*Developed by the City People's Committee/Call Center for public utility, free…***
1	Surveying on the satisfaction level of the citizens/enterprises	Investigating, surveying and evaluating the satisfaction level of enterprises to public services of government agencies and evaluation of survey results.	Da Nang People's Committee
2	Online surveying on e-commerce applications in Da Nang city	- Investigating, surveying online/directly on e-commerce application situation of enterprises and evaluation of survey results.	The Department of Industry and Trade
3	Surveying on the need of the enterprizes	- Investigating, surveying online/directly on human resource need, preferential policies and technological level of enterprises. - Reporting on assessment of survey results.	Departments, committees branches in the city
4	Surveying on consumer demand for Vietnamese goods of people in Da Nang city	- Investigating, surveying data online on consumer demand for Vietnamese goods of people; - Reporting on assessment of survey results.	The Department of Industry and Trade
*Cooperating with external organizations, enterprizes*
5	Surveying on IT applications in enterprises	Investigating, surveying and evaluating data.	Leading Associates & KDi Asia J oint venture
6	Monitoring the quality of surveys on satisfaction level of organizations, citizens using public services in Quang Tri province	Monitoring the quality, reporting survey results	Oxfam Organization in Vietnam
7	Information statistical surveying on telecommunications	Statistically surveying on telecommunications networks and services	Information Center - Telecommunications Authority
IV	Services of organizing events, communications, promotion
*Developed by the City People's Committee/Call Center for public utility, free…***
1	Media sponsor of the Danang International Fireworks Competition	Media sponsors: DIFF hotline, DIFF content propaganda through the channels of the Call Center	Da Nang People's Committee.
2	PAR communications	- Organizing seminars, building reportages; contests, roadshows; - Online communications (emails, video clips, Facebook, Zalo ...).	Da Nang People's Committee.
3	Communications of the 2017 APEC Economic Leaders' Week	- Hotline to receive, support information on the APEC Economic Leaders' Week - Communications through Portal 1022.vn, social network, emails, roadshows.	- Da Nang People's Committee. - The Department of Information and Communications
4	Communications of environmental field	Communications via Portal 1022, infographic, Facebook, Zalo, roadshows, SMS, Call Center...	The Department of Information and Communications
*Cooperating with external organizations, enterprizes*
5	Communications via internet/ Call Center	Communications through the channels: Portal 1022.vn, emails, SMS, Customer Care Call Center, social network.	- SeABank Bank, Vietnam - Russia Joint Venture Bank, VietinBank - Song Thu cable TV - AMA English Language Center - An Thanh Restaurant, Truc Lam Vien Restaurant... - FPT Information System Co., Ltd
6	Communications for distance learning programs, online, in-service	Communications through Portal 1022.vn, emails, telesales.	Topica Educational Organization
7	Organizing events	- Organizing sports events, traditional sports tournaments - Organizing Signing Ceremonies	- The Da Nang Department of Information and Communications. - The Da Nang Information - Communication Technology Center

V. SOME TYPICAL CUSTOMERS

State administrative Group

NGO Group

Kết quả hình ảnh cho Save the Children

Kết quả hình ảnh cho oxfam vietnam

Kết quả hình ảnh cho Hội chất độc da cam Đà Nẵng

Enterprise Group

Capacity profile: Attach Capacity profile

CONTACTS

1. Call Center: (0236) 1022 (7 branches)

2. SMS: dvc [profile code] send to 8188

3. Email: 1022@danang.gov.vn

4. Portal: http://1022.vn

5. Facebook: https://www.facebook.com/tongdai1022

6. Zalo page: http://page.zaloapp.com/tongdai1022danang

Collaborative Information

Center’s managers
* Mr. Nguyen Van Quoc	: Director
- Telephone	: (84-236) 3996 979
- Mobile phone	: (84-90) 3257 085
- E-mail	: quocnv3@danang.gov.vn
* Ms. Pham Thi Tu Thu	: Vice Director
- Telephone	: (84-236)3 99 66 77
- Mobile phone	: (84-90) 5101 519
- E-mail	: thuptt@danang.gov.vn
* Mr. Phan Huu Can	: Vice Director
- Telephone	: (84-236) 3996 079
- Mobile phone	: (84-9)13 490 056
- E-mail	: canph@danang.gov.vn
* Administration - Accounting Division
- Telephone	: (84-236) 3996 777
* Technique - Service Division
- Telephone	: (84-236) 3996 666
* Division of receiving and answering information
- Telephone	: (84-236) 1022
* Media - Event Division
- Telephone	: (84-236) 3996 868

Tổng đài 1022

Danang Information and intelligent Operation Center (Da Nang IOC) was established under the Decision No. 534/QĐ-UBND dated March 23, 2023 of Da Nang People's Committee. IOC is the focal point agency to provide and support information to organizations, citizens and communities (via electronic channels).