“Digital arm” helps administrative procedures to be more convenient after merger

VNPT's AI solutions have proven their usefulness when actually operating in the "core" of the administrative processing system, acting as a "digital assistant" for civil servants.

In the context of the administrative apparatus being strongly streamlined according to Resolution 18, VNPT 's AI solutions - especially GenAI Assistant - have proven to be clearly effective, helping the government operate smoothly and people access public services more conveniently than ever.

New problems from the process of administrative unit consolidation

From July 1, 2025, people can carry out administrative procedures at commune-level public administrative service centers under the new 2-level government model. This is a specific step in the process of rearranging district and commune-level administrative units according to Resolution 18 of the Central Committee. The apparatus is more streamlined, the staff is "shrinking" but the scope of activities is wider, at the same time, a series of new challenges arise: New administrative names, streamlining intermediate levels, changes in procedural processes...

This reality makes many people worry about accessing public administrative services in the coming time, with the situation of “people struggling, officials overloaded”… A series of questions arise around how to both ensure streamlining and better serve the needs of the people. This is the “big problem” that large technology enterprises – including VNPT – are joining hands with localities to find a solution using artificial intelligence (AI) technology.

In Ho Chi Minh City, since the end of 2024, VNPT has piloted a trio of AI solutions deeply integrated into the Administrative Procedure Resolution System to automate processes and improve service quality for people and businesses.

Accordingly, the first thing to mention is the Citizen-Business Virtual Assistant - an AI Chatbot using GenAI technology (generative AI), interacting with citizens and businesses in a friendly way using natural language, specializing in 24/7 consulting, answering questions about administrative procedures, guiding documents, and looking up records. Every day, this application can support thousands of interactions, with a response time of just a few seconds.

Next is the AI Assistant that identifies and screens documents, helps to automatically classify records, scans and checks documents using computer vision technology, detects errors (missing documents, missing signatures, incorrect information, etc.), and supports staff in providing accurate handling directions.

The third branch is the automated solution (RPA) that receives documents automatically, helping the administrative service "machine" operate smoothly, connecting from input (scanner) to the next steps, automating the reception of paper documents from people and digitizing them immediately.

As a result, Ho Chi Minh City processes an average of more than 15,000 records per day (both in person and online), and the efficiency gained from applying AI saves more than 2,000 working hours per day, equivalent to 175 full-time employees per year. At the same time, the error rate is almost completely reduced, raising the level of people's satisfaction to more than 95%.

Long-term vision is needed when applying AI

Not just a peripheral support tool, VNPT's AI solutions have proven their usefulness when actually operating in the "core" of the administrative processing system, acting as a "digital assistant" for civil servants.

Outstanding features include: Smart document classification and screening (AI tool scans and recognizes documents, automatically identifies related procedures, warns of deficiencies, etc.); Smart automatic digitization of paper documents by automation (RPA) integrating AI to automatically digitize from paper documents to electronic documents;...

With these AI assistants, administrative staff no longer have to look up information manually, are not afraid of "wrong processing due to consolidation" and have transparent data for reporting and management.

In the opposite direction of interaction, people can easily contact these "digital officers" whenever needed to get detailed answers to processes and procedures without fear of trouble or harassment... The method is also very simple, the input question is given in Vietnamese (naturally), people are given specific instructions according to each type of document, locality, new procedures arising after the merger... without having to go directly to the administrative agency and without wasting time waiting.

Interface of Ho Chi Minh City Administrative Procedure Resolution System.

Recently, the National Training Conference on the organization and operation of Party organizations, government, Fatherland Front, and political organizations at the commune level (new) was organized by the Ho Chi Minh National Academy of Politics for two days, June 14-15, 2025.

Reporting at the conference, VNPT Group General Director Huynh Quang Liem said that the AI solution supporting the administrative procedure processing includes 3 main functions: Smart file classification and checking system, decision support and file processing, and automated reporting and statistics. Thereby significantly improving the productivity of staff, ensuring transparency and fairness in handling administrative procedures, providing accurate and timely data for management.

In particular, Mr. Huynh Quang Liem emphasized: “To effectively apply AI in the entire administrative procedure reform process, three key conditions are needed: One is “Shared infrastructure – open – easy to integrate”; Two is Administrative data must be standardized; Three is changing the service mindset – putting technology as the foundation, not just a tool”.

Looking at the country's dramatic changes in recent times, from the Prime Minister's directive to "continue to cut and simplify administrative procedures," to the reality of operating the two-tier local government model, it is clear that technology - especially artificial intelligence - is becoming an essential tool to both streamline the apparatus and improve service capacity.

Participating in this process, with the approach of "doing it for real - using it for real", VNPT is developing a technology ecosystem that applies artificial intelligence along with practical administrative solutions, helping officials improve their performance, helping people improve their experience, and helping the government increase social trust. "When we have a clear orientation: Technology must solve practical problems of the country - then those problems will help us master technology," Mr. Liem emphasized./.

(Vietnam+)

Source: https://www.vietnamplus.vn/canh-tay-so-giup-thuc-hien-thu-tuc-hanh-chinh-thuan-tien-hon-sau-hop-nhat-post1044552.vnp