Applying AI to improve public services

Digital transformation in administrative reform is being turned into practical solutions right at the grassroots level in Thai Nguyen Province. Beyond simply digitizing procedures, many localities are applying technology to make public services more accessible to citizens from the very first point of contact.

An AI-integrated robot provides consultation and answers citizens’ questions about administrative procedures.

During her first visit to the People’s Committee of Quyet Thang Ward to complete business registration procedures, Ms. Hoang Le Thuy from Residential Group 1, Quyet Thang Ward, said she was surprised to receive support from an AI-powered robot. Without having to wait or ask multiple offices, she was provided with clear information about the process and required documents immediately at the reception area.

Ms. Thuy shared: “I find it very convenient, because sometimes when you do paperwork for the first time, or you haven’t done it for a long time, AI can respond immediately”.

According to local officials, the Public Administrative Service Center of Quyet Thang Ward receives more than 100 applications per day in various fields. Under heavy workload pressure, deploying an AI robot at the reception area is considered an “extended hand,” providing initial guidance, reducing errors, and shortening processing time.

Mr. Nguyen Duc Nhat, Vice Chairman of the People’s Committee of Quyet Thang Ward, said: “To improve the effectiveness of the public administrative service center, in departments related to digital technology and digital applications, we will boldly invest to serve the people in the best way”.

Residents are guided to experience AI technology at the Public Administrative Service Center of Phan Dinh Phung Ward.

Other wards are also applying technology in different ways to enhance public service delivery. In Phan Dinh Phung Ward, residents can use AI-assisted systems to look up administrative procedures, select services, and follow the process directly through a touchscreen.

Ms. Dang Dieu Linh from Residential Group 96, Phan Dinh Phung Ward, said: “When I come to the public administrative office and get to use AI technology, I find everything is handled easily”.

Meanwhile, officials in Phan Dinh Phung Ward emphasized that AI support is helping reduce waiting time and easing the workload for civil servants.

Mr. Dang Khanh Duy, Deputy Director of the Public Administrative Service Center of Phan Dinh Phung Ward, explained: “AI support helps address the issue of citizens having to wait for a long time and input their application data themselves on the machine. This reduces the workload for officers receiving applications, and citizens also get to experience new technologies”.

Digital transformation in administrative reform is not only taking place in Quyet Thang Ward and Phan Dinh Phung Ward, but is also being rolled out across the province in a synchronized manner.

In the first quarter of 2026, Thai Nguyen received more than 179,000 administrative applications. The on-time processing rate reached nearly 99.7%, while over 95% of applications were submitted online.

These results demonstrate that technology is increasingly improving the quality and efficiency of public services, benefiting both citizens and businesses across Thai Nguyen.