Bac Ninh: Bac Giang Ward applies AI to support people in performing administrative procedures

DNVN - Bac Giang Ward, Bac Ninh Province has just launched the initiative "Application of artificial intelligence to support administrative procedure settlement", marking an important step forward in modernizing services for people and businesses.

This is the first model in the province applied at the commune level, aiming to help people easily access information, reduce pressure on civil servants and improve the efficiency of local government operations.

On average, every day, the Bac Giang Ward Public Administration Service Center receives about 600 citizens with about 700 administrative procedures performed. Previously, to guide and support people, each specialist had to spend 3-4 hours a day answering questions and guiding documents. However, the increasing workload has made manual support difficult.

Photo: Bac Ninh Newspaper, Radio and Television.

To overcome this situation, since October 2025, the Center has put into operation a virtual assistant using artificial intelligence (AI) simulating the image of a young civil servant, located right at the administrative document reception area. This virtual assistant is capable of consulting, guiding procedures, and answering people's questions through visual communication and a regularly updated database.

The virtual assistant is connected to the National Public Service Portal and is constantly updated with the latest guidance documents, while integrating a database of the 50 most common administrative procedures at the local level. Thanks to that, the system can provide information quickly, accurately and in a user-friendly manner.

According to Ms. Giap Thi Ha Linh, a specialist at the Center and co-author of the initiative, the application of artificial intelligence has brought about clear results, with the time for guiding people reduced by 30-40%, the time for processing documents shortened to 8-10 minutes, and the rate of error documents reduced from 15% to less than 5%. This shows the practical effectiveness and potential for widespread application of the model in the public administration system.

Despite achieving many positive results, the model still has some limitations such as unstable network connection, low sound, or information in some fields is not rich. To overcome this, the Center is planning to upgrade the dedicated connection for the virtual assistant system, add interactive display screens and expand the administrative database to improve the people's experience.

Sharing with Bac Ninh Newspaper and Radio and Television, Mr. Luong Van Huy - Deputy Director of Bac Giang Ward Public Administration Service Center, head of the initiative, shared: "The AI ​​virtual assistant system is developed based on existing infrastructure, so it does not incur large investment costs, suitable for the conditions of the grassroots level. We are coordinating with the Provincial Public Administration Service Center to evaluate and replicate the model, contributing to promoting digital transformation in the field of public administration throughout the area."

The initiative "Application of artificial intelligence in administrative procedure settlement" in Bac Giang ward is considered a pioneering step in bringing AI technology into public service activities, aiming to build a friendly, transparent and effective digital government, serving people better and better.

Wisdom Mind

Source: https://doanhnghiepvn.vn/chuyen-doi-so/bac-ninh-phuong-bac-giang-ung-dung-ai-ho-tro-nguoi-dan-thuc-hien-thu-tuc-hanh-chinh/20251106090427528