Reform powered by AI

- In recent years, along with the digital transformation process, the application of artificial intelligence (AI) in administrative reform has been widely implemented by all levels of government in the province. This has contributed to improving the efficiency of the state apparatus and better serving the people and businesses.

Staff at the Hong Phong Commune Public Administrative Service Center guide residents in carrying out online administrative procedures on their smartphones.

Currently, artificial intelligence (AI) is applied in many industries and fields, encompassing all aspects of social life. In particular, the integration of AI into administrative processes is considered a breakthrough aimed at reducing bureaucracy, shortening processing times, and ensuring accuracy and transparency.

On September 28, 2021, the Standing Committee of the Provincial Party Committee issued Resolution No. 49 on the digital transformation of Lang Son province by 2025, with a vision to 2030. This resolution sets the goal that by 2025, 100% of state agencies will have a centralized, integrated data analysis and processing platform, applying AI to optimize operations; and 100% of citizens and businesses will be supported by virtual assistants in carrying out administrative procedures and using the province's online public services.

To serve the needs of citizens and businesses, a virtual assistant (Chatbot) platform supporting citizens and businesses in carrying out administrative procedures in the province has been deployed since the end of 2021. When citizens have questions during the process of resolving administrative procedures, they can ask anytime, anywhere, and the virtual assistant will immediately provide an answer. Accordingly, every year, the Provincial People's Committee has requested agencies and units to direct their staff at the "one-stop" service centers to regularly promote and guide citizens in using the virtual assistant to search for and answer questions related to the implementation of administrative procedures. Since its deployment, the virtual assistant has supported over 500,000 inquiries and answers with an accuracy rate of up to 98%...

People carry out administrative procedures at the Bac Son Commune Public Administrative Service Center.

Mr. Trinh Minh Tuan, Deputy Secretary of the Party Committee and Chairman of the People's Committee of Bac Son commune, said: "With its 24/7 operation capability, the virtual assistant platform has helped people save considerable time and effort when carrying out procedures. The application of AI in administrative reform has helped the digital government model of Bac Son commune initially show clear effectiveness. Thanks to the integration of AI and chatbots in the software for receiving and processing documents, more than 95% of administrative procedures are resolved correctly and ahead of schedule. In addition, AI is also used to analyze data on people's feedback and suggestions, helping the commune government quickly understand their thoughts and aspirations and promptly adjust policies accordingly."

The application of AI in administrative reform is increasingly expanding and demonstrating clear effectiveness. It not only assists citizens in searching for information and resolving administrative procedures quickly, but also significantly reduces the workload for officials, civil servants, and employees, especially at the commune level, where a large volume of documents and paperwork is frequently processed. Accordingly, the Department of Science and Technology has organized and coordinated training and guidance for this workforce to study and proficiently use AI-integrated software. Since the beginning of 2025 alone, the Department of Science and Technology has organized and coordinated 26 training courses on the application of AI in administrative reform, using a hybrid format (in-person and online), with 8,665 officials, civil servants, employees, members of community digital technology teams, and non-specialized personnel participating. Through the training, participants were guided on applying AI in searching and classifying records, drafting documents, compiling reports, supporting administrative procedures, and providing online public services, contributing to improving the quality of work.

Ms. Hoang Thu Huyen, a civil servant at the Culture and Social Affairs Department of Hoang Van Thu commune, shared: "Currently, we are processing a large number of documents on the provincial and central government's systems, so the workload is very heavy. Having had the opportunity to participate in training courses, I have applied AI to my work, resulting in higher efficiency compared to manual methods as before. For example, when compiling reports, using AI tools provides a document framework, allowing me to complete the report more quickly and accurately."

With the decisive direction of the Provincial People's Committee, the proactive efforts of agencies and units, and the determination to innovate of the staff and civil servants, artificial intelligence (AI) is becoming a powerful driving force for administrative reform, contributing to building a digital government that serves the people in an increasingly professional, transparent, and efficient manner.

Source: https://baolangson.vn/dong-luc-thuc-day-cai-cach-hanh-chinh-5062710.html