Digital public services add new touchpoints.
According to the Ho Chi Minh City Department of Internal Affairs, the locality currently applies 2,171 administrative procedures and has implemented online public services for 100% of them. From July 1, 2025 to the present, the online public service system has received more than 4 million applications with an on-time resolution rate of approximately 99%. The large volume of applications, along with the need to bring public services closer to the people, is driving many new support models in localities. Besides technology and telecommunications companies, commercial banks are also increasingly appearing in digital transformation programs for public services.
In mid-June, Saigonbank donated 10 smart kiosks for public administration services to communes and wards that meet the technical requirements in the pilot program of the smart city model at the commune level in Ho Chi Minh City. These kiosks are put into operation as a support point for people to access online public services right at the local level, supplementing the service channel alongside the traditional one-stop service center.
Previously, Nam A Bank developed a Digital Citizen Service Station model integrated with the OneBank platform. At a single self-service point, citizens can access online public services, financial services, and many other digital utilities. TPBank also launched a 24/7 LiveBank model combined with a Digital Citizen Service Station to expand service capabilities outside of business hours and support citizens in conducting transactions in the digital environment.
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| Many commercial banks are becoming increasingly involved in the digitalization of public services. |
This trend is not limited to major cities. In Khanh Hoa, BIDV has deployed online public service support points, assisting citizens in creating accounts, submitting applications, checking administrative procedure results, and making online payments. Meanwhile, Agribank is deploying smart public service kiosks connected to an authentication system and issuing digital copies of electronic documents in Hanoi, Thanh Hoa, and Quang Ninh, and is expanding to many other localities. These kiosks not only support citizens in accessing online public services but are also connected to an electronic authentication system, supporting document digitization and gradually integrating additional digital banking features. According to Agribank, the model in Hanoi has the capacity to process approximately 70,000 applications per month and is being researched and developed to become a point of service providing both public and digital financial services.
Alongside investing in direct support points, many commercial banks are also strengthening payment connections with public service platforms. Vietcombank, VietinBank, BIDV, Agribank, and many other banks have now connected with the National Public Service Portal and the public service systems of localities, allowing people to pay online administrative fees, tuition fees, hospital fees, and many other charges.
Expanding the digital financial services ecosystem .
According to the Banking Times, the participation of credit institutions in the field of digital public services is becoming increasingly diverse. Transaction networks, payment infrastructure, and digital banking platforms are being utilized as part of the system to serve citizens in the digital environment.
This trend is occurring against the backdrop of continued strong growth in digital payments. According to the Payment Department (State Bank of Vietnam), by the end of 2025, nearly 89% of people aged 15 and above will have bank accounts. The value of cashless payments in 2025 is equivalent to approximately 28 times GDP. In the first quarter of 2026 alone, cashless payment transactions increased by 37.98% in volume and 14.22% in value compared to the same period last year; internet transactions increased by 65.68%, mobile phone transactions increased by 33.22%, while QR Code transactions increased by 52.4% in value.
Along with the development of digital payments, the connection between public services, electronic identification, and financial services is also expanding. According to the National Identification Application Development Plan (VNeID) for the period 2026-2030, the Government aims to have 70% of users experience cashless payments on VNeID by 2030, while also integrating payment accounts and e-wallets for citizens who need them. Therefore, many administrative, daily life, and essential payment transactions will increasingly be conducted on integrated digital platforms.
Parallel to this process, commercial banks are also stepping up investment in services beyond traditional credit activities. Besides payments, many banks are expanding into asset management, investment, insurance, personal finance, and digital utilities serving daily life. Participating in digital public service models helps banks increase customer touchpoints and expand their ability to provide financial services on digital platforms.
This trend is partly reflected in the business results of the banking sector. According to the Q1/2026 financial reports of 27 listed banks, total net profit from service activities reached over VND 20,600 billion, an increase of 43% compared to the same period last year. Techcombank recorded over VND 3,100 billion in net service profit, an increase of over 72%; VPBank reached over VND 2,000 billion, an increase of 76.6%; VIB reached nearly VND 2,000 billion, an increase of 427%, mainly thanks to revenue from payment services.
According to FiinRatings' assessment, amidst continued pressure on net interest margin (NIM), banks are accelerating their revenue diversification strategies, with non-interest income becoming an increasingly important growth driver. By the end of 2025, non-interest income is expected to account for approximately 23.8% of the total operating income of the entire banking sector.
FiinRatings believes that investing in digital platforms, payment ecosystems, and services tailored to people's everyday needs not only increases the number of transactions and expands the customer base but also generates more stable service revenue, reducing reliance on traditional credit operations. According to the organization, banks with diverse service ecosystems, high customer interaction frequency, and effective data utilization capabilities will have a greater advantage in improving profitability, increasing cross-selling, and sustaining long-term growth.
Source: https://thoibaonganhang.vn/ngan-hang-ho-tro-phat-trien-dich-vu-cong-so-183874.html
