Many good models in administrative procedure settlement in Ho Chi Minh City

From raising awareness among cadres and civil servants, to implementing a series of models and initiatives applying information technology and artificial intelligence (AI), Ho Chi Minh City has created many positive changes, spreading the spirit of innovation throughout the administrative system.

In the third quarter of 2025, Ho Chi Minh City resolved 1,304,371 records, of which 96.63% were on time, with people's satisfaction reaching 99.66%, among the highest in the country...

Models to improve citizen satisfaction

One of the highlights is the pioneering of the Ho Chi Minh City Department of Construction with the initiative "Chatbot to look up administrative procedures and internal procedures". This chatbot allows people to look up information, step-by-step instructions on how to carry out procedures in the construction sector, and automatically updates fees and charges, significantly reducing the time to learn about procedures and increasing transparency.

Di An ward officials come to the house to handle administrative procedures for the elderly.

At Minh Phung Ward People's Committee, the AI ​​application model in looking up the list of commune-level administrative procedures automatically classifies administrative procedures by field, responsible department and online public service status, with quick and accurate procedures.

In Binh Tien ward, a series of innovative models have been deployed, such as: "24/7 file ATM" - returning files to people outside of office hours; "Digital knowledge update volunteer team" - supporting people in accessing technology; "Procedure reception point in residential areas" - bringing administrative services to their homes and the model "Accompanying religious establishments and businesses to build digital citizens", helping to spread the spirit of digital transformation to all classes of people.

Di An Ward deploys the "Mobile Public Administration" model, providing on-site services to the disadvantaged, the disabled, and the elderly.

In particular, Binh Co ward is known for its “Public Administration Fair” - bringing administrative services to residential areas, markets, and schools on weekends. People are directly consulted about insurance, social security, loans, laws, etc., helping to increase access to public services by 50-60%. In addition, the ward also implements the model “One procedure - Two results”, helping people only need to declare once but receive many related results, saving time and effort.

Another humane initiative is the model of “Returning documents at home” for meritorious people, poor households, and lonely elderly people. In the third quarter of 2025 alone, the ward served 20 vulnerable people, bringing satisfaction and trust to the people.

In Binh Quoi Ward, the Public Administration Service Center has implemented the model of "3 no - 3 right - 3 more": No delays, no hassles, no backlog of documents; in accordance with regulations, procedures, and responsibilities; faster, more efficient, and friendlier service. Tan Uyen Ward has created a highlight with the model of "Self-service counter", where people coming to do procedures can relax with tea, coffee, and cakes while waiting for results - a small idea but showing a delicate and friendly service mindset.

Equally impressive, Phuoc Long ward has deployed the solution “Online guidance - Remote reception”, supporting people to use public services via social networks and neighborhood groups. The ward also promotes the application of AI and information technology in propaganda, designing infographics, QR code video clips to guide the operation of household registration and business household procedures - helping public services become more friendly and accessible than ever.

In Binh Dong ward, the administrative reform movement has become a regular activity with models such as "30 minutes of volunteering to receive documents and return results", or "Monthly public service communication" to increase digital awareness in the community.

Continue to cut 30% of administrative procedure processing time

In parallel with innovative models, the city focuses on implementing the Government 's Project 06 on developing population data and electronic identification. Ho Chi Minh City is the pioneer in applying biometric identification via VNeID at Tan Son Nhat airport, helping passengers complete procedures quickly, without having to present traditional documents - a big step forward in building "digital citizens using digital services". The city police have also completed more than 72% of the progress in cleaning marital status data, updating more than 5.3 million records on the National Database.

In addition, the pilot project of transferring vehicle ownership in the electronic environment has been successfully implemented, contributing to transparency and reducing cumbersome paperwork. To ensure the smooth operation of the administrative apparatus after the reorganization, the city has organized many training courses to improve skills in using the document management system, the administrative procedure settlement system, and established a Steering Committee for administrative procedure reform and decentralization.

In the coming time, Ho Chi Minh City aims to have 100% of eligible administrative procedures provided as full-process online public services, and 80% of records processed completely online. The city also strives to cut at least 30% of the time to process administrative procedures and procedural compliance costs, effectively implementing Resolution 66/NQ-CP of the Government.

Source: https://cand.com.vn/doi-song/nhieu-mo-hinh-hay-trong-giai-quyet-thu-tuc-hanh-chinh-o-tp-ho-chi-minh-i786355/