Phu Tho records initial effectiveness in applying artificial intelligence (AI) to support the settlement of public administrative procedures

Implementing the policy of promoting the application of digital technology in administrative reform, improving the efficiency of serving people and businesses, recently, Phu Tho province has coordinated with Vietnam Posts and Telecommunications Group (VNPT) to pilot the implementation of artificial intelligence (AI) solutions to support the settlement of public administrative procedures at Public Administration Service Centers and a number of People's Committees of communes and wards in the province.

VNPT Phu Tho introduced and guided artificial intelligence (AI) solutions to support the settlement of public administrative procedures within the framework of the Workshop on the occasion of National Digital Transformation Day organized by the Department of Science and Technology on October 9, 2025.

According to VNPT Phu Tho's report, in September 2025, VNPT installed and instructed on how to use the AI ​​Virtual Assistant system at the Provincial Public Administration Service Center in regions 1, 2, 3, People's Committees of wards: Vinh Yen, Hoa Binh , Viet Tri and communes: Tho Tang, Phung Nguyen, Yen Tri.

The AI ​​virtual assistant is directly integrated into the administrative procedure information system and the computer at the one-stop department, helping officials and people to conveniently look up and process documents. AI has the ability to screen and identify document components, summarize legal documents, guide the implementation of administrative procedures, support the search of documents, forms, fees and procedure implementation time.

By September 24, 2025, the system had been installed on 68 computers serving officials and 16 computers for citizens. In a short time of operation, the AI ​​Virtual Assistant had processed 1,793 inquiries from officials (mainly related to legal documents and procedures) and 1,024 inquiries from citizens and businesses (focusing on implementation instructions, conditions, dossier components, etc.).

During the pilot period (from September 11 to 25, 2025), AI supported the screening of dossier components for 734 online dossiers, including 501 provincial-level dossiers and 233 commune-level dossiers. The implemented fields include health, education , construction, labor - war invalids and social affairs, justice... Thanks to the support of AI, the time to receive dossiers was reduced from 10 minutes to 5 minutes on average, helping to save more than 60 working hours in just over 10 days of operation; at the same time, it allowed automatic responses 24 hours a day, every day, increasing transparency, fairness and accuracy in the procedure settlement process. The solution has contributed to reducing the workload for officials, increasing labor productivity, reducing errors, and improving people's experience when using online public services.

As one of the early grassroots units, the People's Committee of Hoa Binh Ward has recorded many positive results. According to the unit's report, from September 1 to 30, 2025, the AI ​​Virtual Assistant has supported over 600 citizens to carry out administrative procedures quickly and conveniently. In particular, there are more than 70 In the case of people using AI to submit applications online on the National Public Service Portal, it previously took 10 to 20 minutes of manual guidance.

Hoa Binh Ward People's Committee is one of the units that early implemented the pilot of artificial intelligence (AI) to support the settlement of public administrative procedures.

Mr. Do Minh Khanh - Deputy Director of the Public Administration Service Center of Hoa Binh Ward said: "The application of AI in the settlement of administrative procedures has helped people not have to wait in line for direct consultation but can look up procedures and have their questions answered quickly via chatbot. This service is completely free, with regular support and is very convenient. This solution helps the Center automate the process, reduce the burden of guidance and direct support, and give more time for specialized civil servants to focus on specialized tasks; while ensuring that information is answered quickly, completely and with fewer errors than with manual methods".

Mr. Do Minh Khanh emphasized: "The application of AI in administrative procedure settlement has fundamentally changed the awareness as well as improved the knowledge and skills of the staff, civil servants, public employees and the entire population. In the coming time, the Ward People's Committee will print about 10,000 leaflets to propagate and guide the use of AI so that the Community Digital Technology Teams can go to each household to guide and install directly on the smartphone for citizens."

Piloting AI in administrative procedure settlement is a concrete step in the digital transformation process of Phu Tho province, towards building a digital government, digital citizens, and digital society, in line with the spirit of the Digital Transformation theme by 2025: "Faster, more efficient, closer to the people." The initial success of this model not only shows the feasibility of applying AI in the field of public administration, but also opens up prospects for expansion throughout the province.

According to Mr. Le Quang Thang - Deputy Director of the Department of Science and Technology: It is expected that after completing the pilot phase, the Department of Science and Technology will continue to direct VNPT Phu Tho to coordinate with departments and branches to evaluate the effectiveness, expand the implementation to the whole province, and integrate additional features such as smart profile recognition, automatic lookup, and assessment of people's satisfaction level.

The pilot implementation of AI solutions in Phu Tho contributes to realizing the goal of building a professional, modern, transparent and people-friendly digital administration, thereby contributing to creating a foundation for sustainable socio-economic development in the coming time./.

Phu Tho Department of Science and Technology

Source: https://mst.gov.vn/phu-tho-ghi-nhan-hieu-qua-buoc-dau-ung-dung-tri-tue-nhan-tao-ai-ho-tro-giai-quyet-thu-tuc-hanh-chinh-cong-197251023110417853.htm