VNPT Phu Tho introduced and provided guidance on artificial intelligence (AI) solutions to support the resolution of public administrative procedures within the framework of the Workshop on National Digital Transformation Day organized by the Department of Science and Technology on October 9, 2025.
According to a report from VNPT Phu Tho, in September 2025, VNPT installed and provided training on the AI Virtual Assistant system at the Provincial Public Administration Service Centers in areas 1, 2, and 3, the People's Committees of Vinh Yen, Hoa Binh , and Viet Tri wards, and the communes of Tho Tang, Phung Nguyen, and 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 for officials and 16 computers for citizens. In a short period of operation, the AI virtual assistant processed 1,793 inquiries from officials (mainly related to legal documents and procedures) and 1,024 inquiries from citizens and businesses (focusing on implementation guidelines, conditions, and required documents...).
During the pilot phase (from September 11-25, 2025), AI supported the screening of application components for 734 online applications, including 501 at the provincial level and 233 at the commune level. The areas covered included healthcare, education , construction, labor - war invalids and social affairs, and justice. Thanks to AI support, the average application processing time decreased from 10 minutes to 5 minutes, saving over 60 working hours in just over 10 days of operation. It also enabled 24-hour automated responses, increasing transparency, fairness, and accuracy in the application process. The solution contributed to reducing the workload for officials, increasing productivity, reducing errors, and improving the experience of citizens using online public services.
As one of the first grassroots units to implement the system, the Hoa Binh Ward People's Committee has recorded many positive results. According to the unit's report, from September 1st to 30th, 2025, the AI virtual assistant supported over 600 citizens in carrying out administrative procedures quickly and conveniently. Notably, more than 70 In cases where citizens use AI to submit applications online through the National Public Service Portal, a process that previously required 10 to 20 minutes of manual guidance, this is no longer possible.
The People's Committee of Hoa Binh Ward is one of the first units to pilot the use of artificial intelligence (AI) to support the resolution of public administrative procedures.
Mr. Do Minh Khanh, Deputy Director of the Hoa Binh Ward Public Administrative Service Center, said: "The application of AI in handling administrative procedures has helped people avoid queuing for direct consultations. They can now look up procedures and get their questions answered quickly through chatbots. This service is completely free, provides regular support, and is very convenient. This solution helps the Center automate processes, reduce the workload of direct guidance and support, and free up time for specialized civil servants to focus on more in-depth tasks; while ensuring that information is provided quickly, completely, and with fewer errors compared to manual methods."
Mr. Do Minh Khanh emphasized: "The application of AI in resolving administrative procedures will fundamentally change perceptions and enhance the knowledge and skills of officials, civil servants, and the entire population. In the coming time, the People's Committee of the ward will print approximately 10,000 leaflets to promote and guide the use of AI so that community digital technology teams can go to each household to guide and directly install it on citizens' smartphones."
The pilot program using AI in administrative procedures is a concrete step in Phu Tho province's digital transformation process, aiming to build a digital government, digital citizens, and a digital society, in line with the theme of Digital Transformation 2025: "Faster, more efficient, closer to the people." The initial success of this model not only demonstrates the feasibility of applying AI in 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-oriented digital administration, thereby contributing to creating a foundation for sustainable socio-economic development in the future.
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
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