Bac Giang Ward: Applying artificial intelligence to support people in performing administrative procedures

BAC NINH - In order to support people and businesses, the Bac Giang Ward Public Administration Service Center (Bac Ninh Province) has launched the initiative "Application of artificial intelligence to support administrative procedure settlement". This is the first model in the province to be deployed at the commune level, helping people to access quickly and reduce the workload for officials and civil servants.

On the morning of November 5, Ms. Than Thi Bich, residing in Bac Giang ward, went to the ward's Public Administration Service Center to carry out procedures to certify copies of some original documents to complete the file.

Bac Giang ward residents learn about administrative procedures through virtual assistants.

With just the simple command "Hello, I want to perform the procedure of making a certified copy", Ms. Bich was guided in detail by the virtual assistant on the necessary procedures as well as the steps to take such as: Preparing documents, submitting documents, receiving and checking documents...

Similarly, Mr. Nguyen Manh Linh, residing in Hau residential group, Bac Giang ward, only needed 2 minutes to ask and listen to the virtual assistant guide the procedure for requesting birth registration for his child. Having just completed submitting the application, Mr. Linh shared: "Before, every time I did administrative procedures, I often had to look up or ask the staff for instructions. Now with the virtual assistant, I just need to clearly state the request, the virtual assistant software will guide me step by step in great detail and easy to understand, so it only took me a few minutes to complete."

After operating the 2-level local government, on average each day, the Bac Giang Ward Public Administration Service Center receives about 600 citizens requesting to carry out about 700 administrative procedures. To guide citizens, each specialist must spend an average of 3-4 hours/day to support and answer questions for citizens.

To overcome this limitation, in mid-October 2025, the Ward Public Administration Service Center launched the initiative "Application of artificial intelligence to support administrative procedure settlement". Accordingly, the virtual assistant model simulating the image of a young civil servant is placed right at the entrance to the area to receive and settle administrative procedures.

The authors of the initiative tested the virtual assistant's performance.

To be able to respond to requests, along with connecting data with the National Public Service Portal, the Ward Public Administration Service Center regularly updates documents guiding the implementation of administrative procedures according to the 2-level local government model, and at the same time builds a data warehouse related to 50 administrative procedures that arise frequently in practice.

“Since implementing the initiative, the time for specialists to guide people has decreased by 30-40% compared to before; the time to process each file is 8-10 minutes, a 50% reduction compared to before; the rate of incorrect files that need to be supplemented has decreased from 15% to less than 5%,” said Ms. Giap Thi Ha Linh, a specialist at the Bac Giang Ward Public Administration Service Center, co-author of the initiative.

Although achieving initial results, through evaluation, the initiative "Application of artificial intelligence to support administrative procedure settlement" at the Bac Giang Ward Public Administration Service Center still has limitations such as: Unstable network connection, low sound; some fields rarely arise so related information is not diverse...

To overcome this situation, Bac Giang Ward Public Administration Service Center is planning to upgrade and arrange a private network line for virtual assistants, and at the same time equip them with additional display screens to increase interaction between people and assistants.

Mr. Luong Van Huy, Deputy Director of Bac Giang Ward Public Administration Service Center, head of the initiative, said: "The virtual assistant system supports the settlement of administrative procedures based on available infrastructure, so there is no large initial investment cost, suitable for the practice of public administration at the grassroots level. Along with perfecting the software, we are asking the Provincial Public Administration Service Center to evaluate and replicate the model."

Article and photos: Sy Quyet

Source: https://baobacninhtv.vn/phuong-bac-giang-ung-dung-tri-tue-nhan-tao-ho-tro-nguoi-dan-thuc-hien-thu-tuc-hanh-chinh-postid430407.bbg