From a "one-stop shop" to a "no staff" system.

VHO - Redundant offices after mergers and streamlining, the relocation of state administrative apparatuses after restructuring… are pressing issues facing localities. One solution being considered is the application of digital technology to administrative offices, a long-standing requirement that has been slow to implement.

Public services… without staff.

A one-stop service center for public administration can eliminate the need for on-site staff simply by installing computer screens and AI software.

When citizens and businesses go through administrative procedures, they only need to present their identification documents through a scanner, and the AI ​​software will recognize them to proceed with registration procedures, request scanning of relevant documents, etc.

This control process involves receiving citizens' requests and conducting post-audits; citizens only need to confirm and take responsibility for their declarations.

Mr. Luong Ngoc Tuan, an information technology (IT) and digital transformation expert in Ho Chi Minh City, shared that this step of working with AI basically solves 60% of people's procedural needs.

Citizens scan QR codes to pay fees for administrative procedures at the "one-stop" service center.

Only procedures with complications, missing relevant documents, or requiring certification from departmental specialists will require contact via phone or text message with the person in charge. Finally, if the issue is too complicated, the managing specialist will schedule a meeting with the citizen.

Administrative operations supported by AI will be very streamlined and efficient, avoiding the negative aspects of face-to-face communication. Public administrative service centers will also significantly reduce their workload, becoming "human-free" offices, thus lowering costs considerably.

"Now that the context is different, administrative agencies should reconsider this issue. They could apply AI at a higher level, integrating more software into services people use, such as cable TV subscriptions and fiber optic internet packages, so that people can register and complete administrative procedures from home," Mr. Luong Ngoc Tuan assessed.

According to the Ho Chi Minh City Youth Union's technology consulting team, AI solutions are an essential requirement in the digital transformation process of government offices.

Provincial and city administrative levels need to approach digitalization from this perspective, deploying intelligent AI applications to reduce the time spent on procedures, minimize redundant checks and verification steps, and most importantly, reduce inconvenience for citizens who do not receive adequate support.

Automated public services are a way to streamline administrative procedures and increase citizens' initiative and self-awareness; if citizens are unsure, they can combine this with hiring private support services.

Improve the efficiency of services provided to the public.

According to consultants, a large number of people today, especially in urban areas, own smartphones, tools that allow for easy interaction with AI.

Therefore, with policies that encourage and guide the use of AI applications integrated into administrative management software via mobile phones, people will adapt very quickly to the digital environment of public services.

Particularly with the policy of promoting citizens' civic responsibility, through the upgrading of identity verification with the national ID card that the Central Government is directing, the responsibilities and obligations of citizens are becoming increasingly transparent.

The emergence of "unmanned" offices when implementing digital technology further saves time and effort, eliminating the need to "prove oneself" to authorities, thereby completely improving the efficiency of state management.

Similarly, for businesses, digitalization through AI integration will shorten the time required for necessary registration procedures, mainly requiring businesses to self-declare and take responsibility for their business and investment activities before the authorities and the law.

Businesses will therefore shift from passively waiting for licenses and permits from authorities to proactively registering and carrying out business activities.

Corporate investment activities will become more transparent, especially regarding tax obligations and social responsibility. Human resources departments within businesses, such as accounting and corporate control, will become increasingly streamlined and efficient.

According to Mr. Luong Ngoc Tuan, the main obstacle to digitalization and the progress of AI application in administrative offices today is whether the capacity and awareness of the staff and civil servants can keep up.

This issue is actually being promoted by the Central Government through policies such as streamlining administration, merging localities, and enhancing the status of grassroots administrative units.

Therefore, civil servants in provinces, cities, and ministries need to clearly recognize their responsibility to study and improve themselves, and decisively shift their mindset to "serving instead of managing."

When this spirit is thoroughly understood, the administrative apparatus at the local level will change, becoming both streamlined and flexible, while closely aligned with specific action requirements, working for the benefit of the people.

Once digital technology permeates the administrative apparatus, government offices will no longer be confined to their headquarters, nor will they strictly adhere to the "8 golden hours" rule. Instead, they will be proactive and flexible, ensuring that each person fulfills their duties to best serve the people. That is the crucial criterion of administrative streamlining.

Source: https://baovanhoa.vn/nhip-song-so/tu-mot-cua-den-khong-nguoi-145482.html