The task of restructuring the apparatus and administrative units, especially the restructuring of administrative units at district and commune levels, is a major policy with strategic significance in streamlining the apparatus and improving management effectiveness and efficiency. However, this process is and will give rise to significant challenges in the field of administrative procedure settlement.
Specifically, changes in administrative boundaries, names, and related regulations have caused confusion and lack of information for people and businesses, leading to a sudden increase in the need to ask questions and carry out administrative procedures. In addition, in the context of streamlining the payroll, the team of officials and civil servants must both grasp new business processes and handle the increasing number of documents, causing great pressure and potential risks of delays and errors.
To effectively address these challenges, ensure the arrangement process is smooth and transparent, minimize inconvenience for people and businesses, and optimize administrative resources, Vietnam Posts and Telecommunications Group (VNPT) has developed specialized AI applications to support effective administrative procedure processing during the transition period.
“Personalization” to serve people and businesses
"Citizen - Business Virtual Assistant" is an integrated AI platform that acts as a single, intelligent digital touchpoint, comprehensively supporting citizens and businesses in all administrative procedure issues arising from the merger process.
With the ability to automatically answer information 24/7, this application uses natural language processing (NLP) technology to understand and answer thousands of questions from people and businesses about new administrative boundaries, name changes, and necessary documents that need to be adjusted (household registration, citizen identification, business license, land use right certificate, etc.). The application also provides information about new policies and regulations arising after the merger in an easy-to-understand, personalized way for each case.
On the other hand, based on the information provided by the user (type of document to be changed, old/new address, type of business), AI will automatically identify the administrative procedures to be performed and provide detailed instructions for each step and each document to be prepared, while providing direct links to the electronic forms to be filled out, even supporting automatic filling of part of the information if the data is already available from the national database, minimizing errors and time for people.
This AI system also automatically collects, analyzes and updates the latest legal documents and announcements from ministries, branches and localities related to mergers, ensuring that information is always accurate and timely to people and businesses.
Thanks to the above functions, the AI application "Virtual Assistant for Citizens - Enterprises" will significantly reduce the burden of direct questioning for officials in charge of handling administrative procedures, freeing up their time to focus on processing complex records that require in-depth assessment.
The application also helps improve the satisfaction and experience of people and businesses, helping them to proactively search for information and carry out administrative procedures anytime, anywhere, reducing waiting and travel time, creating transparency and trust. In particular, the application also ensures the uniformity and accuracy of information, limiting the situation where each place explains differently, causing confusion, creating fairness for all subjects.
AI supports administrative procedure processing
VNPT also developed a series of AI applications deeply integrated into the administrative procedure processing system to help officials and civil servants process administrative procedures more effectively during the transition period.
First of all, there is a system of AI that supports intelligent classification and checking of records. These AIs use “computer vision” technology to automatically scan, identify and read information from documents and records; automatically classify records, extract data and check validity according to new regulations and forms of administrative units after the merger; then automatically warn about shortcomings, errors or invalid records, helping officials detect early and request timely supplements, reducing the rate of records that must be returned.
Next are AIs that support decision-making and file processing. These AIs will analyze data from the file, compare it with relevant regulations to propose a solution or suggest next steps for the staff. In complex cases, AI can point out points to note or relevant legal documents for the staff to refer to, speeding up the appraisal process.
Finally, AI automates reporting and statistics. Accordingly, the application will automatically synthesize data from the process of receiving and processing administrative procedures (number of records, average processing time, types of administrative procedures that arise the most, common errors, etc.).
From there, create visual, real-time statistical reports, helping local leaders, departments, and branches have a comprehensive view of the effectiveness of administrative procedure settlement, easily identify bottlenecks to give timely direction.
The results of practical testing show that these AI systems have significantly improved the productivity of staff, reduced manual, repetitive and error-prone tasks, helping staff focus on professional tasks as well as solve more complex problems; ensured transparency and fairness in handling administrative procedures when processes are digitized and controlled by AI, minimizing subjective intervention and negative risks; at the same time, provided accurate and timely data for management, supporting grassroots and local leaders to make quick and effective operational decisions based on real data.
Experience modern, fast and efficient digital administration
The pilot application of AI in supporting administrative procedure processing in Ho Chi Minh City in May 2025 has brought many positive results. Specifically: The time to receive and respond to people has been significantly reduced; people and businesses are supported more accurately, reducing the need to travel many times; at the same time, officials also have additional tools to support processing documents more proactively and effectively.
Accordingly, the AI system has supported the reception of an average of 10,000-13,000 documents submitted directly by citizens each day, helping to save processing time by an estimated 1,400 hours/day, more than 30,800 hours/month and 369,600 hours/year, equivalent to the work of about 175 officers.
In addition, AI applications also support receiving an average of 5,000-6,000 online applications per day, saving processing time by an estimated 550 hours per day, more than 12,100 hours per month and 145,200 hours per year, equivalent to the work of nearly 70 staff.
In addition, when people and businesses monitor the progress of administrative procedures, they can look up and display people's information on ChatBot transactions, helping to experience the entire process. Applying AI to the Public Service Portal and the Administrative Procedure Information System has helped optimize the process, reduce waiting time and processing costs, ensuring fast, transparent services, and serving people wholeheartedly.
For VNPT, AI is not only a trend but also a long-term strategy that has been initiated very early. Because VNPT understands that mastering AI technology cannot be done in a sprint, but requires systematic, sustainable and visionary investment. VNPT clearly identifies three pillars that need investment: people, infrastructure and data. For AI to truly develop, finance alone is not enough, but also requires flexible mechanisms, special policies and determination to act.
AI technologies developed by VNPT are all packaged into specific products and services, tightly integrated into the digital ecosystem being deployed for the government, people and businesses. Thanks to this process of "doing it for real - using it for real", VNPT's AI technology is increasingly perfected, and the AI human resources team is also increasingly mature.
According to THAI LINH/Nhan Dan Newspaper
Original article linkSource: https://baovanhoa.vn/nhip-song-so/ung-dung-ai-nang-cao-hieu-qua-giai-quyet-thu-tuc-hanh-chinh-143013.html
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