A citizen completes online administrative procedures in Hà Nội. — VNA/VNS Photo Minh Quyết

HÀ NỘI — The Hà Nội Public Administration Service Centre will soon put into operation four new models designed to bring public services closer to the community, especially vulnerable groups such as the elderly, people with disabilities, and workers.

According to a document signed by Deputy Chairman of the municipal People's Committee Trương Việt Dũng, community public administration service points will be implemented in large urban areas and crowded supermarkets including Times City, Smart City, BigC Thăng Long, Aeon Mall and Co.opmart.

The service points are electronic kiosks that allow citizens to perform administrative procedures any time, even outside regular working hours.

At the kiosks, people can use free wifi, print receipts, consult guidance documents, pay fees online and store results.

The system integrates an artificial intelligence (AI) virtual assistant with multilingual support, helping the elderly, people with disabilities, and those less familiar with technology to use the services.

Another highlight is the mobile public service model, which will be conducted by converting old buses or electric cars into travelling administrative offices.

These vehicles will be fully equipped with computers, printers, scanners and high-speed internet connections, and will move according to a fixed schedule to suburban areas, industrial zones or places with high numbers of workers, elderly people and people with disabilities.

The mobile offices will offer five groups of services, including creating electronic identification accounts, submitting online applications, on-the-spot scanning and digitising of paper documents, online payments and checking the status of administrative dossiers.

Services are planned to operate once a week in suburban areas far from the city centre, twice a week in industrial zones and regularly in densely populated residential areas.

Information about the schedule will be publicly available on the centre’s portal as well as on social media platforms.

A centre spokesperson told the Dân Việt e-newspaper: “Citizens will not only receive support for submitting documents and making online payments, but will also be guided in using public services, contributing to improving digital literacy within the community.”

Reaching out to people

Along with expanding service points, Hà Nội is also leveraging social strength through the public administration collaborator model.

Collaborators include students majoring in law, administration and information technology, youth union members, experienced retired officials and members of unions and social organisations.

They will directly assist citizens in preparing documents and using online public services, especially targeting vulnerable groups.

Public administration collaborators will also participate in surveying citizens’ satisfaction levels and raising awareness of new policies promptly among the public.

Soon, public service kiosks will also be located in residential areas.

In densely populated urban areas, service points will be placed in community activity centres. In former rural districts far from the centre, such as Ba Vì and Mỹ Đức, the kiosks will be located at cultural houses or commune health stations.

Citizens needing to complete administrative procedures can register in advance and receive support in the evenings or on weekends.

These service points will have public staff members directly assisting with document preparation, answering questions and guiding online submissions.

Equipment will include computers, printers, scanners, internet connections and direct links to Hà Nội’s public service portal.

According to the centre representative, the new service models aim for flexibility and convenience, reducing travel time and minimising the use of paper documents.

Modern technology such as AI virtual assistants, support chatbots and online payment systems not only increases transparency and reduces hassle but also saves long-term costs for both citizens and management agencies.

"These models are expected to create a significant breakthrough in administrative reform, improving service quality and increasing the satisfaction of citizens and businesses," said the representative. — VNS