Residents of Đồng Xoài Ward use the AI system to access information at the Public Administrative Service Centre. VNA/VNS Photos

ĐỒNG NAI — The Đồng Xoài Ward Public Administrative Service Centre in Đồng Nai City has introduced a reception robot and a multichannel artificial intelligence system, including chatbots and voicebots, as part of efforts to accelerate administrative reform and build a digital government.

Capable of automatically welcoming visitors, recognising faces and providing spoken guidance and advice on administrative procedures, the new technology not only eases the workload of frontline officials but also improves the public’s experience.

Technology improves public services

People visiting the centre are now assisted by an intelligent reception robot.

Ngô Hoàng Lãng, a resident of Residential Area 2 in Đồng Xoài Ward, said he was surprised by the changes in administrative services when he visited the centre.

In the past, he often worried about complicated procedures and lengthy waiting times whenever he needed to complete paperwork. Since the ward stepped up its digital transformation and introduced AI and robots, administrative procedures have become simpler and more convenient.

The robot provides detailed guidance in a clear voice and directs visitors to the correct service counters. Meanwhile, the AI system available on mobile phones allows residents to access and look up information anytime and anywhere, without having to make repeated visits to the centre.

“Modern technology gives people access to more useful information about policies and application procedures in a transparent and clear manner,” Lãng said.

“These changes not only save time and effort but also make the service feel more accessible and welcoming. People are genuinely satisfied with and appreciative of the local administration’s commitment to serving them.”

Residents of Đồng Xoài Ward use the AI system to access information at the Public Administrative Service Centre.

Nguyễn Trọng Phát, a resident of Residential Area 1, also praised the convenience offered by the new technology.

He said administrative procedures were now much quicker and more convenient than before. What impressed him most was the detailed advice and guidance provided through AI applications.

In addition to explaining application procedures, the AI system answers questions and provides useful information about new policies and regulations that residents may not yet know about.

The introduction of AI and robots has enabled people to take a more active role in looking up information and completing administrative procedures, while creating a more open and transparent administrative environment. These technological services have helped residents feel more confident and satisfied when dealing with local authorities.

With its friendly appearance, the robot welcomes visitors, directs them to the appropriate specialist offices and gives spoken answers to common questions. Facial-recognition technology has also been integrated to meet modern management needs.

Residents who do not visit the centre in person can still check the status of their applications or quickly submit feedback through AI-powered chatbots and voicebots on the centre’s website and social media platforms.

Trần Anh Mỹ, Director of the Đồng Xoài Ward Public Administrative Service Centre, said the introduction of administrative guidance and reception robots, along with a multichannel AI system, marked a new step in the locality’s administrative reform efforts.

At the centre, the robots welcome visitors, provide guidance and answer questions about procedures and application status. AI tools, including chatbots and voicebots on the website and social media platforms, are available around the clock to help users look up information and submit feedback.

The technology not only reduces pressure on officials working at service counters but, more importantly, also improves service quality, he said.

It is also an important milestone demonstrating Đồng Xoài Ward’s determination to build a modern, transparent and people-friendly administration.

AI supports internal management

Staff at the Đồng Xoài Ward Public Administrative Service Centre process administrative procedures for residents.

Đồng Xoài Ward is also expanding the use of artificial intelligence in its internal management.

In addition to an AI chatbot integrated into its online information portal to help residents quickly look up administrative procedures, the ward has incorporated tools such as Smart AI and a key performance indicator tracking system into its operations.

These tools enable officials and civil servants to use data, handle tasks and monitor progress more effectively.

Expanding AI from public services to internal management is a strategic step towards building a comprehensive digital government.

Nguyễn Thị Bích Thuần, Vice Chairwoman of the Đồng Xoài Ward People’s Council, said applying artificial intelligence to management was a key measure to improve the performance of the local administrative apparatus.

To achieve this goal, ward leaders have asked every official and civil servant to actively improve their digital skills and flexibly apply new technology to their professional duties. The ultimate aim is to build a modern and transparent administration dedicated to serving residents and businesses.

During the first nine months of 2026, the Đồng Xoài Ward Public Administrative Service Centre maintained the stable and lawful processing of administrative procedures.

From January 1 to September 15, the centre received more than 9,500 applications, all of which were submitted online.

It processed more than 9,300 applications, equivalent to over 98.5 per cent, while the remainder were still within the permitted processing period.

Notably, all completed applications were processed either on time or ahead of schedule, with none overdue.

These results lifted the ward’s public and business service index to 97.56 points, placing it ninth among Đồng Nai City’s 95 communes and wards.

Residents receive assistance with administrative procedures at the Đồng Xoài Ward Public Administrative Service Centre.

The achievement also resulted from proactive communication and direct public support.

During the first nine months of the year, the centre helped organise 20 face-to-face guidance sessions in residential areas, attended by more than 9,000 people. It also provided information through multiple channels, including its website, public loudspeaker system and community Zalo groups.

Mỹ said the co-ordinated measures had reduced the number of applications requiring repeated additions and increased the proportion submitted online.

They have also gradually encouraged people to use digital public services, helping improve service quality and advance administrative reform in the locality.

To effectively implement Project 06 during the 2026–30 period and advance digital transformation, the centre will continue diversifying its communication activities and strengthening face-to-face guidance to help residents and businesses make effective use of digital technology.

It considers public satisfaction the key measure of its performance and will conduct regular monitoring and evaluations to maintain a 100 per cent satisfaction rate, while building an image of dedicated and professional officials and civil servants.

After more than five months, the use of AI and reception robots at the centre has proved to be a technological breakthrough that has improved the quality of public services.

By combining modern digital infrastructure, stronger internal governance and public support, Đồng Xoài Ward has demonstrated the practical effectiveness of its digital government model.

Its strong record of processing applications on time, together with high levels of public satisfaction, reflects progress towards a modern and transparent administration centred on the needs of residents and businesses. — VNS