Vietnam embraces digital tools to modernize public administration

DNHN - Across Vietnam, local governments are turning to digital platforms, QR codes, and AI-powered assistants to modernize public services—making them faster, more transparent, and more accessible to citizens.

What was once a process of waiting in long queues is now shifting online. Vietnam’s public administration is undergoing a digital transformation that redefines how the government serves its people. Officials view this shift not merely as an update of administrative procedures, but as a fundamental redesign of citizen–government interactions.

In Khánh Hòa Province, a range of digital tools has been introduced to improve everyday administrative work. The province’s E-Office system uses KPIs and automated document verification to streamline workflows, reduce human error, and improve productivity.

Administrative services now feature QR codes that allow citizens to submit applications and track their progress entirely online. At the heart of the province’s reform is its Public Administration Service Centre, which operates under a “one-stop, many-services” model. Representatives from 16 departments work on-site to handle issues ranging from land use and civil registration to construction permits and tax filings.

To ensure security and usability, the centre collaborates with provincial police and telecom firms to protect user data, while youth volunteers assist residents in navigating online processes.

Initiatives like “No Paper Printing Day” and “Paperless Work Week” have further reinforced the digital shift. Today, nearly all provincial-level documents—excluding classified materials—are signed and issued electronically.

Meanwhile, in the Mekong Delta, Cần Thơ City is pioneering a "borderless" administrative model. Under this system, citizens can complete paperwork at any public service center, regardless of their home address or the issuing office of the original documents.

This flexibility is supported by 17 integrated data platforms connecting 120 government bodies, including 14 departments and over 100 communes and wards. Nearly 9,000 digital accounts have been set up for officials, citizens, and businesses, and thousands of local procedures have been linked with the National Public Service Portal.

“These changes demonstrate that digital transformation is no longer just a vision—it’s becoming real,” said Ngô Anh Tín, Director of the city’s Department of Science and Technology.

Across the country, more public service centers are establishing support desks to help residents access the National Public Service Portal. With a single login, users can apply for services, track progress, make payments, and provide feedback.

To improve the user experience, facilities are being upgraded with digital queuing systems, touchscreen kiosks, internet-enabled workstations, and scanners for digitizing physical documents.

Several provinces and cities are experimenting with AI chatbots and virtual assistants to handle common questions, freeing up staff for more complex tasks.

Recognizing that digital access begins with digital skills, the government has launched a nationwide Digital Literacy Campaign. The initiative provides online tutorials and easy-to-follow guides to help people—particularly those in rural and remote areas—use online services confidently and independently.

Despite these advances, challenges remain. Infrastructure and technical capacity still vary widely, especially at the commune and ward levels. Outdated systems in some areas continue to hinder data interoperability across agencies.

To address these issues, authorities are urging localities to accelerate digitalization efforts and better integrate with national databases. Building centralized digital profiles for individuals and organizations is seen as a key solution to reduce redundancy and wait times.

Improving access to financial services is also a government priority. Partnerships with banks aim to expand ATM networks so that every commune and ward has at least one withdrawal point. Post offices, healthcare centers, and telecom-linked services like ViettelPay and VNPTPay are also being leveraged to close service gaps.

Observers note that these reforms represent more than an upgrade in convenience. By making services easier to use and more transparent, they are also reinforcing public trust in government institutions.

As more provinces follow the examples of Khánh Hòa and Cần Thơ, Vietnam’s digital public administration revolution is gaining momentum. The country is gradually shifting toward a model where performance and citizen satisfaction—not paperwork—define the success of governance.

Quóc Anh