Hanoi Digital Government: People complete procedures with AI Robots, online applications surpass direct submission

DNVN - Aiming to become a leading smart city and digital government in the country, Hanoi has deployed a series of solutions applying advanced technology in administrative activities.

These efforts not only change the way people are served but also create a strong shift in state management thinking.

AI robots assist people with procedures.

AI Robot - “friendly administrative staff”

In Cua Nam ward (Hoan Kiem district), people are now familiar with the appearance of a "special employee" - an AI Robot. As soon as they enter the one-stop department, people are welcomed by the Robot, given free drinking water, guided to look up procedures and automatically assigned a queue number.

Ms. Nguyen Minh Thu (Tran Hung Dao street) shared: “I was quite surprised to experience getting a queue number through the AI ​​Robot. The robot interacted quite naturally, helping me feel more comfortable when doing administrative procedures.”

According to Vice Chairman of the People's Committee of Cua Nam Ward Trinh Ngoc Tram, the AI ​​Robot is not only a technological device but also a "friendly administrative staff", supporting service consultation, collecting online feedback and serving people on the spot.

iHanoi - "super app" for online public services

Along with that, Hanoi city is developing the iHanoi application - a platform expected to become a "super application" integrating many administrative utilities. From October 1, 2025, the City Public Administration Service Center has deployed the feature of getting online public service queue numbers via iHanoi, helping people to register in advance without having to queue directly.

Hanoi City Police have also added two new features including AI Chatbot Virtual Assistant and AI Call Center. Thanks to that, people can ask and answer questions related to residence, ID card issuance, driver's license... or chat directly with virtual staff via voice.

Hanoi's goal is to move towards handling administrative procedures entirely in the digital environment, connecting data with the National Public Service Portal and VNeID application, while ensuring information security and confidentiality.

Accelerating data infrastructure and supporting digitalization of people

The city is simultaneously deploying the Intelligent Operation Center (IOC), testing the application of artificial intelligence in management, and expanding the Government 's dedicated data transmission network to 625 connection points. Hanoi's LGSP data sharing system has been connected with 28 national data catalogs and eight specialized systems.

To encourage people to use online public services, Hanoi supports postage fees of up to VND26,000/time until December 31, 2025. In particular, policy beneficiaries, meritorious people and vulnerable groups are supported on-site during the online application process.

Deputy Director of the Hanoi Department of Science and Technology Nguyen Viet Hung said that the city has mobilized 600 youth union members and 150 information technology students to participate in the campaign "45 days and nights supporting digital transformation at the grassroots level", guiding people to install VNeID, pay taxes electronically, make cashless payments... At the same time, 174 digital signatures have been issued to officials and civil servants to ensure that the electronic process is fully implemented.

Online applications surpass direct submissions - a clear digital transformation milestone

According to the City Public Administration Service Center, from July 1 to September 23, 2025, Hanoi received 531,269 applications, of which 59.71% were submitted online, exceeding the number of applications submitted in person. Some localities have outstanding online rates such as Kim Lien ward (more than 3 times the number of applications submitted in person) and Thu Lam commune (accounting for over 60%).

This result shows that people's habit of performing administrative procedures is changing significantly, shifting from direct to online. The city aims that by the end of 2025, 100% of administrative records will be received via the electronic environment, of which at least 20% of records will be processed online.

Challenges remain

Despite many positive results, the administrative digitization process in Hanoi still faces many difficulties. Director of the Public Administration Service Center Cu Ngoc Trang said: "Currently, the rate of overdue files is still 0.15%. The reason is that the equipment in some communes is old, the network is slow, there is a lack of scanners and information lookup machines; some procedures still require certified paper copies, making it difficult to process the entire process online."

Faced with these limitations, the city is planning to synchronously invest in technology infrastructure, upgrade equipment, and train digital skills for civil servants, ensuring that 100% of communes and wards have civil servants in charge of information technology.

Towards a modern and serving digital government

According to Chairman of the Hanoi People's Committee Tran Sy Thanh, Hanoi will continue to adhere to the goal of administrative reform, decentralization and digital transformation, towards a "service-oriented, modern and efficient" administration. The city will continue to review and reduce procedures, optimize people's experience on digital platforms - putting people at the center of the transformation process.

Nguyen Bach

Source: https://doanhnghiepvn.vn/chuyen-doi-so/chinh-quyen-so-ha-noi-nguoi-dan-lam-thu-tuc-voi-robot-ai-ho-so-truc-tuyen-vuot-nop-truc-tiep/20251010033046683