Hanoi moves towards modern digital government

In order to build an electronic administration and digital government to serve people and businesses, Hanoi city has promoted the application of advanced and modern technology in administrative procedure settlement, creating positive changes.

People use AI Robot when coming to the Public Administration Service Point of Cua Nam Ward ( Hanoi ).

From being unfamiliar, people coming to the Public Administration Service Point of Cua Nam Ward (Hanoi) have gradually become familiar with the presence of a special employee - AI Robot.

Breakthrough technology

As soon as she entered the door, Ms. Nguyen Minh Thu (on Tran Hung Dao Street, Cua Nam Ward) was welcomed by the AI ​​Robot, provided with free drinking water, given a queue number, and guided in looking up procedures... Ms. Thu said: "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", actively and effectively supporting and bringing interesting experiences to the people. Currently, the AI ​​Robot performs functions such as service consulting and automatic queue number issuance, collecting and sending online feedback; distributing water and candy in the waiting area; on-site consulting and support...

Another technology product that Hanoi City focuses on developing is the iHanoi application, which is being built to become a "super application" integrating many features. The Hanoi City Public Administration Service Center said that from October 1, 2025, the center will officially deploy a new method of getting a queue number for online public services on this application. Instead of having to come early to get a direct number and wait for your turn to be resolved, people and businesses can register to get a queue number online right on the iHanoi application for the current day or the next six days.

Hanoi City Police have also deployed two new features on the iHanoi application, including AI Chatbot Virtual Assistant and AI Call Center. AI Chatbot Virtual Assistant helps citizens ask and answer questions related to administrative procedures undertaken by the police force, including services such as residence registration, ID card issuance, driver's license issuance, etc. With the AI ​​Call Center feature, citizens can chat with AI staff of the Police Department via voice.

The goal that Hanoi city is aiming for is to deploy online public services, submit and process administrative procedures completely in the digital environment. Regarding infrastructure, the city makes the most of available equipment, at the same time, invests in modern information technology systems, ensures data connection with the National Public Service Portal, VNeID application and ensures information security.

Notably, Hanoi is deploying a Smart Operations Center, testing artificial intelligence in management; the city's data infrastructure system continues to be strengthened. The Government 's dedicated data transmission network has connected 625 points. The LGSP data sharing and integration platform maintains stable operations, connecting 28 national data categories and eight specialized systems...

To encourage people and businesses to use online public services, Hanoi city applies a maximum postage fee support of VND 26,000/time until December 31, 2025. For people with meritorious services, social protection beneficiaries, employees of service providers supporting the implementation of online public services; receiving and transferring mobile administrative procedure files.

A representative of the Hanoi City Public Administration Service Center said that the results of electronic administrative procedure settlement of online applications will be returned to the iHanoi account or personal wallet in the public service account. The Center provides maximum support so that people and businesses can carry out administrative procedures regardless of administrative boundaries conveniently and quickly; ensuring timely and correct reception in the electronic environment.

Along with the application of science and technology and upgrading modern equipment, human resources are the decisive factor. The city has simultaneously opened training courses and fostered digital skills for thousands of officials. 100% of communes and wards have assigned civil servants with information technology expertise to be in charge of digital transformation, creating a smooth "blood vessel" for the government system.

Hanoi has launched the "Digital Education for All" movement and the "45 Days and Nights to Support Digital Transformation Activities in Communes and Wards in the Initial Phase of Operating the Two-Level Local Government Model" Campaign; focusing on ensuring adequate provision of human resources and technical infrastructure; building a strong digital community support force and supporting vulnerable groups to access online public services. These are considered key solutions for the city to ensure timely technical support and professional answers for people at the grassroots level, creating a widespread support network with the motto "going to every alley, knocking on every door".

Deputy Director of the Hanoi Department of Science and Technology Nguyen Viet Hung said that the Department has coordinated with units to organize training for support forces. 600 youth union members, 150 information technology and telecommunications students from universities and colleges have been mobilized, working day and night in communes and wards, guiding people to use online public services, make cashless payments, install VNeID, pay taxes electronically, etc. Along with that, 174 digital signatures have been issued to officials, civil servants and organizations; internet infrastructure has been upgraded, digital equipment has been provided to the grassroots.

Service-oriented, modern and efficient administration

Applying technology has helped the reception and settlement of administrative procedures in the capital achieve positive results right from the beginning of operating the new government model.

From July 1 to September 23, 2025, the city received 531,269 applications. Notably, the number of online applications exceeded the number of applications submitted directly, accounting for 59.71%, reflecting a strong shift in people's habits of performing administrative procedures.

Many localities have a high rate of online applications such as Kim Lien ward (the number of online applications is up to 5,364, more than 3 times the number of direct applications), Thu Lam commune (online applications account for more than 60%)... In the last months of 2025, the Public Administration Service Center assigned the target of receiving 100% of applications online; of which, at least 20% of applications will be received online throughout the process...

Although positive results have been achieved, the application of technology in handling administrative procedures in Hanoi still has a long way to go. Director of the Hanoi City Public Administration Service Center Cu Ngoc Trang said that the rate of overdue files is still 0.15%. The main 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 copies of paper (such as construction permits, food safety facility certificates), causing inconvenience when implementing the entire process online. The team in charge of receiving and returning results has just been assigned the task and is not yet familiar with the operations and procedures...

Faced with practical difficulties, the city will continue to focus on investing in facilities and equipment; improving standards and norms for the use of equipment, offices of branches and reception points to ensure that services for citizens and business organizations are thoughtful, synchronous and modern. In addition, the city will consider perfecting the model of the Public Administration Service Center according to a one-level model.

Chairman of the Hanoi People's Committee Tran Sy Thanh said that the city is steadfast in administrative reform, decentralization and digital transformation - for a serving, modern and effective administration. The city will continue to review processes and reduce administrative procedures on a technology platform.

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Source: https://nhandan.vn/ha-noi-tien-toi-chinh-quyen-so-hien-dai-post914253.html