An AI-integrated robot is deployed to provide consultation and guidance on administrative procedures for residents.

At the ward Public Administrative Service Centre, early-morning operations have taken on a more modern and flexible tone, with residents not only interacting with officials but also directly engaging with an AI-powered robotic system.

Positioned at the reception area, the robot acts as a “digital assistant”, helping users look up information and guiding them to complete administrative procedures. QR codes are also displayed for each procedure, enabling residents to easily access and verify information.

After more than three months in operation, the system has compiled over 5,000 question-and-answer entries across multiple areas. The database continues to be regularly updated, enhancing the robot’s responsiveness and ability to handle emerging situations, with many queries responded on the spot.

Bui Trung Dung, director of the centre, said deploying AI-powered robots has proven an effective support solution, helping to streamline information flows from the outset, ease pressure on front-desk staff and minimise errors in guiding residents.

The use of artificial intelligence has brought clear improvements to service delivery, with robots supporting users from the initial stage of the process, enabling them to better understand procedures and prepare complete documentation before submission.

Combined with the rollout of digital signatures and electronic processing, administrative procedures are being handled faster, with greater accuracy and transparency.

Beyond supporting specialised staff, the AI application in handling administrative procedures is also delivering a more convenient experience for residents.

Hoang Van Tung, a resident of To Hieu ward, said that in the past, he often had to ask repeatedly to fully understand procedures. With the robots now in place, steps are clearly guided from the outset, enabling him to proactively prepare documents and save time on travel.

Innovations in the AI application are helping improve the efficiency of administrative procedures in To Hieu.

In the first quarter of 2026, the ward processed 2,349 applications, of which 2,299 were resolved, with no overdue cases, while 1,130 documents were handled via electronic certification. The satisfaction index on the National Public Service Portal reached 97.53 out of 100, reflecting rising public satisfaction.

Residents visit the Public Administrative Service Centre for transactions.

At the same time, all 394 administrative procedures have been delivered online, with 100% of applications digitised, forming a unified data foundation to support the operation of digital systems.

The ward maintains 49 community digital technology teams with 248 members, regularly assisting residents in accessing online public services and gradually fostering the habit of using technology in daily life.

The “Digital Literacy for All” campaign has been widely rolled out, focusing on guiding residents in using smartphones, making cashless payments, accessing information and submitting applications online. Teachers have joined as “digital instructors”, directly supporting residents, particularly the elderly, in adopting technology.

As a result, digital skills across the community have steadily improved. 100% of officials, civil servants and workers have been equipped with digital competencies; all students have access to essential digital knowledge; and more than 65% of adults are now able to use basic digital platforms.

In parallel, the ward is stepping up the rollout of digital utilities, including e-identification, personal digital signatures and the integration of health insurance cards on the VNeID app. It is also supporting household businesses in adopting e-invoicing and filing social insurance declarations.

Cashless disbursement of social welfare benefits has been implemented for all beneficiaries, enhancing transparency while enabling residents to take a more proactive approach to accessing digital services.

Residents interact with an AI-powered robot for guidance on administrative procedures.

In 2026, To Hieu aims to further upgrade its digital infrastructure, targeting 5G coverage across around 50% of its area and ensuring that over 70% of residents have access to high-speed broadband.

In administrative procedures, the ward is working toward having more than 70% of applications received and processed online, with at least 95% digitised, increasing the share of “contactless” transactions. At the same time, 100% of officials and civil servants are expected to handle work in a fully digital environment using digital signatures, while over 80% of the adult population will be able to access and use essential digital services.

The introduction of artificial intelligence to support administrative processing in To Hieu reflects a suitable direction in administrative reform linked with digital transformation. Built on a digital data foundation and proactive innovation, smart applications are helping improve service quality, moving toward a modern and transparent administration that meets the demands of a new development phase.