AI becomes a new "colleague" for one-stop shop staff

Artificial intelligence (AI)-powered devices and robots are no longer confined to shopping malls or technology exhibitions. They are now gradually making their way into Public Administration Service Centres (PASC) across Dong Nai, helping residents access public services more conveniently.

The adoption of AI to support administrative procedures is more than the deployment of new technology. It reflects a shift in public administration reform towards a modern, citizen-centred service model.

AI-powered robots make their way into public administration service centres

"Welcome. I can help you look up and guide you through administrative procedures. Please select a procedure or ask a question, and I will assist you immediately..." The greeting from an AI-powered Smart Public Administration Kiosk at the Trang Bom ward PASC came as a surprise to Le Kim Phung, a local resident. Although she had visited the centre many times to complete administrative procedures, it was the first time she had been guided by an AI-enabled device through every step, from selecting the appropriate procedure to completing declarations and finalising her application.

Leaders from the Dong Nai Department of Science and Technology (DoST) and the Dong Nai PASC inspect the pilot operation of an AI robot developed by Lac Hong University and its partners. Photo: Hai Quan.

Although initially unfamiliar with the system, Phung completed the required procedures after only a few minutes with guidance from staff.

"The kiosk is very easy to use. I simply followed the instructions and completed my application much faster than before," she said.

According to Phung, the combination of digital technology and on-site assistance from staff members has made administrative procedures far more convenient and user-friendly.

Her experience reflects that of many residents visiting the Trang Bom PASC in recent months. Instead of asking staff for step-by-step guidance, users can now complete much of the process through AI-powered kiosk system for public administrative services (Smart Kiosk). After verifying their identity using either a citizen identification card or a VNeID digital identity account, they select the required procedure and follow the on-screen instructions before submitting their application to civil servants for processing.

Nguyen Van Tuan, a specialist at the Trang Bom PASC, said the Smart Kiosk is an AI-powered kiosk system designed to support residents in using online public administrative services. The system receives users' requests and guides them through the relevant procedures. It also supports voice-based data entry, prints application forms and scans supporting documents before uploading them to the National Public Service Portal, where officials process applications entirely online. Accordingly, residents can complete procedures more quickly and conveniently, while staff at the one-stop service counter spend less time providing routine guidance.

Towards a smarter public administration

Trang Bom is not alone in bringing smart technology directly to public service counters. Similar initiatives are gradually being introduced at PASCs across Dong Nai, with each locality adopting solutions suited to its own conditions.

Binh Minh commune People's Committee in cooperation with a technology company deploys an intelligent reception robot at the commune's PASC.

In late July 2026, the Binh Minh commune People's Committee, in partnership with a technology company, officially deployed an intelligent reception robot at its PASC as part of efforts to improve service quality and gradually build a smart digital government model. Positioned at the reception area, the robot communicates in Vietnamese and assists residents in looking up administrative procedures, required application documents and processing times. It also helps users obtain queue numbers, directs them to the appropriate service counters and answers frequently asked questions.

Local authorities said the robot not only enables residents to access information more quickly and reduces waiting times, but also helps standardize guidance procedures, ease the workload of front-desk staff and accelerate digital transformation in public administration.

Earlier, Cam My commune People’s Committee introduced a similar reception robot in cooperation with a technology company in late March 2026. The initiative aims to standardize the initial reception process, make administrative transactions more convenient for residents and significantly reduce pressure on one-stop shop staff.

While the scale and functions of AI devices and robots vary according to local conditions, they all share the same objective: bringing smart technology closer to citizens from the very first stage of administrative procedures. From providing information and procedural guidance to interacting directly with users, AI is gradually becoming an effective extension of one-stop service centres, helping create a more modern, accessible and user-friendly administrative environment.

According to officials at centres where AI devices and robots have already been deployed, the technology is capable of handling routine tasks such as providing guidance, retrieving information and assisting with initial application declarations, thereby reducing pressure on front-line staff. By taking over repetitive tasks, AI enables civil servants to devote more time to processing applications and providing personalised assistance to residents. Rather than replacing public officials, AI serves as a tool to enhance service quality.

At the city level, the DoST, in collaboration with Lac Hong University and relevant partners, began piloting an AI service robot at the Dong Nai PASC  in early July 2026. The pilot is part of a science and technology research project led by Lac Hong University in collaboration with partner organizations and technology companies to develop an AI robot system serving residents and businesses at the city's PASC.

The trial aims to assess whether the AI robot meets the operational requirements of the centre, verify the reliability of its hardware, software, knowledge base and citizen-service functions, and gather feedback from professional staff to further refine its data, operational processes and interaction scenarios before wider deployment.

The AI robot supports users in completing administrative procedures and communicates in Vietnamese through speech recognition and voice interaction. It can display information on screen, provide directions within the centre, disseminate public information and conduct post-service satisfaction surveys. The robot also assists staff in handling routine operational tasks.

An official at the Trang Bom PASC assists resident Le Kim Phung in completing administrative procedures using the AI-powered Smart Kiosk.

The initial results suggest that intelligent robots are gradually becoming valuable assistants at PASCs, helping modernize the way public services are delivered. This is also the broader goal of administrative reform: building a modern, professional and citizen-centred public administration system in which the satisfaction of both residents and businesses serves as the ultimate measure of service quality.

By H.Thao – Translated by M.Nguyet, Thu Ha