Turning AI into digital assistant

The development of artificial intelligence (AI) tools is becoming an effective support for officials, civil servants and public employees in searching, compiling and processing information. This is also an important requirement as Dong Nai rolls out the Digital Literacy for All campaign.

Dong Xoai Ward has put into operation robots supporting public administrative services and an intelligent reception robot.

When every official, civil servant and public employee knows how to harness AI as a “digital assistant,” the efficiency of public service delivery will be improved, contributing to the development of a modern public administration.

AI helps reduce workloads

Following the implementation of the two-tier local government model, the workload of Nguyen Minh Hoang, an official at the Office of the People's Council and People's Committee of Binh Long Ward, has increased significantly. Daily reports, statistics and documents require prompt and accurate processing. “To ensure that my assigned duties are not disrupted, I make effective use of specialized applications and technology software, particularly AI tools that help summarize documents, compile data and retrieve information more quickly. The technology has helped reduce my workload by about 80%. Tasks that previously took an entire day can now be completed in just a few hours,” Hoang said.

Hoang is not alone. Many officials and civil servants in Binh Long Ward are also proactively changing the way they work, actively learning and treating AI as an assistant for drafting documents, preparing reports, plans and speeches, as well as searching for information to support advisory work.

For the police force, effective use of AI, virtual assistants and digital platforms is bringing greater dynamism to legal communication. “Second Lieutenant Hoa Huong Duong” and “Second Lieutenant Sen Hong,” among others, are AI-powered legal assistants developed by Binh Long Ward Police. They are becoming trusted companions, actively helping residents with administrative procedures. Major Nguyen Tan Dat of Binh Long Ward Police said that from developing ideas and writing content to designing images and creating videos, AI has become an effective support tool. AI-assisted products posted on social media have attracted considerable public attention, particularly among young people. This has helped foster innovation in administrative reform and improve the effectiveness of legal dissemination and education.

Lieutenant Colonel Nguyen Hoai Thanh, Chief of Binh Long Ward Police, said technology has provided the police force with an effective assistant in population management. Examples include residence declarations, alerts on public security and order, and the receipt of reports, feedback and crime denunciations from residents through social media platforms and the VNeID application. These tools help police officers promptly grasp developments and effectively handle situations arising at the grassroots level.

AI supports administrative procedures

Amid efforts to streamline the apparatus and reorganize administrative units, the workload of officials, civil servants and public employees has increased significantly. Alongside the development of digital infrastructure and shared platforms, Dong Nai is focusing on strengthening the digital capabilities of its public-sector workforce. Digital skills training, AI application skills and the Digital Literacy for All campaign are expected to help officials, civil servants and public employees handle their duties more smoothly.

Thach Ni, Chairman of the Farmers' Association, Vice Chairman of the Vietnam Fatherland Front Committee of Thuan Loi Commune, has overcome age-related challenges to design applications serving association activities and create QR codes to facilitate public feedback on Party building and gather opinions from residents at the grassroots level. “I have no professional background in information technology, but faced with the need to handle a large workload, everyone has to learn on their own and apply AI in ways that suit their job requirements,” Thach Ni said.

Images of officials, civil servants and public employees diligently working at computers after office hours to learn how to edit websites and design QR codes are vivid evidence of the spirit of “serving the people” in the digital era. It is about transforming themselves to better perform their assigned duties.

A notable example is Dong Xoai Ward. Since the implementation of the two-tier local government model, the sharp increase in administrative applications and paperwork has prompted the ward to put into operation robots supporting public administrative services and an intelligent reception robot. With just a few commands, residents can receive detailed and specific guidance from the robots on the procedures involved in the administrative services they need. As a result, the time required to receive and process applications at various service counters has been reduced by about 60%. Tran Anh My, Director of the Dong Xoai Ward Public Administrative Service Center, said the application of high-tech and smart devices, together with specialized software and AI chatbots, not only eases pressure on professional staff but also helps residents develop habits of applying digital technology in their daily lives.

The Ministry of Science and Technology has set a target of providing basic digital skills training to 100% of officials, civil servants and public employees in 2026. Along this journey, many officials, civil servants and public employees in Dong Nai continue to learn, adapt and gradually turn AI into a practical tool supporting their daily work.

By Ngan Ha - Translated by Mai Nga, Thu Ha