Connecting through technology, building through culture

Digital platforms are creating more opportunities for local authorities and residents to connect, from neighborhood Zalo and Facebook groups to digital citizen apps. However, technology can only realize its full potential when users communicate respectfully, submit reports responsibly and engage in constructive dialogue.

In many residential areas, Zalo and Facebook groups have become everyday channels for sharing information. Residents can quickly report problems such as improper waste disposal, dogs roaming loose and fouling public spaces, sidewalk encroachment and possible threats to public security and order. These reports help local officials keep abreast of developments and coordinate responses. Information from local authorities can also reach residents more easily, helping narrow the gap between the authorities and the community.

Yet such convenient communication channels do not automatically foster respectful online behavior. False information can be shared at a breakneck speed, while photos and personal information may be posted in group chats to criticize or accuse individuals. At times, minor issues escalate into serious disputes, fueled by herd mentality, emotionally charged comments, intemperate language and even a lack of respect for others.

Alongside social media, Dong Nai has introduced the Dong Nai Digital Citizen (Dong Nai City) app as another channel for connecting residents with local authorities. While Zalo and Facebook groups facilitate quick exchanges and information sharing within communities, the Dong Nai City app integrates useful features such as online public services, information searches and reports on local issues, aiming to bring multiple interaction channels together on a single digital platform. This is a notable step toward building a digital government that places residents at the center of public service delivery. Submitted information can be routed to the relevant unit, forwarded to the responsible agency and tracked through the processing stage and outcome in accordance with the system's functions.

However, the availability of an app does not guarantee that every report will be resolved promptly or that all outcomes will be made public. Practical effectiveness depends on operating procedures, the capacity to handle reports and the accountability of the agencies involved. For residents, reporting an issue through the app means more than uploading a photo or filing a brief report. They also need to provide accurate information, specify the location and time, describe the nature of the incident, supply supporting evidence when necessary and avoid personal attacks.

The development of Dong Nai City app and the maintenance of community Zalo and Facebook groups complement each other, making it easier for residents and local authorities to communicate and exchange information.

Municipal and grassroots authorities need to maintain accessible information channels and guide residents in using them appropriately. They should clearly identify points of contact, explain reporting procedures and define responsibilities; regularly assess public satisfaction and the quality of responses; and promote respectful, responsible and thoughtful behavior online. A constructive, evidence-based suggestion, a timely response or a discussion based on mutual respect can all contribute to making Dong Nai a more civilized, modern and happier city.

By  Hai Yen – Translated by M.Nguyet,  Thu Ha