Effective implementation of digital citizenship
At the Public Administrative Service Centre of Xuan Huong-Da Lat Ward, two AI robots have been placed in the reception area, bringing a new look to administrative procedures. Residents visiting the centre can communicate directly with the robots in Vietnamese to find out about application requirements, procedures and the documents they need to prepare. Put into operation in August 2026, the two robots are integrated with data on administrative procedures under the ward-level authorities’ jurisdiction.
The system can retrieve information and provide guidance quickly, operate continuously and assist with hundreds of consultations. Residents can also access the advisory software via QR codes to learn about procedures before visiting the administrative office, reducing the likelihood of missing documents and having to make repeated trips.
Tran Thi Bich Hien, a resident of Xuan Huong-Da Lat Ward, said she was pleasantly surprised when the robot proactively greeted her and offered guidance during her visit to complete administrative procedures. Having obtained the necessary information in advance, she was able to go directly to the appropriate counter to submit her documents. This approach, she said, saved time and made the process more convenient.
According to Pham Tan Long, Deputy Director of the ward’s Public Administrative Service Centre, the main advantage of AI robots lies in their ability to consolidate information on administrative procedures across multiple fields. While each official is usually responsible for and familiar with a particular group of professional tasks, the system can retrieve information across various fields to assist residents. This allows officials to spend less time explaining common procedures and focus more on checking, receiving and processing applications.
Xuan Huong-Da Lat Ward covers more than 73.4 square kilometres and has a population of over 103,000. Its large population, together with vibrant economic, commercial, service and tourism activities, places increasingly high demands on local governance, administration and the quality of public services.
Nguyen Van Loc, Secretary of the ward Party Committee, said that the implementation of Politburo Resolution No. 57 on breakthroughs in the development of science and technology, innovation and national digital transformation had been identified as a consistent priority. The ward Party Committee and authorities have established a steering committee for science and technology development, innovation, digital transformation and Project 06. They have also consolidated community-based digital technology teams and organised training courses on digital transformation, artificial intelligence and information security. These efforts aim to change working methods and improve the operational efficiency of the grassroots political system.
The “Xuan Huong-Da Lat Digital Citizen” application officially began operating in mid-2026, making the ward the first locality in Lam Dong Province to introduce a digital citizen application at commune level. The platform integrates specialised mini-apps and a Zalo Official Account, providing information on education, healthcare, transport and public services. It also enables users to look up information, submit applications and track the progress of administrative procedures.
Residents can use the application to submit feedback and recommendations concerning urban order, construction, traffic, public security, the environment, food safety and market prices. The platform also caters to tourists by providing information on attractions, cultural heritage sites, accommodation establishments and tourism services.
Le Phuong Uyen, a visitor from Dong Nai City, said she had used the application before her trip to Da Lat to look up hotels, tourist attractions and cultural heritage sites, making it easier for her family to choose suitable services.
Technology delivers practical benefits
Digital transformation only becomes meaningful when residents can use and experience its benefits in their daily lives. With this in mind, Xuan Huong-Da Lat Ward is focusing on integrating technology into every stage of administrative work while expanding digital models to residential areas, traditional markets, schools and business activities.
According to Tran Thi Vu Loan, Chairwoman of the ward People’s Committee, the digital bridge connecting the authorities with residents represents progress in administrative reform, digital transformation and the development of a service-oriented government. More importantly, the application provides the authorities with an additional channel to listen to residents more promptly, handle issues in a timely manner and make the results of their work more transparent.
Nguyen Van Thiem, a local resident, said that he previously had to make several trips whenever he needed to complete paperwork. Now, with officials guiding him through online submissions, he can track the progress of his applications on his phone, making the process much more convenient.
Recently, the ward’s Public Administrative Service Centre also introduced four devices to collect residents’ satisfaction ratings at counters for receiving applications and returning results.
Pham Tan Long said the devices had been placed at counters handling complicated administrative procedures, those involving vulnerable groups and people with meritorious service, as well as procedures that generate large volumes of applications. This is one of the technological solutions being adopted to promote digital transformation and build a modern, transparent and professional public administration that places residents at the centre of service delivery.
Xuan Huong-Da Lat Ward has also introduced initiatives to reform management methods, shorten processing times and improve public services. These include digitising the management of penalties for construction-related violations and construction permit procedures to improve the effectiveness of State management in the construction sector; providing support for the certification of signatures on letters of authorisation outside administrative offices for people with legitimate difficulties; and introducing monthly monitoring and scoring of administrative reform performance.
Other measures include improving officials’ accountability, expanding online public services and making greater use of QR codes, AI, administrative robots and resident satisfaction surveys.
To ensure that technology reaches residents, the locality is placing emphasis on the role of community-based digital technology teams. The ward currently has 77 such teams with 418 members, who directly assist residents in using the VNeID application, online public services and cashless payment services, as well as identifying online scam tactics. Their guiding principle is to visit every household, provide individual guidance and offer support until residents can use the services themselves.
In the commercial sector, the “Da Lat Digital Market” model is bringing visible changes to business activities at traditional markets. All of the more than 1,300 businesses operating at the market have registered and adopted QR codes. Payments for fees related to the use of market stalls are now made cashlessly through the Zalo Official Account.
Digital transformation has also been introduced into education. Students are given access to STEM, robotics and artificial intelligence activities, as well as training in online safety skills. In the 2025-2026 academic year, all educational institutions in the ward achieved Level 3 in digital transformation. This provides a foundation for developing digital skills among young people and equipping them to meet future development requirements.
Tran Thi Vu Loan, Chairwoman of the ward People’s Committee, said that in the coming period, the locality would continue to improve its infrastructure, data systems and digital platforms; enhance the quality of online public services; strengthen the role of community-based digital technology teams; and expand the application of artificial intelligence in management and administration. The ultimate goal is to ensure that all residents can access, use and benefit from the achievements of digital transformation.
