From being unfamiliar, now, people coming to the Cua Nam Ward Public Administration Service Point (Ha Noi) have gradually become familiar with the presence of a special employee — an AI Robot.
Technology creates a breakthrough
As soon as she entered the door, Nguyen Minh Thu (from Tran Hung Dao Street, Cua Nam Ward) was welcomed by an AI Robot, provided with free drinking water, given a queue number, and guided in looking up procedures. Thu said: “I was quite surprised to experience getting a queue number through the AI Robot. The robot interacted quite naturally, helping me feel more comfortable when carrying out administrative procedures.”
According to Trinh Ngoc Tram, Vice Chairman of the People’s Committee of Cua Nam Ward, the AI Robot is not only a technological device but also a “friendly administrative staff member”, actively and effectively supporting and bringing interesting experiences to the people. Currently, AI Robots perform functions such as service consulting and automatic queue number issuance, online feedback collection and sending, water and candy distribution in the waiting area, on-site consulting and support, and so on.
Another technology product that Ha Noi City focuses on developing is the iHanoi application, which is being built to become a “super application"” integrating many features. The Ha Noi City Public Administration Service Centre said that from October 1, 2025, the centre will officially deploy a new method of getting a queue number for online public services on this application. Instead of having to come early to get a number directly, waiting for your turn to be resolved, people and businesses can register to get a queue number online right on the iHanoi application for the current day or the next six days.
Ha Noi City Police have also deployed two new features on the iHanoi application including AI Chatbot Virtual Assistant and AI Call Centre. The AI Chatbot virtual assistant helps citizens ask and answer questions related to administrative procedures undertaken by the police force, including services such as residence registration, ID card issuance, driver's license issuance, etc. With the AI Call Centre feature, citizens can chat with AI staff of the Police Department via voice.
The goal that Ha Noi is aiming for is to deploy online public services, submit and process administrative procedures completely in the digital environment. Regarding infrastructure, the city makes the most of available equipment, and at the same time invests in a modern information technology system, ensures data connection with the National Public Service Portal, VNeID application, and ensures information security.
Notably, Ha Noi is deploying a Smart Operations Centre, testing artificial intelligence in management; the city’s data infrastructure system continues to be strengthened. The government’s dedicated data transmission network has connected 625 points. LGSP data sharing and integration platform maintains stable operation, connecting 28 national data categories and eight specialised systems...
To encourage people and businesses to perform online public services, Ha Noi City applies a maximum postage fee support of 26,000 VND/pax until December 31, 2025. For people with meritorious services, social protection beneficiaries, employees of service providers supporting the implementation of online public services; receiving and transferring mobile administrative procedure files.
A representative of the Hanoi City Public Administration Service Centre said that the results of handling electronic administrative procedures of online submitted files will be returned to the iHanoi account or personal wallet in the public service account. The centre provides maximum support so that people and businesses can perform administrative procedures conveniently and quickly regardless of administrative boundaries, ensuring timely and correct reception in the electronic environment.
Along with the application of science and technology and upgrading modern equipment, people are the decisive factor. The city has simultaneously opened training courses and fostered digital skills for thousands of officials. 100% of communes and wards have arranged civil servants with information technology expertise to take charge of digital transformation, creating a smooth “blood vessel” for the government system.
Ha Noi City has deployed the “Digital Education for All” movement and the “45 days and nights to support digital transformation activities in communes and wards in the initial phase of operating the two-tier local government model” campaign; focusing on ensuring adequate provision of human resources and technical infrastructure; and building a strong digital community support force and supporting vulnerable groups to access online public services. These are considered key solutions for the city to ensure technical support and timely professional answers for people right at the grassroots level, creating a widespread support network.
Deputy Director of the Ha Noi Department of Science and Technology Nguyen Viet Hung said that the Department has coordinated with units to organise training for support forces. 600 youth union members, 150 information technology and telecommunications students from universities and colleges have been mobilised, working day and night in communes and wards, guiding people to use online public services, cashless payments, install VNeID, pay taxes electronically, etc. Along with that, 174 digital signatures have been issued to officials, civil servants and organisations; internet infrastructure has been upgraded, digital equipment has been provided to the grassroots level.
Modern and efficient service-oriented administrative system
The application of technology has helped Ha Noi’s administrative procedure reception and settlement work achieve positive results right from the beginning of the new government model.
From July 1 to September 23, 2025, the city received 531,269 dossiers. Notably, the number of online dossiers exceeded the number of dossiers submitted directly, accounting for 59.71%, reflecting a strong change in people's administrative procedure implementation habits.
Many localities have a high rate of online dossiers such as Kim Lien Ward (with 5,364 online dossiers, more than 3 times the number of dossiers submitted directly) and Thu Lam Commune (with online dossiers accounting for more than 60%). In the last months of 2025, the Public Administration Service Centre will receive 100% of dossiers online, of which at least 20% of the records are received online throughout the process.
Despite having achieved positive results, the application of technology to the settlement of administrative procedures in Hanoi still has a long way to go. Director of the Ha Noi City Public Administration Service Centre Cu Ngoc Trang said that the rate of overdue records is currently still 0.15%. The main reason is that the equipment in some communes is old, the network is slow, and there is a lack of scanners and information lookup machines. Some procedures still require notarised copies (such as construction permits and food safety facility certificates), causing inconvenience when implementing the entire process online. The team in charge of receiving and returning results has just been assigned the task and is not yet familiar with the operations and procedures...
In the face of difficulties arising from practice, the city will continue to focus on investing in facilities and equipment; Improve standards and norms for the use of equipment and working offices of branches and reception points to ensure that services for citizens and business organisations are thoughtful, synchronous, and modern. In addition, the city will consider perfecting the model of the Public Administration Service Centre according to the one-level model.
Tran Sy Thanh, Chairman of the Hanoi People’s Committee, said that the city is steadfast in administrative reform, decentralisation, and digital transformation towards a serving, modern, and effective administration. The city will continue to review processes and reduce administrative procedures on the technology platform.
