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Many localities in Hai Phong are actively investing in infrastructure and modern equipment, while rolling out innovative models at public administrative service centers.
In the days leading up to the Lunar New Year, the working atmosphere at the Public Administrative Service Center of Thien Huong Ward has become more vibrant, as the facility has just completed an upgrade and expansion and has been put into operation. From what was once a cramped space, the center is now spacious and modern, creating more convenient conditions for residents to conduct transactions and complete administrative procedures.
With its floor area expanded from 80 square meters to 150 square meters, the center has been additionally equipped with a scanner, two photocopy machines, two information lookup terminals, and an automatic queue-number system. These investments help synchronize modern equipment and improve the quality of public service delivery.
Not only Thien Huong Ward, Le Ich Moc Ward has also recently completed the repair and expansion of its Public Administrative Service Center, increasing the area from 75 square meters to 150 square meters. The ward has invested in entirely new office furniture, arranged waiting seating areas for residents, and set up spaces for computers to look up information and submit applications online. In addition, two television screens have been installed to serve residents while waiting.
It can be seen that the focus on upgrading and expanding public administrative service centers not only addresses issues related to space and working conditions, but also demonstrates the determination of local authorities to place citizens at the center of service delivery, gradually building a professional and modern administrative system starting at the grassroots level.
Building on well-coordinated infrastructure investment, many localities across the city are actively rolling out new initiatives and innovative models, while maintaining the effective operation of existing ones, gradually moving toward the development of smart Public Administrative Service Centers.
According to Mr. Nguyen Cong Toan, Director of the Public Administrative Service Center of Thien Huong Ward, in addition to maintaining the mobile public administrative service model in residential groups since 2025, the center is accelerating the application of the “Smart Public Administrative Service Center” model to improve service delivery to citizens.
Specifically, information kiosks will feature instructional videos and QR codes guiding citizens through each administrative procedure. At the same time, computers at the center will be equipped with an AI-powered chatbot to support information lookup and provide answers to citizens’ inquiries regarding public administrative procedures.
Guidance on administrative procedures is still largely based on posted notices, paper documents, and direct interaction with civil servants. While this approach ensures compliance, it does not fully meet citizens’ needs for quick and proactive information access. As a result, many applications have to be supplemented multiple times, leading to increased time and costs for citizens and added pressure on civil servants. Therefore, the “Smart Electronic One-Stop Service Unit” model, supported by AI chatbots, is considered a suitable solution.
The AI chatbot will act as a digital assistant, providing continuous, consistent, and transparent information on administrative procedures. This helps citizens access public services anytime and anywhere, while also reducing repetitive inquiries for civil servants. In addition, service centers are equipped with scanners and digital signature devices in information lookup areas, enabling citizens to conveniently submit online applications via the National Public Service Portal.
At Le Ich Moc Ward, Ms. Dang Thi Xuan, Director of the ward’s Public Administrative Service Center, said that from January 1 to January 21, 2026, the center received 1,775 applications. Many citizens are still not proficient in submitting applications online. Therefore, the center is developing a plan to implement the “Volunteer Friday” model on a weekly basis, organizing livestream sessions to answer questions about administrative procedures, thereby helping increase the proportion of applications that are fully completed on the first submission.
According to Mr. Luong Thuy Lam, Vice Chairman of the People’s Committee of Luu Kiem Ward, after the new Public Administrative Service Center is put into operation, the ward will step up investment in equipment, enhance digital skills training for officials and civil servants, and roll out initiatives to improve administrative procedure processing in a faster and more efficient manner.
These concrete and practical measures demonstrate the determination of local authorities to innovate and develop modern, smart public administrative service centers, delivering better services to citizens right from the grassroots level.
Bui Huong
