Tuyen Quang: Virtual assistant boosts efficiency at commune-level government

From July 1, 2025, as the two-tier local government model is officially implemented, Tuyen Quang province has taken a notable step forward at the grassroots level with the adoption of a virtual assistant for civil servants to help determine administrative authority. This breakthrough solution has significantly enhanced public service delivery and accelerated digital transformation from the ground up.

The virtual assistant for civil servants helps commune-level officials quickly look up legal regulations and accurately determine their jurisdiction while performing official duties.

At Thai Hoa commune, the virtual assistant has become an effective tool for staff to quickly verify their authority, cite relevant legal bases, and process tasks more accurately. Not only technical staff, but also commune leaders regularly use the system to support decision-making and executive duties.

According to leaders in Ban May commune, the use of the virtual assistant has shortened task processing time, improved confidence, and increased autonomy among civil servants - especially crucial amid recent updates to legal documents in line with the new two-tier governance model.

The virtual assistant was developed by Viettel’s Center for Data Services and Artificial Intelligence (Viettel AI) under the Government’s directive, in coordination with the National Digital Transformation Agency (Ministry of Science and Technology). The system is built on a standardized legal database drawn from 28 government decrees covering 19 state management sectors. It can support over 2,700 administrative tasks with detailed legal references.

With natural language interaction capabilities, the tool allows officials to ask questions in everyday Vietnamese and receive contextually accurate responses, complete with legal citations and appropriate administrative levels. This represents a major improvement in productivity, transparency, and efficiency.

As of July 2025, Tuyen Quang ranks 4th out of 34 provinces and cities nationwide in the performance index for serving citizens and businesses in administrative procedures, demonstrating the practical success of applying digital tools in local governance.

The implementation of the virtual assistant not only helps civil servants “understand their authority and do the job right,” but also improves public satisfaction and trust. It marks an important step in modernizing public administration, building an effective and people-centered government.

Mai Dung