Hanoi residents welcome new conveniences in public service delivery

THE HANOI TIMES — Hanoi’s rollout of 15 free amenities is transforming the experience at public administrative centers, making services more professional and efficient in the eye of the residents.

At every center, citizens from August 1 can access free high-speed Wi-Fi to use online public services, download forms, and look up information.

The centers also have smart reception robots to guide users through the procedures and help them search for relevant information.

Other facilities include basic medical equipment such as first-aid kits, printers, photocopiers, pens, folders, snacks, drinking water, mobile phone charging stations, assistance with installing the VNeID and iHanoi apps, and support for creating digital signatures.

At the public service center in Cua Nam Ward, Le Van Thinh said that he is pleased with the availability of free Wi-Fi and printing services.

Online document submission becomes much easier thanks to helpful staff and well-equipped facilities, he said.

Do Thi Thao, a 70-year-old resident of Cau Giay Ward, found that a female staff member was very helpful when she came to complete paperwork to authorize someone to collect her pension.

“She helped me read and fill out the forms and even use the photocopier to make a free copy of my ID card. There are also free snacks and drinks,” she said.

At Tay Ho Ward, Dang Thi Hien said that she was pleasantly surprised by the attentive service, especially free printing services, snacks and drinks, and the robot assistant.

“Free snacks, coffee, tea, and water really make me feel less stressed while waiting for my turn. The robot is also amazing as it gives me a greeting and clear instructions,” she said.

“Though I am not entirely familiar with the steps, the AI robot creates a friendly and approachable atmosphere and makes the wait feel shorter.”

In Thien Loc Commune, residents also benefit from the new services. Officials print out the necessary forms in advance, and highlight the specific sections where people need to fill in information.

Local staff help older residents fill out their forms, and avoid mistakes or missing information, which could lead to delays.

In Thuong Phuc Commune, nearly 900 citizens and businesses have visited to complete administrative procedures after one month. So far, local authorities have solved nearly 600 cases early or on time, and are on track to meet the deadlines for the remainder.

Nguyen Cong Huan, a local resident, came to the center to verify personal identity. At first, he couldn’t complete his request due to the lack of required documents, but the guidance and support from the staff left him feeling satisfied.

“I come here unsure about some procedures, but the staff are very patient and helpful,” he said.

Measuring performance by people’s satisfaction

Officials say these efforts are part of a drive to measure performance by public satisfaction

On the national ranking system that measures citizen and business satisfaction with public administrative services, Thuong Phuc Commune maintained second place among Hanoi’s 126 wards and communes for two weeks.

By the end of July, the commune climbed to the first place, scoring top marks for transparency and citizen satisfaction.

Nguyen Duc Thinh, Deputy Chairman of the Thuong Phuc Commune People’s Committee, said that local staff measure their performance by public satisfaction.

“What matters most is that we resolve all legitimate concerns properly, sometimes even ahead of schedule,” he said.

Bui Duong, Director of Branch No. 1 at the city’s Public Administrative Service Center, said that the new services help citizens complete paperwork more thoroughly, which speeds up processing time.

“Previously, one file could take 30 to 45 minutes, sometimes an hour. Now it takes only 3 to 5 minutes,” he said.

Nguyen Van Hoi, Deputy Chief of Office of the People’s Council and People’s Committee in Thien Loc Commune, said that the new two-tier local government model pushes public employees to improve their accountability, attitudes, and performance in guiding people with administrative procedures and problem-solving.

“Tasks now have clear timelines, and there is no more delay or lack of focus. The new services help bring government closer to the people,” he said.

“These efforts build public trust in a friendlier and service-oriented government.”

Alongside these reforms, Hanoi is also expanding the iHanoi app into a “super app” for public services. One of the latest features is the introduction of two AI tools: an AI chatbot and an AI voice assistant.

The iHanoi chatbot helps citizens find information about police-related procedures such as residence registration, ID cards, driver’s licenses, and more.

With its user-friendly interface, people can simply type in questions and receive answers quickly, saving time and effort.

The AI voice assistant allows citizens to speak directly to an automated police operator.

The system has two options: one for administrative procedures and another for reporting crimes. Citizens can also call 1900 0113 for support from the AI call center.

This voice-enabled feature makes public services more accessible, especially for the elderly by eliminating the need for complex technology.

It’s a major step toward more convenient, citizen-friendly government services in Hanoi.