Hanoi’s 45-day digital transformation drive shows early results, boosts grassroots services

THE HANOI TIMES — Hanoi’s ambitious 45-day digital transformation campaign is already reshaping administrative services at the grassroots level, with early results showing expanded online procedures, greater public engagement, and new technology applications across communes and wards.

The campaign, launched by the Hanoi People’s Committee on July 24, is part of the capital’s transition to a two-tier local government model that came into effect on July 1. It seeks to accelerate digital adoption at the commune and ward level, improve service delivery, and foster a digitally skilled local workforce.

These developments were highlighted at a talk show organized on August 5 by Kinh te & Do thi (Economic and Urban) Newspaper, where officials, experts, and community representatives shared updates and challenges from the field.

In just two weeks, commune-level administrative procedures available to citizens have surged from 112 to 559, allowing residents to complete services locally instead of traveling to district offices as they did previously.

Digital platforms are seeing a notable rise in usage, including the iHanoi app has logged more than 3,500 public feedback submissions and 1,700 new user registrations, while the city’s 1022 hotline has also received nearly 1,800 calls.

According to Bui Duong, Director of Branch One of Hanoi’s Public Administrative Service Center, technology has played a key role in improving efficiency. At Hanoi’s public administrative service centers, AI-powered robots are streamlining processes such as issuing queue numbers, guiding citizens, and processing submissions. “One robot alone has handled over 2,000 procedures since the campaign began.”

“These tools not only reduce waiting times but also enhance the overall citizen experience,” said Duong, noting the potential for wider deployment.

The campaign has galvanized the entire political system, from municipal departments to grassroots communities. Thousands of civil servants, youth union members, and volunteers have joined the effort.

Nearly 150 students from technical and media universities have been mobilized to support commune and ward offices, providing on-the-spot assistance for both civil servants and residents navigating online services. In parallel, digital signatures for government staff have been issued at 174 sites, facilitating secure electronic transactions and document handling.

Ung Hoa Commune has emerged as an early example of success.

Vice Chairman of Ung Hoa Commune People’s Committee Nguyen Duc Vuong reported that the rate of handling online administrative procedures jumped from 40% to nearly 78% after the campaign’s launch.

Vuong said local authorities established a steering committee and deployed 57 mobile digital teams to assist residents directly at their homes. “These teams, staffed by trained personnel and volunteers, focus on guiding citizens through the use of online platforms and ensuring timely completion of procedures.”

Other localities are adopting creative strategies. In Cua Nam Ward, a central Hanoi neighborhood, authorities formed a “tech rescue” team in partnership with private companies to provide round-the-clock digital support. The ward also dispatched 28 community teams to households, teaching basic digital skills and offering hands-on guidance to elderly residents.

Bo De Ward has likewise mobilized youth volunteers in rotating shifts. Each day, they process more than 1,000 administrative records and assist over 200 residents, combining energy and patience to help those unfamiliar with digital tools.

While momentum is strong, officials acknowledge ongoing challenges. Uneven internet coverage and a shortage of tech-savvy personnel remain hurdles in some areas. More critically, many older residents are hesitant to adopt digital services, underscoring the need for tailored training and outreach.

Nguyen Van Hiep, Party Secretary of Residential Group No. 1 in Cua Nam Ward, emphasized the importance of inclusive digital literacy, saying that every household should have at least one member proficient with the National Public Service Portal.

“Party members, especially, must lead by example in mastering online procedures,” said Hiep.

The campaign’s organizers are addressing these issues through community-based training sessions and door-to-door support, aiming to ensure no resident is left behind in Hanoi’s digital transition.

Private sector contributions

The role of private enterprises is also expanding. Phenikaa-X, a local technology firm, has supplied AI-powered robots to public offices and is working to upgrade their capabilities.

Le Quang Hiep, Chief Commercial Officer of Phenikaa-X, said the robots already handle basic tasks like issuing queue numbers and offering guidance.

“We’re now developing new functions, such as tax code lookup and identity verification, to make them even more useful,” said Hiep.

Such innovations, he added, are helping create a more welcoming and transparent environment at government service points.

Nguyen Thanh Loi, Editor-in-Chief of Kinh te & Do thi, noted that the 45-day campaign is a short-term push but it represents a critical step toward Hanoi’s long-term goal of building a digital government that is efficient, accessible, and citizen-focused.

“Through careful preparation in both human resources and infrastructure, the campaign has addressed key bottlenecks in the transition to the two-tier government model,” said Loi.

This is laying the foundation for deeper administrative reforms and better services for residents.”

The campaign’s success, participants agreed, hinges on sustained coordination among government agencies, community organizations, and private enterprises. With continued momentum, Hanoi aims to turn early gains into lasting improvements, ensuring that digital transformation reaches every corner of the city.