As the central area of Thai Nguyen Province, with a large population and consistently high demand for administrative procedure processing, Phan Dinh Phung Ward has proactively chosen digital transformation as a breakthrough solution to improve service quality. From investing in modern infrastructure and expanding online public services to deploying artificial intelligence platforms, the locality is gradually building an open, transparent administration that uses public satisfaction as its yardstick.
Local residents receiving guidance and support in completing AP at the Phan Dinh Phung Ward Public Administrative Service Center
Making digital transformation a breakthrough
Having determined that administrative reform must be closely linked to information technology application and digital transformation, Phan Dinh Phung Ward People's Committee has implemented a coordinated set of solutions to renew processes and improve the efficiency of management, administration, and service delivery to residents and businesses.
One of the highlights is the investment in and upgrading of the ward's Public Administrative Service Center toward a more modern and professional model. The Center is equipped with an automatic queuing system, information lookup screens, and a satisfaction evaluation system, thereby making processes public, ensuring transparent processing progress, and enhancing residents’ experience when conducting transactions. The reception, guidance, and result-return areas are arranged scientifically and conveniently, helping residents access public services more quickly and conveniently.
Along with in-person service infrastructure, the ward has placed particular emphasis on promoting the application of digital technology in receiving and processing administrative procedures. From July 2025 to the present, the ward has received nearly 25,000 applications, of which more than 21,000 were processed online. This result reflects a clear shift from traditional administrative methods to e-administration, helping reduce the workload of the “one-stop” division while saving residents time and travel costs.
Ward Public Administrative Service Center putting the “AI Kiosk for Public Administrative Services” into operation
Notably, Phan Dinh Phung Ward is one of the pioneering localities to put into operation a virtual assistant system and an artificial intelligence (AI)-integrated kiosk at its Public Administrative Service Center. With features such as facial recognition, chip-based citizen ID card scanning, information lookup support, and online application submission, this system helps residents proactively carry out many steps in the administrative procedure process, reducing dependence on direct guidance from officials.
Not stopping at the devices installed at the Center, the ward has also built and operates an AI assistant website on administrative procedures. Residents can look up information, ask questions, and receive detailed guidance anytime, anywhere. Putting digital platforms into service has gradually formed a smart administrative ecosystem, aiming for faster, more transparent, and more convenient service.
Ward leaders checking the operation of the “AI Kiosk for Public Administrative Services”
Sharing about this direction, Comrade Mai Trong Tan, Deputy Secretary of the Ward Party Committee and Chairman of the Phan Dinh Phung Ward People's Committee, said that amid an increasingly heavy workload and growing demands from residents, the locality has identified information technology application and digital transformation as an important solution to improve service quality. The ward always sets the goal of using public satisfaction as its yardstick, continuously renewing processes and applying technology to serve faster, more transparently, and more effectively.
Alongside investment in technology infrastructure, the ward places special emphasis on the human factor. Cadres and civil servants are regularly trained in digital skills, communication skills, and a sense of responsibility in performing public duties. Support models such as “Volunteer Youth Guiding Online Public Services” and community digital technology teams have been effectively deployed, helping residents, especially the elderly and disadvantaged people, gradually become familiar with technology and carry out administrative procedures in the digital environment.
Practical changes spreading trust among the People
These innovations in approach have brought clear results. Ms. Nguyen Thi Mai, a resident who came to complete procedures at the Phan Dinh Phung Ward Public Administrative Service Center, shared: “Before, I was rather reluctant to handle procedures because of the long wait. This time, I was guided by the young volunteers right at the Center, so it was very quick and convenient.”
In the land sector - one of the complex fields with a large volume of applications - the application of technology has helped shorten processing time and improve transparency. Mr. Tran Van Nam, a resident of Phan Dinh Phung Ward, said that he was guided to look up application progress on the system without having to make repeated trips; when results were available, he was also clearly notified, which helped residents feel more secure during the procedure process.
To achieve this result, the ward has proactively strengthened cooperation with technology units such as Viettel Thai Nguyen and Thai Nguyen University to research and deploy artificial intelligence and big data solutions, while also training digital skills for officials and residents. This is a methodical approach, demonstrating that the locality knows how to leverage intellectual and technological resources in society to meet the requirements of grassroots governance.
In addition, the ward is focused on promoting the digitization of records and building a shared database, minimizing the need for residents to resubmit documents multiple times. The administrative procedure process has been improved under the “5-on-the-spot” model, ensuring speed, transparency, and clear accountability.
Ward Youth Union assisting residents with AP
These efforts have brought positive results. In 2025, Phan Dinh Phung Ward ranked first in the province for the index evaluating the quality of service to residents and businesses in the performance of administrative procedures in the electronic environment, and ranked second for the administrative reform index and the satisfaction of organizations and individuals with administrative service. This result has helped make Phan Dinh Phung Ward the only ward-level unit recognized as a “Typical Commune/Ward” in 2025.
At present, Phan Dinh Phung Ward is gradually affirming its pioneering role in building digital government and a smart urban area. The application of information technology in processing administrative procedures not only helps improve the efficiency of state management but also contributes to building a modern, professional administration that serves residents better and better. With creative and effective practices drawn from reality, Phan Dinh Phung Ward is becoming a bright spot in the province’s digital transformation, helping spread the spirit of innovation to other localities across the province.