Virtual Assistant Accompanying Civil Servants in the Post-Provincial Merger Era

In the context of innovating the organizational model of local government, the application of digital technology is becoming an inevitable trend to improve the efficiency of management and service to the people. One of the outstanding solutions recently is the Virtual Assistant for civil servants, a tool developed to support quick answers to unclear questions, especially issues related to the authority of civil servants, the tasks of management levels or public service processing procedures.

1. The two-tier local government model officially operates nationwide

Since July 1, the two-tier local government model has been operating synchronously nationwide. This is an important step to streamline the apparatus, improve operational efficiency, and at the same time be in line with the national digital transformation trend. This change directly affects nearly 1.5 million officials and civil servants working at the commune, ward, provincial and city levels.

With such a large scale of influence, the need to be equipped with tools to support quick and accurate information lookup is essential. To meet this requirement, the National Digital Transformation Agency - Ministry of Science and Technology has collaborated with Viettel Data Services and Artificial Intelligence Center (Viettel AI) to develop a Virtual Assistant specifically for civil servants.

1.1. Virtual assistant for civil servants

The first highlight of the Civil Servants Virtual Assistant is the standardized data platform. According to information from the development team, the system is built on a data source that is distilled and digitized from 28 decrees, covering 19 areas of state management and supporting the search of up to 2,700 different tasks.

Thanks to that, this virtual assistant is not just a simple automatic answering tool but is essentially a legal database ready to support civil servants in looking up and referring to specific regulations when necessary. Notably, this tool was introduced to 1.5 million civil servants at the Training Conference on the organization and operation of two-level local government apparatus, held in mid-June.

1.2. Look up information easily, quickly and accurately

With the Virtual Assistant for Civil Servants, civil servants no longer have to spend a lot of time manually searching, flipping through legal documents or asking questions of colleagues. With just an internet-connected device such as a computer, smartphone or tablet, civil servants can ask questions directly to the virtual assistant anytime, 24/7.

The system will immediately provide clear answers, in the context of the work, with references to relevant terms and legal documents. This ensures transparency, high accuracy and helps users feel more secure when making decisions on handling public affairs.

1.3. Smart query capabilities and illustrative examples

A typical example demonstrating the superiority of the Virtual Assistant for civil servants is when handling specific questions. For example, with the question "What is the responsibility of the commune level in vaccination management?", if using conventional search tools, officials will receive millions of results, but the information is often fragmented, difficult to filter and takes a long time to compare.

Meanwhile, the Virtual Assistant for civil servants will immediately provide accurate content, along with specific quotes of relevant provisions and decrees. Thanks to that, civil servants not only receive correct information but also clearly understand the legal basis for implementation, limiting errors when performing tasks.

1.4. Specific management areas and policy impacts

One of the notable highlights is that the virtual assistant is designed to closely follow key management areas under the management of the Ministry of Science and Technology as well as related ministries and branches.

Specifically, from July 1, the People's Committees at the commune level will have additional responsibility for state management of product and goods quality, and investment in information technology applications using budget funds within the scope of their tasks and powers. This is new content, requiring grassroots officials to have a firm grasp of regulations and implementation procedures to avoid overlap or incorrect implementation.

In the telecommunications sector, the granting, amendment, supplementation, re-granting, and extension of telecommunications service licenses provided on the fixed-line telecommunications network will be carried out by the People's Committee of the province where the enterprise has its headquarters.

In the field of intellectual property, the recognition of organizations that meet the conditions for providing industrial property representation services is also under the authority of the provincial People's Committee.

1.5. Save time, increase work efficiency

The most important thing that the Virtual Assistant for Civil Servants brings is the value of saving time for civil servants. In reality, many civil servants have to flip through hundreds of pages of decrees, search for information, or even have to ask colleagues over and over again to get the correct answer.

The development team shared: “Civil servants will not have to waste time flipping through each page of the decree or struggling to find answers from colleagues. They just need to type in the question, the virtual assistant and the system will provide the answer immediately.”

Thanks to that, administrative work is handled transparently and quickly, minimizing overlap and inconsistency in the application of legal regulations.

1.6. Always update and expand data

According to Viettel AI representative, the Virtual Assistant for Civil Servants will not stop at the current lookup function but will be continuously updated. Question and answer data will be expanded to legal documents, tasks, targets, figures, work processes and even internal documents of agencies and units.

This means that civil servants will have more powerful support tools, serving many stages from looking up regulations, making reports, to managing indicators and data. This is also an important preparation step towards building a comprehensive and sustainable digital business ecosystem.

1.7. Automation and open platform for e-administration

Not only stopping at searching, Virtual Assistant for civil servants will move towards automating some basic administrative tasks, contributing to reducing the amount of repetitive work. The further goal is to form an open platform for e-administration, creating favorable conditions for management agencies to connect, share data, coordinate work quickly and transparently.

When administrative processes are standardized and automated, civil servants will have more time to focus on management tasks, policy planning, supervision and service to people and businesses.

2. The task of building a virtual assistant system is assigned by the Government.

The importance of the Virtual Assistant project for civil servants is demonstrated by the fact that the Government's Steering Committee on administrative unit arrangement and building a two-level local government model has assigned this task to the Ministry of Science and Technology to implement, according to an official dispatch dated June 4.

This affirms the central role of virtual assistant tools in the national digital transformation process, especially in the context of administrative units being arranged and streamlined to optimize the apparatus.

2.1. Administrative unit size after arrangement

After completing the reorganization process, the country will have 34 provincial-level administrative units and 3,321 commune-level administrative units. Under the new model, the district level will no longer be maintained, replaced by a two-level local government, including the provincial level and the grassroots level.

This streamlining of the apparatus requires civil servants at all levels to adapt quickly, grasp new regulations and coordinate closely between levels. In that context, the Civil Servant Virtual Assistant is expected to become a "digital right-hand man" to support work, ensure smooth information flow, and minimize the risk of misapplication of regulations.

2.2. Synchronized connection, aiming to serve people better

Last but not least, putting the Virtual Assistant for civil servants into synchronous operation nationwide is also a big step forward in improving the quality of service for people and businesses. When civil servants are supported with quick search tools, work is processed accurately and transparently, administrative procedures will be shortened, saving time and costs for the whole society.

At the same time, with a long-term vision, the Virtual Assistant for Civil Servants will continue to develop to support people in looking up administrative procedures, creating a digital ecosystem connecting the government - civil servants - people, in line with the spirit of Digital Government and Digital Society that Vietnam is aiming for.

In general, the Virtual Assistant for Civil Servants is not only a lookup software, but also a testament to the effort to apply artificial intelligence (AI) in administrative reform. This tool promises to become a powerful assistant, helping nearly 1.5 million civil servants improve their working capacity, save time, standardize processes, thereby better serving people and businesses.

In the context of the two-tier local government model officially operating, the accompaniment of digital technology, especially virtual assistant platforms like this, will play a key role in realizing the goal of modernizing the administrative apparatus, creating a professional, transparent, and effective working environment, contributing to the country's sustainable development and innovation.