AI-powered robots help streamline public services
Local authorities in Lam Dong Province are piloting artificial intelligence-integrated service robots at commune-level public administration centers, aiming to build a “smart local government” model while improving efficiency and reducing waiting times for citizens.
At the Public Administrative Service Center in Phan Thiet Ward, the AI-powered “MISA robot” has been assisting residents with administrative procedures, including land-related matters, civil registration and legal documentation.
During her first visit to the Public Administrative Service Center for land-related procedures, Tran Thi Huong, a resident of Residential Group 40 in Phan Thiet Ward, was guided by the AI-powered MISA robot through the required procedures and documents for gifting property to her child, as well as tax exemption rules for transfers between family members.
“When I ask a question, the robot responds immediately,” Huong said. “If the question is unclear, it suggests how to ask again more accurately.”
According to Tran Nguyen Loc, chairman of the Phan Thiet Ward People’s Committee, the system helps residents and businesses quickly access information and complete procedures with greater accuracy, while reducing repeated trips and administrative delays.
“The robot is connected to public service databases, improving transparency and minimizing errors in document processing,” Loc said. “It also contributes to building a more professional, modern and citizen-friendly administration.”
Nguyen Hoai Nam, deputy director of the center, said the ward was formed less than a year ago through the merger of three former wards and now serves a population of more than 85,000 people. However, the center has only nine staff members handling hundreds of daily requests related to land, legal affairs, civil status and household registration.
“With such a heavy workload, staff cannot process applications and answer every question at the same time,” Nam said. “Since the robot was introduced, residents receive immediate support without interrupting ongoing administrative work.”
The AI system contains a database of more than 1,000 frequently asked questions and answers related to commune-level administrative procedures.
Phan Thiet Ward is the first commune-level locality in the southeastern area of the province to pilot the model. Tan Ha Lam Ha Commune has also begun testing the robot system, while several other localities — including Bac Ruong, Tanh Linh, Bac Binh, Phan Ri Cua and Hoa Thang — are preparing to deploy similar technology.
Officials say the initiative is part of a broader push toward digital government, digital society and digital citizens in Vietnam. Beyond easing administrative pressure, the robots are expected to strengthen digital skills among local officials and improve public satisfaction with government services.
