On July 2, the Dong Tien Commune People’s Committee of Thanh Hoa City launched a comprehensive AI-powered kiosk system for public administrative services, becoming the first municipality in the central province to implement this technology to provide services to residents.
Participants launched an AI-powered kiosk system for public administrative services in Dong Tien commune, Thanh Hoa province. Photo: VNA
Unlike traditional smart kiosks, which are currently being piloted in several regions, the new system integrates artificial intelligence (AI) and can support users through almost the entire management process.
While traditional electronic kiosks primarily provide information retrieval and queue number services, new AI kiosks incorporate technologies such as AI, conversational virtual assistants, voice recognition, natural language processing (NLP), optical character recognition (OCR), and connectivity with the VNeID digital ID platform and national online public service system.
With this system, residents no longer have to remember the names of administrative procedures or search across multiple platforms. Simply enter the desired service, such as birth registration, temporary residence registration, or driver’s license renewal, and the AI kiosk automatically identifies the request, provides guidance on required documents, assists in filling out forms, digitizes documents, supports online submission, and allows users to track the progress of the process.
Du Fou Quyet, Secretary of the Communist Party Committee and Chairman of the Communist People’s Council, said that the application of AI has changed the approach to government services from a model in which residents search for procedures on their own to one in which AI actively assists in completing procedures and simplifies access to public services.
Dong Tien Public Service Center currently has five employees responsible for receiving and processing administrative applications. As workloads continue to grow, AI kiosks are expected to significantly reduce repetitive tasks such as providing initial guidance, finding instructions, reviewing documentation requirements, and answering frequently asked questions.
Prior to formal implementation, the system was piloted in 11 administrative procedures. Initial results are promising, with processing times for some simple public services reduced to about one minute per application, and online applications taking an average of just 1.4 minutes. AI has also helped reduce incomplete or inaccurate claims and the number of return visits needed to supplement documentation.
According to solution provider Tan Thanh Phuong Technology Development Investment JSC, the kiosk is designed with a user-friendly interface, offering voice interaction, step-by-step visual guidance, and adjustable speaking speed and volume to better support the elderly and users with limited digital skills.
Before Dong Tien introduced comprehensive AI kiosks, Thanh Hoa had already started applying technology to government services. Since March 31, the Provincial People’s Committee, in cooperation with the Vietnam Bank for Agriculture and Rural Development (Agribank), has piloted smart kiosks and digital authentication and electronic document copy issuance systems at 10 locations, including the one-stop-shop unit of the provincial police and the administrative service centers of nine communes and districts (Hac Thanh, Ham Long, Dong Son, Dong Quang, Dong Tien, Sam). Song, Truison, Hoang Hoa, Kim Tan.
In the pilot model, residents can scan original documents directly at the kiosk. The system uses AI-assisted recognition technology to automatically verify document validity, authenticate information, and forward applications to authorities for processing. As a result, the time required to issue a legally valid electronic copy has been reduced from approximately 15 minutes to 3 to 5 minutes.
