Digital Technology Improves 2-Level Local Governance

In implementing the 2-level local government model, many provinces and cities nationwide have actively applied technology and promoted digital transformation to ensure the apparatus operates smoothly.

The AI-powered robot makes administrative procedures easier 

Experience from pioneering localities

Ho Chi Minh City is a typical example proving that, with proper preparation and correct direction, technology can become a key tool to streamline the apparatus, conserve resources and improve service quality for people and businesses. Mr. Lam Dinh Thang, Director of the Department of Science and Technology of Ho Chi Minh City, said that so far, the implementation of the 2-level local government model in the city has achieved many positive results, ensuring the required progress and quality.

After the rearrangement, Ho Chi Minh City now covers a natural area of over 6,772 km², with a population exceeding 14 million; the number of specialized agencies decreased from 21 to 15, down 28.5%; and commune-level administrative units were reduced to 168, down 61.9%.

Thanks to careful preparation, the city has successfully operated 168 People's Committees of wards, communes and special economic zones after the restructuring. Technology infrastructure has been ensured, including transmission systems and online conference platforms connecting the city with grassroots levels. Systems for administrative procedures, feedback handling via Portal 1022 (public service and citizen interaction platform) and executive document management have also been deployed in a synchronized and effective manner.

In particular, the city has cut and simplified 298 administrative procedures, saving 1,944 working days, equivalent to over 15,500 working hours.

According to the Department of Science and Technology, in the first two weeks of implementing the 2-level local government model, the administrative system received and processed more than 115,000 records, with the commune level handling over 71,000. The 1022 switchboard processed more than 4,200 requests, and the administrative document system received nearly 12,000 documents. Through implementation, Ho Chi Minh City has gained valuable experience. Most importantly, unified leadership and direction from the highest level, together with regular inspection, supervision mechanisms and timely professional support from central ministries and branches, are decisive factors to ensure progress and quality.

Mr. Lam Dinh Thang said that when the policy was issued, the city proactively developed a plan, closely coordinated with the localities of Binh Duong, Ba Ria-Vung Tau, and the Digital Transformation Center to begin implementation from March 2025. As a result, Ho Chi Minh City remained flexible when adjustments were made to the original schedule.

Additionally, dividing the work into appropriate phases allowed the city to concentrate resources on building essential digital infrastructure, prioritizing the operation of core systems, information technology infrastructure and shared digital platforms. Major technology enterprises were also mobilized to provide technical support for the facilities. Ho Chi Minh City quickly consolidated specialized personnel for digital transformation, with thousands of officials and civil servants in 168 new wards and communes undergoing intensive training to operate the system from the first day of implementation.

Despite many positive results, Ho Chi Minh City still faces numerous challenges in implementing the two-level model. The large volume of work within a short timeframe demands flexible adjustments to arising situations; facilities in some localities remain unsynchronized; staff psychology is affected by changes in location and job positions; and digital infrastructure is not yet consistent.

In terms of technology, the biggest challenge in the merger process lies in synchronizing and consolidating databases from previously fragmented systems, especially specialized data such as household registration, business licensing, taxes and population. This requires the connection and coordination of the Ministry of Science and Technology and the cooperation of central agencies, ministries and branches to standardize and ensure stable operation in the near future.

An AI-powered robot assists citizens at a public administration service center

Promoting national data standardization and integration

To support localities nationwide, the Ministry of Science and Technology has recently issued the Vietnam Digital Government Architecture Framework, version 4.0, which adjusts information systems to align with the new organizational model (central, provincial, communal), without a district-level structure.

At the same time, it released guidelines for implementing e-government and digital government to meet digital transformation goals while creating an interconnected data system between communal, provincial and central levels. The system integrates and receives 100% of public service records from people and businesses via the National Public Service Portal, and is ready to discontinue the Provincial Public Service Portals once localities request and commit to completing system adjustments and integration to ensure stable operation.

A highlight is that the Ministry of Science and Technology has commissioned and assigned leading digital technology enterprises in Vietnam to research and develop specialized virtual assistant platforms. Specifically, four virtual assistants support officials and civil servants in performing public duties, assist people in handling administrative procedures, provide legal information lookups and review legal documents. The application of AI virtual assistants is expected to facilitate a smoother, more transparent and effective transition to the 2-level local government model.

Based on overall orientations, the Ministry of Science and Technology has clearly identified key tasks to promote a synchronized and effective digital transformation process in the time ahead.

Deputy Minister of Science and Technology Pham Duc Long said the Ministry will develop and issue the National Digital Architecture Framework to ensure connectivity, synchronization and interoperability among agencies, in accordance with the government model from the central to the communal level.

At the same time, it will amend and supplement Decision 08/2023/QD-TTg to unify the management and investment model for the Centralized Data Transmission Network from the central to the communal level; and, in coordination with the Ministry of Finance, guide localities in building and operating the Intelligent Operation Center (IOC) to ensure interconnection and efficient use of information and data for the direction, administration and socio-economic development of localities.

The Ministry will also develop a framework to monitor and evaluate the progress and effectiveness of digital transformation activities within the political system and the satisfaction levels of people and businesses, integrating it into the Resolution 57 Information System. At the same time, it will preside over and coordinate with relevant ministries and branches, and direct technology and postal enterprises to address difficulties faced by localities in completing information technology systems, equipment, connections, and shared software serving the operations of local governments at two levels.

Regarding the implementation of online public services, Deputy Minister Pham Duc Long emphasized that the Ministry of Science and Technology will implement them seriously, ensuring effectiveness and substance, including reviewing and strictly preventing any requirement for people to provide duplicates of documents already available in national databases such as population, household registration, land and insurance, avoiding unnecessary costs and time. The ministry will also preside over and coordinate with the Ministry of Public Security, the Government Office, and localities to review, restructure processes, digitize and provide all administrative procedures (online public services) under the management and implementation scope of 2-level local governments, following a centralized implementation model to ensure consistency and synchronization on the National Public Service Portal.

Source: Vietnam Business Forum