Meeting... robot at the local commune

Citizens treated as 'VIP guests'

“Hello! I can assist you with administrative procedures. Please let me know the specific issue you are facing,” the voice of the “robot staff Phuong Thao,” positioned to the right of the entrance at the Trieu Son Commune Public Service Center (Thanh Hoa), clearly announced.

When we arrived, Mr. Le Van Nga stood awkwardly in front of the screen, his hands trembling slightly from unfamiliarity. Having spent his whole life in the fields, this was his first encounter with a “virtual assistant,” leaving him both surprised and delighted. A staff member stood beside him, patiently guiding him, and he leaned in, listening to each instruction and carefully following every step.

Unlike the crowded, jostling scenes often seen elsewhere, the Trieu Son Commune Public Service Center was noticeably more orderly. Citizens no longer had to line up at counters; they simply press a button to take a number and wait for their turn. The rows of chairs were neatly arranged, some people scrolling on their phones, others chatting quietly, occasionally glancing at the robot spinning with its green lights atop the counter.

Now, citizens no longer struggle with small-print instruction sheets or have to wait for a staff member to be available to ask questions. When applying for a birth certificate, the robot clearly guides them: citizens need the birth record, ID card, and the application form. For land-use rights transfers, selecting the appropriate menu on the screen prompts the robot to show every step, from submitting the file to the timeline for receiving results. All information is clear and easy to follow, ensuring citizens don’t miss any documents.

Ms. Tran Thi Van, Deputy Director of the Trieu Son Commune Public Administration Service Center, shared that installing the virtual assistant robot at the center is an important pilot step in the commune-level digital transformation, funded by the local budget. 

“Previously, when handling administrative procedures, many citizens did not know which documents to prepare. They often had to travel long distances to ask staff step by step, causing overload for the employees. Now, citizens can simply ask the robot, and the system guides them through each procedure and step in detail. This reduces the need for staff to answer the same question dozens of times a day, while citizens become more proactive, convenient, and feel respected,” Ms. Van said.

According to Ms. Van, Trieu Son Commune is among the pioneering units in Thanh Hoa province to apply artificial intelligence in the receipt and guidance of administrative procedures. The virtual assistant not only answers questions but can also meet citizens’ needs. If a request is unclear, the system automatically asks follow-up questions to determine whether it involves a land transfer, the issuance of a land use certificate, or a change in land use purpose. Each step is clearly suggested.

Interestingly, when the first person completes a procedure successfully, they share their experience with the next person. Today, the robot and citizens converse like friends, creating a sense of closeness, convenience, and friendliness in administrative interactions.

“The center has only 10 staff members but must serve more than 54,000 residents and handle a massive volume of online applications,” Ms. Van revealed.

‘Virtual assistant’ both supervises staff and serves the public

Mr. Nguyen Van Son, Vice Chairman of Trieu Son Commune, emphasized that a key feature of the robot system is that all answers are updated from the national database and fully comply with legal regulations.

“The robot’s voice is loud, clear, and articulate, so when answering a question, everyone nearby can hear and grasp the information. This allows those facing similar situations to prepare their documents without waiting in line. At the same time, the staff seated nearby cannot provide incorrect or contradictory information. This approach is both transparent and eliminates common hassles and mistakes in handling procedures in the past,” Mr. Son explained.

Thanks to this technology, all processes have become more transparent, faster, and more accurate. The robot not only assists citizens but also enhances the accountability and efficiency of staff ensuring that officials perform correctly, promptly, and provide professional service, creating a more citizen-friendly and modern public administration environment.

With the transparency and accuracy of the virtual assistant system, citizens are increasingly confident and willing to use online services. Procedures such as birth registration, marriage registration, construction permits, and residency confirmation can now be completed entirely online without the need to visit the commune office.

Some specialized procedures, such as those related to land, still require presenting original documents for verification. However, thanks to prior guidance and checks through the system, citizens significantly reduce waiting time, and procedures are handled more quickly and conveniently.

Mr. Sơn emphasized: "In Trieu Son, digital transformation is not just about installing robots or software; it is about changing the way the government serves and engages with citizens. We must continuously learn and update ourselves to avoid falling behind… even behind the robots."

By the second quarter of 2026, the virtual assistant robot system in Trieu Son Commune is expected to complete its trial phase and expand to densely populated areas, enabling citizens to access modern, accurate, and faster public services.

At the same time, Trieu Son Commune is planning synchronized investments in technological infrastructure, including internet networks, computers, cameras, audio systems, management software, and online connectivity between the commune headquarters, villages, schools, and health stations. Administrative documents will be moved online, reducing printing and saving time. Meetings, announcements, and reports will increasingly be conducted online, aiming toward a transparent and convenient administrative environment.