Hanoi (VNA) – Digital transformation, administrative reform and innovative governance practices are playing an increasingly important role in helping Vietnam’s two-tier local government model operate effectively, as grassroots administrations face growing workloads and responsibilities.
Meeting growing demands
Nearly a year after the rollout of the two-tier local government model, the restructuring of the administrative system has delivered notable changes in public governance, encouraging a shift from traditional administration towards a service-oriented and development-focused approach at the grassroots level.
The removal of intermediary administrative layers has streamlined procedures and brought decision-making closer to citizens, while placing communes and wards at the forefront of public service delivery. However, the new structure has also increased pressure on local authorities.
In Phu Giao commune of Ho Chi Minh City, local officials are now responsible for around 1,475 tasks despite a shrinking workforce. In some merged localities, the number of administrative procedures has risen from about 150 to 370, significantly increasing the workload of frontline civil servants.
Nguyen Bich Thuan, an official at the Cu Chi commune People's Committee Office, said processing applications, updating databases and issuing electronic results often extend well beyond regular working hours, reflecting the new realities faced by grassroots administrations.
Similar challenges have emerged in newly expanded localities. In Phan Dinh Phung ward in Thai Nguyen province, the population exceeded 121,000 following administrative consolidation, while the local Public Administration Service Centre operates with just seven officials. Beyond staffing shortages, local governments are also facing growing demand for specialised expertise in fields such as land management, finance and information technology.
To address these challenges, many localities are focusing on technology adoption and workflow redesign rather than simply expanding personnel.
Phan Dinh Phung ward has introduced an AI-powered virtual assistant that provides round-the-clock support for citizens seeking information and guidance on administrative procedures. Since mid-2025, the system has helped process nearly 25,000 applications, with 97.2% completed on or ahead of schedule.
Elsewhere, local authorities have concentrated on improving operational efficiency. In Ben Cat ward, Ho Chi Minh City, tech-savvy young officials have been assigned to support new staff and help balance workloads across service counters. In Hanoi’s Tay Ho and O Cho Dua wards, more than 91% of administrative dossiers are processed online, while over 14,000 documents have been digitally signed, substantially reducing manual procedures.
Taking public services closer to the people
The transformation is also evident in the way local governments engage with citizens. Rather than waiting for residents to visit administrative offices, many authorities are proactively bringing services directly to communities.
Le Van Hoa, Vice Chairman of the Minh Chau commune People's Committee in Hanoi, said the locality has introduced a “Two-Service Government” model, under which officials handle administrative work at government offices during the day and visit households in the evening to assist residents with paperwork and procedures. The initiative has proven particularly beneficial for elderly people and those with limited digital skills.
Similar models have been adopted elsewhere. Ben Cat ward has established mobile administrative service teams, while volunteer youth groups in Thai Nguyen help residents digitise documents at home, easing pressure on one-stop service centres.
Greater decentralisation and clearer accountability have also enabled local authorities to resolve long-standing issues more effectively. In Quang Minh commune, Hanoi, authorities successfully recovered nearly 5,000 square metres of illegally occupied pond land in the former Dai Thinh commune. In O Cho Dua ward, all 591 households affected by the Ring Road 1 project agreed to relocate following transparent consultations with local authorities, eliminating the need for enforcement measures.
As the two-tier local government model moves beyond its initial phase and into full-scale operation, improvements in efficiency, responsiveness and service quality are becoming increasingly visible. From one-stop administrative centres and mobile service teams to digital platforms and AI-powered assistants operating around the clock, a new governance model is taking shape, one that is more proactive, more accessible and better equipped to meet the needs of citizens in a rapidly evolving administrative landscape./.
