Virtual assistant for civil servants: Instant authority lookup solution for two-tier local government

Starting July 1st, nearly 1.5 million officials and civil servants across communes, wards, and provinces nationwide will enter a completely new working phase: the two-tier local government model will be officially and comprehensively implemented. Amid a maze of new regulations, each servant must answer what seems to be a simple question: “Is this my responsibility?”. But behind that question lies the burden of consulting hundreds of pages of legal documents, all while trying to complete their tasks swiftly and on time.

As the need to “understand correctly, act correctly” becomes more urgent, a new tool has been launched: the virtual assistant for civil servants. It is designed to answer queries about decentralization, delegation and authority demarcation between the central government and local two-tier governments. This assistant was developed by Viettel Artificial Intelligence and Data Services Center (Viettel AI) under government direction and in coordination with the National Digital Transformation Agency and the Ministry of Science and Technology. The virtual assistant for civil servants was officially launched on June 14 at a training conference on organizing and operating the two-tier local government model, attended by nearly 1.5 million officials via nationwide broadcast.

A tool for smart and transparent public service

Based on standardized data from 28 decrees covering 19 administrative sectors, the virtual assistant can help users look up more than 2,700 specific tasks. It’s accessible anytime, anywhere on computers, smartphones, or tablets and is available 24/7.

No more spending hours flipping through legal texts or hopping from colleague to colleague to ask questions. Now, users can simply type a question to the assistant, and it will immediately deliver an answer. Unlike keyword-based search engines, where users must sift through results to find the most relevant content, the virtual assistant for civil servants provides direct, context-specific answers, including legal citations tailored to each work situation.

For example, if a commune-level official wants to find out their responsibilities in managing local vaccination programs, a search engine might return nearly 2 million vague results with no clear legal reference. In contrast, the offers a focused answer with the exact relevant legal documents.

The virtual assistant for civil servants delivers focused, relevant answers along with citations from the appropriate legal documents.

In the near future, the virtual assistant for civil servants will continue to update with the latest legal documents, including administrative procedure guidelines, implementation processes for newly delegated tasks, and legal document systems. It will also expand to support Q&A on general laws, internal agency policies, responsibilities, performance targets, statistics, and more. Notably, it will also help automate certain tasks within official workflows.

More than just a lookup tool, Viettel AI’s virtual assistant for civil servants is an open platform for e-government, laying the groundwork for a broader ecosystem of digital administrative tools, moving toward a smart, transparent, and efficient public service model.

Viettel AI is a unit under Viettel Group, pioneering the development of products and services in AI, Big Data, Robotics, and Digital Twin technologies. Currently, the Viettel AI ecosystem includes multiple leading product lines in Vietnam, trusted by both domestic and international organizations and enterprises.