Dak Lak Province views smart city development as more than modern digital infrastructure investment. It also seeks to establish a transparent "social sensing" channel, providing a two-way communication bridge between authorities and citizens. Under this model, digital technology enhances public services while reshaping governance and administrative operations.

A valuable social sensing channel

The most visible transformation has occurred in the way citizens interact with government on a daily basis.

Launched on July 10, 2025, the Dak Lak So application has quickly emerged as a modern "social sensing" channel, enabling residents to report on-site issues. According to Dak Lak Smart City Operations and Monitoring Centre, the platform allows users to submit reports on public concerns while monitoring processing progress online in real time. All submissions remain strictly confidential, with outcomes disclosed publicly. The application also integrates urban planning enquiries, queue-number registration, administrative procedure (AP) tracking, public services, while connecting directly with operational dashboards at provincial and commune levels for real-time case handling.

Monitoring public services at Dak Lak Smart City Operations and Monitoring Centre.

Mr. Tran Van Phuc, a resident of Buon Ma Thuot Ward, said taking a photo, attaching a location as well as submitting a report are now enough for authorities to begin handling an issue promptly. Public access to processing outcomes also enables citizens to monitor performance and accountability across public agencies.

According to Mr. Le Xuan Quang, Deputy Director of Dak Lak Smart City Operations and Monitoring Centre, the application has recorded more than 272,000 downloads, over 264,433 registered accounts alongside upwards of 3,351 on-site reports after just one year in operation. The platform represents a fundamental shift from conventional administrative governance towards a more citizen-centred public service model, improving oversight, accelerating information processing, enhancing government transparency, strengthening public trust and increasing citizen satisfaction.

Innovating governance methods

Beyond handling public feedback, another major breakthrough lies in data-driven governance. Launch of the Intelligent Operations Centre (IOC) has enabled Dak Lak Province to move decisively from traditional administration towards real-time, data-driven management. Information is continuously monitored, consolidated and analysed from multiple perspectives, equipping leaders at all level with timely insights for faster, more accurate decisions while strengthening forecasting capacity.

Between January 1 and June 30, 2026, Dak Lak's online public service monitoring system recorded completion of 468,752 out of 498,676 administrative applications, equivalent to nearly 94%. During the same period, it received 384,037 online submissions.

According to Ms. Ayun H'Huong, Deputy Director of the Department of Home Affairs, building a modern, professional, disciplined, transparent combined with accountable public administration remains a provincial priority. Authorities have pursued comprehensive reforms to maximise convenience for citizens and businesses. On-time processing along with transparency in handling APs have become key indicators of public service quality and government accountability.

Deployment of smart urban services is reshaping governance across Dak Lak, improving administrative service delivery, laying foundations for digital government and digital society, while accelerating comprehensive digital transformation.

Translated by HAI LOAN