After one year of implementing the two-tier local government model, expectations for officials and civil servants have extended beyond proficiency in administrative software coupled with online public services. They are now required to harness data, apply AI and innovate working methods to improve public service quality.

Strengthening digital capacity

To meet these evolving demands, numerous localities province-wide have identified digital capacity development as a strategic priority for officials along with civil servants. In Tuy Hoa ward, the People's Committee has partnered with VNPT to organise training courses on applying AI in administrative work. Through these programmes, officials and civil servants are gradually mastering AI as an effective tool to support the performance of their duties.

Officials together with civil servants of Tuy Hoa ward confidently using digital platforms to process administrative procedures following digital skills training.

Ms. Le Thi Phuc Hau, Head of the Culture and Social Affairs Division of Tuy Hoa ward, said that during the initial stages of implementing the two-tier local government model, numerous officials alongside civil servants struggled to adapt to shared software systems and digital administrative procedures. However, through training coupled with self-directed learning, they have gradually mastered the electronic one-stop service system, document management software, together with other digital platforms used in their daily work.

Enhancing the digital capacity of officials and civil servants has become an essential requirement, prompting local authorities province-wide to prioritise investment in training as well as capacity building.

Recognising digital transformation (DX) as one of the key priorities for 2026, Ea M'Droh commune has placed particular emphasis on improving digital competencies among officials and civil servants. Currently, 100% of the commune's civil servants are proficient in applying AI to assist with drafting official documents, preparing reports while editing policy communication materials. Moreover, more than 90% of electronic documents are digitally signed and processed through the interconnected electronic document management system.

Building a data-driven governance mindset

While digital skills enable officials to master technological tools, digital thinking determines how effectively these technologies are applied in practice. DX is not merely about digitising records but represents a shift from experience-based management towards data-driven governance.

Previously, processing administrative procedures, compiling statistics, coupled with developing work plans largely relied on manual methods. Today, as information is comprehensively updated, interconnected, and effectively utilised, advisory work becomes increasingly accurate.

Civil servants of Hoa Hiep ward participating in AI application training to support their work.

Mr. Pham Tien Hoc, Deputy Chief of the Office of the People's Council along with People's Committee of Dang Kang commune, said that specialised software systems coupled with AI applications have enabled faster data storage, retrieval, and analysis, significantly reducing processing time while easing workloads for officials. With centrally managed databases that are regularly updated, the advisory process has undergone a fundamental transformation. Officials can analyse information from multiple perspectives to assess current conditions, forecast development trends along with propose solutions closely aligned with practical realities.

DX not only modernises administrative processes but also cultivates a data-driven governance mindset, reducing reliance on subjective judgement while strengthening proactiveness, forecasting capacity, alongside development-oriented governance. This provides a solid foundation for building a modern, transparent and service-oriented administration that better serves citizens.

Translated by KHUONG THAO