The topic of "User-Centered Public Services" became the most discussed subject among the 800 managers and leaders participating in the thematic exchange on "Digital Transformation and Artificial Intelligence for Leadership and Management" on October 10th in Hanoi.
The exchange took place within the framework of a 5-day working visit to Vietnam (from October 5th to 10th) by a delegation of high-level French experts on data, artificial intelligence, and digital technology , and coincided with Vietnam's National Digital Transformation Day.
Mr. Eric Soulier, Counselor for Cooperation and Cultural Activities (Embassy of the Republic of France in Vietnam), shared that in the process of administrative modernization, AI tools provide many practical supports such as optimizing decision-making processes, simplifying administrative procedures, reducing pressure on civil servants, and improving the efficiency of serving the people.
However, AI also poses major challenges regarding data security in public administration systems, protecting national sovereignty , and ensuring transparency.
These issues were updated and addressed by French experts to Vietnamese managers.
In particular, the topic of designing citizen-centered public services, presented by Ms. Aline Jarneau, AI expert from the Franco-Vietnamese e-Government Cooperation project, attracted significant interest from civil servants and leaders in Vietnam.
Online public services benefit the people, and administrative agencies also benefit.
For a long time, the issue of many Vietnamese citizens having difficulty accessing online public services and spending a lot of time on administrative procedures has been a concern not only for the people but also for leaders and civil servants.
Ms. Aline Jarneau outlined the reasons and significant benefits of designing digital services "for the people and with the people".
When designing user-centric online public services, it is necessary to base the design on the actual needs, usage patterns, capabilities, and limitations of the users, rather than solely on the internal operational logic of the organization.
"Simplifying and facilitating administrative procedures for citizens is part of the mission of public service," said Aline Jarneau.
And when this mission is accomplished well, and services are easily accessible to the people, the administrative agencies themselves benefit.
Because when users understand what they need to do and can do it at the right time, they become more proactive and independent. This can help avoid errors, incomplete records, and repeated support requests.
This will reduce the time administrative staff spend on resolving avoidable problems. As a result, administrative agencies can dedicate more resources to supporting complex cases and improving the quality of public services.
Public officials and civil servants using AI must be responsible and ethical.
Ms. Manon Lafitte, a digital data expert from the Franco-Vietnamese e-Government Cooperation project, presented a paper on the use of artificial intelligence (AI) for civil servants and public officials, which also attracted the attention of leaders in Vietnam.
She affirmed that the use of AI has freed up a lot of labor for civil servants and made them more efficient. However, she also emphasized the principle that it must be used responsibly and ethically.
"Over the past two years, all French ministries and agencies have developed charters on the use of AI to ensure that civil servants use AI responsibly and ethically," said Manon Lafitte.
Besides, Experts shared their experiences on methods for redesigning administrative processes and reducing cumbersome and overlapping procedures through the application of data and AI.
The core objective is to build a transparent, fast, and streamlined digital government system that serves the people, while also protecting national and citizens' personal data from complex cybersecurity threats.
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Dieser Artikel ist neu veröffentlicht von / This article is republished from: Vietnam.vn, 10.10.2026
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