Vietnam's 'Tech Rescue Teams' Bridge Digital Divide in Public Services

In Chien Thang commune, Lang Son province, Vietnam, a "Technology and Operations Rescue Team" has been established to address the difficulties residents face in completing administrative procedures online amidst the nation's push for digitalization. This initiative aims to bridge the digital divide and enhance public service accessibility. Recognizing that many residents, particularly the elderly and those unfamiliar with technology, struggle with tasks such as creating electronic identification accounts, logging into the public service portal, and making online payments, the commune's People's Committee has mobilized its staff and youth union members. The team, comprising 30 members led by the Deputy Chairman of the People's Committee, operates from the commune's administrative service center, providing hands-on assistance. Guidance covers a wide range of services, from setting up VNeID accounts and navigating systems to filling out applications, submitting them online, and making cashless payments. Members patiently instruct individuals, including the elderly and those with disabilities, ensuring they can perform these tasks independently. Residents have expressed satisfaction with the prompt and helpful support received, noting the ease with which their procedures were completed. "The officials are very enthusiastic, friendly, and ready to answer all questions. Thanks to that, I completed the procedure quickly and felt very satisfied," said Ms. Vi Hong Hanh from Binh Trung village. Beyond the administrative center, the rescue team extends its services to villages, collaborating with local leaders to conduct outreach and provide direct training on digital applications. This approach helps residents proactively access online administrative procedures. "Now all procedures are done online using smartphones. This is somewhat difficult for the elderly like me. But thanks to the meticulous and thorough guidance from the young people in the commune's rescue team, I can now easily handle some necessary procedures myself," shared Ms. Duong Thi Chen from Hop Duong village. Members acknowledge that a significant challenge is the unfamiliarity of many, especially older citizens, with smartphones. Consequently, detailed, step-by-step guidance is crucial. The team also organizes training sessions at village community houses to improve digital application proficiency. "The positive signal is that more and more people are participating in the guidance sessions. Seeing everyone complete their online applications gives us more motivation," added Mr. Duc, a specialist at the Administrative Service Center. Over its year of operation, the model has successfully reduced hesitancy towards online services and minimized errors in application submissions. Chien Thang commune reports that 96.09% of administrative dossiers are now resolved on time or ahead of schedule. The Deputy Chairman emphasized the model's importance in ensuring equitable access to modern administrative services, a critical need in an era of rapid digital transformation. "In the context of strong digital transformation in all fields, digital skills for the people are becoming increasingly necessary. Therefore, the effectiveness of the technology rescue team model has important significance in ensuring that all people have equal access to modern administrative services," stated Ms. Vi Thi Thu Huong, Deputy Chairman of the Commune People's Committee. Source: Nhan Dan