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Transport industry applies virtual assistants to support people using public services

Applying new technology to improve service quality

One of the goals identified by the Ministry of Transport in this Sectoral Digital Transformation Program to 2025 with a vision to 2030 is to focus on building systems to serve people and businesses in the direction of reform. administration, facilitating and reducing costs and social resources.

In order to fully exploit the power of technology, contributing to freeing up labor for the staff at the Public Service Support Department, and at the same time improving the quality of service to people and businesses, the Ministry of Transport has put into trial a virtual assistant to support administrative procedures from May 1, 2022.

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From December 2021, the Ministry of Transport completed bringing all eligible public services to level 4 online for people and businesses.

According to Deputy Director of the IT Center Phung Van Trong, the fact that the Ministry of Transport put virtual assistants into trial deployment also aims to increase labor productivity and effectively support professional staff in handling administrative procedures; towards improving the quality of state management in the transport sector, by expanding answering and answering all issues of concern to people and businesses under the management of the Ministry.

The virtual assistant software system to support people and businesses using public services of the Ministry of Transport is deployed by the IT Center, the Ministry of Transport in collaboration with IT corporations in 2 phases. Phase 1 is the technology testing phase; Phase 2 is the official implementation phase. In which, each phase consists of 3 steps: Piloting, expanding and improving service quality.

Currently, the virtual assistant of the Ministry of Transport is being deployed in the early stages of technology testing, applied to support and guide people and businesses in performing 48 administrative procedures. in 2 areas of registration (38 administrative procedures) and road (10 administrative procedures).

Will expand the application of virtual assistants to support cadres and civil servants

A representative of the IT Center, Ministry of Transport also said that in phase 1, the unit has selected hot issues, many people are interested, and staff often have to answer and answer questions to put them into trial operation. virtual assistant experience.

Accordingly, through 2 methods CallBot and ChatBot, virtual assistants will support to answer information, problems, and frequently asked questions (24/7) related to the implementation of online public services of the company. Ministry of Transport, such as: Account management (account registration, account re-issuance…), application management (instructions for submission of documents; instructions for viewing the status of submitted documents…) and lookup results results of administrative procedures. CallBot is integrated directly into the public service support switchboard of the Ministry of Transport via the number 1900 0318 branch 1, while the Chatbot is integrated to answer 24/7 right on the Ministry’s public service portal.

callbot duoc tich hop truc tiep vao dau so tong dai ho tro dich vu cong cua bo giao thong van tai qua dau so 1900 0318 nhanh 1 9984427e3b5748e692d77724210fe22d
CallBot is integrated directly into the public service support switchboard of the Ministry of Transport via the number 1900 0318 branch 1.

Sharing with VietNamNet about the new virtual assistant’s features that have been put to the test, a representative of the IT Center under the Ministry of Transport said that virtual assistants support guidance and answers to people and businesses involved. related to information about administrative procedure files quickly, which helps to increase the user experience and reduce the time and cost of the administrative procedure settlement unit.

Besides, the system also allows building chat scenarios with users, self-training the system according to the trained data to become smarter. In addition, the system is capable of statistics, synthesis and analysis of information received from the requests of people and businesses to improve service quality.

According to the plan, after the testing phase, the IT Center will evaluate the implementation results, select the appropriate solution, and report to the Ministry of Transport to consider expanding the deployment of virtual assistants to support more than 400 procedures. administration in the fields of road, railway, inland waterway, maritime, aviation and registration.

“We plan to coordinate with units under the Ministry to continue researching and expanding the application of virtual assistants to remind staff in the direction and administration of the Ministry and provide a number of other utilities to the people. such as reminding the registration deadline for vehicles approaching the registration deadline; driving license renewal reminder for expired driver’s licenses…”a representative of the IT Center said.

Previously, from December 2021, the Ministry of Transport completed bringing all eligible public services to level 4 online for people and businesses. Up to now, the Ministry of Transport is providing 264 level 4 online public services. As of the end of April, the proportion of level 4 online public services with filings reached 77.51% and the rate of filings records processed online is 74.47%.

Van Anh

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