Opportunities and Challenges from Artificial Intelligence in Public Service Delivery in Vietnam

Abstract

This study aims to analyze the impact of artificial intelligence (AI) on public service delivery in Vietnam, thereby proposing some key policy implications for Vietnam. This study employs a narrative literature review approach. The results show that AI offers opportunities to improve the quality of public service delivery, expand access to services, and support civil servants in handling their work. However, challenges exist stemming from the limitations of AI itself, the lack of a shared digital data platform, the shortage of human resources, and the lack of necessary funding. The study proposes policy implications for developing a "hybrid" model of public service communication between humans and machines, focusing on building digital databases, enhancing the digital capacity of civil servants, increasing state budget allocation, and expanding the mobilization of resources from society and internationally.