In line with the spirit of Resolution 57, Hanoi has identified digital transformation not as a technological upgrade but as an opportunity to completely redesign its urban governance, restructure administrative systems, and redefine how government serves its people.

The realities of running a two-tier local government, along with insights from Vice Chairman of Hanoi People's Committee Truong Viet Dung, Deputy Minister of Science and Technology Pham Duc Long, and practical experience in the ward of Cua Nam, make clear that digital transformation can only succeed when institutional reform leads the way, data forms the foundation, and people remain at the center.

From Resolution 57 to a new mindset in urban governance

Vice Chairman Truong Viet Dung emphasized that what makes Hanoi's approach unique is its broad interpretation of Resolution 57-NQ/TW. For Hanoi, it is not merely a directive on science, technology, or narrow digital reform  -  it is a strategic document that calls for a full redesign of urban governance in a changing world.

While governance in the past relied on paper-heavy processes, multi-layered bureaucracy, and fragmented data, such a model no longer fits the digital age.

Hanoi has thus anchored digital transformation in administrative reform and organizational restructuring. Implementing Resolution 57 is inseparable from the consolidation of the two-tier local government structure. Only by eliminating intermediate layers and streamlining workflows can technology truly unleash its potential. For Hanoi, digital transformation means not digitizing outdated systems but building a new model of governance from the ground up.

Throughout this process, three core principles guide the city: synchronization, data integration, and proactive engagement. Synchronization is not just about connecting IT systems but achieving consensus among party leadership, unified policy direction, and collective commitment across government staff. When everyone moves in the same direction, digital transformation becomes a collective mission rather than a tech-sector task.

According to Truong Viet Dung, public support is a major advantage, especially for the new two-tier structure. Over the past year, Hanoi has expanded data systems across many sectors, enabling citizens to access information more easily.

Public familiarity with digital platforms lays a favorable foundation for implementing Resolution 57.

From awareness to readiness at the grassroots

"At the grassroots level, we see elderly citizens using smartphones and completing procedures via Zalo or other apps. This proactive engagement with technology gives us the confidence to scale up innovative models," said Truong Viet Dung.

He also emphasized Hanoi’s principle of “leaving no one behind”  -  the government is especially mindful of taxpayers, the elderly, and persons with disabilities when designing public services.

Two-tier government model: Data as the backbone of operations

The clearest outcome of this governance redesign is the official implementation of a two-tier local government system, which took effect on July 1 after a seven-day trial. Within just three weeks, the system handled over 66,000 administrative requests, operating smoothly from the city down to 126 wards and communes.

The cornerstone of this model, according to Truong Viet Dung, is data interoperability. Once systems are connected and workflows redesigned, citizens no longer need to visit multiple offices or resubmit the same documents.

Hanoi is aiming for 100% online service coverage, including a significant share of end-to-end digital processes  -  from submission to processing to result delivery  -  all conducted online.

Hanoi also became the first locality to implement a single-tier public service center model, expanding access through hundreds of support kiosks and satellite branches. The city’s philosophy is that the government should go to the people, not the other way around.

The city has turned this into concrete action by offering onsite support for vulnerable groups, such as the elderly, disabled, small business owners, and individual taxpayers  -  embedding social equity into its digital reform agenda.

Solving capacity gaps with legal and logistical support

Hanoi acknowledges the strain placed on local offices by this transition  -  especially with limited staffing in one-stop service units and increasing workloads.

To address this, officials from the city level have been deployed to assist at the commune level, and lawyers have been brought in to provide direct legal consultations at service points. This not only lightens the load for local staff but improves service quality for citizens.

With no district-level middle management remaining, administrative processes must be digitized and optimized to be faster and more transparent. “We’ve taken to heart directives from the General Secretary and the Prime Minister,” said Truong Viet Dung.

“For us, digital transformation and administrative reform are not just technical upgrades  -  they’re a matter of mindset and structural redesign. Interconnected data systems are the golden key.”

Citizen-first transformation at the local level

At the grassroots, Cua Nam Ward serves as a model of turning top-level directives into everyday reality.

Trinh Ngoc Tram, Vice Chairwoman of Cua Nam Ward, explained that from the outset of the two-tier model, the ward prioritized personnel readiness.

Staff training and simulations were conducted alongside a trial run. Ten days prior to the system going live, the ward established a mock public service office, running real-life scenarios for staff to practice. This early troubleshooting helped smooth the transition.

More than just procedural accuracy, the ward aimed to ensure citizen satisfaction. In that spirit, Cua Nam became one of the first to deploy AI-powered robots at service counters  -  not just for tech support, but to create a more welcoming, user-friendly public space.

Residents, including the elderly, have grown increasingly comfortable with digital tools, from online forms to Zalo notifications. This tech-savvy public forms a vital social base for implementing grassroots digital governance.

Still, local officials face pressure as workloads rise. They must continuously improve their skills to adapt to new tech and processes. Strong leadership and support mechanisms are essential to navigate this challenging transition.

Simultaneously, the ward is focusing on building core databases on population, land, and business  -  a strategic move toward standardized, shared data systems that reduce manual tasks and enhance transparency.

Truong Viet Dung praised Cua Nam as a pioneer in structural reform, reshaping workflows to bring government to the people rather than expecting people to come to government.

Policy leads, standards guide, data sustains

From a national policy standpoint, Deputy Minister of Science and Technology Pham Duc Long stressed that Hanoi’s work reflects the core vision of Resolution 57.

He noted that digital transformation is primarily about transforming governance and development models, with institutions providing the competitive edge. Without institutional space for experimentation, even the most advanced technologies would struggle to take root.

Recent legislative reforms  -  including sandbox provisions in the Capital Law and sectoral laws  -  have empowered cities like Hanoi to test new governance models.

Long also highlighted the importance of shared technical standards. Without them, each sector or province might build its own incompatible systems, wasting resources and hampering connectivity. The ministry is currently developing a national framework of digital standards covering not just IT, but the entire public service and governance process.

Data, he reiterated, is the backbone. To offer seamless online and cross-border services, data must be fully accurate, complete, and shareable.

The principle that citizens only provide data once  -  and systems reuse it automatically  -  can only work if national and sectoral databases are synchronized and interoperable.

Digital skills: A long-term strategy

Digital literacy, too, is critical. Without it, transformation stalls. The government now sees digital skills as a basic civic competency. The push for “universal digital education” is a long-term strategic pillar.

Deputy Minister Long emphasized the use of shared platforms: “We’ve already issued a list of core platforms. Ministries must now implement these so local governments can adopt them without building redundant systems.”

By June 2026, ministries are required to complete deployment of these platforms, enabling provinces to share and utilize them efficiently.

Leadership as the driving force

Drawing from experience in leading digital reform, Long stressed the importance of leadership: “If top leaders don’t support or use digital tools, transformation remains a slogan. Resolution 57 is clear  -  the top leader must take direct responsibility, and digital results are part of performance evaluation.”

He concluded: “Digital transformation is not a one-time project. It’s a continuous process. If we treat it like a capital project, we’ll stay stuck for a decade. Success depends on public-private collaboration. The government should frame the problem and set goals, while businesses implement and maintain the systems. Only then will digital transformation truly benefit citizens and businesses.”

In summary, Hanoi’s digital transition is not a sprint but a journey  -  one of persistence, adaptability, and coordination. The first three weeks of two-tier governance are just the beginning, pointing toward a future where digital transformation becomes the engine of restructured urban governance, improved public service, and sustainable development in the capital.

Thai Khang