In the context of accelerating national digital transformation, Agribank continues to affirm its role as a leading state-owned commercial bank by partnering with local authorities to deploy Smart Kiosk solutions and electronic document authentication and digital copy issuance systems at Public Administrative Service Centers. This initiative is not only a technical support activity but also a strategic step toward promoting the digitalization of public services and enhancing service quality for citizens and businesses.

The deployment of Smart Kiosks in Hanoi and several localities has delivered encouraging preliminary results. At the Hanoi Public Administrative Service Center, after more than four months of operation, the system has significantly improved citizens’ experience in handling administrative procedures. Instead of time-consuming manual processes, users can complete procedures with just a few simple steps on the Kiosk, substantially reducing processing time while easing the workload for administrative staff. The system is capable of handling approximately 70,000 applications per month, contributing to time savings for hundreds of thousands of cases annually and enhancing transparency and professionalism in public service delivery.

Beyond process improvement, Smart Kiosks also function as a modern “connection hub” between authorities and citizens. Through the integration of authentication systems and digital copy issuance, users can access, store, and reuse electronic documents multiple times via QR codes or digital platforms such as iHanoi. This contributes to fostering the adoption of online public services and supports a consistent and effective transition toward a digital environment.

Agribank’s participation in implementing this model is also aligned with sustainable development under ESG standards. From an environmental perspective, the use of digital copies helps significantly reduce paper consumption, contributing to the development of “green offices” and environmental protection. From a social perspective, Smart Kiosks enable people of all ages to access technology conveniently, supporting financial inclusion. From a governance perspective, the digitalization and transparency of public administrative transactions form a critical foundation for building a modern, transparent, and efficient administration.

In parallel with the deployment of Smart Kiosks, Agribank has been strengthening its integration with the National Population Database and incorporating electronic identification platforms such as VNeID, while standardizing data for millions of individual and corporate customers. On this foundation, the Bank continues to develop electronic authentication solutions, expand its digital service ecosystem, and enhance transaction security through multi-layer authentication and biometric technologies, thereby reinforcing public trust in the digital economy.

In practice, the Smart Kiosk model not only improves the effectiveness of administrative reform but also opens up new opportunities for integrating public services with financial and banking services. In the future, Kiosks are expected to evolve into multi-utility platforms, enabling citizens to access banking services directly at public administrative points, thereby reducing pressure on traditional transaction counters, promoting cashless payments, and building an integrated digital ecosystem connecting government and banking services.

With positive prelimary results in Hanoi and pilot localities, Agribank is steadily reinforcing its pioneering role in partnering with the Government and local authorities to advance digital transformation, aiming to build a modern, transparent, and citizen-centric public administration. This also demonstrates Agribank’s commitment to spreading digital value and contributing to sustainable socio-economic development in the digital era.

Kylie Nguyen