Viettel Customer Service Has ‘New Opportunities’ in Hanoi

The Director of Viettel Customer Service affirms a commitment to supporting the Public Administration Service Center in advancing administrative reform, placing citizens and businesses at the heart of service delivery.

On December 9, Viettel Customer Service signed a cooperation agreement with the Hanoi Public Administration Service Center to deploy an omnichannel contact center for administrative procedure processing across the capital.

The event was attended by leaders of the Hanoi People’s Committee, the Public Administration Service Center, Viettel Customer Service, Viettel Post, and representatives from relevant units.

At the ceremony, Ms. Cù Ngọc Trang, Director of the Public Administration Service Center, emphasized that the prevailing trend is to focus on service quality and customer satisfaction - particularly crucial in the reception and processing of public administrative services, where accuracy, transparency, and speed are essential.

Ms. Cù Ngọc Trang underscored that the current orientation prioritizes service quality and citizen satisfaction.

In this context, the role of Viettel Customer Service is reaffirmed as a leading strategic partner in enhancing the quality of public administrative services through its comprehensive ecosystem spanning consulting, design, and technology implementation.

With over 20 years of experience in customer service, Viettel Customer Service has established itself as one of the leading providers of professional contact center services and technology solutions. Serving more than 120 million customers domestically and internationally, Viettel pioneers the application of advanced technologies such as Artificial Intelligence (AI) and Big Data analytics to elevate the customer experience.

The Hanoi Public Administration Service Center will implement several key initiatives in collaboration with Viettel Customer Service, including:

• Comprehensive deployment of omnichannel contact center solutions and staffing, integrating advanced technologies and optimized workflows; professional and friendly agents offering real-time support.

• Implementing monitoring functions to ensure timely responses to citizen inquiries and complaints, with alerts for overdue cases across functional units in Hanoi.

• Deploying analytical tools to monitor the performance of the city’s administrative apparatus, automatically identifying areas of high public concern, frequent complaints, and common bottlenecks, thereby enabling city leaders to make data-driven decisions.

• Implementing early-warning capabilities for emerging “hot issues” within public administration based on omnichannel contact center data. This includes analyzing responsibilities of relevant units, issuing tiered alerts, and guiding corrective actions to build a citizen-centric, responsive, and modern public service system.

• Coordinating with platforms operated by the Public Administration Service Center to enhance monitoring, communication, and citizen support activities, strengthening service quality and professionalism in customer care operations.

• Deploying tools to “listen to citizen sentiment” through omnichannel feedback collection and social listening, enabling authorities to capture public expectations comprehensively.

The Director of Viettel Customer Service reaffirmed the company’s commitment to accompanying the Public Administration Service Center in advancing administrative reform with a citizen- and business-centric approach.

With its capabilities, experience, and dedication, Mr. Nguyễn Tiến Dũng affirmed:
“The cooperation between the Hanoi Public Administration Service Center and Viettel Customer Service will enhance service quality for citizens and businesses. We are confident in meeting the expectations and objectives of the Hanoi leadership in administrative reform and service excellence.”

Mr. Hà Minh Hải, Vice Chairman of the Hanoi People’s Committee, instructed agencies to strengthen collaboration between government bodies, enterprises, and citizens to effectively implement the city’s goals for “green transition, digital transformation, circular economy, and shared economy.” He emphasized that close coordination will foster sustainable development, improve public services, and enhance the quality of life for Hanoi’s residents.

The Vice Chairman Hanoi called on participating units to work closely together to ensure effective implementation of the agreed initiatives.

This spirit of collaboration was formalized during the signing ceremony, marking an important milestone in Hanoi’s effort to build a modern e-government system. The partnership aims to advance comprehensive administrative reform, accelerate digital transformation, and elevate public service quality—creating a more modern, accessible, and citizen-friendly administrative system.

The strong commitment demonstrated by Viettel Customer Service reflects not only the leadership's direction but also the dedication of all employees in delivering high-quality services and developing advanced technological solutions.

The Hanoi Public Administration Service Center is an agency under the Hanoi People’s Committee, responsible for advising on, supervising, and reforming administrative procedures, and implementing single-window and interconnected administrative mechanisms. The Center provides online public services and supports citizens and businesses in receiving, digitizing, and returning administrative procedure results. Guided by the principle of citizen satisfaction as the core metric, the Center promotes IT application, digital transformation, and actively collaborates with partners—including Viettel Customer Service—to elevate service quality.

The ceremony was also attended by representatives from Viettel Post Corporation and Vietnam Post Corporation.