Hanoi's authorities will create an official Zalo account on February 10 to handle complaints and petitions from local citizens and enterprises.

A local government official works on her mobile device to receive information from local people. Photo: The Hanoi Times

With the launch of the new communication channel, Hanoi's authorities are fulfilling their commitment to put citizens and businesses at the heart of their operations and measure the performance of Government agencies based on public satisfaction.

In its course of development, the capital city sees technological apps like Zalo as the key to improving administrative works and enhancing public services.

To make the channel work properly, the Hanoi People's Committee asks heads of municipal departments and local agencies to publicize the municipal Zalo account and give guidance on the use of the application.

Local agencies and officials and employees are requested to receive the complaints on the application, and process them as regulated.

The committee ensures the operation of the channel and shares the data with the National Public Service Portal.

It is also in charge of organizing training courses for local officials and executives on the use of the application, solving problems that arise to improve the channel, and drafting the operating regulations of the channel for approval by the municipal government.

The Hanoi Department of Information and Communications is in charge of integrating the Zalo account into the city’s system and improving the technical facilities to maintain a functional system.

Zalo is a communication app launched in 2012 by a group of Vietnamese developers, including VNG. The app offers a wide range of functions, including chat, video calls, and conference calls.

The app has experienced rapid development in the last 10 years and become one of the most popular communication channels for Vietnamese people.

As of the end of 2022, Zalo had more than 73.4 million active users, exchanging some two billion messages each day, and was among the top 20 most favorite apps on Apple Store.

More than 10,000 Government agencies have set up their Zalo accounts to better connect to people and improve services.