Two-thirds of users are satisfied with how the iHanoi app handles complaints, according to the Hanoi People's Committee.

The iHanoi app   introduced to the people of Chuong My District. Photo: nguoihanoi.vn

Specifically, over 34% of users are not satisfied. Approximately 10% of complainants said they did not feel their issues were well addressed.

This is primarily because most responses are vague, lack supporting images or documents, or are incomplete.

The report also highlights that since the launch of the iHanoi app, there have been over 2,350 reports. Of these, 1,654 complaints have been resolved (70.4%).

To improve the app, 40 new traffic camera locations have been added to the iHanoi app. The local government will soon add the feature of scanning citizen ID QR codes to the app and integrate e-wallets for online payments.

About 130,000 civil servants and public employees across the city have created iHanoi accounts. All 30 district and city governments are now able to receive and process field complaints on iHanoi.

After more than a month of implementation, the iHanoi app has been downloaded over 100,000 times. More than 545,000 people have accessed and used the app.

A large number of field complaints (traffic, environment, safety, construction, and others) and complaints about administrative procedures have been continuously submitted  by citizens on the app.

These complaints were promptly addressed by the relevant authorities.

Nguyen Thi Loan, a resident of Bac Tu Liem District, said she had reported several cases of vehicles encroaching on sidewalks and streets and illegal parking through the iHanoi app. Her complaints were immediately addressed after she received an acknowledgement via the app.

"The app gave a specific answer about whether the area I reported had parking restrictions and how the local police handled the situation," Loan said.

Do Quoc Bao, a resident of Hoan Kiem District, expressed great satisfaction with the app's "Field Reporting" function. Here, users can submit their concerns, along with images, directly to relevant authorities for immediate action.

"I find the iHanoi app very effective. In less than an hour, my report was handled by the local government. They even called me directly to explain the resolution process." Despite the many benefits of the app, there are still some challenges in using it, he said.

According to Bao, a single report may involve different departments, but the app currently only allows users to select one department for resolution, while it is sometimes difficult to access the app.

According to Le Phương Dung, an official at the Bac Tu Liem District People's Council, local authorities received many reports from citizens within a few weeks of the app's launch.

"When we receive these complaints, we immediately forward them to the relevant authorities based on the content and area of the complaint. The response time for complaints is 24 hours once they reach the district level, and 12 hours from the time the district forwards the complaints to the specialized departments and wards," she said.

After nearly two months of operation, the iHanoi app has become a valuable channel for residents and businesses to interact online with various levels of government in Hanoi.

The app, which focuses on individuals and businesses, bridges the gap between the government and people and businesses by providing thorough information.

To improve the use of the app, the Hanoi People's Committee Office will continue to explore ways to design a more user-friendly interface.

Measures will be taken to organize training and guidance for IT officials and other units to deploy the application, and the functions of the application will be updated and installed soon.