VNG's contribution to Vietnam's digital transformation

In recent years, Vietnam has seen a strong surge in the application of information technology in everyday life. According to the Digital 2025 report by We Are Social and DataReportal, at the beginning of 2025 Vietnam had around 79.8 million internet users, equivalent to 78.8 per cent of the population. Of these, approximately 76.2 million were social media accounts, representing about 75.2 per cent of the population.

In terms of new technology adoption, a survey by Digital Lab found that 78 per cent of online users in Vietnam had used at least one AI platform in the previous three months, and around 33 per cent had made it part of their daily routine.

Alongside the rapid development of digital infrastructure and technology habits in everyday life, the Vietnamese Government is also accelerating digital transformation in public administration, with the goal of delivering 100 per cent of Level 4 online public services and building a comprehensive digital government. This creates a valuable opportunity for domestic technology companies, including VNG through products such as Zalo and ZaloPay, to play a deeper role in this modernisation process. Through close cooperation with government agencies, VNG aims to contribute technology solutions that strengthen connections between government, citizens, and businesses - from digital communication channels and cashless payments to secure cloud infrastructure - thereby helping advance national digital transformation in a sustainable and effective way.

At the same time, the large-scale rollout of online public services still faces several objective challenges.

First, there is a need for applications and services that allow people to access administrative procedures quickly and conveniently, especially as internet access and smartphone use become increasingly widespread.

Second, processing times remain slow because administrative agencies have limited in-person service capacity, while demand continues to grow.

Third, communication around new regulations and policies needs to be regular, continuous, and delivered to the right audience at the right time. However, relying solely on traditional offline communication methods is no longer sufficient in the current context.

To address these challenges, leveraging the products and services of domestic technology companies has become increasingly urgent. With its diverse ecosystem and strong understanding of local users, VNG is well placed to support Vietnam’s national digital transformation through solutions that have already proven effective in practice.

Main solution

Zalo Official Account (OA)

Zalo Official Account (OA) is an official information channel for businesses, organisations, and government agencies on the Zalo platform, helping them connect with and serve customers or citizens more effectively. Through OA, an organisation can send notifications, provide advice, deploy automated chatbots, and build a direct communication channel with users. It is also a tool widely used by government agencies to deliver online public services, such as administrative procedure lookup and notifications on application outcomes directly through Zalo. 

Core functions

Communications and public information

• Providing information to citizens through published content, including text, images, infographics, and videos, as well as broadcast messages.
• Creating automated lookup menus for frequently accessed information, such as epidemic updates, guidance on submitting administrative procedures, and links to government information portals.
• Measuring communication effectiveness through follower numbers, article views, and other engagement metrics.

Interaction

• One-to-one chat interaction: Citizens send messages to the OA, and OA administrators, such as local government officers, can respond anytime and anywhere through the “OA Manager” Mini App on mobile devices.
• Message tagging: Messages can be tagged based on keywords so they can be categorised and handled by different administrators according to subject area.
• Chatbot interaction: Citizens access the menu or send keyword-based messages, and the chatbot automatically responds to frequently asked questions.

Interaction for public services

• When citizens submit applications, whether in person or online, they receive a confirmation notification.
• As applications move through each processing stage, automatic messages update citizens on their status.
• Citizens can check the progress of their applications by entering the syntax specified by the public administration centre. 
• Online public service portals can be embedded in the menu so citizens can choose them when they wish to lodge applications online.

Zalo Mini App

Zalo Mini App is a platform that enables businesses and organisations to develop lightweight applications operating directly within Zalo. With a high level of customisation and integration of features such as identity verification, payments, search, and notifications, Mini App helps digitise service processes and delivers a convenient, fast experience for millions of users without requiring them to install a separate app.

Key features

• Sending application status notifications to citizens
• Online submission of applications
• Application tracking
• Feedback and recommendations
• Online Q&A
• Public communication on legal information
• Lookup for utility services such as transport, healthcare, education, and tourism
• Digital citizen services
• Any other utilities provided by government agencies

Benefits for government agencies

Identity verification, anti-impersonation safeguards, access to more than 78 million existing users, user identification capabilities, direct support from Zalo, and easy Mini App development from existing mobile or web applications.

Benefits for users

Easy access to and interaction with government agencies directly through Zalo, without needing to download an additional application. Users can interact with official government accounts, helping avoid impersonation.

Digital Citizen Assistant

A platform-based assistant that provides 24/7 responses to questions about administrative procedures and legal information. As a “Make in Vietnam” AI product, the Digital Citizen Assistant is built on a domestic large language model developed by Zalo and continuously optimised since 2023. It is also one of the few locally developed AI models in Southeast Asia built using from-scratch training techniques. Developed entirely by Zalo’s Vietnamese AI engineers, the model has a deep understanding of the Vietnamese language and can provide natural, accurate responses.

“Vietnam Natural Disaster Prevention” Mini App and the Zalo OA page “National Steering Committee for Natural Disaster Prevention and Control”.

As Vietnam’s most widely used messaging application, Zalo works with government agencies from provincial to central level in supporting disaster prevention and response for citizens. In particular, Zalo has a close partnership with the Department of Dyke Management and Natural Disaster Prevention and Control under the Ministry of Agriculture and Rural Development to optimise features such as the “Vietnam Natural Disaster Prevention” Mini App and the Zalo OA page “National Steering Committee for Natural Disaster Prevention and Control”. 

Donation feature on ZaloPay

The Donation feature on the ZaloPay application, part of the VNG ecosystem, makes it easy for users to contribute to meaningful causes. Acting as a bridge between individuals, businesses, and charitable organisations, ZaloPay promotes corporate social responsibility and improves access to funding for these organisations. At the same time, using the app helps users become more aware of the value they contribute to society.

Core approach

To become an effective digital bridge connecting users, government agencies, and businesses. With a user-centred approach, VNG aims to use its technological capabilities to deliver practical value and improve the quality of life for Vietnamese people.

Key activities delivered

• Actively partnering with government agencies, provinces, cities, and local authorities to integrate information and interaction directly into Zalo.
• Strictly complying with legal requirements on data governance and security, including regulations such as Decree 147/NĐ-CP on cyberspace management.
• Continuously investing in research, upgrades, and innovation to ensure the stable operation of core technologies and provide a smooth, convenient user experience.

Tools, platforms, and innovations applied

Broad application of AI across the product’s core features.

Long-term vision

VNG does not simply create technology, we aim to shape Vietnam’s digital future. From our earliest steps in the PC era, through the rapid rise of mobile, and now as a pioneer in the wave of AI, VNG has demonstrated strong adaptability and exceptional strategic vision. We do not merely keep pace with trends; we actively help shape them, creating transformative technology solutions that change how Vietnamese people live, work, and connect. 

More than a technology company, VNG is an integral part of Vietnam’s national digital transformation journey. We are committed to continuing our investment in research and development, working closely with partners, and constantly innovating to deliver sustainable value for Vietnam. VNG believes that technology is not just a tool, but a powerful driver for building a strong, prosperous, and deeply globally integrated digital Vietnam. 

With a solid technology foundation built over 20 years and an ambition to reach the international stage, VNG has accompanied, is accompanying, and will continue to accompany this meaningful journey for Vietnam, step by step turning into reality our commitment to delivering practical value for citizens, businesses, and society through the power of innovation. 

Plans to increase impact and innovate the model:

With AI as a core strategic direction, Zalo continues to invest heavily in new technologies, focusing both on AI research and development and on creating innovative, highly practical AI-powered products for the market. At present, AI plays a central role in the strategy for developing Zalo’s diverse digital ecosystem. VNG’s strong technology platform, deep understanding of consumer behaviour and user experience, together with its belief in local talent and aspiration to master technology, are the advantages that enable Zalo to realise this vision. 

Over the past several years, Zalo has steadily become a key contributor to Vietnam’s digital transformation, working closely with government agencies nationwide to drive this progress. As of the end of 2024, there were 17,273 Zalo Official Accounts (OAs) operated by government bodies and public service providers, helping connect citizens across the country.

In addition, 468 Mini Apps are currently active on the platform, reaching more than 5.7 million users in just over a year, including 173 Mini Apps operated by government agencies.

• Administrative reform: enable citizens to complete procedures directly on their mobile phones. Government agencies can proactively send notifications or request additional documents, creating a more transparent, convenient, and time-efficient process.
• Public safety and security: connect citizens with local police, allowing incidents to be reported quickly and effectively. With multimedia sharing features, users can send photos, videos, or location data to assist authorities in responding promptly and ensuring community safety.
• Public awareness raising: enable important information to be delivered to millions of people through text, images, and videos, ensuring clarity and accessibility.
• Transparency in public administration: feedback and survey tools, helping authorities listen to citizen opinions, assess service quality, and respond in a timely manner, thereby strengthening trust and accountability while fostering closer community relationships.
• Digital Citizen Assistant: built on reliable legal data sources to support users 24/7 with administrative and legal information. Integrated directly into Zalo’s messaging platform, which has over 78.3 million monthly active users, it allows people across different age groups to access AI-powered support quickly and easily across topics such as land, driver’s licences, marriage, birth registration, inheritance, and business operations.

Beyond government services, Zalo has also driven positive change in public utility sectors such as education and healthcare. By the end of 2024, it had supported 258 service units in deploying Mini Apps, enhancing connections between parents and students, improving school operations, and expanding access to digital healthcare services - bringing practical digital transformation into everyday life.

Zalo works closely with government agencies at both provincial and central levels to support disaster prevention and response for citizens. In particular, Zalo has built a strong partnership with the Department of Dyke Management and Natural Disaster Prevention and Control under the Ministry of Agriculture and Rural Development to enhance features such as the “Vietnam Natural Disaster Prevention” Mini App and the “National Steering Committee for Natural Disaster Prevention and Control” Zalo Official Account:

• In 2024, Zalo worked with relevant authorities to send more than 214 million disaster warning messages. Of these, more than 183 million messages were sent in close coordination with the National Steering Committee for Natural Disaster Prevention and Control. Other key partners included the Hanoi Department of Information and Communications, which sent more than 22 million messages, Quang Ninh E-Government, which sent nearly 4 million messages, as well as many other local agencies.
• During Super Typhoon Yagi in September 2024, Zalo sent 141 million messages to affected areas in northern Vietnam. It also introduced the Zalo SOS feature, enabling citizens to contact local authorities directly for emergency support and update their safety status. Within just 10 days, one million people in northern provinces used Zalo SOS, providing reassurance to families and communities.

Digital charity connectivity:

• Alongside enhancing the cashless payment experience, ZaloPay has also embedded a strong community mission into its platform through the Donation feature, making it easy for users to contribute to meaningful causes. Acting as a bridge between individuals, businesses, and charitable organisations, ZaloPay helps strengthen corporate social responsibility and improves these organisations’ access to funding. At the same time, the feature helps users recognise the positive social value of their contributions.
• In 2024, ZaloPay’s Donation feature recorded 125,378 contributions, raising VND 5.2 billion for charitable projects. One of the standout campaigns was “Supporting Communities Affected by Super Typhoon Yagi”, delivered in partnership with Nguoi Lao Dong newspaper. Within just three days, the campaign raised more than VND 2 billion through over 25,000 donations, demonstrating the platform’s ability to mobilise rapid support for people in difficult circumstances.
• In December 2024, ZaloPay partnered with the Ho Chi Minh City Federation of Labour, Nguoi Lao Dong newspaper, and the Trang Khuyet Fund to launch the “Helping Each Other Get Home” campaign. Through the donation portal on the ZaloPay app, the program received more than VND 600 million from supporters before 16 January 2025. The full amount was used to help more than 400 trade union members and disadvantaged workers from grassroots unions across Ho Chi Minh City, as well as 100 elderly people living alone, children, and pregnant women under the care of the Trang Khuyet Fund, return home safely for Tet.

Economic impact:

Beyond public services, Zalo OA and Mini App have become important digital tools for businesses and organisations to enhance customer engagement and improve operational efficiency. As of Q1 2025, there were 5,355 active Mini Apps on the platform, representing a 302 per cent increase year-on-year.

Key results from enterprise Mini App deployment include:

• 31 million users engaged
• 32 per cent seven-day return rate
• Conversion rates 1.5 to 3 times higher than websites or fanpages

Zalo OA is also the most preferred channel for customer engagement:

• 95 per cent of users choose to receive information via Zalo 
• Net Promoter Score (NPS) of 57, with 84 per cent satisfaction and only 1 per cent negative feedback
• A 25 per cent increase in paying businesses in the first half of 2024, reflecting growing trust and effectiveness

Scalability

The model has strong potential for expansion through collaboration with government agencies and businesses to communicate and deliver benefits to a broader base of Vietnamese users. As of the end of Q2 2025, Zalo recorded more than 78 million monthly users, offering significant potential for the application of electronic public administration services. 

Transferable success factors:

A collaborative model between government and business, making full use of private sector strengths so that public services become more accessible and relevant to everyday life. 

Strategy for sharing and scaling the model

• Integrating results and lessons learned into curricula, case studies, and direct knowledge-sharing sessions within businesses or at reputable conferences
• Collaborating on communications through the press and social media