Over the past 25 years after Hong Kong’s return to the Motherland, the Immigration Department (ImmD) has been issuing Hong Kong Special Administrative Region (HKSAR) Passports with state-of-the-art security features. With innovative technology as the core element of its design, the Next Generation Electronic Passport System (the System), which is devised under the principle of people-based service, renders quality service in the whole process from application submission to collection of a passport.

FAST AND CONVENIENT SELF-SERVICE APPLICATION AND COLLECTION

In the era of digital transformation, self-service public services have become a new trend. The System’s Travel Document Submission Kiosk enables members of the public to complete all the application steps including photo taking (free of charge), form filling and electronic payment in a self-service manner within 5 minutes. Members of the public can also complete the collection process easily in a self-service manner by using the new Passport Collection Kiosk. Moreover, the Tuen Mun Regional Office took the lead to provide “one-stop” services. Members of the public, when making an application for birth registration or an identity card, can apply for travel documents at the same time. The System will share data at the back end to handle all applications at a single counter, saving applicants the time to approach several offices.

ENHANCED PROCEDURES TO BOOST OPERATIONAL EFFICIENCY

The promotion of the full digitalisation of government services is the major target for building a smart government. The System has extended the service of passport application to mobile platforms, allowing members of the public to submit an application anytime and anywhere with their mobile phones. Furthermore, the System has incorporated the “e-ME” form-filling function of “iAM Smart” for automatic input of personal particulars. To cope with the increasing number of passport applications, the System has also introduced sophisticated and fully automated passport personalisation machines to substantially boost productivity, in addition to the automatic approval of passport applications with the smart system. Through a series of innovative measures, the System has successfully brought fruitful outcomes through the application of innovative technology. The processing time of passport issuance has been significantly shortened from 10 to 5 working days without employing additional resources, while the passport application fee has remained unchanged for years.

Looking ahead, ImmD will continue to strive for excellence and actively introduce more innovative services for the benefit of the public, doing a good job of “be responsive to people’s needs”.