“ Together We Build ” Joining hands to build a safer Hong Kong
FSTB organises exhibition
to promote digitalisation of public service among departments through procurement
Towards full digitalisation of government services
“i-Bonnie”, the i Ambassador
Making enquiries more innovative and interesting
OGCIO launches Elderly IT Stars Recognition Scheme
to commend the elderly proactively leveraging digital technologies
Efficiency Office
With the concerted efforts of 45 participating B/Ds, over 600 business facilitation / streamlining measures have been implemented in the past three years, entailing over 800 licensing and government services – totalling around 50 million transactions annually. These measures help improve business processes, strengthen communication, enhance service channels and streamline regulatory/ application requirements.
By harnessing I&T, B/Ds have made available electronic options for the majority of licence applications and government services, benefitting trade and the public with greater convenience and flexibility in their transactions with the Government, as well as lowering compliance costs and shortening turnaround time.
The Electrical and Mechanical Services Department (EMSD) has spared no effort in enhancing its licensing services through wider adoption of I&T. It now provides e-submission, e-payment and e-licencing services for 45 licences, covering various areas including electricity, gas, lift and escalator, and energy efficiency, with over 120,000 transactions per year.
To further enhance the user experience of e-services, EMSD has launched the E&M Trade App. Through the App, relevant electrical and mechanical practitioners can now obtain safety alerts and codes of practice, enrol on professional courses, record training hours, show their digital licence with dynamic QR codes for verification, and receive notification of registration expiry dates.
Being a pioneer in adopting new technologies to improve regulatory services, EMSD has used Blockchain technology to develop digital log-books for lifts and escalators which will allow practitioners to upload relevant works records in text, photo or video format instantly via mobile devices, thus enhancing their reporting efficiency. Blockchain technology will make the records immutable and thus uphold data integrity. Moreover, responsible persons, the trade, and EMSD can access work records via digital log-books anytime and anywhere to monitor the real-time work status. Parties can also benefit from data analytics and dashboards provided by the system by getting a better understanding of the overall conditions and performance of their lifts/escalators, thus enhancing relevant management effectiveness and public safety.
The Transport Department (TD) has been striving for innovation in licence management through its e-initiatives and is a pioneer within the Government in adopting “iAM Smart” to improve public services. Riding on the back of the successful launch of “iAM Smart”, TD has implemented e-licensing services in phases since December 2020 to cater for the needs of vehicle owners and drivers, such as renewal of Vehicle Licences and Full Driving Licences, booking for driving tests, application for “closed road / bus lane / restricted zone / prohibited zone” permit.
The public can authenticate their identity by “iAM Smart” and submit online applications through the “e-ME” automatic form filing and digital signing functions of “iAM Smart+”. With effect from 16 December 2022, e-Permits were launched in phases for Expressway Permit, Movement Permit, Long Load / Wide Load Permit and Excess Passengers Permit, etc. Permit holders can now easily print out the PDF e-Permits for display as with existing paper permits. To provide legal backing for the e-Permit initiative, relevant legislative amendments have been made by TD to enable e-service provision.
Apart from e-licensing services, TD also endeavours to provide user-centric services to bring convenience to motorists through adoption of I&T solutions. Since January 2021, TD has installed some 10,500 new parking meters that support multiple parking fee payment methods, including remote payment through the mobile app “HKeMeter”. The sensor-enabled parking meters can also detect parking space availability and provide real-time information through HKeMeter and HKeMobility to save motorists’ time in locating parking spaces and hence reduce unnecessary traffic circulation.
The Immigration Department (ImmD) is committed to enhancing customer service through expanding its scope of e-services and streamlining processes. Online channel for appointment booking, application submission, enquiry, payment and download has now been provided for over 30 services. Over 3 million annual transactions were processed by the e-Services System, primarily comprising online appointments and applications for identity cards, travel documents, visas as well as birth and marriage registrations.
To further enhance service standards, ImmD introduced the Next Generation Hong Kong Special Administrative Region (HKSAR) Electronic Passport in 2019, while e-means for filing HKSAR passport applications, uploading documents and appointment booking to apply for travel documents was introduced via the ImmD Mobile App. Self-service kiosks for application and collection of passports were also set up at the ImmD Headquarters and the seven ImmD branch offices. No booking is required to use these self-service kiosks, making the process fast and convenient. In addition to the function of scanning photographs brought by applicants, the Travel Document Submission Kiosks are also equipped with photo-taking function to take personal photos for the applications free of charge. The kiosks also support PPS, Octopus and FPS payment functions, providing alternative payment options for members of the public.
The application process has been further streamlined by waiving the requirement for applicants to submit birth and marriage certificates issued by ImmD. To further improve user experience, ImmD will launch a personalised e-notification service “iRemindU” through “iAM Smart”. Users will receive timely reminders to submit their immigration-related applications such as renewal of travel documents and extension of stay before their relevant expiry date. Going forward, the Department will further extend this feature to cover other types of services.
With the launch of “e-Visa” in late 2021, ImmD achieved a new milestone in its digitalisation journey. The “e-Visa” arrangement enables applicants to complete the entire visa application process online, from application submissions and payments to “e-visa” collection—providing a highly convenient means for persons intending to visit, work, participate in business, take up residence or study in the HKSAR. This new e-service has been well received by applicants, and over 650,000 “e-Visa” have been issued since its launch.
The Working Family and Student Financial Assistance Agency (WFSFAA) makes every effort to continuously improve its services and operational efficiency through intensive adoption of technology. The enhancement of e-submission services for online applications under the Student Financial Assistance (SFA) schemes for pre-primary, primary and secondary students and the Working Family Allowance (WFA) Scheme is one such key initiatives in service improvement. The enabling of e-submission as an alternative to paper-form submission brings convenience to applicants as they can now submit applications and provide supporting documents online via computers, laptops, tablets or smartphone, anytime, anywhere — saving the time and cost of photocopying and postage. Applicants who use iAM Smart+ can be swiftly authenticated with the added convenience of signing declarations electronically. For continuing applicants, certain data fields in their application forms are pre-filled by auto-retrieving relevant information from previous applications, saving both time and effort. Applicants may also track their application status and make appointments online for counter service. With the applicant’s consent, certain previously-verified application information, such as bank account information, can be shared amongst WFSFAA’s different schemes to obviate the need for applicants to repeatedly submit the same documentary proof.
WFSFAA has also been using mobile devices to support home visits and on-site inspections, which greatly enhance work efficiency and save the efforts of interviewees in providing copies of documents after such visits. Furthermore, WFSFAA has launched the first phase of chatbot service on its website to handle enquiries and check application status round-the-clock for applicants of WFA and Continuing Education Fund. The service will be extended in phases to cover other SFA schemes. All these enhancements have provided additional flexibility and convenience to applicants during the difficult time of the pandemic.
To support B/Ds in their journey of service enhancement and digitalisation, EffO works with the I&T sector in identifying and introducing latest technologies to B/Ds through different platforms. Since 2019, EffO has organised four solution days/exhibitions, and conducted over 100 business matching sessions for all 45 B/Ds to assist their in-depth exploration of I&T solutions on potential applications and implementation of pilot schemes and proof-of-concept projects.
To develop Hong Kong into a smart city and improve citizen’s quality of life and sense of well-being, B/Ds are dedicating their efforts to building a smart government. As pledged by the Chief Executive in the 2022 Policy Address, the Government’s aim is to turn all government services online in two years. EffO will continue to work closely with B/Ds to achieve this target of service digitalisation and pursue improvements that will bring wider, more visible and impactful benefits to the trade and the public.
