Gov’t saves on manpower by replacing 70 workers with automated kiosks

The government’s digitization policies will enable citizens to renew identification and travel documents and process other applications around the clock via 58 self-use automated kiosks.

The government will reduce by 70 the number of civil servants necessary to process such requests at physical counters, the Head of the Department of Research & Development and Archive Management of the Identification Services Bureau (DSI), Chou Wai Kin, told a press conference held yesterday. The press conference was held to present the new kiosks, their location and functions.

Chou said the 58 new kiosks will not only be used by citizens to apply for and renew documents, but will not be restricted to public services working hours; the kiosks will be processing documents 24 hours a day, seven days a week.

The kiosks went live yesterday and are located in seven self-service Service Centers, four in the Peninsula, two in Taipa and one in Coloane.

The seven locations are the China Plaza building at the Avenida da Praia Grande, the MSAR Service Center at Areia Preta, the Avenida de Sidonio Pais (across Flora Garden), the Fai Fat building of Fai Chi Kei Public Housing, as well as, the Islands Service Center in Taipa (Nova Park building), the Lago Public Housing building in Taipa and the Seac Pai Van Community Services Complex in Coloane.

Though it has been possible to renew some documents using some kiosks, the new generation kiosks add a range of services to cater to more residents.

They also includes an automated height measurement, fingerprint collection and photo taking. All citizens over five years can use the equipment, although those below 18 years of age will need their parents or guardians to accompany them to process the request.

Citizens will be able to pay at the new kiosks electronically and choose where to collect their new documents after the DSI has processed them.

According to Chou, the new generation kiosks will processing documents of about 90% of the population. They are recommended for those not needing to be attended by a person.

The government expects to reduce by about 360 the “daily ticket numbers” previously handled by a staff member.

The DSI has also forecast an 80% reduction of people using physical counters.

At the same press conference, the DSI director, Chao Wai Ieng, noted the kiosk upgrade has considered feedback from citizens’ who used the old kiosks.

The DSI said that up to Nov. 30, some 410,000 people have used the self-service kiosks since they started operation.

The DSI also said that during the first phase of the kiosks’ implementation, staff will guide citizens through the process to ensure a smooth process. Citizens will be able to seek help via a 24-hour phone service.

11 services will use 24-hour Self-service Centers

In addition to DSI’s services, services from another 10 governmental services are available via the new 24-Hour Self-service Centers to provide a wider range of services to the public at any time of the day or night.

These are the Municipal Affairs Bureau, the Transport Bureau, the Social Welfare Bureau, Cultural Affairs Bureau, the Public Security Police Force, Health Bureau, Financial Services Bureau, Pension Fund, Social Security Fund, and Public Administration and Civil Service Bureau.