PUBLIC SECTOR

Immigration Department:
Next Generation Smart Identity Card System
(SMARTICS-2)

Photo source: Immigration Department’s homepage (https://www.immd.gov.hk)

Background

PCCW Solutions was awarded the contract to design, supply and implement the Next Generation Smart Identity Card System (SMARTICS-2) for the Immigration Department, including the core system, multi-purpose self-service kiosks, next generation tag system and electronic services system.

Solutions

Innovative digital technologies were adopted in implementing a number of improvement initiatives to offer a completely new public service experience to Hong Kong residents. For example, appointment booking for card replacement and form-prefilling can be made on the Internet or through mobile application platforms; self-service registration kiosks and self-service collection kiosks are also introduced.

SMARTICS-2 enables more self-service means and online electronic services throughout the card replacement exercise, supporting multiple devices on a single common platform, delivering omni-channel services to the public with greater convenience.

Value created

With the introduction of the newly launched mobile application channel, residents only need to take a few simple steps to make appointments and fill application forms in advance for their identity card replacement. Residents can also easily and efficiently complete the identity card replacement process by using the self-service registration kiosks and the self-service collection kiosks.

To cater for the needs of the elderly and persons with disabilities residing in residential care homes and spare them the trouble of visiting the replacement centers for identity cards replacement, a secured and reliable mobile registration system was developed so that they can enjoy one-stop services at their residential care homes.

By making good use of digital technologies at every touch point with residents, from appointment booking to registration and collection of Hong Kong identity cards, SMARTICS-2 delivers high-quality public services and unified customer experience to more than 7 million residents in Hong Kong.