People-based services to offer a pleasant experience

The Immigration Department (ImmD) introduced the next generation smart identity cards in November 2018 and rolled out the Territory-wide Identity Card Replacement Exercise (Replacement Exercise) in December the same year to have the identity cards replaced in phases in an orderly manner for holders of the existing smart identity cards. At the planning stage, ImmD viewed the replacement process as an experience journey and used it as the design blueprint. A people-based approach has been adopted at all points of interaction with the public from publicity, appointment booking, replacement visits, registration to collection, creating a brand new public service experience.

Innovative measures and thoughtful arrangements

Being attentive to details is one of the ways ImmD shows its solicitude towards the public. Having regard to the habits of persons of different age groups, ImmD has formulated a comprehensive publicity strategy by publicising the exercise through various channels so as to reach out to the community and remind the public to have their identity cards replaced on time. For appointment booking, apart from the conventional telephone appointment booking, the online service and mobile application of ImmD are also available for the public to conveniently and efficiently make appointments and fill in relevant forms. Nine Smart Identity Card Replacement Centres (SIDCCs) across the territory are easily accessible by the public. Apart from Sundays and public holidays, the service hours of SIDCCs run from 8 a.m. to 10 p.m. daily, allowing flexibility for the public to make arrangements for identity card replacement. The design of the layout and facilities of SIDCCs are extremely thoughtful. For instance, the reception, registration, phototaking and card collection areas are differentiated by four colours, making it easier for the public to understand the replacement process. To create a more easily accessible environment, ImmD has even introduced various barrier-free and caring facilities, for example, an indoor navigation system for the visually impaired first introduced in Government venues. ImmD has made every effort to demonstrate its care for people and its determination to provide people-based services. To save people’s effort and time, ImmD has also made good use of technology to provide self-services in tag issue, registration and collection. In addition, the processing time for registration at SIDCCs has been reduced from 60 to 30 minutes, whereas the time for issuance of a new smart identity card has been shortened from 10 to 7 working days, representing a substantial rise in the overall standard of service.

Walking together with care and cohesion

Care and inclusion are the core values of a harmonious society. ImmD has specially introduced the Arrangements for Identity Card Replacement with the Elderly and Persons with Disabilities so that they can be taken care of by their accompanying family members or friends during card replacement. In addition, the On-site Identity Card Replacement Service provides on-site identity card replacement and delivery services for the elderly and persons with disabilities at over one thousand residential care homes across the territory, allowing them to enjoy one-stop services at their place.

The working team of the Replacement Exercise has made all-out efforts to provide the public with the most thoughtful services, showing great care throughout the interaction. Meanwhile, the support from the public has served as the driving force for the team to persevere with their best. The Replacement Exercise is expected to last for four years until 2022. ImmD will continue to listen to the opinions of different sectors with an open mind in pursuit of excellence.