Immigration Department Leverages Information Technology and User-centred Design to Enhance Public Services

The Immigration Department (ImmD) provides a wide range of public services that are integral to the community’s everyday life, and is dedicated to elevating its service quality by streamlining business processes, incorporating user-centred design, and harnessing innovation and technology (I&T).

In December 2024, the ImmD introduced self-application services for Hong Kong identity cards (HKICs) at the new Immigration Headquarters in Tseung Kwan O. This enhancement has expanded the service scope of the Personal Documentation Submission Kiosks (PDSKs) to cover HKIC applications, in addition to Hong Kong Special Administrative Region (HKSAR) passport applications. For the first time, eligible applicants are able to make the application for an HKIC, covering the processes of identity verification, fingerprints taking, photo taking, form filling and signing, in a self-service manner. Those who wish to apply for an HKSAR passport can also submit the application under the one-stop service at the PDSKs. Upon approval, eligible applicants can collect their HKIC and/or HKSAR passport from the Personal Documentation Collection Kiosks (PDCKs) located at the Immigration Headquarters. In addition, the services provided by the PDSKs and PDCKs are appointment-free and operate beyond office hours from Mondays to Saturdays (excluding public holidays), thereby offering greater flexibility and convenience to the public.

The ImmD will evaluate the implementation of the PDSKs and explore opportunities to expand the service scope to better meet public needs. Committed to a user-centred approach, the ImmD will also continue to promote wider adoption of I&T, with a view to enhancing other public services under its purview.

More ImmD’s success stories can be found here:

- One-stop services at Tuen Mun Regional Office
- Application for HKSAR Passport at the Self-service Kiosks