Self-service Kiosks at the Government Service Center

Self-service Kiosks at the Government Service Center

The self-service terminals at the Government Service Center are the physical embodiment of "Internet + Government Services" and are core facilities driving the "One Network for All" and "One-Stop Service" reforms. They integrate various decentralized government services into a single terminal, providing convenient 24/7 service to citizens and businesses.

I. Core Functions

1. Information Query and Printing

*Certificate Printing: Self-service printing of common certificates such as proof of no property ownership, social security enrollment and payment certificates, tax payment certificates, and business registration forms. These certificates are typically stamped with an electronic official seal and have the same legal validity as those issued at the counter.

*Information Query: Query provident fund account balances, social security payment details, policies and regulations, service process guides, and application progress.

2. High-Frequency Services

*Entry and Exit Services: Self-service endorsement for Hong Kong, Macao, and Taiwan travel permits (with immediate access) is one of the most successful application scenarios.

*Tax Services: Personal tax returns, invoice verification, and invoice issuance.

*Social Security Services: Flexible employment insurance registration, social security card activation, and reporting lost cards.

*Market Supervision Services: Annual reports for individual business owners, changes to business-related information, etc.

*Housing Services: Housing subsidy applications, maintenance fund inquiries, etc.

3. Document Submission and Processing

* Scan and Upload: Scan your ID card, business license, application form, and other documents and upload them to the approval system to complete your online application.

* Document Copy: Provides self-service copying of documents such as ID cards and household registration books.

4. Convenient Services

* Utility Bill Payment: Pay water, electricity, gas bills, and traffic violation fines.

* Appointment Service: Book an appointment online to reduce waiting in line.

II. Core Advantages and Value

1. For Citizens/Businesses:

* Time Freedom: Breaking the constraints of "weekdays and working hours," applications can be processed after hours or on weekends, solving the problem of "no time to process during the working day, nowhere to process after hours."

* Reduced Queues: Redirecting a large number of simple inquiries and printing services away from manual counters, significantly shortening wait times at government service halls.

* Transparent Process: Service guidelines, required documents, and processing progress are clearly visible, reducing the need for multiple trips due to information asymmetry.

* Strong Privacy: Querying and printing personal property, social security, tax information, and other information can be done privately at self-service terminals, avoiding the awkwardness of publicly displaying information at government service counters.

2. For Government Agencies:

* Improved Administrative Efficiency: Freeing staff from repetitive consultation and printing tasks, allowing them to focus on complex approval and service work.

* Reduced Operating Costs: Serving as an effective extension and supplement to physical service halls, it reduces the need for numerous manual counters and space.

* Promoting data sharing: This forces departments to break down data silos and achieve data interconnection and interoperability, a crucial step in implementing the "One Network for All Affairs" initiative.

* Cultivating a people-friendly and efficient government image: This demonstrates the government's resolve and ability to leverage digital tools to serve the public.

III. Typical Usage Process (Taking Printing a Social Security Payment Certificate as an Example)

1. Identity Verification: Place your ID card on the card reader or perform facial recognition.

2. Service Selection: On the main screen, select "Social Security Services" -> "Print Personal Insurance Payment Certificate."

3. Information Confirmation: The system automatically displays your name and ID number, and you select the payment period you wish to print.

4. Preview and Print: Preview the certificate format on the screen. Once confirmed, click "Print."

5. Collection Completed: Remove the electronically stamped certificate from the paper outlet. The entire process takes approximately 1-2 minutes.

IV. Current Situation and Challenges

*Coverage: Terminal functionality varies significantly across regions. Some terminals can handle hundreds of tasks, while others have limited functionality, requiring continuous integration and expansion.

*System Stability and Compatibility: The system requires integration with the back-end systems of multiple government departments, resulting in high technical complexity and maintenance challenges.

*User Experience: User-friendly interface design and intuitive operation processes directly impact usage. Elderly individuals unfamiliar with electronic devices still require guidance and assistance.

*Security Requirements: This involves a large amount of sensitive personal information, placing extremely high demands on network security, data encryption, and identity authentication.

Summary
Government self-service terminals are a critical bridge connecting digital government and citizens. They extend government services from the "window" to the "doorstep" (possibly also in communities and bank branches), truly achieving the goal of "letting data do more work, reducing the need for citizens to run around." As the technology matures and the "streamlining administration, delegating power, and improving regulation" reform deepens, their functionality will become increasingly powerful, making them an indispensable public service node in smart cities.