The ‘Streamlining of Government Services’ (SGS) Programme aims to improve government services involving applications and approvals through streamlining the business processes and widening the adoption of technology with a view to improving their convenience, efficiency and transparency. The SGS Programme was launched in mid-2019.


In 2019-20, 36 bureaux and departments have proposed a total of 74 streamlining measures under the SGS Programme, entailing 117 government services with an estimated total annual transaction volume of 27 million.

The streamlining measures under the SGS Programme will bring improvements around the following areas:

1
Streamlining Business Processes
2
Reducing Documentation Requirements
3
Improving Service Channels
4
Strengthening Communications

Most of the measures focused on improving service channels (69%), followed by streamlining business processes (41%), strengthening communications (31%) and reducing documentation requirements (23%) (Note). Of all the measures, 82% involves the adoption of technology.
(Note: Figures do not add up to 100% as one measure may contribute to one or multiple improvement areas.)

Benefits to both the government and the public entails:


Most of the measures proposed by bureaux and departments are expected to bring service convenience (95%) to the public, followed by improved efficiency (76%) and transparency (30%).


Examples of streamlining measures from bureaux and departments include:


MEASURE: Immigration Department – Application for HKSAR Passport

 

Immigration Department (ImmD) has introduced New Travel Document Submission Kiosks at the Immigration Headquarters and immigration branch offices since May 2019. Eligible applicants may submit their passport applications at the self-service kiosks equipped with functions of identity authentication, photo-taking, data entry and electronic payment without making a prior appointment.


In addition, applicants are no longer required to furnish supporting documents issued by ImmD in their applications for HKSAR passport as ImmD will verify the information on birth, marriage or adoption from its own records. This brings more convenience to applicants and at the same time enhances the work efficiency in case assessment.


MEASURE: Hong Kong Housing Authority – Application for Subsidised Sale Flats Schemes

 

The Hong Kong Housing Authority has implemented online application for various subsidised sale flats (SSF) schemes, including the Home Ownership Scheme (HOS), White Form Secondary Market Scheme (WSM) and Green Form Subsidised Home Ownership Scheme since mid-2019. Applicants can submit electronic applications via desktop and mobile devices, pay application fee online and receive acknowledgements by email. In addition, with streamlined business processes, White Form applicants can concurrently apply for both HOS and WSM using a single application form while valid Green Form applicants can indicate in the application form their consent to carry over their unsuccessful HOS Green Form applications to the next SSF exercise without submitting separate applications and paying further application fees.


The list of completed streamlining measures and more examples will be uploaded later.