Management Consultancy: Streamlining of Government Services Programme

Streamlining business processes to drive continuous improvement of government services involving applications and approvals

Launched in 2019, the "Streamlining of Government Services" (SGS) Programme aims to improve government services involving applications and approvals through streamlining business processes and widening the adoption of technology on a continuous basis with a view to improving their convenience, efficiency and transparency.

Introduction of the Programme

Success stories

Transformation of Building Plans Submission

The Buildings Department launched Stages 1 and 2 of the Electronic Submission Hub (ESH) in June 2022 and March 2023 respectively to provide a one-stop e-platform, operating 24x7, for receiving and processing building plans, documents and applications submitted under the Buildings Ordinance (Cap. 123).

Application for Financial Assistance Schemes

The Working Family and Student Financial Assistance Agency (WFSFAA) has launched a number of new initiatives and streamlining measures in recent years. These measures aim at improving government services by widening the adoption of technology with a view to enhancing convenience, efficiency and transparency in public service delivery.

One-stop services at Tuen Mun Regional Office

The Immigration Department (ImmD) established a 4-storey regional office at the Tuen Mun Siu Lun Government Complex in March 2021 to provide one-stop services for different types of personal documentation applications. The services range from registration of birth and marriage to applications for Hong Kong identity card, various travel documents and also, extension of stay applications from both Hong Kong residents and visitors, most of which used to be offered only at offices outside Tuen Mun.

Self-service kiosks for application for HKSAR Passport

The Immigration Department (ImmD) has introduced travel document submission kiosks at the Immigration Headquarters and immigration branch offices since May 2019. Citizens 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.

Retrieval and printing of electronic vaccination records

The Department of Health (DH) has enhanced its computer system, to allow one-stop retrieval and printing of electronic vaccination records under the Hong Kong Childhood Immunisation Programme (CIP)* by DH staff. The enhanced system offers a centralised web portal for retrieving complete vaccination records which is conducive to efficient prevention and control of infectious diseases. Applicants are no longer required to approach DH service units separately, i.e. Family Health Service, Student Health Service and the School Immunisation Teams, to obtain a complete set of CIP vaccination records.

Streamlined processes for application for temporary storage service for cremains

The Food and Environmental Hygiene Department (FEHD) has simplified the application procedures for initial application, extending the period of temporary storage and retrieval of cremains. Applicants are no longer required to make payments in-person at Cemeteries and Crematoria (C&C) Offices and submit application forms for the latter two steps. Instead, an online channel has been introduced for applicants to make payment using credit card and PPS. For cremains retrieval, applicants only need to make an appointment by phone and bring along the required documents to relevant C&C Office on the appointed date.

E-platform for application for subsidised sale flats schemes

The Hong Kong Housing Authority (HA) has developed an electronic platform for receiving applications for various subsidised sale flats schemes, including the Home Ownership Scheme (HOS), White Form Secondary Market Scheme (WSM) and Green Form Subsidised Home Ownership Scheme since the second quarter of 2019. Citizens can submit 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 subsidised sale flats under the HOS and WSM using the same form while Green form applicants can indicate in the application form their consent to carry over their application information to the next subsidised sale flats exercise in case of unsuccessful application without having to submit an application again.

PROGRAMME ACHIEVEMENTS

In 2023-24, 40 bureaux and departments have proposed a total of 104 streamlining measures under the SGS Programme, entailing 249 government services with an estimated total annual transaction volume of over 12 million.

Streamlining measures

B/Ds

Government services

M+

Annual transaction volume

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

Most of the measures proposed in 2023-24 focused on improving service channels (82%), followed by streamlining business processes (20%), reducing documentation requirements (16%) and strengthening communications (14%)(Note). Of all the measures, 83% involves the adoption of technology.

(Note: Figures do not add up to 100% as one measure may contribute to one or multiple improvement areas.)

Streamlining Business Processes

Reducing Documentation Requirements

Improving Service Channels

Strengthening Communications

Benefits to both the Government and the public

Most of the measures proposed by bureaux and departments are expected to bring service convenience (86%) to the public, followed by improved efficiency (61%) and transparency (14%) (Note).

(Note: Figures do not add up to 100% as one measure may contribute to one or multiple benefits.)

Convenience
Efficiency
Transparency

Benefits to both the government and the public

From 2019-20 to 2022-23, a total of 316 streamlining measures have been proposed by 39 bureaux and departments. Completed streamlining measures can be found below:

Streamlining measures completed in 2022-23

Streamlining measures completed in 2021-22

Streamlining measures completed in 2020-21

Streamlining measures completed in 2019-20

Business Matching 2022

In collaboration with the Hong Kong Science and Technology Parks Corporation and the Cyberport, we have identified a number of I&T solutions offered by technology ventures pertinent to the wider digitisation of government services. In this connection, a series of online business matching sessions customised for the needs of bureaux and departments under the SGS Programme were conducted in February and March 2022, attracting over 580 participants from 28 bureaux and departments joining the event to keep abreast of the latest I&T solutions in the market that may be adopted to enhance the delivery of public services.

Innovation and Technology (I&T) Solution Day 2021

Co-organised by the Efficiency Office and the Hong Kong Science and Technology Parks Corporation, the I&T Solution Day 2021 aims to introduce and demonstrate to bureaux/departments various market-ready I&T solutions, showcase advanced technologies and their potential applications to enhance public service delivery. Innovation leaders from the Office of the Government Chief Information Officer, the Electrical and Mechanical Services Department and the Immigration Department also shared their valuable experience and insights on implementation of e-initiatives and journey of digital transformation.

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