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.

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…

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…

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 electroni…

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…

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…

Voter Registration through ‘iAM Smart+’ The REO has rolled out a new option for electors to submit applications for new registration as…

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.

104

Streamlining measures

B/Ds

249

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 improvement areas.)

Convenience

Efficiency

Transparency

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 was 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.