HONG KONG. www,esclgov,hk. Electronic Service Delivery Scheme ELECTRONIC SERVICE DELIVERY. & x m m 9 9= ft

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1 HONG KONG www,esclgov,hk Electronic Service Delivery Scheme ELECTRONIC SERVICE DELIVERY & x m m 9 9= ft

2 THE UNIVERSITY OF HONG KONG LIBRARIES Hong Kong Collection gift from Vice-Chancellor's Office

3 A Pioneer in Innovation The "Digital 21" IT Strategy of the Government of the Hong Kong Special Administrative Region aims to cement Hong Kong's position as a leading digital city in the globally connected world of the 21st century. The innovative Electronic Service Delivery (ESD) Scheme contributes to transforming the Government into an E- government. It significantly improves the quality and efficiency of public services and enhances their accessibility and reach by making them available through the Internet. An Award-Winninq Portal The ESD web site was proud to be selected, out of over 740 competing projects from 90 countries, as a winner of the Stockholm Challenge Award 2001, an annual international IT award programme organized by the City of Stockholm, Sweden. The jury was motivated to award this web site first place under the category of Public Services and Democracy as it "is strongly focused on customerorientation, reflected in the design of the user interface, integration of public and commercial services, diversity of payment methods including strong measures of security for personal data protection." >/ ~

4 An Innovative Business Model The ESD Scheme adopts an innovative business model with a high level of private sector involvement, creating a win-win situation for both the Government and the private sector. The private sector operator is responsible for developing, financing, operating and maintaining the system, and the Government starts to pay transaction fees to the operator after the transaction level has reached a pre-agreed volume. In turn, the private sector operator is allowed to make use of the ESD information infrastructure to provide advertisements and private sector e- commerce services to generate additional income. Under this model, the business risk to the Government is kept to the minimum; while the private sector operator has the continuous incentive to promote the wider use of ESD services and to introduce service enhancement. This also drives the development of e-commerce in the business sector. A Customer-Centric One-Stop Way of Service Delivery The ESD web site is one of the world's first fully bilingual (English and Chinese) one-stop portals providing integrated public and commercial services. The web site allows the public to conduct transactions with the Government electronically as well as providing interactive access to government information.

5 The ESD Scheme has also transformed the Government by cutting across departmental boundaries to deliver public service in a customer-centric way. Each of the over 110 online public services can be navigated and located by the public in several easily-recognised categories: EffiBHSBfn- Interactive Road Traffic Information Service, Application for Renewal of Driving/Vehicle Licence H3B^2H~ Appointment Booking for Marriage Dates, Appointment Booking for Obtaining an Identity Card, Application for Voter Registration, Application for Search and Copy of Birth/Death/Marriage Certificate IJJIIf«Mjf«M- Registration for Public Examination, Homepage on Continuing Education HiiBIBHfiEBn- Job search, Register Job Vacancies, Search for Job Applicants I3BEHB5- Payment of Government Bills, Filing of Tax Return, Purchase of Tax Reserve Certificates HBBBBRBIBI- Weather Forecast, Change of Address IBfHffH- Booking of Leisure and Sports Facilities*, Hong Kong Public Libraries rroffeseb- Statistical Bookstore, Government Bookstore, Small and Medium Enterprises Information Centre ibbbhiil- Tourist Information Lookup, Hong Kong - City of Life Web site * To be rolled out in the first quarter of 2002 ESD kiosks are installed to facilitate the provision of such one-stop service by incorporating touch screen monitor for easy browsing, keyboard for data input, scanner for image transmission, smart card insertion slot for authentication using digital certificate and payment by credit card/debit card, printer for confirmation of completed transactions, and phone for connecting to the 24-hour help desk.

6 BIB.REC.NO. g DATE REC'D 2 4 APR 2002 CLASS NO. IR' AUTHOR NO. A Convenient Facilh with Multiple Access Channels Apart from accessing through personal computers, over 4800 public computing facilities are provided in public libraries, post offices, community halls, the Super Cyber Centre and social centres to provide free access to BSD services. Smartly-designed BSD kiosks are also installed in convenient locations throughout the territory at MTR and KCR stations, shopping centres, supermarkets, government offices and exhibition / cultural centres. We will further expand the delivery channels to cover the mobile medium. A State-of-the-Art Infrastructure The BSD Scheme accepts a range of credit card and debit card payment facilities. To ensure the security of data transmission, BSD adopts leading edge technologies, including 128-bit encryption, Public Key Infrastructure, SSL (Secure Socket Layer) and SET (Secure Electronic Transaction).

7 The Road to a Digital Hong Kong With its uniqueness and innovation, the ESD Scheme marks an important milestone in E-government development in Hong Kong. We shall build on it further to develop Hong Kong into a leading digital city. February 2002 The Government of the Hong Kong Special Administrative Region