Thailand
Brunei: No more queue with Smart Q launch
THE Immigration and National Registration Department (INRD) recently launched its ‘Smart Q’ pilot project system – a system that could mean lining up in long queues to apply for or renew an identification card (IC) could be a thing of the past.
The ‘Smart Q’ system is a joint venture project between INRD and Rhymin & Partners Sdn Bhd – winner of the Public Service Commission’s Silver Award under the “proposal” category during 2016 Public Service Day.
The system makes use of a mobile phone application called ‘QueUP’, which allows the public, both locals and foreigners, to book their own slots for IC related services at the department at a date and time of their choosing.
Launched on July 31, the system is on trial for three months and will be expanded in phases to cover other services under the department.
Members of the public can make use of the application by downloading the QueUP app from the Apple Store or Google Play Store. After downloading, users can open the app and register into QueUP.
Once registered, users are directed to a menu where they can choose the department, service type and branch for the application or renewal of their IC.
They can then proceed to select their preferred date and time of their appointment by clicking the “book” icon corresponding to each available slot. A verification number and barcode will then be given to the applicants.
On the day of the appointment, applicants will need to be at the Identification Card division of the INRD at least 15 minutes before their booking time. They will then be required to scan their given barcode at a kiosk, after which the system will notify the numbering counter and provide an approximate waiting time before the applicant will be attended to.
The early booking system was introduced to speed up counter services at the Immigration and National Registration Department. However the Identification Card division will continue to serve walk-in applicants as per usual.
During the launch of the new Smart Q pilot project system, Salminan bin Haji Burut, the Director of Immigration and National Registration shared some of the initiatives that have been, and will be, implemented.
A taskforce was established earlier this year by the department to come up with an action plan to raise the department’s customer service standards.
In addition to Smart Q, the department also introduced a similar pilot project system for booking appointment slots for the application of travel documents on March 7 this year.
“Based on a survey carried out by the department, customers who have used the early booking service have given the system their thumbs up, saying that it has helped in reducing the waiting time when applying for their passport,” Salminan said of the travel document application booking system.
Another initiative, he said, “is the opening of additional counters for passport applications, especially during school holidays, when there are more people queuing up for passport-related applications.”
He added that “the department has also recently issued reminders through SMS to passport holders, reminding them to renew their passports before expiry, to avoid problems when travelling overseas due to the passports being less than six months before expiring”.
Another initiative was placing the department’s officers and staff at the counters of the Labour Department to receive applications for employment visas. “This is to convenience members of the public who are applying to bring in foreign workers, by housing all related document service counters under one roof,” the director explained.
In a further bid to improve the department’s services, the director added that suggestions boxes have been placed at the headquarters of the INRD and its branches in the four districts to gather information and recommendations from the public
“Members of the public can also get the latest information about the department and lodge complaints through the department’s official website and social media accounts on Facebook and Instagram. All the recommendations, comments and complaints will become reference materials for the department when reviewing its policies and guidelines to further improve its efficiency and effectiveness.”
The director also revealed that with the cooperation of DST, the INRD has sent 14 of its frontline staff to participate in customer service training hosted by DST as a measure to raise the department’s customer service quality.
He also announced that on August 7, the Immigration and National Registration Department – with cooperation from the Management Service Department – will conduct a survey to obtain feedback from the public on the department’s environment and facilities, their interaction with officers and staff, as well as their impressions of the department’s personnel while on duty.
The launch of the first-of-its-kind ‘Smart Q’ project was officiated by Pehin Orang Kaya Seri Kerna Dato Seri Setia (Dr) Haji Awang Abu Bakar bin Haji Apong, the Minister of Home Affairs.
The minister delivered a speech at the launching ceremony, in which he reminded all officers and staff under the Ministry of Home Affairs, particularly the INRD, to adopt a positive attitude towards any complaints, feedback or recommendations that have been voiced by the public, through platforms such as mass media, day-to-day conversation, and suggestion boxes and so on.
He also expressed hope that the Immigration and National Registration Department will always stay abreast of current trends and developments, as well as demands of the public, so that it can consistently deliver effective and top quality services to customers.
Source: http://borneobulletin.com.bn/no-queue-smart-q-launch/