“Suitcase” version of the document office - another step towards the customer-centric administration
04 May 2015
One of the main tasks of the public administration is to provide high-level and accessible to everyone services. The Central Office for Administrative and Electronic Public Services (KEKKH) and the National Info communication Services Co. Ltd. (NISZ) using IT applications create an opportunity to set up a special, mobilized service that can be reached anywhere in the country and can ensure a secure, user-friendly operation of document offices’ services.
Considering the customer service modernization both in the public and private sectors KEKKH has set the objective to follow up modern assets and enhancements widespread in the international as well as in domestic practice and test them for example in form of pilot programs. Within the framework of the project entitled "Development of interoperable IT infrastructure of the integrated customer services " KEKKH purchased three portable, multifunctional instruments suitable for biometric identification data recording (facial image, fingerprint, signature) and comply with international standards (ICAO 9303, ISO 14443 A/B; ISO/IEC FCD 19794-5, 19785; ANSI / NIST-ITL 1-2000 (Type 1, 2, 4), FBI PIV) as well. The afore mentioned innovation - with some exaggeration – can be regarded as the “suitcase” version of document offices, which can be useful when due to renovation the document office is out of work. This instrument can help in taking over document offices’ tasks and provides an opportunity to raise the level of public administration services in case of citizens, who are unable to arrange their official affairs in person. The purchased instrument basically performs two functions. It is suitable for data recording necessary for document personalization (e.g. identity card, passport) as well as document verification. The appliance includes a document reader (RFID, MRZ) as well as a finger print reader, a signature capturing surface and in addition a built-in camera capable of capturing photos (facial image). Its great advantage is among others that it is a portable, compact, handbag-sized device, which is capable of capturing facial image, fingerprint and signature as biometric identification data in less than 5 minutes. The idea to create this mobile government customer service has mainly been inspired by two factors: on one hand taking into account social criteria, on the other hand aspects of convenience. Firstly, some citizens may be permanently or occasionally in a position to find it difficult to reach a customer service centre; secondly, certain organizations or customers require, that they can use services at a location and time specified by them (e.g. company headquarters, educational institutions, colleges, dormitories, etc.).