Streamlining Government Operations: The Case for Biometrics-Based Self-Service Infrastructure

Grahame Saunders, General Manager of Identity Management at NEC XON.

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The digital age has opened up unprecedented opportunities for governments around the world to improve service delivery, reduce bureaucratic inefficiencies and realize the vision of e-government services. This creates a huge opportunity, for example in South Africa, where the Department of Home Affairs has issued 2.6 million smart ID cards against a target of 2.2 million for the 2022/23 financial year.

“At the heart of this transformation is the use of biometrics-based self-service infrastructure, a powerful tool that not only eases the burden on government service centers, but also adds significant value through convenience, improved efficiency and safety,” says Grahame Saunders. , GM identity management at NEC XON. One of these applications concerns requests for identity documents:

Consider the state of government service delivery 10 to 15 years ago. If you needed a passport or ID, the process was slow and laborious, often taking weeks just to verify fingerprints and photos before further action could be taken. Fast forward to today, and the contrast is stark. Now, fingerprint verification takes just seconds, thanks to the integration of biometrics into government systems. The time saved is monumental, not only for the government but also for the citizens who request government services.

NEC XON self-service terminal.

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This move to digital records of biometrics marks a pivotal moment. “Once your biometric data is registered, the government not only recognizes your existence, but also ensures that you are uniquely identified across the public and (potentially) private sectors – eliminating problems such as duplication of registration documents. identity, bank accounts and social assistance. “, says Saunders. This digital format paves the way for wider implementation of e-government services.

One of NEC XON’s innovative solutions is the deployment of self-service terminals for e-government. These kiosks can identify individuals through their fingerprints or facial recognition, thereby confirming their identity and preventing identity theft. The real advantage of these self-service kiosks is their potential to revolutionize the way government service centers operate.

Saunders says: “Currently, citizens often have to visit government offices twice: once to apply and once to get their money back. However, with the introduction of remote technologies such as self-service kiosks or online applications, the need for an initial visit could be eliminated entirely. This would halve the time spent in queues and reduce the workload on government departments, making the whole process more efficient and citizen-friendly.

Of course, the implementation of digital identification and biometrics systems is not without challenges, particularly in terms of security. Data breaches are a legitimate concern, and there is a natural apprehension around the transmission of biometric data. At NEC XON, we leverage world-class solutions to ensure data security, with robust encryption and continuous patching against vulnerabilities.

In South Africa, the adoption of biometric systems has made identity theft more difficult. The use of biometrics significantly reduces the risk of identity theft, which is a major step forward in protecting citizens. However, we must remain vigilant, especially when faced with issues such as infant identity theft – a problem that requires continued attention and innovation.

A common challenge with digital ID systems is ensuring accessibility in remote or underserved areas. This is not a problem unique to South Africa, but it can be addressed effectively with adequate infrastructure. The ability to identify citizens through biometrics, regardless of their location, allows governments to provide services more efficiently, even in the most remote regions. Self-service kiosks and mobile service units can be deployed to bring these services directly to where they are needed most.

Additionally, with advances in alternative energy sources and mobile communications infrastructure, such as NEC XON’s involvement in OneWeb satellite technology, the reach of digital ID systems can be further expanded.

Successful deployment of digital ID systems requires collaboration between the public and private sectors. Public-private partnerships (PPPs) are key to bringing necessary digital infrastructure to rural and remote areas, ensuring these systems are inclusive and equitable for all citizens.

Globally, we have seen the successful implementation of e-passports, where biometric data is stored on microchips, marking a first step towards the widespread adoption of digital identification. As this technology continues to evolve, governments must work hand-in-hand with private sector partners to ensure that the benefits of digital identification systems are universally realized.

Biometrics-based self-service infrastructure represents a significant step forward in the evolution of online government services. By reducing the burden on government service centers and improving convenience, efficiency and security, these systems have the potential to transform the way governments interact with their citizens. As we continue to innovate and collaborate, the future of government service delivery looks brighter than ever.