Digital Solutions Transform Citizen Services
Digitalization is rapidly advancing, and identity cards now feature digital interfaces. City halls and other public buildings are increasingly adopting this technology to streamline time-consuming administrative processes for citizens. In collaboration with local authorities, Qmatic has implemented its cloud-based platform, Qmatic Experience Cloud.
The platform offers various capabilities, including appointment scheduling, queue management, reporting, and analytics, leading to smoother experiences for citizens and increased employee efficiency. To ensure seamless interaction between different citizen IDs and their digital interfaces, SiteKiosk Online was tasked with addressing security vulnerabilities and designing a user-friendly kiosk interface. This interface aims to be clear, functional, and secure, particularly when citizens check in for appointments or join queues at the town hall.
Challenge
A significant challenge in implementing the project is the wide variety of citizen eID cards used to log in at the terminals. Each user must be accurately recognized, registered, and provided with the appropriate content and documents. This necessitates programming a new function into the kiosk software.
Data security in public administration buildings is crucial. It is essential to eliminate all security vulnerabilities in handling personal data and ensure that unauthorized individuals cannot access sensitive information.
Additionally, users should be restricted from accessing external websites while using the terminal, preventing them from inadvertently leaving the application.
Implementation and solutions
So far, 12 terminals have been installed in various administrative buildings to scan these eIDs. To ensure that different digital identities can be registered, recognized, and displayed quickly and accurately, the software was optimized with the help of SiteKiosk Online.
Previously, the underlying Windows operating system stored all provided certificates incorrectly. SiteKiosk effectively addressed this issue by first deleting the outdated certificate and then adjusting the system to read a new personalized certificate, preventing incorrect certificate assignments. Additionally, certificates are automatically deleted at the end of each session, allowing an unlimited number of eIDs to be scanned and processed.
SiteKiosk Online thoroughly customized these essential functions, significantly enhancing the application. This optimization is critical for public use of smart card readers with terminals.
Security is a key focus of this project. If errors or malfunctions occur during the Kiosk application’s use, all data from the current session is irrevocably deleted, and the user is automatically logged out. Inactivity also triggers automatic session termination, resetting the terminal to the start page. This ensures that no unauthorized individuals can access or view sensitive data
Image 1: Regular Log-In-Page
The content displayed on the terminal screens is a browser application showing the official registration webpage. In addition to the main functions, various other features are available, including cookie banners, a "Need help?" button, and a tutorial video (see Image 1).
However, URL applications pose the risk of users inadvertently or intentionally navigating to external websites, which can create security vulnerabilities. To mitigate this risk, the Kiosk application prevents users from accessing external pages. This protective mechanism ensures that the entire Kiosk application is secure and tamper-proof.
Image 2: Modified Log-In-Page
The login website was specifically modified using features provided by SiteKiosk Online to simplify its presentation and usability. By reducing the number of buttons and information displayed on the screen, users can operate the application more effectively, keeping the focus on registration (see Image 1 & Image 2).
SiteKiosk Online allows for hiding unwanted page content and customizing browser pages, enabling an existing website to be adapted for various situations with minimal additional effort.
Perspective
The effective integration of individual eIDs with tailored physical terminals and scanners significantly streamlines government processes, showcasing how the customer journey can be enhanced. Qmatic, in collaboration with public authorities, demonstrates how the smart use of kiosk terminals and personalized eIDs improves and simplifies visitor management. By leveraging customized software through SiteKiosk Online, complex applications can be implemented and presented more efficiently.
Security is ensured through tamper-proof applications, allowing for easy software handling by users. In the future, these kiosk terminals can also be deployed in pharmacies, hospitals, and other public institutions where personal documents are processed. The customized and restricted functions of the SiteKiosk Online platform further enhance the security of the entire kiosk application, making it tamper-proof.
About QMATIC
Qmatic is a global leader in transforming the connections between people and services, delivering truly exceptional customer experiences. Collaborating seamlessly with partners worldwide, Qmatic facilitates over 2 billion customer journeys each year across more than 65,000 systems in over 120 countries. Their solutions span various sectors, including finance, healthcare, retail, and public services. To learn more, visit www.qmatic.com
Case Study
Here you can download the case study as a PDF.
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