South Africa’s beloved Department of Home Affairs has acquired 75 self-service terminals it plans to erect in its various branches, so more tech-savvy users can help themselves while reducing wait times. No, really. According to Home Affairs Deputy Minister Njabulo Nzuza, “The AI-powered kiosk will further expand our digital footprint and alleviate queues.”
Go alone, go faster with Home Affairs
If this sounds familiar, it’s because we reported on this same announcement an entire two years earlier, when Nzuza claimed the kiosks would be ready to go live by the end of 2023. He also specified that the booths would be available for use outside of operating hours.
We’re now closing in on two years since the end of 2023, and in that time, the DHA has opened more branches, including some in malls. It has also managed to buy and equip 75 booths in that time. That’s either way too long or just as long as needed, depending on how secure and reliable the terminals are.
As far as use case, everything remains the same; citizens can apply for and collect IDs and passports, as well as reprint birth, death, and marriage certificates.
Self-service kiosks in service sectors (like banking and fast food) that experience frequent queues have proven successful at alleviating crowding. The booths not only benefit customers, but they also reduce pressure on workers and attendants.
Home Affairs is undergoing a digital overhaul of its processes, which has the benefit of making things easier to track, as well as helping people become less reliant on carrying important documents that are a pain to replace if lost.
The department is still working to eliminate green ID books by working on various initiatives to make it easier for green book holders to switch. Recently, the department announced plans to issue official digital IDs and passports. The department has not specified when and where these kiosks will enter operation, nor has it specified the full capabilities of these self-service terminals.
