Digitization continues to spread as organizations are looking to implement online services that are safe, touchless and that provide a simple and intuitive user experience. Citizens are also relying on their governments to provide access to online services. Government self-service kiosks offer advantages to both the citizen and the agency by reducing line-ups for services and the risk of human error, as well as administrative costs. These kiosks can be deployed in areas such as government offices and public areas to reach people easily.

Will there be more self-serve kiosks in government offices following their introduction during the pandemic? The self-service market is expected to reach $58.41 billion by the end of 2024, up from $24.06 billion in 2018, according to a report by Mordor Intelligence. While governments have lagged slightly behind due to security concerns, the new enhanced functionalities like fingerprint scanners, retina scanners, built-in cameras and signature pads, now offer government agencies a higher level of security than before.

With their broader array of capabilities and improved technology, self-service kiosks are better able to serve the needs of government agencies in many new ways.

Providing directions and information

Self-serve kiosks are being used by governments to manage crowds more efficiently in large places. Visitors can quickly identify themselves if needed, learn where to go and how to get there. By simply tapping on the screen upon arrival, they can choose the information they want and receive information.

Updating documents

Updating government documents is time-consuming and expensive but self-service kiosks can do so efficiently. The touchscreen can allow citizens to log in and update on their own.

Reaching remote populations

Government services can now be accessed by citizens who live in rural areas or remote locations. Similarly, digital kiosks can accommodate the needs of handicapped citizens or citizens with special needs.

Multi-lingual connection

The self-serve kiosk can provide information to citizens in their mother tongue making it an excellent technology for countries that serve populations speaking different languages.

General trends

Governments are embracing digital leadership and taking steps to change their culture to one where flexibility and change are encouraged.  This means creating platforms where departments and agencies can share and access data, and attracting a younger workforce that wants a modern, digital workplace. 

More Canadians are now working from home, and many have decided to move from busy urban centres.  This has forced governments to focus on making improvements in digital infrastructure in order to bring services to all parts of the country. New applications for agencies interested in kiosks include the following:

  • Public libraries can use self-serve kiosks to offer patrons automated book rental services
  • Departments of motor vehicles can use kiosks to expedite vehicle registration renewals, temporary registrations, license plate orders, payments for tickets and even allow users to take written driving tests. In addition to reducing costs, kiosks can also shorten wait times for customers.
  • Convention offices and tourism departments are using kiosks to promote their destination. Self-service solutions provide communities with a new way to engage tourists and connect with locals by promoting events, shops, restaurants and attractions.
  • Governments are using kiosks to replace job boards allowing job seekers easy access to all the jobs within the system regardless of location.

Innovation trends

The self-serve kiosk market is driven by technology and evolving rapidly market due to advancements in communication and payment technologies.

  • Manufacturers are providing services to empower users to perform a variety of actions including proactive maintenance, remote monitoring and the ability to track scheduled maintenance and identify problems.
  • Kiosks that are enabled with NFC & RFID allow users to easily authorize their identity and access management solutions in a few seconds.
  • Self-serve kiosks will be expected to comply with ADA regulations to ensure that they can be accessed and used by users with some mobility limitations.

Self-serve kiosks and online services are transforming the way citizens access government services, with more and more people looking for an intuitive, user-friendly online experience. Nuvoola offers a self-serve kiosk that leverages artificial intelligence and other technologies to provide a seamless, user-friendly experience. To learn more, visit our solution page.