Despite a bumpy rollout in recent weeks, we hope the territory’s first online entry system will prove to be a big step in the right direction that will help lead the way for other badly needed e-government initiatives.
Once the system is operating as planned, it should reduce paper and streamline the arrival process, dramatically reducing wait times at the territory’s ports of entry.
It should also automate record-keeping, allowing for valuable data to be gathered for law enforcers and tourism officials without the need for teams to manually enter information from the old paper forms. Accurate and timely statistics should result.
So far, though, implementation has not been flawless. Following delays, the initial days of the rollout from Jan. 1 proved bumpy, with many travellers seeking help to fill out the new forms that had come as a complete surprise.
Additionally, some ferry passengers lacked internet service on their phones and couldn’t scan the QR codes needed to access the entry portal. Others complained that they were asked to enter a ferry registration number that they didn’t know.
The Immigration Department told the Beacon on Jan. 31 that most of the initial challenges have been resolved. This is good news.
But efforts to continually improve the system will need to continue. For instance, ferry operators, perhaps with government assistance, should consider providing internet service on board to improve efficiency. Better training would help too.
Also welcome would a broader awareness campaign to notify the public that the online portal is now mandatory — but that the forms can be filled out well in advance.
And given that each traveller is required to upload a passport image, cybersecurity must be a top priority.
Despite the recent challenges, the online-entry rollout has proceeded more smoothly than other recent e-government initiatives.
Major problems, for instance, continue to trouble the new work-permit system and the Inland Revenue Department’s online tax portal.
Moving forward, officials must realise that smooth implementation is key to building public confidence in any new system. Sticking to published timelines and thoroughly testing all processes in advance are crucial.
Ultimately, better coordination is needed from the top down. Instead of each agency pursuing its own programme in an ad-hoc manner, e-government initiatives should be designed, developed, implemented and maintained systematically in keeping with an overarching plan overseen by the most senior public officers.
Such initiatives are much needed in the Virgin Islands, which is far behind much of the rest of the world in terms of e-government.
We fervently hope the online entry system will give a glimpse of a better way forward.