Renewing citizens’ passports via “virtual chat”
The service is available 24 hours a day, every day of the week.
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The Federal Authority for Identity and Citizenship has provided the passport renewal service for citizens, via virtual chat, on the authority's website or smart application, from five steps.
The authority explained that the service begins with introducing the customer about himself by answering the virtual assistant's question about his name, where the virtual assistant will welcome him, and show the list of services he can help him with, so the customer presses to apply for a service, then click on the passport renewal service for citizens Or write the service number.
The second step begins with the virtual assistant asking the user to enter the ID number, then to enter the date of birth in the following format: month / day / year.
Thirdly, the user will click on the link for providing the service, and fourthly, the virtual assistant will redirect the user to the service provision screen, to review the information, and finally go to the payment page in order to complete the process and obtain the service.
The authority stated that the service to renew an expired passport is available through its website and smart application throughout the day, all days of the week, while the average waiting time in customer service centers is seven minutes, and the average time to obtain the service is 48 hours.
The authority indicated that a number of digital services can be benefited from through the virtual conversation, including paying the fine for the visa file and modifying the status. The authority also provides, through its website and application, many services that can be accomplished, such as issuing a new passport, issuing a new family book, and amending data. Registration summary, request for exemption from delay fees, request to update data, renew identity card, and others.
The Federal Authority for Identity and Citizenship is implementing a digital transformation strategy based on five main objectives, which are improving the authority's competitiveness in the field of digital transformation, integrated digitization of processes and services, encouraging digital innovation with new technologies, enhancing the effectiveness and efficiency of digital processes and services, and an integrated digital culture.
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