HM Government of Gibraltar has announced the rollout of two exciting new initiatives spearheaded by the IT&LD and Digital Services, designed to enhance customer interactions with public services, both in person and online. These services will be available today, with additional Smart City initiatives planned for phased delivery. 

eGov Membership Pass 

The eGov Pass is a secure, convenient, and free digital service available on both iOS and Android devices. It will provide users with an NFC-enabled contactless alternative to the existing physical ID card when interacting with Government services. 

This new eGov Pass is not a digital ID, and it does not store any sensitive data on a user’s device. Instead, it acts as a secure digital access key to information already held on the Government’s systems and offers a single point of interaction to streamline access to a growing range of services. It is fully integrated with the eGov portal and available for all registered users to download at no cost. 

The eGov Pass has been designed to work with Apple Wallet and Android Wallet technologies, ensuring a smooth contactless experience on both platforms. 

Importantly, the contactless chip in the existing Gibraltar ID card remains fully supported for all services where the eGov Pass can also be used. Members of the public can choose whichever method they prefer, and in cases where physical identification is still legally required, those procedures will continue. 

To add the eGov Pass to your mobile device, first download the Gov.gi eServices app, if you haven’t yet. Once signed in, navigate to the Account section and select Add to Wallet. Download the app below: 

Gov.gi eService - Android Gov.gi eServices - Apple 

Customer Service Kiosks 

Kiosks will be rolled out across Government services to help increase efficiency and reduce waiting times at Government counters. Each kiosk will be customised to support specific services, allowing users to conveniently access essential functions. The rollout will occur in phases and is launching with kiosks at the PCC and the Customer Care Hub at 323 Main Street. 

Health 

At the PCC, kiosks will support appointment check-ins, helping to streamline patient flow and reduce waiting times at clinics. Users can simply tap their ID card or eGov Membership Pass and follow the on-screen prompts to confirm their arrival and get checked in for their appointment. 

Patients attending the PCC with more than one appointment scheduled on the same day should proceed directly to the check-in desk rather than using the kiosk. 

Housing 

Members of the public will be able to use the kiosks to check their Housing List number quickly and securely at the Customer Care Hub. The system will display the user’s current position on the waiting list, drawing information directly from the central Housing database to ensure accuracy and real-time updates. This removes the need to queue or contact the Housing Department directly and provides an accessible, user-friendly way to obtain housing information. 

Parliament 

A kiosk located at the Customer Care Hub will allow members of the public to check their voter registration details in advance of upcoming elections or referendums. 

Future Services 

Access to the Midtown Car Park, previously available with the physical ID card, will also be supported through the eGov Pass soon. Future phases will also include kiosks at the Parcel Post Office to facilitate the collection of items, improving efficiency and convenience for postal customers. 

The Kiosks aim to enhance customer experiences at Government counters, providing an extra layer of interaction and options for users who may require simple information without necessarily needing to speak to an officer, therefore removing the need to queue. 

Whilst many of the services that will be offered by the kiosks are already available on the eGov online platform, the kiosks offer an easy-to-use, inclusive alternative with increased opportunity for interaction and interoperability with traditional counter services. 

Users can access kiosk services by tapping either their physical ID card or eGov Membership Pass. 

Chief Officer for eServices and Innovation, Jonathan Gonzalez, said: 

‘Gibraltar is among the global pioneers in delivering a unified, mobile-first digital access solution for government services. IT&LD and Digital Services have worked closely with NearForm and DotOrigin to ensure compatibility with the latest wallet and NFC technologies.’ 

The Chief Secretary, Glendon Martinez, said: 

‘This is a practical, real-world example of digital government in action, reducing queues, increasing efficiency and giving people quicker, secure access to services. It’s important to remember that the kiosks will not replace counter services but will make it easier and quicker to visit a counter and get things done. Similarly, the eGov Membership Pass will not replace physical ID cards, but will provide a convenient, safe alternative so that the public can use both interchangeably as they wish. I’d like to thank everyone at the IT&LD and Digital Services for their relentless hard work on these exciting developments that promise to bring Gibraltar leaps and bounds into the digital age.’ 

The Minister for Health, Care and Business, Gemma Arias-Vasquez, said: 

‘The PCC is one of the busiest public services in Gibraltar and anything we can do to reduce queues, improve patient flow and make appointments run more smoothly directly improves the experience for both patients and staff. 

The introduction of these appointment check-in kiosks, alongside the new eGov Membership Pass, responds directly to feedback we received through the PCC patient survey, where reducing waiting times and improving the arrival experience were clear priorities. These changes improve the whole patients journey for many, while keeping the human support at the PCC firmly in place. This is about using digital tools sensibly to support frontline services, not replace it. 

We will continue to modernise primary care in a way that is patient-focused, making it easier for people to attend appointments and ensuring our clinicians can spend more time doing what matters most, caring for patients.’ 

The Chief Minister, Fabian Picardo, said: 

‘I’m delighted that IT&LD and Digital Services have been able to bring to life our vision for a comprehensive, robust digital Government. In the information age, it is vital that members of the public can do their business with Government in a way that is secure, convenient and hassle- free. That’s why our programme for Government included the development of Gibraltar as a Smart City as a manifesto commitment. Through these initiatives, Gibraltar is a global leader in terms of how our people are able to engage with Government services.’