HM Government of Gibraltar is delighted to announce the rollout of two 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 are available from today, with additional Smart City initiatives planned for phased delivery.

eGov Membership Pass

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

The eGov Membership Pass is not a digital ID and 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 Government 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 Membership 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 Membership Pass can also be used. Members of the public may choose whichever method they prefer, and where physical identification is still legally required, those procedures will continue.

To add the eGov Membership Pass to a mobile device, users should first download the Gov.gi eServices app, if they have not already done so. Once signed in, navigate to the Account section and select “Add to Wallet”.

Gov.gi eServices – Android
Gov.gi eServices – Apple

Customer Service Kiosks

Customer Service Kiosks will be rolled out across Government services to help increase efficiency and reduce waiting times at public counters. Each kiosk is customised to support specific services, allowing users to conveniently access essential functions. The rollout will take place in phases and launches with kiosks at the Primary Care Centre (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 tap their physical ID card or eGov Membership Pass and follow the on-screen prompts to confirm their arrival and check 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 can use the kiosks at the Customer Care Hub to check their Housing List number quickly and securely. The system displays 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 allows 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 using the physical ID card, will also be supported through the eGov Membership Pass in the near future. Future phases will 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 by providing an additional layer of interaction and options for users who require simple information without necessarily needing to speak to an officer, therefore removing the need to queue.

While many of the services offered by the kiosks are already available via the eGov online platform, the kiosks provide an easy-to-use and 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 their 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 is 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 provides a convenient and safe alternative so that the public can use both interchangeably as they wish. I would like to thank everyone at IT&LD and Digital Services for their relentless hard work on these developments, which promise to bring Gibraltar further into the digital age.’

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

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

The Chief Minister, the Hon Fabian Picardo KC MP, said:

‘I am delighted that IT&LD and Digital Services have been able to bring to life our vision for a comprehensive and 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 is 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 how people are able to engage with Government services.’

ENDS