In the era of 'ease'... Why do we still demand personal presence?

Electronic services are no longer an optional add-on; they have become a fundamental part of people’s daily lives and of the efficiency of states and institutions. In a world where complex financial, commercial, and legal transactions can be completed via mobile phones, some government entities and large companies in Kuwait still require citizens and residents to appear in person to carry out simple transactions. Some even continue to demand scanned copies of national ID cards or passports. This situation warrants serious attention, not merely for the sake of criticism, but because the world around us is changing rapidly, while certain procedures still operate with a mindset belonging to the era of paper-based transactions.

At the same time, we must commend the continuous development of digital government services in Kuwait, led by the “Sahel” application, which has succeeded in streamlining a large number of transactions and services. Citizens and residents can now complete many of them within minutes, without needing to visit the relevant government entity. This important experience confirms that technology is available, that service development is feasible, and that saving time and effort can become a tangible reality. However, the success of “Sahel” raises a crucial question: If some entities can complete their transactions electronically within minutes, why do others still require personal attendance?

This issue is not only about the convenience of citizens. Every unnecessary visit means wasted time, disruption of working hours, increased paper usage, and greater pressure on employees and service centers. Well-designed digital services save time and costs, reduce errors, provide electronic records of procedures, and enhance transparency. Even more puzzling is the practice of some entities demanding copies of national ID cards or passports at a time when official bodies can electronically verify a person’s identity and basic data. If the information already exists with the state, why ask citizens to provide it again?

Another important aspect that deserves attention is electronic signatures, which have become a reality in Kuwait, enabling the signing of documents and the completion of certain transactions electronically in accordance with approved regulations. This development raises a legitimate question: If individuals can verify their identities and electronically sign documents, why do some entities still require personal attendance or handwritten signatures on printed papers?

Leveraging these capabilities requires government entities and large companies to update their procedures, make use of approved electronic verification and signature tools, and avoid insisting on paper-based transactions whenever they can be securely and legally completed digitally. The world has reached a stage where buying property in another country, transferring funds, signing documents, and following up on registration procedures can be done to varying degrees via mobile phones, without personal attendance. So how can we accept that a simple transaction within Kuwait still requires personal presence and document copies?

The goal is not merely to place all services in electronic applications, but to redesign the services themselves. This means asking about each step: Why does the citizen need to appear in person? Why are we requesting this document? Can the information be verified electronically? Can the entity obtain it directly from another source? Can the transaction and its signature be completed electronically without the need for a personal visit?

This is where monitoring and guidance come into play. Some government entities and major companies require periodic reviews of their procedures, leveraging specialized expertise in information and communications technology and digital services, and measuring service quality from the user’s perspective rather than that of the service provider. The “Sahl” application has demonstrated that change is possible, and that transactions previously requiring significant time and effort can be reduced to mere minutes. Moreover, the availability of electronic signatures and digital verification tools creates broader opportunities to move beyond simply offering services through apps to completing entire transactions electronically, without unnecessary paper-based steps or reviews that are not strictly required. In the era of digital transformation, citizens are no longer expected to adapt their lives to institutional procedures; rather, it is their right to expect these institutions to evolve their processes to align with their daily lives. The success of digital transformation is not achieved merely by launching applications, but when personal presence becomes an exception necessitated by specific requirements, rather than a routine step that can be dispensed with. - Waleed Ibrahim Al-Khubaizi