Foreigners Authority Alleviated Through Self-Service Terminals in Solingen
In the city of Solingen, the Foreigners' Office is facing significant challenges, particularly in the sensitive area of immigration and the integration of foreigners. The office has been under increased scrutiny following violent incidents, such as the knife attack in August 2024 by a Syrian national whose asylum claim was rejected [2][4]. To address these challenges and improve operational efficiency, the office is implementing self-service terminals as part of a modernization effort.
These terminals, now set up in the citizen’s offices in Ohligs and Mitte, as well as at Gasstraße, allow applicants to handle routine transactions and document submissions digitally. The self-service terminals are intuitive to operate, offering clear instructions on the screen in several languages.
Applicants enter their biometric data, including photo and signature, directly at the self-service terminals. The need to bring a biometric photo is eliminated, as it is taken directly on site at the terminal. After entering the data at the self-service terminal, applicants hand in their documents to a staff member for further processing on site. The entered data is immediately digitally recorded and transmitted for further processing to the caseworkers.
The new terminals offer a time-saving advantage for applicants. Staff can focus on qualified work due to the self-service terminal, freeing up time to address more complex cases. The shift to self-service terminals reflects a broader trend in German public administration to enhance digital service accessibility, especially amid increasing demands on immigration authorities [2].
Jan Welzel, the head of the public order department, stated at a media meeting that the automated procedure aims to get back to more regulated processes. Applicants must still book an appointment online, which is now possible again via the new software "FrontDesk" directly accessible on the municipal homepage. During the booking process, applicants are informed about the required documents for their appointment.
The implementation of self-service terminals is part of the Office’s strategic response to the complex social and security environment it currently operates within. The challenges include a high number of arrivals, complex legislative changes, and a shortage of skilled personnel. The self-service terminals are intended to simplify the application process and relieve staff.
As the Foreigners' Office continues to navigate the challenges associated with immigration, the introduction of self-service terminals marks a significant step towards improving efficiency and service delivery. With the new system in place, the office hopes to better serve its community while maintaining a focus on security and the complex cases that require personal attention.
[2] Source: German Public Administration Modernization Report, 2024. [4] Source: Solingen City Council Report, 2024.
- The self-service terminals, now available in Ohligs, Mitte, and Gasstraße, are part of the technology being implemented at the Foreigners' Office in Solingen, aiming to simplify the application process for foreigners and improve operational efficiency.
- The introduction of self-service terminals, which digitally record and transmit applicants' biometric data for further processing, is a strategic response to the complex social and security environment faced by the Foreigners' Office, as it helps relieve staff and better serve the community amid increasing demands on immigration authorities.
