{"id":11305,"date":"2025-09-18T07:58:46","date_gmt":"2025-09-18T07:58:46","guid":{"rendered":"https:\/\/www.unhcr.org\/blogs\/?p=11305"},"modified":"2025-12-29T11:34:24","modified_gmt":"2025-12-29T11:34:24","slug":"bringing-efficiency-to-greater-heights-unhcr-malaysias-digital-gateway-self-service-kiosk","status":"publish","type":"post","link":"https:\/\/www.unhcr.org\/blogs\/bringing-efficiency-to-greater-heights-unhcr-malaysias-digital-gateway-self-service-kiosk\/","title":{"rendered":"Bringing Efficiency to Greater Heights: UNHCR Malaysia\u2019s Digital Gateway Self-Service Kiosk"},"content":{"rendered":"[et_pb_section admin_label=”section”]\n\t\t\t[et_pb_row admin_label=”row”]\n\t\t\t\t[et_pb_column type=”4_4″][et_pb_text admin_label=”Text”]\n

By Mellissa Lina Mosses<\/a> and Lamine Kane<\/a><\/p>\n\n\n\n

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Figure 1: Digital Gateway self-service kiosks, available in multiple languages, at UNHCR Malaysia.<\/em><\/figcaption><\/figure>\n\n\n\n

Today, refugees and asylum-seekers in Malaysia<\/a> can access essential documentation and services more quickly and conveniently, with reduced waiting times and greater flexibility that helps them spend less time away from work, family and daily life. UNHCR Malaysia has taken an important step forward in service delivery \u2014 by introducing the Digital Gateway Self-Service Kiosk<\/strong>.<\/p>\n\n\n\n

The Digital Gateway<\/strong><\/a> is UNHCR\u2019s new global self-service platform that enables forcibly displaced and stateless people to access services and information securely, anytime and anywhere. Through a growing range of digital channels \u2014 including My Services web portal, Digital Gateway contact centre and kiosks \u2014 the Gateway helps people manage their own information, complete routine requests independently, and receive timely updates, while ensuring strong protection and data security.<\/p>\n\n\n\n

Launched at the UNHCR Malaysia office in Kuala Lumpur on 15 September 2025, the Digital Gateway Self-Service kiosk is designed to make key processes faster, easier, and more dignified for asylum-seekers. With just a few taps, users can renew their UNHCR certificate, update their contact details, address, photo, and verify their personal information. These steps are essential to ensure asylum-seekers can be contacted for important updates and continue to receive the services and protection they need.<\/p>\n\n\n\n

Today, these essential steps can be finalized within minutes, making documentation and updates faster and more efficient for asylum-seekers.<\/p>\n\n\n\n

The benefits extend beyond efficiency. By empowering asylum-seekers to handle routine processes independently, the kiosks free up UNHCR staff to focus on urgent protection needs, counselling, and life-saving support for the most vulnerable. This balance of self-service and dedicated protection ensures that resources are used where they matter most.<\/p>\n\n\n\n

Trying out the service for the first time, a user commented, \u201cThe use of kiosk is good, easy with less waiting time. The instructions provided are all clear.\u201d<\/em><\/p>\n\n\n\n

Who Can Use the Kiosk?<\/strong><\/p>\n\n\n\n

The kiosk is available to asylum-seekers registered with UNHCR Malaysia holding an asylum-seeker certificate<\/strong>. To ensure protection and proper use:<\/p>\n\n\n\n