TD responds to Office of The Ombudsman's direct investigation report on arrangements for counter services at Licensing Offices
******************************************************************************************
The TD has always attached great importance to licensing services, and is committed to optimising the application processing workflow and enhancing the relevant queue ticketing and appointment booking systems. The TD appreciates the Office of The Ombudsman for its recommendations on improving the counter services of the Licensing Offices (LOs) and the service arrangements for the direct issue of the Hong Kong Full Driving Licence ("direct issue"). The situation mentioned in the direct investigation report mainly concerns the operation prior to the full implementation of the online appointment for counter services for "direct issue" on March 16, 2026. Following the implementation of the new measures, situations regarding service quotas and queuing order have significantly improved.
A spokesman for the TD said, "As applicants for 'direct issue' can be directly issued with a Hong Kong Full Driving Licence without taking a local driving test, we must conduct rigorous checks including verification of the original documentary proofs issued by places outside Hong Kong and where necessary, approach relevant authorities to authenticate the documents for safeguarding road safety and the public interest."
There is a strong demand for "direct issue", with the number of applications increasing by more than two-fold from about 27 000 in 2021 to about 84 500 in 2025. To provide convenience to applicants and enhance the processing efficiency, the TD has continuously introduced various enhancement measures, including the full implementation of the online appointment for "direct issue" counter services, increasing the appointment quotas by 40 per cent to 550 per working day, and extending the service to all four LOs, thereby substantially enhancing the overall processing capacity and resource utilisation.
The enhanced online appointment system has been operating generally smoothly and stably since its launch. The system features a human-machine verification mechanism, virtual queue management, verification of the applicant's identity through "iAM Smart" and artificial intelligence (AI), and the use of a one-time password for verification. These have strengthened security and prevented the abuse of appointments, ensuring a smooth and fair operation, while safeguarding the rights of the public. Applicants can make appointments in a fair and orderly manner according to the system's instructions and submit their applications at the selected LOs, saving queuing time on site. If the information and supporting documents submitted by the applicant are in order, the approval can generally be completed on the same day with the driving licence issued.
The spokesman added, "We will continue to monitor the operation of the new arrangements, while at the same time actively explore the use of technology to optimise the application procedures for 'direct issue', with a view to further streamlining procedures and enhancing the experience. We will also adopt new AI technologies in e-licensing services to enhance work speed and efficiency, promoting the integrated development of digital technologies and transport. As for the recommendations of the Office of The Ombudsman on further improving the ticketing and queuing arrangements for the counter services of the LOs, we will keep monitoring the service performance and actively study feasible enhancement measures to enhance service quality and efficiency."
Currently, the TD has more than 20 licensing services available for online application, and has also rolled out various new e-licensing measures in recent years, including enhanced online application and renewal procedures for vehicle licences, the e-Licensing Portal one-stop online e-licensing platform, the International Driving Permit Self-service Kiosks, and the electronic International Circulation Permits, enabling the public to submit licence applications more conveniently. The TD will continue to promote online licensing services and enhance counter services to reduce the need for the public to visit the LOs in person, while providing a more convenient and efficient service experience.
Ends/Monday, June 29, 2026
Issued at HKT 16:33
Issued at HKT 16:33
NNNN