Self-Service Payment Kiosks for Ports, Customs, and Free Zone Corporation (PCFC) Dubai

Overview

The Ports, Customs, and Free Zone Corporation (PCFC) Dubai oversees vital sectors including marine, customs, and free zones in the UAE. With a vision to simplify services, enhance transparency, and improve citizen experience, PCFC partnered with us to modernize their payment collection process at government service centres.

Challenge

PCFC faced challenges in financial transactions at traditional cash counters in service centres. Manual processing often resulted in human errors and money mismanagement, creating inconvenience for citizens and additional workload for staff. With payments spanning essential services such as marine agency fees, visa renewals, and immigration exits, PCFC required a reliable, error-free, and citizen-friendly digital solution.

The Solution

We deployed Self-Service Kiosks (SSKs) to automate and streamline the payment process at government service centres. These kiosks allow citizens and customers to independently make payments with ease, speed, and accuracy, supporting government self-pay use cases. The kiosks were strategically installed at:

•  UAE Marfa
•  UAE Hamriya

Services Available on Kiosks

1. Marine Agency Payments
2. Visa Renewal / Visa Permit
3. Immigration Exit

Customer Journey

The kiosks deliver a simple, step-by-step process:

1. Customer approaches the kiosk at the service centre.
2. Selects the desired service (Marine, Visa, or Immigration).
3. Chooses payment method – cash or card.
4. If paying by cash, the customer deposits the required fee and instantly receives change from the kiosk.
5. If paying by card, the customer taps/swipes the card using the integrated POS terminal.

Payment is completed, and the service request is confirmed instantly.

Impact

• Reduced Human Error: Eliminated mismanagement of funds at counters.
• Faster Transactions: Citizens complete payments within minutes.
• Improved Accessibility: Services available at self-service kiosks beyond standard counter timings.
• Digital Transformation in Governance: Supported UAE’s vision for smarter, technology-driven government service centres with digital transformation solutions and smart-city–aligned kiosks.
• Customer & Citizen Satisfaction: Intuitive and seamless experience improved overall trust in PCFC’s public services, aligned with the benefits of self-service kiosks.

CONCLUSION

By adopting our Self-Service Kiosk solution, PCFC Dubai achieved a secure, efficient, and citizen-friendly system for handling critical payments, demonstrating their commitment to government innovation, digital transformation, and service excellence.