世界旅游业理事会：实施数字旅游门户_25页_4mb

Summary of Implementing a Digital Travel Portal: Best Practice Recommendations

Core Content

This document provides best practice guidance for governments on implementing a Digital Travel Portal (DTP) that supports safe and efficient health checks for international travelers, particularly in the context of the COVID-19 pandemic. It is an extension of the WTTC Report on Digital Solutions for Reviving International Travel and emphasizes the importance of interoperability, global scalability, and compliance with international standards.

The DTP is an online or mobile-based system that allows travelers to digitally share their health status with a destination government before travel and receive an electronic notification confirming they meet the health entry requirements. This system supports various modes of international travel and integrates with healthcare systems and government services to ensure border health security.

Main Recommendations

General Requirements & Principles

1. Privacy by Design & Privacy by Default

   • Minimize personal data collected from travelers.
   • Ensure automatic protection of data without requiring traveler action.
   • Comply with international standards such as ISO 29100, ISO 17975, and ISO 27799.
   • Conduct a Data Privacy Impact Assessment (DPIA) to demonstrate compliance.
   • Allow voluntary user accounts to streamline future submissions (e.g., for contact tracing).

2. Compliance with Data Protection & Privacy Laws

   • Align with local and international data protection laws (e.g., GDPR, HIPAA).
   • Ensure legal basis for data collection and processing.

3. Language Capability

   • Operate in the local language(s) and English as a minimum.
   • Support six UN official languages (Arabic, Chinese, English, French, Russian, Spanish) for enhanced accessibility.
   • Provide multilingual document processing (e.g., identity documents, health certificates).

4. 24x7 Communication for Traveller Questions

   • Include a FAQ section for self-service.
   • Offer real-time chat support (e.g., AI chatbot or Virtual Assistant).
   • Ensure phone and email support is available 24/7, especially during peak travel periods.

5. 24x7 Communication for Government & Travel Operator

   • Establish a 24x7 resolution center for direct communication between travel operators and the destination government.
   • Use existing immigration contact centers for this purpose.
   • Enable rapid approval or rejection of travelers when entry rules change.

6. Ability to Process Several Certificate Formats

   • Accept and verify all four major global health certificate formats (SMART Health Card, EU DCC, ICAO VDS-NC, DIVOC).
   • Ensure interoperability to support travelers from all countries.
   • Utilize the ICAO Health Master List for secure and rapid validation of certificates.

7. Ability to Accept Multiple Certificate Types

   • Allow travelers to submit multiple certificate types (e.g., vaccination, test, recovery).
   • Support different formats for each type (e.g., SMART Health Card, EU DCC).
   • Provide manual entry for travelers without digital certificates.

8. Agile Rules Engine

   • Enable dynamic rule changes for health requirements.
   • Support parallel application of old and new rules based on travel date.
   • Facilitate immediate rule implementation in case of sudden changes.

9. IT Intelligence & Exception Handling

   • Use computational intelligence (e.g., fuzzy logic) to resolve name discrepancies and other common issues.
   • Provide human support for more complex exceptions (e.g., disabled travelers).

10. Group Application Capability

    • Allow multiple travelers to apply as a single group (e.g., family).
    • Enable shared data entry (e.g., address, contact information).
    • Reduce the burden on individual travelers and simplify the process.

11. 24x7 Availability of the Portal

    • Ensure continuous availability to support global travel operations.
    • Minimize outages and provide clear communication during maintenance periods.
    • Redirect travelers to a holding page with updates on service restoration and alternative procedures.

12. Legal Path in Case of Disputes

    • Clearly outline options for dispute resolution.
    • Provide procedures for government review of traveler cases.
    • Include this information in a FAQ section for easy access.

Five Critical Parts of a Digital Travel Portal

1. General Travel & Country Entry Information

   • Provide comprehensive and up-to-date entry requirements.
   • Include timings, costs, and procedures for testing, quarantine, and insurance.
   • Ensure single official source to avoid confusion and misinformation.

2. Traveller Questionnaire

   • Allow public access without registration or login.
   • Include health-related questions and travel history.
   • Enable real-time data submission for health checks.

3. Completion of the Digital Travel Portal Process

   • Ensure smooth and user-friendly submission process.
   • Provide clear instructions and support mechanisms.
   • Confirm approval or rejection before travel.

4. Government Integration & Traveller Level of Compliance

   • Facilitate seamless integration with government systems and healthcare data.
   • Use ICAO Health Master List for secure certificate validation.
   • Enable real-time communication with travel operators for rule changes.

5. Travel Providers Ability to Query the Assessment

   • Allow travel operators (e.g., airlines, cruise lines) to check traveler status.
   • Provide API access for real-time verification.
   • Ensure consistency in traveler data across all relevant services.

Key Information

• The DTP should be interoperable, secure, and user-friendly.
• It should support global health certificate standards and be able to accept and verify all four major formats.
• Privacy and data protection are central to the design and implementation.
• 24x7 availability and communication channels are essential for global operations.
• Agile rules engines and exception handling are necessary to adapt to rapidly changing health requirements.
• Group submission and multilingual support enhance user experience and inclusivity.
• A clear legal framework for dispute resolution ensures traveler confidence and government accountability.

Conclusion

The implementation of a Digital Travel Portal is critical for safe, efficient, and globally interoperable international travel. By adhering to the outlined best practices, governments can ensure compliance, security, and user satisfaction, while also preparing for future health risks. The portal must be flexible, transparent, and accessible, with strong legal and technical foundations to support its operation.