【世界旅游业理事会】实施数字旅游门户_25页_4mb

Implementing a Digital Travel Portal: Good Practice Recommendations
May 2022

This report provides guidance for governments on establishing an effective Digital Travel Portal (DTP) to address health risks at borders and support the resumption of international travel. Key principles and technical recommendations include:

1. Privacy by Design & Default
   The portal must minimize data collection from travelers, align with international privacy standards (e.g., ISO 29100, GDPR, HIPAA), and ensure data is automatically protected. Travelers should be informed of data usage and consent to its processing.

2. Legal Compliance
   Adhere to national and international data protection laws, including ISO 27001/27701, and ensure the portal integrates with governmental immigration systems and healthcare platforms. A Data Privacy Impact Assessment (DPIA) should be conducted and accessible to travelers.

3. Language Support
   The portal should operate in the local language(s) of the destination country and at least include English. Support for six UN official languages (Arabic, Chinese, French, Russian, Spanish, and English) is recommended to enhance accessibility.

4. 24x7 Communication Channels
   Provide FAQs and real-time chatbots (e.g., AI-driven virtual assistants) for traveler inquiries. Establish dedicated 24/7 communication lines for travel operators to resolve issues related to approval decisions or certificate validation.

5. Certificate Format & Type Flexibility
   Accept multiple international health certificate formats (SMART Health Card, EU DCC, DIVOC, ICAO VDS-NC) and types (vaccination, test, recovery). Governments should adopt one national format but ensure compatibility with all four global standards to avoid interoperability barriers.

6. Agile Rules Engine
   Implement a dynamic system to handle rapid changes in travel requirements, enabling simultaneous application of current and future rules based on travel dates. This allows for seamless transitions during policy updates.

7. IT Intelligence & Exception Handling
   Use automated systems (e.g., OCR, fuzzy logic) to resolve discrepancies in traveler data (e.g., name mismatch between passport and certificate). For complex cases, manual verification or government-issued instructions should be provided.

8. Group Application Support
   Allow multiple travelers (e.g., families) to submit information jointly through a single portal session or user account, reducing redundancy and improving efficiency.

9. 24x7 Portal Availability
   Ensure continuous operation worldwide, with minimal downtime. During outages, redirect users to holding pages with reinstatement timelines and alternative procedures for urgent submissions.

10. Dispute Resolution Framework
    Clearly outline traveler options for challenging portal decisions and establish procedures for governments to review and address such cases. This includes post-submission appeal mechanisms and transparency in approval criteria.

Five Critical Portal Components

1. General Travel & Entry Information
   Provide public access to health requirements, entry guidelines, and certificate validation resources. Include warnings about potential updates and encourage travelers to review information close to their departure date.

2. Traveller Questionnaire
   Collect non-sensitive data (e.g., travel purpose, recent history) to assess eligibility. Output should be a clear YES/NO decision with explanations for rejections and options for compliant travelers.

3. Digital Portal Process Completion
   Validate traveler identity via email or uploaded documents (e.g., passport images). Automatically process health certificates from devices or digital wallets, using secure methods to verify authenticity.

4. Government Integration & Compliance Monitoring
   Link the portal to immigration systems and health verification processes. Classify travelers into four compliance categories based on portal outcomes, enabling differentiated border procedures (e.g., fast-track for fully compliant, manual checks for discrepancies).

5. Travel Provider Query Access
   Allow operators (e.g., airlines) to access portal results via standardized formats (e.g., Interactive API) to avoid repeated certificate checks. Ensure iAPI systems are extended to include both border and health compliance data.

Traveler Journey & Experience
The portal should streamline travel by:

• Offering pre-travel health checks to reduce anxiety and delays.
• Enabling seamless digital certificate verification (e.g., QR codes for travel approval and domestic access).
• Providing clear guidance on post-arrival actions, such as quarantine or medical care requirements.
• Categorizing travelers into six compliance levels (fully compliant, likely compliant, etc.), each with tailored processing at departure and arrival.

Key Recommendations

• Integrate with ICAO’s Health Master List to validate certificates globally.
• Use open standards (e.g., SMART Health Card, EU DCC) for interoperability.
• Develop a unified system for cross-sector collaboration, including air, maritime, and rail industries.
• Monitor implementation effectiveness through data analysis and continuous improvements.

The report emphasizes that a DTP should not only address COVID-19 but also serve as a scalable solution for future health risks, ensuring economic recovery and secure, efficient international movement. It should be read alongside the WTTC’s Digital Solutions for Reviving International Travel report for comprehensive guidance.