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Singapore’s Border Control Agency to Enhance Its Self-service Facility
Source: futuregov.asia
Source Date: Wednesday, December 04, 2013
Focus: Institution and HR Management
Country: Singapore
Created: Dec 10, 2013

After a successful roll-out of its self-service facility ‘iCollect’ in April, Singapore’s Immigration & Checkpoints Authority (ICA) told FutureGov that it plans to progressively extend this convenient service to other secured documents which will benefit more residents.


iCollect, launched in April, is the world’s first automated and self-service facility that issues secured government documents, through the innovative use of biometrics for identity verification and RFID technology combined with intelligent robotic arm mechanism for document retrieval.


The system was developed to benefit the entire Singapore population - Singapore citizens, permanent and foreign residents.


Singaporeans have been benefitting from iCollect since its launch in April. ICA is looking to extend this service to benefit foreigners by including other secured documents such as NRICs and Long-Term Pass cards.


Jointly developed with partners - NEC, Walta Technologies and Singapore Polytechnic - iCollect uses a two-factor biometric authentication, specifically fingerprint verification and facial recognition, to establish the identity of users before issuing the document.


iCollect gives users the option of self-collecting their documents, in addition to over-the-counter services and Alternative Site Collection services at selected national post offices.


Besides bringing added convenience to residents, iCollect also helps ICA optimise resources by deploying its staff to other areas of work that requires more manpower.


ICA adopts a security-focused and service-conscious approach in service delivery. Capacity building, capability development and human capital transformation are ICA’s focus.


As part of ICA’s long-term strategic development for its Services Centre, it leverages on technology as an enabler the agency reinvents and redefines its processes.


It focuses on the three principles of multiple channels, minimum visits and many benefits to create greater value and convenience for its customers. iCollect is an example of ICA’s constant pursuit of innovation and improvement to enhance service delivery to our customers without compromising the security and integrity of the issuance process.


ICA will continue to leverage on technology as a force multiplier to deliver innovative solutions to meet operational and customer requirements.


iCollect recently won the ASEAN ICT Awards which is a project approved by the ASEAN Telecommunication Ministers.


“ICA’s achievement in AICTA 2013 is a reflection of our continuous efforts in harnessing technology to develop innovative solutions for greater convenience to our customers without compromising security,” said DSP Ong-Kong Yong Sin, Deputy Head (Passport) at ICA.


“iCollect enhances our customer service delivery and customer experience with an additional mode of collecting their documents in a convenient, expeditious and secure manner,” Ong-Kong added.

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