ICA Services that Only Accept Digital Applications

Question:

Mr Gerald Giam Yean Song: To ask the Minister for Home Affairs (a) what proportion and which of ICA services accept only digital applications; (b) in the past year, how many persons have approached or been referred to ICA for assistance due to their inability to navigate the digital application process, including because of their lack of digital literacy, SingPass or e-payment facilities; and (c) whether ICA has a structured process, including an in-person digital support helpdesk, to assist such applicants and ensure that no applicant is left behind due to digital barriers.

Answer:

Mr K Shanmugam, Minister for Home Affairs and Minister for Law:

1. The Immigration & Checkpoints Authority's (ICA) services are generally digital by default, and about 95% of applicants submit their applications online. Members of the public who require help to submit their applications online may approach officers at the ICA Services Centre for assistance. ICA does not track the number of persons who have approached or been referred to ICA for assistance with their online applications.