Commissioner Marvin,
Home Team Colleagues,
Ladies and Gentlemen,
1. I am very happy to be here with you to officially open the ICA Services Centre, or ISC.
Transforming Border Clearance
2. Over the past few years, most Singaporeans have experienced for themselves the results of ICA’s transformation – whether at Changi Airport, land checkpoints, or when applying for a passport or NRIC. I was just telling Commissioner – I myself went through using passport-less – and it is quite an experience.
3. ICA is one of the first border agencies in the world to have passport-less immigration clearance.
4. And it was rolled out at our major checkpoints in May this year.
5. At our air and sea checkpoints, Singapore residents, travellers who are departing from Singapore can just use their facial and iris biometrics. No need to show any passport – just walk through.
6. Clearance time at Changi Airport has been reduced from 25 seconds per traveller to 10 seconds per traveller.
7. Today, there are practically no queues when you arrive at Changi Airport for immigration clearance.
8. When you go to the land checkpoints, QR code clearance has been put in place for all modes of travel.
9. And that has been a game changer for Woodlands and Tuas Checkpoints, which as many of us know are among the busiest land crossings in the world.
10. Up to 10 travellers in a vehicle can be cleared using a single QR code, which can be generated prior to arriving at the checkpoint.
11. And that will reduce clearance time by 30%.
12. Foreigners visiting Singapore now can also enjoy a fully automated clearance experience.
13. They do not need to go through manual clearance. They can use automated lanes without enrolling beforehand.
14. And we are one of the first places in the world to introduce this sort of immigration clearance, really providing a seamless experience for our visitors.
15. In the past ten years or so, traveller volumes through Singapore’s checkpoints have increased from over 197 million in 2015 to over 230 million in 2024 – an increase of almost 17%.
16. We expect that the volumes will continue to increase with the Johor Bahru-Singapore Rapid Transit System, or RTS Link, Changi Airport Terminal 5 and when the Woodlands Checkpoint expands.
17. But the limitation is that ICA’s manpower cannot keep growing indefinitely.
18. So we are relying more on technology to cope with this demand, and to really navigate the more complex security environment.
Transforming Service Delivery
19. In addition to the checkpoints, ICA has also been transforming the way it delivers immigration and national registration services.
20. The building we are in here today – this new ISC – is the latest in ICA’s transformation.
21. Today, most immigration services can be carried out online – through the ICA website or MyICA mobile app.
22. 95% of applications to ICA are submitted online.
23. Most ICA documents are also issued digitally.
24. This has made the process much more convenient – no need to make physical trips here to the centre.
25. But for those who need to visit in person – for example, to collect identification documents or to provide biometric information – this new centre offers a much better experience.
26. The building was purpose-built and specially designed with new features to improve experience.
27. There is a dedicated “iAssist” lobby for those who need help navigating online services.
28. And to reduce waiting time at the centre, there is a new online Appointment and Queue System.
29. One can get a digital queue ticket from the MyICA web portal or mobile app – You can get that up to an hour before coming in.
30. Singapore residents can now self-collect their passport and NRIC at automated kiosks.
31. These kiosks are supported by automation, some catering to the needs of wheelchair-bound customers.
32. Robots retrieve and deliver documents. The time taken for this entire process has been reduced by slightly more than half .
33. ICA has been able to redeploy officers to take on higher-value tasks, like assessing more complex applications.
34. ICA tells me that the centre has been running smoothly since it started its operations.
35. Feedback has been positive – very clear signs, structured processes, Service Ambassadors who help people who come in, and they help address enquiries on the products and services.
36. This is not by accident, this is the result of years of careful planning, by a very mission-oriented team of officers.
Forging Ahead Together
37. ICA will roll out more improvements, really to enhance traveller experience coming into Singapore, and help connect Singapore even better to rest of the world.
38. By end of next year, ICA will automate car clearance at Tuas Checkpoint with the Automated Passenger Clearance System.
39. They can enjoy automated immigration clearance, while staying inside their vehicles.
40. As these are automated lanes, more of such lanes can be open 24/7.
41. Singaporeans can also look forward to the RTS Link, which is targeted to start operations at the end of next year.
42. The RTS Link will provide a smoother entry to Johor Bahru, and it could serve up to 10,000 commuters an hour in both directions, compared to the current capacity of 640 for KTM train services.
43. During peak hours, the waiting time for an RTS Link train is expected to be less than 4 minutes.
44. And clearance will be more seamless – passengers travelling in any direction will clear both Singapore and Malaysia checkpoints only once, at the point of departure. And they do not need to clear again on arrival.
45. The preparations for the Link are already well underway. Officers are being hired, processes are being finalised, and contingency plans are being drafted.
46. Cargo clearance is also being transformed.
47. From next year, cargo truck drivers will benefit from the automated cargo permit clearance – and that is expected to cut clearance time by slightly more than half, by about 60%.
48. That means improved productivity, and again help Singapore’s position as a logistics and transhipment hub.
49. All these plans are being executed while security is not being compromised. In fact, it is being strengthened.
50. Supported by 24/7 targeting and using data, the number of travellers whom ICA has denied entry based on the assessment of immigration and security risks has increased by nearly 43% from January to June this year, compared to the same period last year.
51. ICA will strengthen our border security further, work with airlines to deny the boarding of high-risk travellers, even before they reach our borders.
52. ICA has also been exploring the use of AI to analyse scanned radiographic images of cargo.
53. This enhanced screening capability is aimed to be introduced by 2028, for all containerised cargo checkpoints.
Conclusion
54. You can see the range and scope of work. Very good work, and very good results have been achieved through these transformation efforts.
55. And if we look at the Home Team Public Perception Survey conducted last year, over 95 per cent of respondents said they trust ICA.
56. ICA was also recognised as the Transformative Agency of the Year at the Public Sector Transformation Awards earlier this month.
57. I am confident that ICA will continue to provide world-class services, while being clear on the need for security and building the framework of our laws on immigration and registration.
58. I now declare the ICA Services Centre officially open.
59. Thank you.
