Utilisation Rates at ICA's Physical Counters
Ministry of Home AffairsSpeakers
Summary
This question concerns an inquiry by MP Muhamad Faisal Bin Abdul Manap regarding the volume of over-the-counter transactions at the Immigration and Checkpoints Authority (ICA) in 2020 and the support available for residents needing help with digital services. Minister K Shanmugam reported that approximately 660,000 transactions occurred, mainly for document collection, and noted that ICA is enhancing convenience through the MyICA platform and multilingual online tutorials. To assist those less familiar with technology, ICA allows family members and friends to perform transactions on behalf of residents for essential services like passport and identity card applications. Furthermore, individuals without internet access or personal support can visit the ICA Building, where officers provide guidance for online submissions or process applications directly at the counter. These measures ensure that all residents continue to have access to necessary ICA services while the agency continues its digital transformation and simplifies processes for its customers.
Transcript
52 Mr Muhamad Faisal Bin Abdul Manap asked the Minister for Home Affairs (a) how many visitors continue to use over-the-counter services at ICA in 2020; and (b) what is ICA doing to ensure that residents who require assistance to access ICA services can continue to do so.
Mr K Shanmugam: There were approximately 660,000 over-the-counter transactions made at the Immigration and Checkpoints Authority (ICA) in 2020. The majority of these over-the-counter transactions were for the collection of physical documents such as passports and National Registration Identity Cards (NRICs).
ICA has been transforming its services to provide an even more convenient and efficient experience for customers. Today, members of the public can perform a wide range of transactions with ICA through the MyICA online platform. Those who are using MyICA for the first time can learn about its features through an online tutorial, which includes step-by-step video guides in our four official languages for the online application of passports and ICs.
ICA is conscious that some customers may not have access to the Internet or are unfamiliar with transacting online. Therefore, ICA’s e-Services allow family members and friends of these customers to transact with ICA on their behalf, for key services such as passport application, re-registration of IC and change of IC particulars.
Those who do not have someone to assist them can visit the ICA Building, where ICA officers will guide them to submit the application online, or process the application over the counter.