IMMIGRATION & CHECKPOINTS AUTHORITY ANNUAL 2011

IMMIGRATION & CHECKPOINTS AUTHORITY ICA Building 10 Kallang Road #08-00 Be Guided Be Better Singapore 208718 www.ica.gov.sg Annual 2011

ICA BUILDING TUAS CHECKPOINT ICA BUILDING

WOODLANDS CHECKPOINT AIR CARGO

T3 ICA Annual 2011

Table of contents

Mission,Vision and Values/ 01 Our Headquarters & Our Checkpoints

Commissioner’s Foreword 02 Leadership Group 04 Our Commands 08 Our Services Centres 22 Our Divisions 28 Relocation of KTMB Station at Tanjong Pagar 44 to Woodlands Train Checkpoint Awards 46 Distinguished Visitors 47 Significant Cases 50 Annual Statistics 58 Mission, Vision, Values | 01

MISSION We ensure that the movement of people, goods and conveyances through our checkpoints is legitimate and lawful. We administer and uphold our laws on immigration, citizenship and national registration fairly and effectively. VISION Inspiring Confidence in All VALUES Integrity Commitment Accountability

ICA HEADQUARTERS AIR CHECKPOINTS LAND CHECKPOINTS SEA CHECKPOINTS 02 | ICA Annual 2011

Commissioner’s Foreword

AN EVENTFUL AND FRUITFUL YEAR also registered an increase of about 23%. Despite the increase in workload, our heightened enforcement efforts 2011 was a busy, challenging but successful year for at the checkpoints have resulted in higher detection of ICA. ICA officers have continued to live up to our vision of contraband smuggling. In 2011, 80,800 cases were ‘Inspiring Confidence in All’ as we worked tirelessly and detected, an increase of almost 20% compared to the stayed vigilant in keeping Singapore safe and secure. previous year. The total number of foreigners arrested When I assumed office on 1 September 2010, my for immigration offences fell by 27% to 3,106 in 2011 topmost wish was for ICA to be better. I had said then: compared to 2010. These positive results are attributed “We must stay ahead of not just the enemy but also to ICA’s relentless efforts such as thorough examinations ourselves. This means that we must be better today than and tightened security at the checkpoints. Besides we were yesterday and that we will be better tomorrow, the vigorous efforts of ICA officers, I would also like compared to today.” to thank our strategic partners and the community for I am happy to share that ICA had indeed their continued support which brought about seamless performed better in 2011 than we did in 2010. The synergy in keeping our borders safe and secure. number of traveller and vehicular volume cleared at As a Border Control and Identification agency, ICA the checkpoints has increased by about 25% and 26% bears the twin challenges of providing quality service respectively over a 5-year period. Similarly, the number while ensuring security. Besides having good scores at the of goods and conveyances handled at the checkpoints border checkpoints, the encouraging results from the last External Customer Perception Survey showed that ICA’s service standards achieved are all above the national average. ICA is committed to service excellence and will explore creative ways to provide more convenience to our customers without compromising on security. 2011 saw the opening of the new eLobby@ICA in July which provided more e-kiosks to allow ICA’s customers to transact with ICA via e-Services instead of submitting their applications over the counter. In 2012, leveraging on technology, we can look forward to providing greater convenience to our customers. In the discharge of our duties, ICA officers will continue to adopt a security-focused, service-conscious approach in our service delivery to delight our customers and at the same time ensure the safety and security of our nation.

We must stay ahead of not “ just the enemy but also ourselves. This means that we must be better today than we were yesterday and that we will be better tomorrow, compared to today. ” Commissioner’s Foreword | 03

CELEBRATING ICA’S COLLECTIVE ACHIEVEMENTS The success of any organisation can only be achieved through an excellent business operating model, able leadership and motivated staff. As such, deserving officers who have performed well will be duly rewarded and encouraged to continue to do their best. In June 2011, some 305 ICA officers were promoted to their next grade. I congratulate the 45 officers who received the TOPSIS awards, and the 30 who received the MHA Star Service Awards. Some 67 of our colleagues also received the National Day Awards, either at the state level or ministry level. ICA also won awards at the MHA Innofest, both at the group as well as individual levels. Awards such as these have shown that our endeavours in developing the capability of our officers have been fruitful. The results of the Organisational Health Survey (OHS) 2011 revealed that more officers than before have a positive outlook about being an ICA officer. I am heartened by the positive results. Our officers are our most important assets and valued members of the ICA Family. We will continue to invest in developing the capability of our officers to the fullest. A strong Team ICA would allow us to face challenges in partnership with all in the Home Team. Japan-Singapore Partnership Programme for 21st At the organisational level, ICA has garnered more Century – ASEAN Border Cooperation for Managers from awards such as the Gold Award given by the Community 17 to 21 October, when ICA hosted eleven Immigration Chest, for our efforts in community service. ICA won the and three Customs senior officials from the majority of Best Practice (Regulation) Award at the Excellence in ASEAN member countries. Public Service Awards 2011 for its eVisitor Programme. In September 2011, Spring Singapore renewed ICA’s niche BEING READY FOR THE FUTURE certifications of People Developer, S-Class and I-Class till 2014. ICA was accorded the Singapore Quality Award ICA has done well in 2011. Nevertheless, we do not (SQA) status in 2009. ICA’s innovation efforts were also intend to rest on our laurels. We have embarked on a journey recognised with the SiTF Merit Award for the Alternate to co-create a better ICA for the future. In adopting this Site Collection project. co-creation with ICA officers at all levels, we have focused on the higher levels of intervention, addressing issues like SHARING SIGNIFICANT MOMENTS TOGETHER the mental models and systemic structures that will result in quantum leap improvements instead of doing more of the The year 2011 will also be remembered for a same at the event level. In our effort towards organisational number of ground-breaking events with the relocation capacity building and capability development, we hope to of KTMB Station at Tanjong Pagar to Woodlands Train achieve a human capital transformation and an organisation Checkpoint. that is future-ready. ICA believes in sharing our business excellence The security climate has become even more models and methodologies with our regional partners challenging for all of us at ICA. Driven by the and beyond. Thus, in 2011, ICA hosted more than 40 organisation’s mission, inspired by our vision and guided visits from all over the world including the King and Queen by our values, our officers will rise to the challenges of Bhutan in November. From 3 to 6 October, ICA also and exude determination and confidence to achieve hosted the 15th Meeting of ASEAN Directors-General of success for ICA. ICA officers remain guided by the Immigration Departments and Heads of Consular Affairs organisation’s values as we discharge our duties with Divisions of the Ministries of Foreign Affairs (DGICM), integrity, commitment and accountability. We will remain and the 7th ASEAN Immigration Intelligence Forum (AIIF). committed to our vision of ‘Inspiring Confidence in All’ as About 70 delegates from the 10 ASEAN member states well as discharge our duties professionally and diligently attended the meeting, reinforcing their commitment to so as to keep Singapore safe and secure. the common purpose of achieving an outward looking, stable and prosperous ASEAN community. ICA shares its expertise with the ASEAN community through formal MR CLARENCE YEO training programmes, such as the inaugural run of the Commissioner ICA 04 | ICA Annual 2011

Leadership Group

Mr Clarence Yeo COMMISSIONER Mr Vijakumar Sethuraj Mr Christopher Ng DEPUTY COMMISSIONER Policy & Administration DEPUTY COMMISSIONER Operations

As at 31 December 2011 Leadership Group | 05

Mrs Lee-Ho Sow Heng Mrs Pravina Jit Mr Lee Chian Tak Mr Eric Chua Poh Keyong DIRECTOR DIRECTOR DIRECTOR DIRECTOR Policy Admin & International Affairs Manpower Intelligence Planning & Research

Mr Bhopinder Singh Mr Jaswant Singh DIRECTOR DIRECTOR Operations Corporate Services

As at 31 December 2011 06 | ICA Annual 2011

Leadership Group

Ms Tan Sor Hoon Mr Tan Kok Guan Mr David Tan Mrs Evelyn Wu Khuek Lan DIRECTOR DIRECTOR DIRECTOR SENIOR DEPUTY DIRECTOR Technology Citizen Services Visitor Services ICA Training School

Ms Angie Wong Mr Kng Eng Kiat Mr Wong Kong Wa DEPUTY DIRECTOR DIRECTOR SENIOR DEPUTY DIRECTOR Corporate Communications Permanent Resident Services Intelligence

As at 31 December 2011 Leadership Group | 07

Mr Tan Poh Kee Ms Julia Sng Gek Lian Mr Tan Hang Tjong Ms Cora Chen Chian COMMANDER COMMANDER COMMANDER COMMANDER Enforcement Coastal Tuas Airport

Mr Nam Liang Chia Mr Lim Wei Meng Mdm Siew Chui Lin COMMANDER COMMANDER COMMANDER Woodlands Ports Air Cargo

As at 31 December 2011 08 | ICA Annual 2011

Airport Command

Airport Command oversees the control of goods and persons arriving into and departing from Singapore through Singapore Changi International Airport. At Airport Command, ICA officers serve as the front-line ambassadors of the nation as they are foreigners’ first point of contact upon arriving in Singapore. In performing passport and baggage clearance work, officers strive to provide speedy clearance and quality service without compromising security. Airport Command serves one of the busiest airports in the world, with the passenger movement in 2011 exceeding its record-breaking statistic of 42 million passengers in 2010. As Changi Airport is noted as a world-class airport, the international travellers have high expectations of the services provided by ICA officers. Officers at Airport Command constantly adopt a “security-focused, service-conscious” mindset. In the face of a dynamic and ever-changing operating environment, Airport Command strives to keep ahead by working with its strategic partners, reviewing its work processes and leveraging on technology.

CENTRALISED IMMIGRATION dedicated point to conduct collaboration of various parties, CLEARANCE POINT immigration clearance for arriving in particular, Jetquay, Airport ne of the key challenges and departing passengers - Police and Changi Airport Group faced by Airport Command was operationalised. With (CAG). O a prominent and dedicated is the optimal utilisation of its INCREASED USE OF eIACS resources. Previously, there immigration clearance point, was no dedicated location to service for passengers has In collaboration with Changi conduct immigration clearance improved, as they are aware of Airport Group (CAG), Airport in the CIP Complex, so travellers exactly where to seek immigration Command has rolled out several were unaware of the clearance clearance in the complex. initiatives to encourage more locations. In September 2011, The construction of the CICP travellers to use the eIACS. the Centralised Immigration at the CIP Complex was made The eIACS workflow has been Clearance Point (CICP) - a possible with the successful rearranged such that Auxiliary Airport Command | 09

Police Officers (APOs) conducting travellers in using them. The eIACS of our immigration clearance boarding pass checks at signage has also been redesigned procedure. Airport Command departure are relocated to carry to make it more prominent. These collaborated with CAG to place out their tasks after the eIACS efforts have paid off and ICA signages at the immigration lanes. This prevents potential has seen an increase in eIACS counters advising travellers to bottle-necks caused by the APOs utilisation across all the terminals. wait behind the designated lines during peak periods, making and proceed one at a time for eIACS a more attractive option for CREATING AWARENESS OF immigration clearance. passengers seeking immigration INDIVIDUAL IMMIGRATION clearance. In order to encourage CLEARANCE POLICY travellers to use the eIACS lanes, This initiative arose from travellers’ Changi Experience Agents from feedback that they were unaware CAG were also engaged to guide 10 | ICA Annual 2011

Air Cargo Command

Air Cargo Command is responsible for the prevention of the entry of undesirable cargoes, parcels and passengers through its checkpoints namely: • Changi Airfreight Centre (CAC ) – clearance of airfreight cargoes and air express cargoes • Airport Logistics Park of Singapore (ALPS) – clearance of airfreight cargoes • Parcel Post Section – clearance of mail parcels and mails by air and sea • Seletar Airport – clearance of passengers, baggage and cargoes

PARCEL POST SECTION COUNTER-TERRORISM programme, Air Cargo showed ir Cargo Command’s COLLABORATION WITH SBS the bus captains some of the AParcel Post Section (PPS) is TRANSIT dangerous items it had seized responsible for the screening Changi Airfreight Centre (CAC) is and highlighted recent terrorist and clearance of inbound postal the main host for Singapore’s air activities in the region. The bus articles handled by Singapore cargo supply chain eco-system. captains were also taught the Post Ltd (SingPost). PPS is located ICA officers at the CAC have a telltale indicators of suspicious at Singapore Post Centre in Eunos. heavy responsibility of clearing activities and the procedures to Due to the popularity of internet the goods and conveyances follow if there were suspicious purchases with the increased passing in and out of the Changi passengers on board their bus in accessibility of the internet, the Free Trade Zone (FTZ). Thousands the FTZ. volume of inbound packages has of workers and visitors enter and been rising annually. For the past ELECTRONIC TOURIST REFUND leave this FTZ on a daily basis SCHEME AT SELETAR AIRPORT three years, the postal articles in various land transport modes handled by officers at PPS have including public buses. The Inland Revenue Authority of increased tremendously. In recent years, in addition Singapore (IRAS), together with In 2009, 1,527,400 articles to large-scale organised attacks, the international financial services were screened at Parcel Post instances of individual lone-act company, Global Blue, launched Section. The volume increased incidents have been on the rise. the world’s first Electronic Tourist to 1,564,000 articles in 2010 Looking at the recent trends, Refund Scheme (eTRS) on 9 and 2,176,900 articles in 2011. Air Cargo Command decided November 2011. The convenient Compared to the 2010 figures, to collaborate with SBS Transit process benefits many tourists and 2011 saw an increase of almost in counter-terrorism. Air Cargo retailers. The eTRS allows retailers 40%. Command engaged SBS to to scan the receipts and tag the Despite the increase in provide talks to their drivers. information to the tourists’ credit workload, the officers at PPS From August to September 2011, cards. Prior to the eTRS launch, continue to maintain their Air Cargo managed to reach out officers at Air Cargo Command’s vigilance. The rate of detection to more than two hundred bus Seletar Airport (SA) were remains consistently high over the captains over twenty five sessions required to attend to each and years. In 2009, 9,206 cases were of talks at three bus interchanges: every request for GST refunds as detected; in 2010, 10,153 cases Tampines, Hougang and Bedok. part of the departure clearance were detected; and in 2011, In the bilingual outreach process. Now with eTRS, tourists 11,142 cases were detected. Air Cargo Command | 11

merely need to scan their the Command decided to engage the most appropriate area to passports and credit cards at the the various stakeholders at SA place the eTRS kiosks, taking into eTRS kiosks. The eTRS also makes early. Ground Handling Agents consideration accessibility and it more convenient for retailers (GHAs) were trained together weather conditions. The eTRS has by reducing the time spent on with ICA officers so that the GHAs been operational at SA since 29 paper work, and tourists can now could assist their passengers in the September 2011. Tourists had claim their GST refunds in as little use of the eTRS kiosks during the complimented the new system as as three minutes, compared to pilot phase. being user-friendly. twenty minutes previously. Changi Airport Group’s Departure clearance for Months before the (CAG) assistance was sought to tourists is now smoother as there implementation of eTRS at extend the existing clearance are shorter queues. With the SA, Air Cargo Command was counters to accommodate the implementation of the eTRS, ICA actively involved in the planning, new eTRS system. The Command officers are better able to focus preparation and training with also spared no efforts in walking on security issues. Singapore Customs and IRAS. To through the new processes with ensure its smooth implementation, IRAS and CAG to determine 12 | ICA Annual 2011

Woodlands Command

Woodlands Command, comprising Woodlands Checkpoint, Old Woodlands Checkpoint and Woodlands Train Checkpoint is the world’s busiest land checkpoint, clearing more than 100 million travellers every year. It is also the only checkpoint in Singapore that handles five modes of transport: car, motorcycle, bus, lorry and train. The Command handles about 60% of the total travellers cleared through our air, land and sea checkpoints and 78% of the vehicles cleared through both Tuas and Woodlands checkpoints. Owing to increasing traveller volume and its finite infrastructure and capacity load, the Command has actively leveraged on technology and implemented innovative measures to facilitate people and vehicular clearance.

RELOCATION OF KTMB Home Affairs, Mr Teo Chee Hean, OPERATION OF BI- STATION AT TANJONG PAGAR officially opened the co-located DIRECTIONAL EIACS LANES TO WOODLANDS TRAIN CIQ facility at WTCP. Post AT WOODLANDS TRAIN CHECKPOINT relocation, the Command continues CHECKPOINT (WTCP) ollowing an agreement to work closely with the KTMB and With the relocation of the Fbetween the Prime Ministers Malaysian CIQ agencies to review Malaysian CIQ facilities to WTCP of Malaysia and Singapore on areas for improvement. This has on 1 July 2011, Woodlands 24 May 2010, the Keretapi resulted in enhancements which Command modified the existing Tanah Melayu Berhad’s (KTMB) included improving the ventilation ten manual immigration counters and Malaysian CIQ agencies as well as the installation of the to cater for bi-directional were re-located to Woodlands LED signage at the waiting area clearance of train travellers Train Checkpoint (WTCP) on 1 to display train information and arriving or departing via WTCP. July 2011. With the relocation, opening hours of the gate to the The Command also worked all arrival and departure trains WTCP. closely with Technology Division to terminate and start at WTCP. install bi-directional eIACS lanes On 14 July 2011, Deputy Prime to provide automated clearance Minister, Coordinating Minister for for eligible arriving or departing National Security and Minister for train travellers. Woodlands Command | 13

On 22 September 2011, three bi- Team (ST) office. There are twelve car exit lane was to facilitate the directional eIACS lanes at WTCP manual counters in the Flexi Bus flow of cars out of the checkpoint became operational. Feedback Hall, and these counters are during peak hours. Prior to that, from travellers has been positive used to clear either arriving or there was only one merging lane because of the shorter waiting departing travellers, depending at Arrival Car Green Channel for time and faster clearance through on peak periods. Feedback arriving cars to exit the Checkpoint, the automated lanes at WTCP. from travellers has been positive resulting in a bottleneck for cars The bi-directional eIACS lanes will as they welcomed the move to exiting the checkpoint. However, remain operational throughout increase the number of clearance such a choke-point at the exit is train operations from 0430 hrs to counters. still important to slow down car 2330 hrs. traffic to prevent ‘dash-through’ OPERATIONALISATION OF NEW cases. Thus, the new car exit lane OPENING OF FLEXI BUS HALL EXIT LANE FOR ARRIVAL CAR would only be operational when GREEN CHANNEL the traffic reached a prescribed On 4 August 2011, the Flexi Bus The new car exit lane out of trigger-point. The opening of the Hall was opened for operation at new exit lane has led to positive Woodlands Checkpoint. The Flexi Woodlands Checkpoint was operationalised on 19 September feedback as it facilitates car flow Bus Hall was created from what out of the checkpoint. was previously the Secondary 2011. The purpose of the new 14 | ICA Annual 2011

Tuas Command

Tuas Command is responsible for overseeing the control of persons and goods arriving and departing via Tuas checkpoint. Tuas Command is also the only land checkpoint designated to clear vehicles carrying hazardous materials and poultry arriving from Malaysia. During January to December 2011, a monthly average of 2.5 million travellers and 1.2 million conveyances passed through the checkpoint. As the travellers and vehicular traffic volume increases at the checkpoint, ICA officers at Tuas Command continue to bear the twin challenges of providing quality service while ensuring security and effective border control.

QUALITY SERVICE Singapore Police Force (SPF), equipments (PPEs) such as Powered ccording to the nationwide Central Narcotics Bureau (CNB), Air Purifying Respirators (PAPR), Asurvey on Customer Land Transport Authority (LTA), Fuller’s earth absorbent powder Satisfaction Index of Singapore Agri-Food & Veterinary Authority and chemical resistant gauntlets are (CSISG) released in 2011, (AVA), Singapore Civil Defence also provided for officers to control travellers perceived that there Force (SCDF), and Singapore and mitigate exposure to chemical was an appropriate level of Customs (SC). These strategic spillages. More importantly, security and control at ICA’s partners have a physical presence joint emergency preparedness checkpoints. Passengers also in the checkpoint. Meetings exercises are frequently conducted expressed confidence that ICA are regularly held with our to train officers in the use of the would be capable of dealing with strategic partners to foster PPEs, emergency preparedness any security threat that may arise. closer relationships and discuss skills and procedures such as the Tuas Command has continuously operational issues. To keep our use of the Protection Facility for shown improvement in the overall borders safe and secure, Tuas decontamination of affected satisfaction index with immigration Command continues to enhance persons. Notably, Exercise “White clearance service quality, queuing its perimeter security. In 2011, Aquarius” is conducted annually in time and speed of processing. concertina and barbed wires which ICA, SPF and SCDF officers There were also significantly high were installed on the top of the play out scenarios involving the satisfaction scores for staff service existing 3-meter high anti-climb spillage of hazardous materials at and speed of cargo clearance. wire mesh perimeter fencing to Tuas Checkpoint. Exercise “White ICA officers at Tuas Command deter potential intruders. Aquarius” 2011 was a success, adopt a ‘security-focused, as all ICA officers responded service-conscious’ mindset in EMERGENCY PREPAREDNESS well, including officers from SCDF delivering excellent service. In As Tuas Checkpoint is the only land and SPF, demonstrating the close 2011, Tuas Command received checkpoint that clears hazardous working ties between ICA and more than 3,800 compliments materials, the probability of Tuas other Home Team partners in and encouraging feedback from frontline officers encountering handling contingencies. travellers. chemical hazards is higher. It is therefore imperative to ensure DEVELOPING TUAS COMMAND’S CHECKPOINT SECURITY that officers are adequately OFFICERS Tuas Command works closely with trained in protecting themselves Tuas Command set up four new its strategic partners such as the and are familiar with emergency training rooms at the various Office of the Chief Science and procedures during a chemical clearance zones in 2011. Officers Technology Officer (OCSTO), incident. Personal protective utilise these new resources for Tuas Command | 15

their learning needs through wind down their rear mirrors, not COMMUNITY INVOLVEMENT web-based training during their to use their mobile phones, and to Other than hosting foreign visitors, lull period. The training rooms switch off their headlights. With Tuas Command also hosted local also provide teams with a more the introduction of these notices, visits by students and senior conducive environment to hold drivers are made aware of our citizens, as part of our community their pre-shift briefings. To requirements, allowing for a involvement programmes. Students facilitate communication between smoother immigration clearance. and senior citizens are given a management and staff, Tuas To improve travellers’ tour of the checkpoint and learn Command initiated a Coffee experience at Tuas Checkpoint, how ICA secures the nation’s Corner Session with Commander a waiting room was constructed borders. Tuas Command will in July 2011. During such sessions, for travellers to use while they continue to support the community officers may discuss any pressing wait to be interviewed as part involvement programmes so that issue and share problems they of secondary checks. Television ICA’s messages will reach out to face in their daily work with screens showing controlled and the masses. Commander. prohibited items were also installed at Arrival Bus Hall so that travellers SERVICE IMPROVEMENT would be better informed and INITIATIVES would proceed to the correct lane In July 2011, Tuas Command to declare any prohibited items installed notices at all car they could be carrying. counters, informing drivers to 16 | ICA Annual 2011

Coastal Command

Coastal Command is responsible for overseeing the control of persons and goods coming through the sea checkpoints and other designated entry and exit points as well as the suppression of goods and people smuggling at sea. It is also responsible for the entire immigration clearance process of seamen and clearance at immigration anchorages and container wharfs. There are about 460 officers operating in Coastal Command HQ, the seven immigration checkpoints and five gazetted anchorages under the purview of Coastal Command.

ICA (COASTAL COMMAND) boarding by the anti-smuggling against those of our Indonesian CONFERRED THE teams on targeted vessels during counterparts in four games: table “OUTSTANDING INDUSTRY the ground deployment exercise. tennis, badminton, tennis and golf. PARTNERSHIP AWARD” BY During the table-top exercises, The games enhanced and SINGAPORE CRUISE CENTRE Coastal Command participated further strengthened the already PTE LTD in two scenarios which tested ICA’s good rapport and close working n recognition of its efforts in linkages with external agencies relationship between the two Iensuring that travellers passing such as the National Maritime agencies. The Indonesians through the Singapore Cruise Sense-making Centre (NMSC) expressed their appreciation to Centre enjoy their getaways with and National Maritime Ops ICA for the support as well as the peace of mind, ICA (Coastal Group (NMOG). time and effort by all participants Command) was conferred the The exercise culminated who had been instrumental in “Outstanding Industry Partnership on 25 November 2011 when the success of the event. ICA’s Award” by Singapore Cruise Coastal Command’s anti- Head of Delegation, Director Centre Pte Ltd (SCCPL), the smuggling teams were deployed (Operations) Bhopinder Singh, terminal operator, during its to support Ops Slingshot, which thanked the Indonesians for their 20th anniversary celebrations involved storming a vessel. The generous hospitality and the at Resorts World Sentosa on 14 officers boarded and conducted excellent programme. November 2011. This award will checks on the “hijacked vessel”. further strengthen the strategic The ground deployment exercise JAPAN-SINGAPORE collaboration between the two was a success with our officers PARTNERSHIP PROGRAMME stakeholders and bring service achieving their tasked mission of FOR THE 21ST CENTURY excellence to the next level. boarding and securing the vessel. (JSPP21) – ASEAN BORDER COOPERATION FOR EXERCISE NORTH STAR VIII ANNUAL ICA-INDONESIA MANAGERS KEPRI FRIENDLY GAMES 2011 Coastal Command participated On 20 October 2011, Coastal in Exercise North Star VIII from 14 Coastal Command facilitated Command hosted a site visit to 25 November 2011. It was co- the 2011 ICA-Indonesia KEPRI at Singapore Cruise Centre led by MINDEF (RSN) and MHA. Friendly Games, held in Bintan for delegates attending the ICA’s participation was focused on on 13 December 2011. Our Japan-Singapore Partnership the table-top exercises and joint ICA officers pitted their skills Programme for the 21st Century Coastal Command | 17

(JSPP21) – ASEAN Border International Cruise Terminal for clearance could be optimised Cooperation for Managers. The (ICT) is scheduled to commence based on the passenger load site visit comprised a briefing on operations in the first half of of the cruise liners. The process Coastal Command’s checkpoint 2012. The ICT presents an is as simple as the touch of a operations and a demonstration excellent platform to explore new toggling button. Such flexibility is on ship rummaging techniques by concepts and IT solutions to set new important for Coastal Command’s the Anti-Smuggling Team (AST) benchmarks for people clearance. business continuity strategy in onboard a passenger ferry. The The Flexi Immigration Clearance which manual clearance is able to visit was fruitful for both the System (Flex-i) will be introduced replace automated clearance and invited delegates and Coastal at the ICT. Being the first of its vice versa. Command’s representatives as kind, the Flex-i will put ICA on they learnt from each other. the world map with counters that can easily be toggled between INTERNATIONAL CRUISE manual and automated modes TERMINAL (ICT) of clearance. At the ICT, the Spearheaded by Singapore number of manual counters and Tourism Board (STB), the new automated lanes to be opened 18 | ICA Annual 2011

Ports Command

Ports Command is responsible for the effective and expeditious clearance of containerised and conventional maritime cargo via seven cargo checkpoints and three scanning stations bordering the four sea-freight Free Trade Zones (FTZs). Ports Command’s mission is to provide effective and efficient clearance of seaborne cargo through the checkpoints at the FTZs, ensuring that their movement is legitimate and lawful.

CONSTRUCTION OF (PAAF), akin to the Protective & the capacity of Tanjong Pagar PROTECTIVE ANALYTICAL Analytical Facility setup of Tuas Scanning Station. & ASSESSMENT FACILITY AT Command, is a viable and long- At present, the radiographic PASIR PANJANG SCANNING term plan in tackling maritime scanner (also known as Re- STATION terrorism threat. The construction locatable Vehicle & Cargo o provide the necessary of the PAAF at Pasir Panjang Inspection System or RV) at TPSS Tclearance for a large and Scanning Station is targeted to takes about five minutes to scan increasing volume of maritime commence in May 2012 and its one 40-foot container. During cargo at the checkpoints, a risk expected completion will be in peak periods, this scanning management approach has April 2013. capacity is insufficient to match been adopted to target high-risk the rate of arriving containers. shipments for inspection. Such an REPLACEMENT OF Hence, backflow of container approach, although inevitable, RE-LOCATABLE VEHICLE & queues from the scanning station may not be completely foolproof CARGO INSPECTION SYSTEM to the port areas can occur from in the Command’s quest to AT TANJONG PAGAR time to time. ensure that the movement of all SCANNING STATION The proposed new portal maritime cargo passing through With the opening of the Tanjong scanner will shorten the scanning its checkpoints is legitimate. Pagar Scanning Station (TPSS) in time to around 2.5 minutes per 40 In its continuing quest to “Be 2003, ICA is able to expedite the foot container. Hence, the project Better”, Ports Command has been examination of inbound containers to install a drive-through portal in active engagement with the and Singapore became the first system will shorten the waiting MHA Office of the Chief Science Container Security Initiative (CSI) time for the importers/hauliers. & Technology Officer (OCSTO) to port in Asia to scan CSI-targeted The time savings will improve meet the challenge of detecting containers. Subsequently, the throughput of cargo vehicles dangerous consignments amidst another two scanning stations, scanned per hour or a 50% time a heavy flow of maritime cargo Pasir Panjang Scanning Station savings in waiting for a scan at passing through its checkpoints. It and Jurong Scanning Station TPSS which translates to running has been proposed that equipping were opened in 2005 and cost savings for the business Ports Command with a Protective 2009 respectively to augment community. Analytical & Assessment Facility Ports Command | 19

With the delivery of this known as the Radiation Detection same checkpoint gate to make new portal scanner in 2013, Initiative or RDI) in Singapore way for the expansion of import Ports Command will be able to port was signed in 2004. Two and export cargo clearance maintain the delicate balance Radiation Portal Monitors (RPMs) lanes at PPT by PSA Corporation between security clearance and under MI were subsequently (PSAC). The relocation caters to the trade facilitation. installed the following year and increase in container volume. The they have since been in operation RPMs were successfully relocated RELOCATION OF RADIATION at Pasir Panjang Terminal (PPT) through the joint efforts of PSAC, PORTAL MONITORS Gate for radiation screening of officials from the US Department A Declaration of Principles export as well as transhipment of Energy as well as ICA’s Ports between the governments of the containerised cargo. Command, Ops Development US and Singapore to implement In February 2011, the two Branch, Admin & Logistics Branch the Megaports Initiative (MI, also RPMs were relocated within the and Finance Branch. 20 | ICA Annual 2011

Enforcement Command

Enforcement Command (EC) comprises three branches: Investigation Branch (IB), Prosecution Branch (PB) and Repatriation Branch (RB). These three branches are responsible for the effective and efficient investigation, prosecution and removal of immigration offenders from Singapore as well as the provision of integral support to ICA’s enforcement activities. IB is responsible for the investigation of cases into persons accused of committing immigration and passport-related offences. PB institutes the prosecutorial actions in Court while RB is the only work unit within the Home Team to manage the repatriation of foreign offenders, and is responsible for the lawful and expeditious removal of foreign offenders from Singapore.

IMPLEMENTATION OF in the administration of criminal the legal requirement had been NEW CRIMINAL PROCEDURE justice and at the same time adhered to as well as addressing CODE 2010 presented new challenges to the operational needs. The implementation of a new investigation and prosecution EC has since prepared all Criminal Procedure Code (CPC) functions. officers concerned for these took effect on 2 January 2011. In tandem with the significant changes. EC had A statutory framework, known implementation of the new CPC engaged in numerous extensive as the Criminal Case Disclosure 2010, a review was made by discussions and collaborations Conference (CCDC), was Policy & Operations Division with the various stakeholders introduced in the new CPC 2010 (POD), MHA, to put in place a such as Ministry of Home Affairs for the reciprocal exchange of revised framework to manage the Headquarters, Attorney’s General evidence between prosecution Warrants of Arrest (WA) issued to Chambers (AGC), Criminal and defence in criminal cases. the department. This framework Investigation Department (CID), This major change marked the reviews all outstanding cases and Subordinate Courts. EC had start of greater transparency issued with WAs to ensure that prepared a training package for Enforcement Command | 21

various work units affected by courses were conducted by EC foreigners to legalise their stay in CPC 2010, with special focus on officers with the aim to generate Singapore pending investigation Enforcement officers performing awareness of EC functions such as or repatriation, and may also be the investigation and prosecution investigation paper submissions, issued to Prosecution Witnesses functions. custodial management and court (PWs), who are required by proceedings. ICA and other law enforcement CUSTOMISED COURSES agencies. Previously, photographs Three specially customised ENHANCED SPECIAL PASS of the SP holders were pasted courses: Investigation Paper As part of the continuous efforts onto the SPs. Since 1 December Preparatory (IP-Prep) course, to improve work processes, EC 2011, a digitised colour photo Person-in-Custody (PIC) reviewed and streamlined the image of the SP holder is printed management course, and security aspects and issuance on the SP itself, making the SP Court Etiquette, Protocol and process of the Special Pass (SP). more secure. Procedures course were offered Special Passes are issued to to the work units in ICA. These 22 | ICA Annual 2011

CITIZEN SERVICES CENTRE The Citizen Services Centre (CSC)’s mission is to identify individual citizens and lawful residents of Singapore and provide them with official identification documents. CSC ‘walks’ with Singapore citizens through the critical stages of their lives: birth and death registration as well as registration of Identity Card (IC) at age 15 and its subsequent updating at age 30. It issues travel documents such as the Singapore passport for Singaporeans who need to travel. CSC is also responsible closely with government agencies module with a quiz segment. for processing applications for such as the Ministry of Community, The second module comprises Singapore Citizenship. Youth and Sports (MCYS) to make a Singapore Experiential Tour, it happen. bringing participants to the DOUBLE-BARRELLED RACE Parliament House, National REGISTRATION OPTION PHASE II OF iPASS Museum and the Urban Redevelopment Authority (URA) n 1 January 2011, ICA The iPass is an e-Service which allows our officers to enquire, premises. The final module is Oimplemented the registration a Community Sharing Session of double-barrelled race options on a real time basis, whether a Singapore passport has been chaired by grassroots leaders. In for Singaporean children born to realising the SCJ, ICA has played parents of different ethnic groups. listed as lost, stolen or cancelled in ICA’s database. Implemented a critical role in the successful and This change, first announced in smooth implementation of the Parliament on 12 January 2010, in 2008, the first phase of iPass responded to enquiries with a Singapore Citizenship journey by gives parents of inter-ethnic working closely with the National marriages additional flexibility “Yes / No” answer to indicate if the passport in question is lost, Population and Talent Division, and choice to reflect both their Prime Minister’s Office. races for their child. By this new stolen or cancelled. Phase II was option, if one parent is Chinese successfully implemented on 10 February 2011, allowing users IMPLEMENTATION OF and the other is Indian, the INITIATIVES IN PASSPORTS child’s race may be recorded as to further validate whether a Singapore passport is invalid UNIT UNDER THE LEAN “Chinese”, “Indian”, “Chinese- PROJECT Indian”, or “Indian-Chinese”. and/or expired. The option is in line with the LEAN tools were put into Government’s continual review SINGAPORE CITIZENSHIP application after a 3-Day LEAN of its policies in recognition of JOURNEY (SCJ) Value-Stream Mapping course evolving societal changes such as As part of Singapore’s efforts attended by a team led by the increasing number of inter- to improve the quality of new Head Passports in March 2011. ethnic marriages in Singapore. immigrants, the Singapore Passports Unit had implemented The successful nationwide Citizenship Journey (SCJ) hourly targeted work rates at the implementation would not comprising three-component counters and at the backroom. have been possible without the modules was launched in end Two shifts were also implemented commitment and dedication of February 2011. The first module at the passport production the ICA and the Ministry of Home is the Singapore Citizenship room during peak periods to Affairs (MHA) team which worked e-Journey, an on-line learning maximise output. This has reduced Citizen Services Centre | 23

the waiting time for customers of the ICAO PKD. The PKD Board identification. Eligible Singapore significantly. allows participating PKD Member citizens can now conveniently States to extract country signing collect their passports from 29 NRIC SYSTEM UPGRADE keys for passport authentication SingPost outlets located island- On 28 November 2011, CSC against document signing keys wide. upgraded the NRIC system digitally written in e-passport Since its launch on 15 October following months of painstaking chips for border clearance at their 2010, the ASC has garnered planning to ensure uninterrupted immigration checkpoints. several awards, for example, service and prevent major ICA hosted the 14th ICAO the SiTF Awards (Singapore technical glitches. The officers PKD Board Meeting from 5 to Infocomm Trade Federation) in worked closely with the vendors 6 December 2011 for over 40 2011, the ministry-level MHA 3i to monitor the implementation and delegates, including participants Bronze Award and the prestigious the performance of the upgraded from 16 PKD member states, PS21 Best Project Award (Silver) system thereafter. The system the ICAO Secretariat, the ICAO in 2011. More recently, the has since been providing greater PKD Operator, Netrust, and Public Service Division (PSD) has efficiency for our officers manning the International Organisation invited ICA to submit the ASC the registration counters as well for Standardisation (ISO). initiative to be considered for as improved waiting time for our Representatives from the the UN Public Service Awards customers. Philippines and Iran also attended 2012, an esteemed award on an as observers. Led by PKD Chair international level. 14TH INTERNATIONAL CIVIL Dr Eckart Brauer of Germany, the AVIATION ORGANISATION two-day closed door meetings ISO CERTIFICATION FOR CSC’S (ICAO) – PUBLIC KEY were held at the Parkroyal SERVICES DIRECTORY (PKD) BOARD Hotel. The delegates expressed The process of NRIC registration MEETING their heart-felt gratitude for the for 15-year-olds was successfully efficient organisation of the event awarded the ISO 9001: 2008 In March 2007, the ICAO PKD and the hospitality rendered. Board was formed with six re-certification in 2011. The founding members: Australia, birth registration process for a ALTERNATE SITE COLLECTION legitimate child at ICA, another Canada, New Zealand, the UK, the FOR SINGAPORE PASSPORTS USA and Singapore (represented major registration process, was by ICA). The Board is responsible The Singapore Passports Alternate also successfully ISO certified for for advising ICAO Council on the Site Collection (ASC) allows the the first time. technical, financial and policy secure collection of passports at decisions for the implementation Singpost outlets through biometric 24 | ICA Annual 2011

VISITOR SERVICES CENTRE Foreigners call at the Visitor Services Centre (VSC) to apply for a range of facilities: Entry Visas, Short-Term and Long- Term Visit Passes and Student’s Passes. VSC also serves foreigners who have lost their travel documents in Singapore, assesses appeals for entry from foreigners who are gazetted under the Prohibited Entry Order and monitors the status of foreign children born in Singapore.

PUBLIC SERVICE BEST PRACTICE Champion Award during the ICA eVP for both the Family and (REGULATION) AWARD Service Excellence Day 2011 Economic Schemes, we saw a big On 13 May 2011, ICA’s eVisitor on 14 June 2011. The eVisit leap from 64% in 2009 to 76% Programme received the Best Pass (eVP) system was initially in 2010. Practice (Regulation) Award during targeted at foreigners applying Online services such as the the Excellence in Public Service under the Family Ties Scheme. eXTEND and e-Visa allow faster Awards Ceremony (ExPSA) 2011 The system was further enhanced turn-around time. It is equipped to add to its numerous accolades. and the target group expanded with a customisable, complex rules These included the prestigious to include eligible visitors seeking engine so that it can automate the FutureGov / Government employment in Singapore and decision-making for legitimate Technology Awards 2008 (an those seeking permission to deliver cases using the retrieved data, international competition featuring their babies in Singapore. and generate an approval (or the best from Asia Pacific and the As illustrated, there is a steady a denial) online without any or Middle East), the SiTF Awards increase in the usage of the eVP minimal human intervention. On 2009 and the ASOCIO (Asia- service. It started off with 30% the other hand, suspicious, high risk Oceania Computing Industry when we first rolled out e-Services. applications are flagged out for Organisation) ICT Best Practice With the implementation of the closer scrutiny with the introduction Award 2010. The eVisitor Programme is a unique, integrated suite of online Utilisation rate of eVP 2008 Utilisation rate of eVP 2009 services to cater to the varied e-Service Walk-in needs of increasing demand for 30% 36% visitor immigration services. Our seamless eVisitor programme Walk-in e-Service allows foreigners to apply for 70% 64% a wide range of immigration facilities from the comfort and ease of their own home through Utilisation rate of eVP 2010 Utilisation rate of eVP 2011 SAVE, eXTEND, SOLAR and eVisit Pass. Walk-in Walk-in 24% 21% GOLD SERVICE CHAMPION AWARD e-Service e-Service Our Enhanced Visit Pass Scheme 76% 79% bagged the Gold Service Visitor Services Centre | 25

of “auto-rules engine” into our from online applications of long- to flow from the LTP application work processes. term immigration facilities to database to the automated The eVisitor Programme on e-Appointments for the collection clearance facility database. the whole improves data integrity of the long-term pass cards, to The introduction of the as data shown in our system automatic eligibility to use the eVisitor Programme has improved is tamper-free compared to automated immigration clearance the speed of services and thus our information endorsed or printed system (eIACS) lanes at our border customers’ perception of ICA. The on the travel document or visa checkpoints. This is possible diagram on the left illustrates the which may be compromised. because the eVisitor Programme improved customer satisfaction The eVisitor Programme also has automated much of the results arising from a survey offers a one-stop solution, i.e. background work, allowing data by Forbes over three separate periods (or waves) from 2006 to 2008 and 2010. Customer Satisfaction Index 2006-2008 & 2010 By breaking away from established norms, adopting a new mindset, delivering Service Innovation, we have improved Service and Security with the implementation of the eVisitor Programme at VSC. ISO CERTIFICATION FOR VSC’S SERVICES The provision of service for the application and collection of visa for foreigners and the application of Student’s Pass for Government Schools were awarded the ISO 9001: 2008 re-certification and certification, respectively in 2011. No survey was conducted in 2009 26 | ICA Annual 2011

PERMANENT RESIDENT SERVICES CENTRE The Permanent Resident Services Centre (PRSC) is responsible for processing applications for Entry Permit (EP) which confers permanent residence (PR) status on the holder. It issues the EP to successful PR applicants and where applicable, visas to enable them to travel to Singapore. PRSC also issues and renews the Re-Entry Permit (REP) and Certificate of Identity (CI) to Permanent Residents (PR) to facilitate their travel. The centre registers the Singapore Blue Identity Card for new PRs who are 15 years old and above, and provides services on the verification of PR status. It is also responsible for processing cases of PR renunciation and revocation.

IMPLEMENTATION OF Under this initiative, a single set- COMMON COUNTER up was implemented across all the SERVICES FOR SUBMISSION counters to allow PRSC officers to OF PR APPLICATIONS accept PR application and process AND COMPLETION OF PR completion of PR formalities, FORMALITIES including identity card registration Previously, the counter services and issuance of EP and REP, all at for accepting Entry Permit (PR) the same counter. Officers were applications and the issuance of cross-trained to perform the the Entry Permits (also known as enlarged job scope. Members of Completing of PR Formalities) the public have since enjoyed a were carried out by two separate relatively shorter wait during their groups of counter officers. visit to the PRSC to submit their However, this arrangement did not applications or to complete PR allow for nimble cross deployment formalities. The counter officers’ of the two groups. jobs were also enriched with the To enhance customer service increased scope, which resulted in and optimise the use of resources, greater job satisfaction for these the Common Counter Services was officers. launched on 27 October 2011. Permanent Resident Services Centre | 27

IMPLEMENTATION OF on the passport’s biodata page ISO CERTIFICATION FOR PRSC’S PASSPORT SCANNERS AT THE into the relevant fields of ICA’s SERVICES COUNTERS system. The scanners are also The provision of service for In processing applications, officers equipped with forgery detection completion of PR formalities previously had to manually capabilities to aid our officers in received the IS0 9001: 2008 key in the applicant’s passport the verification and authentication re-certification in 2011. PRSC information into ICA’s database. of a passport. was also successful in obtaining Such manual inputs were time- This initiative has facilitated ISO certification for the provision consuming and susceptible to the fast and accurate capturing of REP renewal service over the errors. To ensure data accuracy of an applicant’s particulars, thus counter. and reduce manual input, passport ensuring the integrity of data scanners have been deployed captured. The forgery detection at the PRSC counters since 30 capabilities also enhance our October 2011. These passport defences against applicants who scanners are able to read and might attempt to apply for PR with automatically populate data forged or tampered passports. 28 | ICA Annual 2011

Planning Planningand Research

he Planning & Research Division conducts both Tstrategic research and planning. Comprising two branches, the division is made up of the Strategic Planning Branch (SPB) and Strategic Research Branch (SRB). Both work units support the planning process through facilitating the review and implementation of key strategic initiatives and analysing key statistics and information.

ORGANISATIONAL HEALTH SURVEY 2011 2011 was an eventful year for the Strategic Planning Branch. Kicking off with the execution of ICA-wide Organisational Health Survey (OHS) in January, SPB, through the consultation with the Centre for Organisation Development, Civil Service College and Towers Watsons, engaged our officers through a written survey to get their honest sentiments on the level of satisfaction with the organisation. The results which were tabulated and analysed under the strictest confidence were then presented to ICA’s Leaders. By and large, there has been a significant increase in the level of overall satisfaction amongst all staff in ICA.

SQA SHARING VISITS Since ICA’s conferment of the SQA award in 2009, SPB has received many requests for visits by external agencies who wish to share and learn from our Business Excellence (BE) best practices in the areas of people, process, service and innovation excellence. Our guests, both local and foreign, would be shown a presentation of our corporate and BE videos, and when time permitted, a trip to the Checkpoint Security Training Suite and a tour of our Identity Authentication & Document Analysis Branch (IADA) Laboratory and the Heritage Gallery. SPB, in turn, received generous takeaways in the form of idea exchanges, learning points and forging of new friendships. Planning and Research | 29

RE-CERTIFICATION OF ICA’S 3-IN-1 FORMATION OF DATA statistical support. By delivering BE NICHE STANDARDS MANAGEMENT NETWORK timely and accurate statistics, A key event, the re-certification of ICA’s COMMITTEE SRB has allowed relevant policy 3-in-1 BE niche standards (i.e. People Statistical and data management stakeholders to carry out robust Developer, S-Class and I-Class) was the has always been the specialisation planning and/or review of policies main highlight of SPB’s calendar. Being of the Strategic Research Branch relating to the local population. the central body in charge of planning (SRB). Apart from handling requests and driving ICA’s BE journey, SPB got from both internal and external WHAT THE FUTURE HOLDS busy with preparing a slew of activities agencies, SRB also ensures that FOR PLANNING & RESEARCH to collectively involve every officer in ICA units comply with the IM8F’s DIVISION the quest. They ranged from roadshows, guidelines in the area of data Looking ahead, 2012 would bring mock site assessments, online quiz and management and protection. more excitement and greater the production of reports for distribution Hence, in 2011, SRB initiated the challenges for us. With a re- to senior and junior officers, SPB, through formation of the Data Management organisation taking place, Planning regular meetings with the BE Steering Network Committee, whose purpose & Research Division would be Committee chaired by Commissioner, is to ensure that the best practices renamed Planning and Review worked closely and tirelessly with Key in data management and data Division operating in three branches Category Coordinators and Writers, protection are implemented across namely; Strategic Planning, Directors and Commanders of work all ICA units. In the policy review Organisation Development and units, Unit Liaison Officers and Assistant of the Immigration Framework, a Performance Review. Taking effect Liaison Officers in rallying the entire working guide to manage the pace from 16 January 2012, the three ICA family towards our common goal. of immigration and ensure that branches would allow for more Through the collective effort of immigrants are of good quality structured specialisation and division all the work units, we have successfully and able to integrate well into of key functions to meet ICA’s drive obtained a renewal of ICA’s niche Singapore society, SRB provided towards organisational excellence. certifications till 2014. a strong hand in the provision of 30 | ICA Annual 2011

TechnologyTechnology

he Technology Division is entrusted with the Tresponsibility of delivering ICT systems and technologies that are aligned with ICA’s strategic and operational objectives as well as giving maximum value to ICA. The ICT Vision – a statement of the desired future concept of ICA’s operations enabled by ICT – is characterised by: • Innovate: Proactively introducing emerging technologies to innovate and achieve security and service excellence to meet the challenge of border security and the looming threat of terrorism; • Connect: Responding to needs and expectations of its customers, developing strong networks with key suppliers and strategic partners and sharing information within ICA to ensure pro-active and strong responses to any potential threats, investigations and enforcements; The implementation of ICT Initiatives and their associated • Automate: Effectively delivering the required ICT business re-alignment will be a complex endeavour, involving technologies and solutions on behalf of ICA to its cross-functional and cross-organisational integration. In customers, partners and stakeholders. order to ensure a coherent and considered transition from the ICA current state to the desired future state, Technology Division would continue to ensure the robust, scalable and adaptable ICT platforms and technical environments to provide the necessary end-to-end coverage to enable ICA to perform at the highest level.

ENCORE INITIATIVES: MERIT IN SiTF AWARD In 2011, ICA’s ENCORE initiatives won a Merit in SiTF Award under the E-Government category. Organised by Singapore Infocomm Technology Federation (SiTF), the award recognises innovative ICT applications and solutions which are developed locally. ENCORE is a suite of applications that complements existing ICA e-Services. It provides a complete user experience: from enquiries on initial application, to collection and finally, the return of identity documents. It is designed to overcome existing challenges like resource and space constraints in handling the growing number of applications at ICA’s services centres. Below are the 3 areas: – Enquiry, Collection and Return by ENCORE initiatives: (Please see Figure 1). The first product of ENCORE initiatives: iEnquiry, is a one-stop web portal with integrated enquiry function for users to track the status of all their applications with ICA under a unified view. It also integrates e-Services like Technology | 31

iCHECK and VERIFI that provide validation of identity documents as Figure 1. well as e-Appointment that prompts applicants to make appointments with ENCORE Initiatives ICA online as soon as the application – Complements status is ‘approved’. existing ICA iCollect focuses on collection of e-Services and ICA documents (e.g. Passport, NRIC provides complete and Long Term Pass). It is a secured user experience: self-service kiosk which dispenses Enquiry, Collection passports and identity documents and Return upon biometric verification of the applicants. This offers a spatially and temporally convenient option for the public to collect their documents without compromising the issuance process. iCollect was designed for collection facility for ID documents with convenience to customers and scalability with no hardware restriction online verification ability and receipt transparency in the process through and is a world’s first automated issuance capability. the use of automation. Apart from identity document issuing kiosk with ENCORE initiatives are developed benefits to users, ENCORE has proven biometric authentication function. with the customer in mind, and are to be advantageous for ICA. Since its iReturn provides an intelligent, guided by the concept of ensuring that implementation in November 2010, secure and accountable disposal of there are multiple channels to access close to 650,000 customers had cancelled identity documents. iReturn our services, many benefits to be utilised the e-Services and this had is a self-service kiosk for the return of reaped from using our systems, and at freed up manpower to handle other cancelled/expired LTP cards to ICA, the same time minimising the number work areas, indirectly translating to where data integrity is maintained of visits to ICA. cost savings of about $1 million per with the scanning of barcode on ENCORE initiatives have provided year. the card and capturing of images. meaningful alternatives to improve iReturn is Singapore’s 1st automated accessibility of ICA services, offering 32 | ICA Annual 2011

ManpowerManpower

he Manpower Division comprises the Human Resource TManagement (HRM) Branch, Human Resource Planning & Career Development (HRPCD) Branch and ICA Training School. HRM Branch focuses on the recruitment and implementation of HR policies and practices. It also manages personnel functions ranging from discipline and awards management, exit and superannuation, to career transition matters. HRPCD Branch is responsible for the review and formulation of HR policies, handling of performance management and career progression matters as well as planning and facilitating the deployment of officers. It also looks into the building of leadership and staff capabilities in ICA through the development of officers. ICA Training School PLEDGE RECITATION CEREMONY oversees the formulation, implementation and review of Besides equipping new entrants with the necessary core both training policies/plans and programmes for officers competencies to perform their work effectively, the Basic in ICA to develop core competencies so that officers can Induction Training Programme also plays a pivotal role discharge their functions with confidence. in guiding and shaping behaviours of new officers. In September 2011, Training School introduced the Pledge Recitation Ceremony at the start of the Basic Induction Training Programme not only as part of on-boarding efforts but also to officially mark the start of the new entrants’ careers as ICA officers. Through this Ceremony, which is held at the Home Team Academy (HTA) Hall of Honour (HOH), it is envisaged that the new recruits would ‘Be Guided’ by ICA’s Mission, Vision and Values as they carry out their duties.

NEW SECURITY FEATURES HANDBOOK As guardians of our gateways, the ability to detect forged or altered documents is critical for all ICA officers. Hence, the strengthening of our officers’ foundation in forgery detection must be an endless pursuit, to ensure that our officers are ever-ready to tackle any terrorists and criminal syndicates who are exploiting more sophisticated technology as part of their modus operandi. The new and improved Security Features Handbook was developed to offer a more comprehensive and up-to-date reference for the security features of both ICA-issued as well as international travel and identification documents. It is also presently used as a training aid to complement the existing Forgery Detection Techniques Training conducted by Identity Analysis & Document Analysis Branch (IADA). Our officers can now look forward to more opportunities to improve their document examination skills and this ultimately translates to officers gaining more confidence when performing their duties. Manpower| 33

JAPAN-SINGAPORE PARTNERSHIP four ICA officers. Through the through course sponsorships. In line PROGRAMME FOR 21ST CENTURY various presentations and site visits with our on-going pursuit to ‘Be Better’, (JSPP21) – ASEAN BORDER to ICA, the participants gained a course sponsorships are part of ICA’s COOPERATION FOR MANAGERS better understanding on how ICA continuous learning opportunities for Together with Ministry of Foreign leveraged on technology to deal both Specialists and Senior Officers. Affairs (MFA) and the Japan with huge volumes of people, goods In 2011, seven of our Specialists International Cooperation Agency and conveyances moving through received Degree Sponsorship Awards to (JICA), ICA conducted a new training our border checkpoints as well as pursue further studies. Such sponsorships programme under the auspices of to carry out our identification and are part of our on-going efforts to the Japan-Singapore Partnership registration functions across the three maximise each and every Specialist’s Programme for the 21st Century services centres. A unique feature potential to the fullest by helping (JSPP21). This new programme titled of this programme was the ‘Cross- them fulfil their aspirations to upgrade ‘ASEAN Border Cooperation for Country Sharing’ segment whereby themselves academically. This is over Managers’ was conducted from 17- the participants spoke candidly about and above the existing sponsorship 21 October 2011. The programme the challenges they faced in their to sponsor Specialists for Diploma provided a learning opportunity for respective administrations and shared qualifications. key government officials from the some of their recent and upcoming In 2011, ICA also added Graduate Immigration and Customs Departments initiatives to tackle them. Undoubtedly, Diploma courses to the existing in ASEAN to gain a deeper this programme has succeeded in postgraduate sponsorships available understanding on the underlying creating more avenues for the ASEAN to Senior Officers: full and part-time principles behind the enhancements immigration and customs officers to Masters and Executive Development to people and goods clearance within share knowledge with one another Programmes. For the inaugural run, ICA this region. It also aimed to provide and in the process, achieve a better will be sponsoring two Senior Officers a platform for better ASEAN co- and more stable ASEAN region to for the Graduate Diploma in Public operation between the Immigration stay, work and play. Relations jointly conducted by the and Customs Departments as well as Institute of Public Relations of Singapore between ASEAN countries. DEGREE SPONSORSHIPS FOR (IPRS) and Singapore Management For the inaugural run, eleven SPECIALISTS AND GRADUATE University (SMU), slated to commence in Immigration and three Customs DIPLOMA FOR SENIOR OFFICERS early 2012. Such academic pursuits not senior officials from all the ASEAN Besides providing opportunities only help to enrich officers’ knowledge member countries (with the exception for officers to realise their career and expertise but also enable officers to of Myanmar) attended the five- aspirations, ICA also provides them benefit from a total learning experience day programme together with support in their academic pursuits during their career with ICA. 34 | ICA Annual 2011

CorporateCorporate Services

he Corporate Services Division (CS Div) comprises Ttwo branches: Finance Branch and Admin & Logistics Branch (ALB). Performing key functions such as Finance, Administration and Logistics, CS Div is responsible for securing and optimising usage of limited resources in ICA, as well as reviewing and ensuring the readiness and effectiveness of ICA’s existing financial systems, logistics equipment and assets. In addition, CS Div provides support and guidance on financial, administrative and logistic matters to all work units in ICA.

PROJECT ECO-OFFICE For the year 2011, CS Div has taken a major step to launch Project Eco-Office to achieve the Eco-Office certification for ICA by the end of FY2011. The Eco-Office label serves to bring the environmental message to offices in Singapore by incorporating environmental practices into the daily lives of office workers as well as to inspire and educate them to do their part in preserving the environment. It also rates offices on practices such as management’s commitment, energy efficiency, environmental policy, recycling, water conservation, waste management and the effective monitoring of resource consumption. On the recommendation from the Singapore Environment Council, an Eco-Office Committee was formed. As CS Div was already leading the Economic Sustainability Drive in ICA, the Eco-Office Committee was put under the charge of Director (Corporate Services) who is assisted by representatives from the work units as well as members from ICA’s Staff Welfare Committee. The Committee was responsible for crafting and establishing environmental policies, formulating and driving Eco-office initiatives in ICA. Following the formation of the Eco-Office Committee, CS Div developed the Eco-Office Framework to enable ICA to realise its potential of environmental sustainability and to meet the target timelines for Eco-Office certification. The framework included creating awareness of environmental sustainability in ICA, encouraging staff to preserve the Corporate Services | 35

environment, gathering innovative as part of its operational fleet. With than $6,000 per year. Moreover, the ideas to drive environmental such commitment to Project Eco-Office cost of such escort services has been sustainability efforts as well as by CS Div and the Committee, and rising in recent years and security firms recognising and rewarding these with the cooperation of the ICA family, are also offering alternative banking- efforts. ICA can undoubtedly achieve the Eco- in services at an affordable rate. Guided by the framework, the Office label in time to come. Before the expiry of the 2009- Committee is currently looking towards 2010 security escort services contract, increasing environmental awareness ICA’S CASH-IN-TRANSIT SERVICE Finance Branch explored and decided through different Eco-Office Another CS Div initiative is the change on using a security company to perform initiatives. Existing initiatives will be in banking-in process of ICA’s cash the banking-in for ICA instead. This built upon, for instance, to conduct and cheques. Implemented by Finance initiative resulted in savings of ICA’s energy audits in areas of water Branch with effect from 1 January manpower cost of about $6,000 and energy conservation, as well 2011, ICA has engaged a security a year, and the transfer of the risks as encouraging the use of refillable company to transport and bank-in its involved in escorting, transporting and toners and organising competitions daily cash and cheques. banking-in of cash at a reasonable amongst work units to reduce paper Prior to 2011, cash and cheques price to the vendor. consumption. New initiatives will also were banked-in by two of ICA’s Since the introduction of this be implemented which include regular own Finance officers and escorted new mode of escorting/banking-in, email broadcasts on environmental by contracted security escorts. The Finance Branch has been exploring practices, events and quizzes. advantages of this method were the the fine-tuning of procedures and A special initiative the Committee process was free from hassle and requirements for such future contracts, is exploring is the feasibility of error since it was handled by ICA’s and hopefully integrate past lessons inserting special caveats or clauses in own officers and that the cash and learnt into them as well. This again tender documents that require vendors cheques were safe with the presence exemplifies CS Div’s commitment to to adopt environmentally friendly of security escorts. However, the be better and accountable to all practices. ICA is also participating in opportunity manpower cost to the stakeholders involved. a national pilot to deploy electric cars organisation was estimated at more 36 | ICA Annual 2011

Policy Administration and PolicyInternational Admi Affairs

he Policy Administration & International Affairs T(PAIA) Division came into being with the re-naming of Policy Division on 1 April 2011. With the transfer of ICA’s naturalisation and population policy-formulation functions to the National Population and Talent Division (NPTD), Prime Minister’s Office (PMO), ICA took the opportunity to restructure Policy Division to more accurately reflect our roles vis-a-vis the Ministry of Home Affairs (MHA). While the International Affairs and Legislation Branch handles bilateral and multilateral initiatives, as well as legislative matters under ICA’s purview, Policy Branch serves mainly as a ‘facilitator’ between Ministry and NPTD policy-makers and ICA Services Centres. Consequently, it is more fitting for Policy Branch to be re-named “Policy Administration”. With this, Policy Division took on the new name of Policy Administration & International Affairs (PAIA) Division with effect from 1 April 2011.

IMPLEMENTATION OF DOUBLE-BARELLED RACE REGISTRATION FOR CHILDREN OF MIXED-MARRIAGES Immigration remained the key subject in 2011 since the tightening of the Permanent Resident and Singapore Citizen framework in 2009. On 2 January 2011, PAIA Division and Citizen Services Centre implemented the double- barrelled race registration for children of mixed-marriages. Singapore citizens in inter-ethnic marriages will be allowed to record double-barrelled race for their child. Such couples will now have four choices on how they wish to register their children’s race, viz. the father’s race, the mother’s race, or a double-barrelled race with either the father’s or mother’s race reflected first. In the case of children born to Caucasian and Asian parents, a fifth option of ‘Eurasian’ will also be available. The double-barrelled race is limited to only two components; one hyphenation. On the international affairs and legislation front, PAIA Division continues to monitor developments and initiatives at international forums. Policy Administration and International Affairs | 37

15TH MEETING OF THE ASEAN of the DGICM. Ten years after the 5th for the event started early in January DGICM AND 7TH ASEAN DGICM was last hosted in Singapore 2011, drawing together many officers IMMIGRATION INTELLIGENCE by then-SIR, this was the first time that of diverse expertise and capabilities. FORUM (AIIF) ICA hosted an ASEAN meeting since its The ‘Can Do Mentality’, ‘Be Better The 15th Meeting of the ASEAN formation. Over the years, the event Attitude’ and ‘ICA-Centric Spirit’ were Directors-General of Immigration had expanded to include the AIIF, as clearly evident and keenly observed Departments and the Heads of Consular well as a back-to-back consultation by all involved to ensure the effective Affairs Divisions of the Ministries of with Australia as a dialogue partner. execution of the event. All the hard Foreign Affairs (DGICM) and 7th The opening ceremony for the 15th work paid off as the Meeting closed ASEAN Immigration Intelligence Forum DGICM was officiated by Guest-of- with the AMSs reinforcing their (AIIF) were successfully held in Singapore Honour, Mr Masagos Zulkifli, Minister commitment to a common purpose of from 3 to 6 October 2011 at the Carlton of State for Ministry of Home Affairs achieving an outward-looking, stable Hotel. and Ministry of Foreign Affairs. About and prosperous ASEAN community The DGICM is the highest decision- 70 delegates from the 10 AMSs, the through the 3 ‘C’s of collaboration, making body for ASEAN in terms of ASEAN Secretariat and Australia cooperation and capacity-building. immigration matters. It meets annually were in attendance. The Singapore Our efforts and dedication with the chairmanship rotating in delegation was led by Mr Vijakumar in organising this meeting were alphabetical order among the ASEAN Sethuraj, Deputy Commissioner (Policy reciprocated with the delegates’ Member States (AMSs). This year, & Administration), ICA. display of appreciation for the warm Mr Clarence Yeo, Commissioner, ICA Taking cognizance of the scale and hospitality accorded and the accolades Singapore, took over the Chairmanship significance of the event, preparations received from our guests. 38 | ICA Annual 2011

Corporate CorporateCommunications

he Corporate Communications Division aims to create Ta distinct corporate identity for ICA and a strong corporate presence so that our customers, partners and the community recognise ICA as a leader in border security and identification. The division does this through creating awareness, spearheading corporate branding strategy, disseminating internal communications; inculcating service values in ICA; engaging our media, partners and community and measuring ICA’s success in delighting our customers through multiple touchpoints. The division is made up of three branches: Community Involvement Branch, Customer Relations Branch and Public & Internal Communications Branch.

ICA’S SERVICE EXCELLENCE LOGO Service Excellence Day 2011 witnessed several firsts including the launch of ICA’s Service Excellence Logo by Commissioner, ICA. The logo incorporates the concept of service excellence as the foundation to achieving excellent border security by upholding the three departmental values of Integrity, Commitment and Accountability. These values are depicted by the three beams flowing from service excellence to achieving security. ICA’s service tagline, ASSET: Achieving Security & Service Excellence Together is represented by the circular disc that highlights the connection between security and service. The corporate colours of blue and red represent ICA’s assets – its people. Blue represents uniformed officers whilst red represents support staff. The Service Excellence Logo serves as a reminder to all our officers to remain security-focused and service-conscious as they strive to achieve ICA’s vision of Inspiring Confidence in All.

OPENING OF eLOBBY@ICA The eLobby@ICA was officially launched by Deputy Prime Minister (DPM), Coordinating Minister for National Security and Minister for Home Affairs, Mr Teo Chee Hean on 29 July 2011. The eLobby@ICA is equipped with 13 units of self-service kiosks and one unit of iReturn kiosk. The opening of eLobby@ICA marks another milestone in ICA’s journey in providing convenience to our customers without compromising on security. Designed to be a one-stop facility that provides the public with a safe and convenient platform for identity and border security-related transactions, the facility is fast gaining acceptance, as evidenced by the increasing number of transactions per month. For the month of December 2011, the Corporate Communications| 39

eLobby@ICA handled close to eighteen The pioneer group of GLAs was till March 2011 was the highest-rated thousand transactions compared to formed in Queenstown in 2008. The hour-long drama on Channel 5 in recent fourteen thousand transactions in GLA scheme was extended to Nee years. Viewers gained invaluable insights August 2011, a 28% increase. ICA is Soon constituency in 2011. These ICA through the cases of Team Epsilon, ever mindful of the needs of its various volunteers assist ICA to reach out to the learning how the other agencies of the customer segments. Steps were taken in community and educate the citizenry Home Team work closely together with ensuring that the needs of the elderly on ICA’s messages – the most important ICA to ensure Singapore is kept safe and disabled were addressed in the of which is the anti-harbouring and secure. The second season saw the service design of the eLobby@ICA. The message; the changes in laws and introduction of new characters into Team Disabled People’s Association (DPA) was procedures that impact the general Epsilon, giving additional dimensions for consulted and their inputs incorporated citizenry and new initiatives that bring development of the existing cast. into the design enabling the eLobby@ convenience to our customers. Being In addition to the episodes on ICA to be accessible to wheel-chair residents in their heartlands, our CPAs television, ICA also facilitated the bound customers. The eLobby@ICA and GLAs are able to disseminate production of Webisodes for Point of is the first lobby in Singapore to be ICA’s messages effectively through Entry. Webisodes are short 3-minute endorsed by the DPA as a barrier-free their close and personal interaction informative snippets that have been and wheelchair-friendly facility. with the community during their regular posted on Mediacorp’s xinmsn website. meetings and dialogue sessions as well For POE, the webisodes are factual GRASSROOTS LEADER as other events such as community snippets of various aspects of ICA’s work. AMBASSADORS SCHEME lunches and exhibitions. The topics covered include Passport ICA’s first group of volunteers, the Crime Forgery, Smuggling Prohibited Items and Prevention Ambassadors (CPAs) was POINT OF ENTRY (SEASON 2) the Checkpoint Security Training Suite. formed in 2006 as our extended arm Back for a second season, Mediacorp’s These webisodes have attracted a wide and voice to reach out to the community English drama serial “Point of Entry” viewership and a younger audience. on ICA’s messages. In mid 2008, another (POE) continues to feature stories Mediacorp has since shared that volunteer scheme, the Grassroots Leader inspired by true cases detected by season 2 of Point of Entry, with themes Ambassadors (GLAs) was formed. The ICA. POE season 2, premiered on 8 centred on immigration and border former leverages on the pool of Crime December 2011 with 17 episodes, security matters of Singapore, continued Prevention Ambassadors of the National is aired during the primetime slot on to garner high TV viewership ratings. This Crime Prevention Council whilst the Thursdays at 8pm on Channel 5. is indeed a testament that the hard work latter is drawn from grassroot leaders in The first season of Point of Entry of ICA officers is being recognised by the targeted constituencies. which aired from December 2010 public. 40 | ICA Annual 2011

IntelligenceIntelligence

he Intelligence Division is primarily responsible for Tproviding timely and useful intelligence to support operations of ICA’s line units to ensure the integrity of our borders’ security regime. The branches under Intelligence Division are: Research & Analysis Branch (RAB), Identity Authentication & Document Analysis Branch (IADA), Info Management & Registry Branch (IMR), Data Analysis Unit (DAU), Intel Ops Branch (IOB), Intel Support Branch (ISB) and Liaison Branch (LB).

FORGERY DETECTION WEB PORTAL II The Forgery Detection Web Portal (FDWP) has served as a useful database for the reference of passport and identity documents by ICA officers. Not just an online resource centre that stores information and images of genuine and forged documents, it is also an online self-learning portal for officers to learn at their own pace. The revamped FDWP II, officially launched on 1st September 2011, has given the portal a new look and visual presentation. It is equipped with touch screen capability to promote interactivity and make it easy for online searches by ICA officers. It also advances continuous self learning through its user-friendly and interactive features, enticing and promoting a learning culture among ICA officers for their continuous improvement. The system allows ICA officers to apply their knowledge and hone their forgery detection skills, enabling the officers to gain greater proficiency and confidence in document examination at the checkpoints.

STRENGTHENING THE ICA HEARTWARE In line with ICA’s key strategic thrust of ‘Strengthening the ICA Heartware’, Intelligence Division is currently in the midst of revamping the Checkpoint Security Training Suite (CSTS) and the IADA Gallery. Slated to be completed in 2012, these projects aim to provide an enhanced and value-added training experience for our officers and visitors. Intelligence | 41

CSTS ENHANCEMENT about security features and forgeries fraudulent passports detected at To value-add to the Checkpoint of travel and identity documents. Since the checkpoints, a section featuring Security Training Suite (CSTS) and its formation in 2008, the IADA Gallery simulated security features and the maintain the usefulness of its training has served as an experiential learning new Forgery Detection Web Portal aids, it is necessary to explore the centre for ICA’s senior officers as part (FDWP), enhanced with touch-screen expansion of the facility in terms of of their basic Forgery Training Course. capability. the scope and depth of the training It has also hosted several visits for the aids. This will ensure that the training foreign delegates, Ministries’ officials ICA-DGI BILATERAL MEETING ON 15 aids remain relevant as new learning and Home Team personnel. The IADA TO 16 MARCH 2011 needs arise from the operating Gallery was also one of the highlights In an effort to enhance the cordial environment. The design-and-build showcased during ICA’s Singapore relationship and cooperation between extension project for the CSTS will Quality Award (SQA) journey in 2008 ICA and Directorate General of showcase a more comprehensive and has received positive feedback on Immigration (DGI), Indonesia, the library of security-related weapons, its learning objectives. inaugural bilateral meeting was held in house a greater variety of exhibits With the rapid changes in forgery Singapore from 18 to 20 April 2006. which have been used to conceal trends and methods around the world, Since then, each department has taken contraband goods, as well as provide more security features have been turns to play host. The 5th ICA-DGI a secure storage facility to keep all developed to counter forgeries. The Bilateral Meeting was held from 15 to seized security items for display and IADA gallery is constantly updated 16 March 2011, when ICA hosted the training purposes. with the latest security features and event. During the two-day meeting, forgery methods, thereby providing the DGI delegation was brought on REVAMP OF IADA GALLERY an extensive coverage of both genuine a site visit to Woodlands Checkpoint security features and forgery items The existing IADA Gallery was initially as well as the Heritage Gallery for learning purposes. It is important and Passport Production Room. The set up with the objective to promote that the gallery be enhanced for ICA’s competency in forgery detection meeting provided opportunities for a more interesting, interactive and the two departments to gain a better and document examination to ICA effective learning experience. Some officers and invited guests. The IADA understanding of work processes, of the enhancements in the revamp checkpoint operations and initiatives Gallery provides a one-stop learning include: a showcase of real cases of experience, where visitors may learn undertaken. 42 | ICA Annual 2011

OperationsOperations

he Operations Division is responsible for the Tformulation, review of SOPs and clearance processes for the daily operations of the commands. The work units under Ops Division are: Operations Management (responsible for checkpoint ground operations matters including the Blacklist sections), Operations Development (developing/acquiring new clearance technologies to meet evolving operational needs), Operations Planning (developing/reviewing contingency operational plans/ scenario planning for checkpoints), Data Processing Centre, Border Watch Unit, and Projects Unit. The work units work closely with the commands in formulation of ADVANCED PASSENGER SCREENING (APS) SYSTEM enhancement efforts to achieve overall operational The Advanced Passenger Screening System (or APS) was effectiveness and efficiency. The work units also work envisioned as an extension of screening capabilities beyond closely with external partners and agencies to ensure Singapore’s geographical borders to complement ICA’s current ICA’s relevance in a changing operational landscape. layered security approach. It allows the viewing, searching and screening of passenger data prior to the travellers’ arrival in Singapore. It also provides a wealth of information about the travellers and enables the assessment of not only travellers to Singapore, but also those who are in transit through the country. From the initial trial which involved Singapore Airlines and Thai Airways, more airlines have since been invited on board this APS programme. It will be implemented in phases with a view to eventually covering all the airlines plying Singapore Changi Airport. At full implementation, APS will further enhance ICA’s risk management strategy in enforcing Singapore’s border security regime.

THREAT-ORIENTED PASSENGER SCREENING INTEGRATED SYSTEM (TOPSIS) The Threat-Oriented Passenger Screening Integrated System (TOPSIS) is the first security system that specifically targets the detection of hostile intent. Simply put, it is akin to finding the bomber, instead of just the bomb. The TOPSIS rests on the principal idea that if we can identify the key indicators suggesting hostile or evasive intent, we would then be able to direct our secondary screening efforts in a more targeted and accurate manner, and reduce resource wastage. As TOPSIS also involves the non-security communities, the security forces now have many more eyes and ears on the ground watching and listening for suspicious indicators, thereby enabling multiple layers of observation. For a traveller with dubious intent, this makes evasion much harder. For ICA, it strikes a good balance between efficiency and security at our checkpoints.

Operations | 43

IMMIGRATION FACIAL SCREENING ensures that these travellers do not EX NORTHSTAR SYSTEM (i-FACES) assume another person’s identity by An enemy vessel looming on the Immigration offenders and others with using someone else’s passport to enter shores, vehicles exploding and dubious intent have been known to or leave Singapore. Likewise, others catching fire, and a massive chemical innovate and employ creative methods who attempt to use their identities will leak claiming many casualties were to obtain immigration clearance and also be caught. just some of the scenarios tested on legally gain entry into the country. To The PSO+ was introduced to 25 November 2011. This was the counter the evolving trends, one of the cover Singaporean travellers at culmination of Exercise Northstar VIII methods used by ICA is to implement Changi Airport’s Budget Terminal conducted from 10 to 25 November real-time facial recognition technology and the Tuas Checkpoint in April and and which involved an entire series of at its immigration counters. Called October 2010 respectively. This will emergency response exercises co-led i-FACES, this system is capable of be expanded to include all checkpoints by the Ministry of Home Affairs (MHA) detecting imposters who change their and other groups of “known” travellers and the Ministry of Defence (MINDEF). personal information found on their new progressively. The exercise tested the readiness passport in an attempt to circumvent and coordination of 18 government the system checks. The i-FACES has EX CHEMBRIDGE agencies with a series of simulated been successfully implemented at all Into its eighth year, Exercise terrorist attacks and crisis scenarios. ICA’s major checkpoints in 2011. Chembridge was held on 28 July 2011 Officers from ICA’s Operations Division to ensure that both Malaysian and and Coastal Command participated PRIMARY SCREENING OFFICERS Singapore agencies are fully aware actively in the exercise, which included PLUS (PSO+) of their specific roles in a co-ordinated a tabletop exercise and the enactment The PSO+ leverages on existing ICA operation involving a chemical spillage of various scenarios during the actual systems and available information to at the Tuas Second Link. ground deployment exercise. One of authenticate the identity of travellers The Singapore Civil Defence Force the scenarios depicted a routine check such as Singapore Citizens, Singapore (SCDF) and the Malaysian Fire and by ICA’s Anti-Smuggling Team (AST) Permanent Residents and others whose Rescue Department (BOMBA) led the on 22 November 2011, leading to the fingerprints have been registered exercise with active participation from discovery of one tonne of fertiliser (an with ICA. On the basis that these other agencies such as ICA’s Operations ingredient in bomb-making) amongst are “known” travelers, PSO+ checks Division and Tuas Command, the Royal a consignment of timber on board a allow the identities of such travellers Malaysian Police, the Singapore shipping vessel and three rifles and to be verified by matching their live Police Force, the National Environment 200 rounds of ammunition, together fingerprints against the ICA fingerprint Agency (NEA) and the Maritime and with 1,000 boxes of contraband database. Instead of solely relying on Port Authority of Singapore (MPA). cigarettes. manual face-to face checks, the PSO+ 44 | ICA Annual 2011

Relocation of KTMB Station at Tanjong Pagar to Woodlands Train Checkpoint

oth the Singapore and Malaysian arrival CIQ facilities at exercises were also carried out to BMalaysian government WTCP. brief the local grassroots leaders, agreed, in a Joint Statement on as well as media. Topping off the Operations Division, together 24 May 2010, that “the Keretapi one year effort was the setting with Woodlands Command were Tanah Melayu Berhad (KTMB) up of a ICA Command Post to key players in this exercise, which station will be re-located from coordinate the cutover on the included studying and drawing up Tanjong Pagar to the Woodlands night of 30 June 2011, when the the detailed operational plans to Train Checkpoint (WTCP) by 1 last train pulled out of WTCP, move the CIQ facilities to WTCP. July 2011. Malaysia would co- amidst much media fanfare, and At the same time, renovation locate its railway CIQ facilities the beginning of a new era of works had to be carried out to at WTCP.” As the lead border close cooperation between ICA ensure that the infrastructure at agency and premise owner of the and its Malaysian counterparts WTCP was refurbished for the Woodlands Train Checkpoint, ICA now operating side-by-side at Malaysians’ use, while keeping played a key role in actualising WTCP from 1 July 2011 onwards. to the strict timeline to complete the relocation of the KTMB station, the move. Public engagement as well as co-location of the Relocation of KTMB Station | 45 46 | ICA Annual 2011

Awards

Public Services Best Practice (Regulation) Award ICA won the Best Practice (Regulation) Award from PS21 Office for its eVisitor Programme, an integrated suite of online services that allows foreigners to apply for a wide range of immigration facilities from the comfort and ease of their own home. Some of the services include: Submission of Application for Visa Electronically (SAVE), Extension of Short Term Visit Pass (e-XTEND), Application of Long Term Visit Pass (e- VP), and Student’s Pass Online Application and Registration (SOLAR). Commissioner Clarence Yeo received the award from Deputy Prime Minister, Minister in Charge of Civil Service and Minister for Defence, Mr Teo Chee Hean, at the Excellence in Public Service Awards Ceremony on 13 May 2011.

Singapore Infocomm Technology Federation (SiTF) Merit Award The SiTF Awards is organised by the Singapore infocomm Technology Federation (SiTF) to recognise innovative infocomm technology (ICT) applications and solutions which are developed locally. The award is an important accolade in recognition of the infocomm innovations in Singapore, providing multi-national companies (MNC)s, local enterprises and institutions an opportunity to showcase their innovative products and services. ICA received the Merit Award under government category for its iEnquiry, iCollect, Alternate Site Passport Collection and iReturn initiatives. Deputy Commissioner (Policy & Administration) Vijakumar Sethuraj received the award on 30 August 2011.

Recertification of 3-1 Business Excellence Niche Standards (People Developer, S-Class and I-Class) ICA received its recertification of its 3-1 Business Excellence Niche standards (People Developer, S-Class and I-Class) in September 2011. Spring Singapore awarded the recertification till 2014. ICA prepared all officers for the recertification by conducting roadshows, mock site assessments, online quizzes, and even published reports for distribution to all. Distinguished Visitors | 47

Distinguished Visitors

13 January 2011 A four-member delegation from the Japan Customs visited ICA Ports Command to study the roles and functions of cargo clearance. Led by the Director- General of Japan Customs, Mr. Atsuo Shibota, the delegation was briefed on ICA’s operations at Ports Command and was later brought on a site tour of ICA’s scanning facility at Pasir Panjang Scanning Station.

9 May 2011 ICA hosted a delegation from the Omani Information Technology Authority (ITA) at Tuas Command. Led by the CEO of the Omani ITA, Dr Salim Al-Ruzaiqi, the nine-member delegation was in Singapore on the invitation of the Infocomm Development Authority. During the visit at Tuas Checkpoint, the delegates were briefed on ICA’s e-Visa system and border operations. This was followed by a site tour of the checkpoint. 48 | ICA Annual 2011

27 May 2011 ICA hosted the seven-member PRC Embassy delegation, led by Counsellor & Consul-General Mr Gong Chunsen at ICA HQ. Before the visit, Counsellor & Consul-General Gong paid a courtesy call on Commissioner ICA. After the courtesy call, the delegates were briefed on ICA’s biometric passport and the e-Visa system. This was followed by a site tour of the passport production room at ICA HQ.

24 June 2011 ICA hosted a eight-member delegation from the Nepal National ID Management Center (NIDMC) at ICA HQ. Led by the Executive Director of NIDMC, Mr Narendra Dahal, the delegation was briefed on the National Identity Card (IC) System and later brought on a site tour of the IC production room. Distinguished Visitors | 49

5 July 2011 ICA hosted a delegation from Mauritius at ICA HQ. The three-member delegation was led by the Permanent Secretary of Ministry of Information & Communication Technology, Mr Siva Pather. During the visit, the delegates were briefed on ICA’s experience in NRIC mass conversion exercise and the National Identity Card (IC) System followed by a site tour of the IC production room.

20 October 2011 A three-member delegation, led by the Director-General of Bahrain Customs, Mr. Nasser bin Abdulrahman Al-Khalifa, visited ICA HQ, where they were briefed on Coastal Command’s checkpoint operations.

2 November 2011 The King of Bhutan, His Majesty Jigme Khesar Namgyel Wangchuck, and the Queen, Her Majesty Jetsun Pema Wangchuck, visited Tuas Command. The 13-member delegation was briefed on ICA’s immigration policies. The King and Queen were then brought on a site- tour where they were briefed on the Enhanced Immigration Automated Clearance System (eIACS), i-FACES and Biometric Database for Immigration Clearance (BDIC). 50 | ICA Annual 2011

Significant Cases

WOODLANDS 17 January 2011 COMMAND @ 2130 hours Location: How: Woodlands Checkpoint, In an operation conducted by Woodlands Arrival Bus Concourse Command’s Team A officers, the driver Offence: was arrested after duty-unpaid cigarettes Attempted smuggling of were found in the modified rooftop of the 1,259 cartons and 40 bus. packets of duty-unpaid Result: cigarettes Subject was sentenced to 18 months’ (Customs) and 6 months’ (GST) imprisonment.

ENFORCEMENT 10 February 2011 COMMAND Location: How: Woodlands Checkpoint, During a joint operation between ICA Intel Ops Departure Cargo Bay Branch and Woodlands Command officers, two immigration offenders were found hidden in the Offence: Attempted illegal storage compartment behind the driver’s seat departure and abetment of the 40-footer trailer driven by the first abettor. Further investigation revealed a second abettor who was subsequently arrested. Result: Each abettor was sentenced to 2 years’ imprisonment and 3 strokes of caning. The two immigration offenders were convicted and sentenced to 8 weeks’ imprisonment with 4 strokes of caning and 6 months’ imprisonment with 6 strokes of caning respectively.

AIRPORT COMMAND 22 February 2011 @ 1900 hours Location: How: Changi Airport Terminal 3, Detected during X-ray screening Arrival North Wing of checked-in laptop bag. Offence: Result: Attempted smuggling of one live Referred to Agri-Food & pigeon Veterinary Authority (AVA) for further investigation. Significant Cases | 51

AIR CARGO 17 March 2011 COMMAND @ 0950 hours

Location: How: Parcel Post Section Detected during X-ray screening of a parcel declared Offence: Importation without required as “Children’s Toy”. permit of 1 piece of Air Pistol, Result: 2 boxes of lead pallets and 25 Referred to Bedok

pieces of CO2 cartridges Police Division for further investigation.

12 April 2011 PORTS COMMAND @ 1000 hours

Location: How: Jurong Port Main Gate (JPMG) Targeted by the system and detected by ICA’s JPMG officers Offence: Attempted smuggling of in a consignment of conventional 2,000 cartons of duty-unpaid cargo declared as “Men/Ladies cigarettes Garments”. Result: Referred to Singapore Customs (SC) for further investigation.

INTELLIGENCE 16 April 2011 DIVISION @ 0750 hours

Location: How: Woodlands Checkpoint, Arrival A Work-Permit-holder was arrested Car Zone after the forged identification cards Offence: were found concealed underneath Possession of forged ICA and the battery compartment of his MOM identification cards motorcycle. Joint operation conducted by ICA Intelligence Division and Woodlands Command. Result: The subject was sentenced to 6 months’ (NRA) and 6 weeks’ (MOM) imprisonment. 52 | ICA Annual 2011

13 May 2011 COASTAL COMMAND @ 0900 hours Location: How: Jurong Port In a joint operation between Offence: Coastal Command’s Anti- Attempted smuggling of 2,100 Smuggling Teams and Police cartons of duty-unpaid cigarettes Coast Guard, the duty-unpaid cigarettes were found on board Result: an Indonesian wooden coastal Referred to Singapore Customs craft, hidden in-between bales of (SC) for further investigation. scrap paper and cardboards.

18 May 2011 PORTS COMMAND @ 2010 hours Location: How: Pasir Panjang Scanning Station Detected during scanning (PPSS) of a 40-footer container with Offence: consignment declared as Attempted smuggling of 41,200 “General Cargo”. cartons of duty-unpaid cigarettes Result: Referred to Singapore Customs (SC) for further investigation.

PORTS COMMAND 30 May 2011 @ 1800 hours Location: How: Jurong Port Main Gate (JPMG) Detected during an operation Offence: conducted by Ports Intel Attempted smuggling of 1,002 Unit, in a consignment of sets of Gun Type Personal conventional cargo declared as Protector Pepper Spray, 1,964 “Other Parts and Accessories cans of sprayer, 300 pieces of for Bicycles”. black plastic attachments for Result: sprayer, 1,000 sets of Multi- Referred to Singapore Police Function Stun Gun and 600 pieces of stun gun cartridges, Force (SPF) and Singapore without approval from Arms & Customs (SC) for further Explosives Branch. investigation. Significant Cases | 53

06 June 2011 INTELLIGENCE @ 0645 hours DIVISION

Location: How: Vicinity of Changi Airport Two male Indian nationals and Terminal 2 a Singaporean were involved in cheating on the Tourist Refund Offence: Scheme by conspiring to retain GST Fraud 11 pieces of Goods and Services Tax (GST) refunded jewellery in Singapore. Result: Both Indian nationals were each sentenced to a fine of $3,000 or in default, 3 weeks’ imprisonment. Investigations for the Singaporean offender are still ongoing.

ENFORCEMENT 16 June 2011 COMMAND

Location: How: Immigration & A Singaporean was arrested Checkpoints Authority after making false statement (ICA) Building in application of DOI and Offence: subsequently in application of Making false statement in Singapore Passport. application for Document Result: Of Identity (DOI) and Subject was sentenced to Singapore Passport 3 months’ imprisonment.

AIR CARGO 18 June 2011 COMMAND @ 1100 hours Location: How: Changi Airfreight Centre In a joint operation between ICA’s Offence: Intelligence Operations Branch and Air Cargo Command’s Ops & Intel unit with Attempted smuggling of Singapore Customs, two Singaporeans 1,200 cartons of duty- were arrested for smuggling the duty- unpaid cigarettes. unpaid cigarettes hidden in a secret Result: compartment of a Singapore-registered Referred to Singapore bonded truck. Follow-up investigations Customs (SC) for further revealed another 600 cartons in the Air investigation. Cargo Agent Building. 54 | ICA Annual 2011

TUAS COMMAND 27 June 2011 @ 0145 hours Location: How: Tuas Checkpoint, Arrival Bus In a joint operation between the Concourse two land checkpoints, ICA officers Offence: found duty-unpaid cigarettes Attempted smuggling of in a hidden roof compartment 1,380 cartons of duty-unpaid concealed by means of a cigarettes hydraulic gauge. Result: Referred to Singapore Customs (SC) for further investigation.

15 July 2011 INTELLIGENCE @ 0810 hours DIVISION

Location: How: Woodlands Checkpoint, A female immigration offender Departure Car Bay was found hiding inside the boot compartment of a car driven Offence: Attempted illegal departure and by the abettor. A joint operation abetment between Intelligence Division and Woodlands Command. Result: The abettor was sentenced to 2 years’ imprisonment and 3 strokes of caning while the female immigration offender was sentenced to 3 months’ imprisonment and fined $3,000.

AIR CARGO 26 July 2011 COMMAND @ 0805 hours

Location: How: Parcel Post Section Detected during X-ray screening Offence: of a parcel declared as “Stainless Importation without required Steel Mug Sample”. permit of approximately Result: 10,000 Midazolam tablets Referred to Health Science (sleeping pills) Authority (HSA) for further investigation. Significant Cases | 55

27 July 2011 COASTAL COMMAND @ 1110 hours

Location: How: Singapore Cruise Centre Detected during departure (SCC), Departure Hall passport clearance. Offence: Result: Presented forged Japanese Referred to Enforcement passport for departure Command for further clearance investigation.

AIRPORT 02 September 2011 COMMAND @ 0250 hours Location: How: Changi Airport Terminal 1, Detected during X-ray Arrival West Wing screening of checked-in luggage. Offence: Attempted smuggling of 18 Result: pieces of suspected counterfeit Referred to Intellectual Property mobile phones Rights Branch (IPRB) for further investigation.

WOODLANDS 05 September 2011 COMMAND @ 0145 hours Location: How: Woodlands Checkpoint, Checks conducted after abnormalities Arrival Cargo Bay detected during scanning. Found hidden Offence: in the consignment of conventional Attempted smuggling of cargo declared as assorted used pants 3,999 cartons of duty- and shirts. unpaid cigarettes Result: Referred to Singapore Customs (SC) for further investigation. 56 | ICA Annual 2011

07 October 2011 TUAS COMMAND @ 0900 hours Location: How: Tuas Checkpoint, Arrival Checks conducted after Cargo Bay abnormalities detected during scanning. Found hidden in Offence: a refrigerated containerised Attempted smuggling of consignment declared as “frozen 5,000 cartons of duty-unpaid squid” and “frozen cuttlefish”. cigarettes Result: Referred to Singapore Customs (SC) for further investigation.

ENFORCEMENT 10 October 2011 COMMAND

Location: How: Citizen Services Centre A female impersonator and her (CSC) abettor were detected after Offence: screening was done. Making false statements in Result: disembarkation/embarkation Subject was sentenced to 7 weeks’ forms, impersonation and imprisonment and a fine of $2,000 abetment or in default 4 weeks’ imprisonment. The abettor was sentenced to 6 months’ imprisonment.

COASTAL COMMAND 11 October 2011 @ 1915 hours

Location: How: Vicinity of Jurong Port In a joint operation between ICA’s Ops & Intel and Coastal Offence: Command’s Anti-Smuggling Attempted smuggling of Teams with CNB Marine and 2,539 cartons of duty-unpaid Changi Teams and PCG Coastal cigarettes Security Patrol Force, the duty- Result: unpaid cigarettes were found on All subjects were convicted and two Indonesian wooden coastal meted with custodial sentences craft, wrapped in black plastic in ranging from 18 to 24 months. engine room. Significant Cases | 57

WOODLANDS 01 November 2011 COMMAND @ 2240 hours

Location: How: Woodlands Checkpoint, During routine check, cages of birds Arrival Car Bay were found covered by cloth at the rear Offence: boot compartment and under the rear Attempted smuggling of 295 passenger seats. lives birds in a Singapore- Result: registered car Referred to Agri-Food & Veterinary Authority (AVA) for further investigation.

06 December 2011 AIRPORT @ 1430 hours COMMAND

Location: How: Changi Airport Terminal 1, Detected during arrival Arrival East Wing passport clearance. Offence: Result: Possession of forged All 4 subjects were refused Indonesia passports and entry into Singapore. abetment

14 December 2011 TUAS COMMAND @ 0830 hours

Location: How: Tuas Checkpoint, Arrival Checks conducted after Cargo Bay abnormalities detected during scanning. Found hidden in a Offence: Attempted smuggling of consignment of Audio products. 3,001 cartons of duty-unpaid Result: cigarettes Referred to Singapore Customs (SC) for further investigation. 58 | ICA Annual 2011

Annual Statistics

Checkpoint Operations 2011 2010 2009

Number of Arriving 83,361,600 74,230,400 passengers cleared 91,057,300 at the checkpoints Departing 91,049,800 83,262,900 74,357,500

Number of inward containers 1,029,300 902,500 cleared at the checkpoints 1,107,600

Number of inward consignments (non-containerised) cleared 3,269,700 3,238,100 2,911,600 at the checkpoints

Number of parcels cleared at 2,176,900 1,564,000 1,527,400 the Parcel Post Centre

Services Centre Operations 2011 2010 2009

Number of applications for citizenship granted 15,800 18,800 19,900

Number of identity cards issued 65,000 67,100 99,800

Number of Singapore passports issued 607,900 657,300 469,500

Number of certificates of identity issued 560 490 500

Number of passes and permits (excluding re-entry permits) 571,400 552,600 492,200 granted to foreigners

Number of live-births registered 39,600 38,000 39,700

Number of deaths registered 18,000 17,500 17,100 Annual Statistics | 59

Enforcement Operations 2011 2010 2009

Number of illegal immigrants arrested 930 1,430 1,800

Number of overstayers arrested 2,180 2,830 3,760

Number of harbourers arrested 40 77 84

Number of employers of immigration 23 26 53 offenders arrested

Number of contraband cases detected 80,800 67,600 52,800

Number of vehicles used in the smuggling of immigration offenders 7 18 8 seized 60 | ICA Annual 2011

AcknowledgementsAcknowledgement

The Working Group would like to thank all officers who have helped in one way or another to make the ICA Annual 2011 possible.

Working Group

Advisors Members

Ms Angie Wong Mdm Teng Mui Mui Mr Golfred Tham Ms Clare Tan Ms Nazeera Ebrahim Mr Lai Yee Ling Ms Siti Salmah Haji Abu Samah Mr Leong Cheong Wai Mr Darren Teo IMMIGRATION & CHECKPOINTS AUTHORITY ANNUAL 2011

IMMIGRATION & CHECKPOINTS AUTHORITY ICA Building 10 Kallang Road #08-00 Be Guided Be Better Singapore 208718 www.ica.gov.sg Annual 2011

ICA BUILDING TUAS CHECKPOINT ICA BUILDING

WOODLANDS CHECKPOINT AIR CARGO

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