The Straits Times
21 July 2018

ICA deploys staff dynamically where needed

We refer to Ms Wong Siew Yin's letter (Why are our Causeway officials so inefficient?; July 13).

The Immigration & Checkpoints Authority (ICA) is committed to efficient immigration clearance. All our officers, whether deployed at the land, air or sea checkpoints, undergo similar rigorous training. They are cross-posted across the various checkpoints. Our officers at the land checkpoints monitor arrival and departure traffic conditions across the different conveyance modes such as cars, buses, lorries and motorcycles. ICA then makes adjustments to the deployment of officers and resources accordingly.

Given the constraints and to ensure their optimal use, ICA dynamically deploys officers between arrival and departure areas, and uses clearance lanes flexibly in response to traffic conditions. We also open up more bays and booths during peak hours of travel, and deploy additional officers, where necessary.

Travellers can also play a part. They can plan ahead and avoid peak hours if possible. They should observe traffic rules within the checkpoints, maintain lane discipline and follow our officers' guidance, to ensure safe and efficient movements.

Patrick Ong
Head, Public & Internal CommunicationsCorporate Communications Division
Immigration & Checkpoints Authority


<Original Letter>

The Straits Times
13 July 2018

Why are our Causeway officials so inefficient?

Broadly speaking, many would grade the level of efficiency in many places in Singapore as either good or excellent. Singapore prides itself on being the best in class for cleanliness and efficiency, and Changi Airport is one good example of this. Sadly, when it comes to operations at the Singapore side of the immigration checkpoints, it is a different story.

I am a frequent user of the Tuas Checkpoint and I find the operations at the checkpoint disappointing - it is just bad. It does not matter if it is a weekday or weekend, and I cannot understand why it is so. The Tuas Checkpoint is designed with three outgoing and three incoming bays. Often, only one or, at best, two bays are open. Each of these bays has around 14 to 16 Immigration and Checkpoints Authority of Singapore (ICA) booths, but often only four or five of them are manned. Sometimes, it can take about an hour to clear the outgoing ICA booth, even on a weekday.

The officials at the Johor side seem to be doing a better job. Surely, the relevant authority in Singapore can do something about the situation. Don't let the poor show of the Causeway officials at our end tarnish Singapore's image of efficiency.

Wong Siew Yin (Ms)