Self-service passport clearance: Getting the thumbprint right

The Straits Times
13 Jan 2009

WE thank Mr Victor Yeo for his letter, 'Problems in self-service immigration lines at airport' (Dec 31).

The enhanced Immigration Automated Clearance System (eIACS) allows Singapore citizens and Singapore permanent residents to make use of their machine-readable and biometric passports for automated clearance through the use of biometrics technology.

As Mr Yeo has rightly pointed out, dry fingers could be one of the reasons why a person returning from a cold climate might experience difficulties when using eIACS. To deal with this physiological change, some travellers have found it useful to apply moisturising hand cream prior to using the system. Another possible reason is that the user's thumb is not placed properly on the scanner resulting in a poor thumbprint image being captured. The core of the thumb should be centred on the scanner for the image to be captured for the match against the biometric records in the database.

The Immigration & Checkpoints Authority (ICA) is constantly exploring ways to enhance its systems and we appreciate the suggestions raised by Mr Yeo. On his suggestion to lower the height of the print detection panel, ICA had conducted an extensive study prior to the introduction of the eIACS before deciding that the current height of the scanner meets the needs of the majority of Singaporeans and offers optimal accessibility.

We would also like to assure the public that the system is capable of accepting a variance of up to 30 degrees. This will help with travellers slanting their thumb towards either direction to compensate for the ergonomics.

We have also investigated and learnt that at the particular time mentioned in the letter, the officer who gave the advice was standing a distance away and he might have raised his voice in order to be heard. We agree with Mr Yeo that our officer could have handled the situation better. We would like to apologise to Mr Yeo for this.

ICA is committed to service excellence without compromising on security. As Singapore's ambassadors, ICA officers are conscious about projecting an efficient and professional image while upholding the security of our borders. We will take note of the feedback and remind our officers to provide courteous and friendly service to all travellers.

Chia Hui Keng (Miss)
Head, Public & Internal Communications
Immigration & Checkpoints Authority

Problems in self-service immigration lines at airport

The Straits Times
31 Dec 2008

WHILE the introduction of unmanned self-service immigration lanes in all terminals at Changi Airport is commendable, the same cannot be said of their efficacy.

On Dec 23 at about 4.30pm, when my family and I returned from a two-week trip to Istanbul and Israel, we decided to use the self-service immigration lanes in Terminal 1. I had no problem getting past the first set of automatic gates after inserting my passport in the scanner. Unfortunately, my repeated attempts to scan my right thumbprint at the next station were unsuccessful.

Just then, an immigration officer in dark blue uniform behind me boomed across half the immigration arrival hall: 'Press harder.' Mind you, I was pressing as hard as I could. I could clearly see my thumbprint darkening the monitor screen, although the image was rather jagged. But, try as I might in three attempts, the second set of gates refused to budge.

The immigration officer continued to urge me loudly several times: 'Press harder.' Finally and insensitively, he said: 'You failed. Come out and go to the counter over there to have your passport checked.' He did not explain how I could backtrack, with the first set of gates still closed. Eventually, the gates opened and I managed to get my passport stamped and was allowed to leave via a side door.

May I offer the following suggestions?

Obviously, the thumbprint detection system for self-service immigration clearance is not without technical limitations. I suspect that, returning from a cold and dry climate, the skin on my fingers was extremely dry. Therefore, the system could not 'read' my thumbprint effectively. I noticed the same thing happened to no fewer than three other people in my tour group. Perhaps the airport authorities could have a sign advising passengers not to use the automated lanes if they suspect their fingers are too dry. Instead, direct them to a manned immigration clearance lane.

If possible, lower the height of the fingerprint detection glass window to make it easier for passengers to press hard. Even though I am of average height, I had difficulty pressing my thumb down with sufficient force because of the awkward angle. This will be a greater problem to those of shorter stature.

Counsel immigration officers to be more courteous when helping passengers. Be more sensitive to their feelings and avoid raising your voice in any circumstances.

Victor Yeo