The Straits Times
5 Jun 2019

ICA moving towards other biometric scanning methods

We refer to the letters from Mr Ng Chor Chye (Problems with airport's fingerprint scanning, May 24) and Mr T. Jeganathan (Thumbprint scan may be a problem for some seniors, May 31).

We are aware that some travellers encounter problems with fingerprint scanning even though they had not faced any such issues in the past or at other checkpoints.

On average, about 3 per cent of travellers encounter problems when using the automated fingerprint clearance lanes across all our checkpoints.

The reasons for this include fingerprint deterioration or dry fingers at the point of scanning.

The Immigration and Checkpoints Authority's (ICA) system configuration for automated clearance is consistent across all our checkpoints and our officers readily render assistance to travellers who have difficulties.

Travellers can also approach ICA officers to enrol other readable fingerprints to facilitate their immigration clearance.

In Mr Jeganathan, as well as Mr Ng and his family's cases, ICA officers assisted to enrol a new set of fingerprints for them.

We would also like to clarify that we had contacted Mr Jeganathan in February to address his concerns and assured him our system had been updated with his newly enrolled set of fingerprints.

ICA is constantly looking for ways to enhance immigration clearance. For example, we have started to scan travellers' iris images as an alternate biometric identification.

We also recently began a trial for contactless, "breeze-through" automated immigration clearance at Tuas Checkpoint, which leverages iris recognition to clear travellers. Under this new system, Singaporeans will not be required to present their fingerprints nor passports.

Mr Jeganathan said that he had no problems with fingerprint scanning when clearing Malaysia's immigration.

Every country's border security regime is different, and calibrated differently based on various factors, such as its threat assessment and risk threshold.

Singapore imposes very stringent standards and requirements at our borders, to keep our country and citizens safe and secure, and keep out persons who may pose such threats to us.

ICA would like to thank fellow Singaporeans for their understanding and cooperation in helping us ensure a safe and pleasant experience for travellers at our checkpoints.

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

<Original Letters>

The Straits Times
31 May 2019

Thumbprint scan may be a problem for some seniors

I empathise with Forum letter writer Ng Chor Chye, who complained about the security issues he encountered (Problems with airport's fingerprint scanning, May 24). I have had similar experiences.

At both the Changi Airport and Woodlands checkpoints, my thumbprint did not show clearly.

On one occasion, an immigration officer told me he would help me by recording my index fingerprint as my identification. Unfortunately, the next time I was at a counter, I was informed that there was no record of the fingerprint.

On my visits to Johor, I have had no problems at the Malaysian immigration checkpoints when they scan the index fingerprints.

Because of my experiences, I wrote to the Immigration and Checkpoints Authority in Singapore in January this year. To date, I have received no response.

Senior citizens may not have well-defined lines on their thumbs and fingers because of "wear and tear". Surely something can be done to help people with thumbprint identification problems.

T. Jeganathan

 ++++

The Straits Times
24 May 2019

Problems with airport's fingerprint scanning

My family's experience at Changi Airport immigration on our return from our South Korea and Australia trips was a big letdown.

On our return from South Korea at Terminal 4 in March, my wife encountered difficulties with her fingerprint check at the manned all-passport counter. She was directed to a Singapore passport "satellite counter", where she had to queue all over again.

Again her fingerprint check ran into issues. After three tries, the staff wanted to direct her to yet another counter, but she objected and was finally allowed through.

My brother-in-law also failed the fingerprint check at the T4 auto-entry the first time, was redirected to the Singapore passport "satellite counter", and redirected once again when this also failed. On the fourth attempt, he finally cleared it.

His wife, my sister-in-law, also had a problem at the T4 auto-entry despite retries using both thumbs. A staff member eventually came and cleared her through after another two to three tries.

On our return from Melbourne in May, my brother-in-law's experience was frustratingly repeated at Terminal 2.

Interestingly, the four of us have been to Malaysia by coach twice in recent months without any issue.

I wonder how many Singaporeans have had similar experiences?

Why do such processing inconsistencies exist, especially at the relatively new T4?

More importantly, what impact could such inconsistencies have from a security perspective?

Given the nation's big investment in infrastructure and systems, such system hiccups need to be addressed.

Ng Chor Chye