Post on 15-Feb-2022
Transformation
Through
Innovation
Sharing by Ms Cora Chen Director, Planning & Review Immigration & Checkpoints Authority 21 October 2016
© All rights reserved.
Brief background of Immigration & Checkpoints Authority (ICA)
Our Transformation Journey
Border Control
Registration Functions
Staff Workforce Transformation & Capability Development
Scope of Presentation
One of the most visible public organisations Daily customer transaction of 560,000 Serving everyone in Singapore and beyond
Geographically dispersed
Immigration & Checkpoints Authority UNIQUELY
Who are we
Identity Border Control
To make Singapore Safe and Secure
ICA’s Corporate Video
Environment
Global Security Landscape • Terrorism • More sophisticated adversaries • Unconventional threats
• Increasing traffic volume & workload • Finite resources
New Challenges
Operating Environment & Challenges
Changing Demographics (Greater connectivity, Rising public expectations, greater scrutiny)
Transforming Our Roles Transforming Our Relations with the Community Transforming Our Processes
Staying True to ICA’s Mission
Digest or be Digested
Integrate to Excel
o Formation of ICA: • Merger of Singapore Immigration &
Registration and border control functions of Custom & Excise Department in 2003
o Implementation of Integrated Checkpoints
Command in 2015
Transforming Our Roles
Going Beyond the Traditional Border Force
Transforming Border Control
Protective, Analytical & Assessment Facility
Video on ICA’s Biometric Journey
eIACS, implemented in 2006
Transforming Border Control:
ICA’s Biometric Journey
Flexi-I, implemented in 2012 BioScreen, implemented in 2016
BIKES, implemented in 2006 BIKES II, implemented in 2010
3M approached
Multiple Channel
Minimum Visits
Many Benefits
Reframing customer mindset from “to be served” to “partnership in service”
Transforming Registration Function
Video on Service Center Transformation
Workforce Transformation
Phasing out of transactional work
Self-Clearance as the norm at checkpoint
Pushing the eServices boundaries at Services Center
Holistic review of organisation
Right Size
Right Structure
Right Skill
Right Site
Equiping Our People
Transformational Learning: Uniquely ICA
Formal Learning Team-Based
Learning
Experiential Learning
e-Learning Game-Based
Learning
Simulation Learning