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
