By Nicholas Yong

MORE than two years after the introduction of an electronic scanning system at immigration checkpoints, some travellers are still having problems using it.

The enhanced Immigration Automated Clearance System (eIACS), which reads passports and scans thumbprints, is in use across all 76 land, sea and air checkpoints, with more to be added in phases.

An ICA officer demonstrating the correct way to scan your thumbprint with the eIACS. Incorrect placement of the thumb is a common problem among users.

Close to three million Singaporeans can use the fast-clearance system; some permanent residents and long-term pass holders are also eligible.

At the Woodlands Checkpoint, the busiest one here, up to seven in 10 eligible travellers use the lanes for automated clearance; at other checkpoints, about half of all eligible travellers do so.

It takes a seasoned user an average of 12 seconds to clear immigration at an automated lane, compared to about one minute at a regular immigration channel.

But not everyone has used the automated lanes with such ease.

Last month, Mr Victor Yeo, 52, who works in the aviation industry, was unable to get past the system at Changi Airport for a second time in about a year.

Despite pressing as hard as he could several times, the scanner just could not read his thumbprint. He eventually got his passport stamped manually.

Several others in his tour group, which had just returned from a two-week holiday in Europe and the Middle East, had similar problems.

Special-needs teacher Yip Ai Ling, 30, has also never found using the system a breeze. 'My thumb makes a very fine and unclear print and I also have sweaty palms. They always tell me to press harder, but I can try five or six times and still be unable to get through,' she said.

In response to queries from The Straits Times, the Immigration and Checkpoints Authority (ICA) acknowledged that a small number of users have difficulty getting their thumbprints verified.

One reason is that some position their thumbs on the scanners incorrectly, such as placing them off-centre. Having dry skin also makes capturing a clear print difficult; those returning from cold, dry places are known to have dry skin.

Where possible, ICA officers are deployed to guide these users.

When The Straits Times visited the Woodlands Checkpoint recently, travellers were seen briskly being cleared at the automated lanes.

Among the many who have regularly used the system without hitches was retiree Gary Kuan, 65, who visits Malaysia every month. He said the system is 'very fast and convenient'.

This article was first published in The Straits Times on Jan 13, 2009.

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