Reinventing the Passport and Identity Card Collection Journey

Not so long ago, collecting a passport and Identity card at the old Immigration & Checkpoints Authority (ICA) building meant enduring lengthy queues and if you needed both documents.

That has become a thing of the past since the new ICA Services Centre (ISC) went operational in April 2025. Eligible customers using the self-collection kiosks can collect their documents in about five minutes. But the real transformation is not just the shorter wait. Behind that five-minute collection is a major rethink of how ICA delivers its services.

From Separate Product Counters to an Integrated Touchpoint

“We have redesigned our processes and re-organised our structure from a product-centric to a function-centric model,” explains Gerald Woo, Deputy Superintendent, ICA. 

In practice, this means designing services around real-life needs.

A family applying for passports, for instance, may also need help with residency matters or replacing a lost identity card. In the past, that required moving between different counters and floors.

What Makes the Five-Minute Process Possible

Behind the five-minute collection time is one of ISC’s most ambitious innovations. 

Called the Integrated Smart Document Management System or iSMART ↗ (opens in new tab), the system is a tightly coordinated ecosystem of robotics, automation, and biometrics, designed to move sensitive documents securely from storage to customer accurately, sans the old manual handling.

“We now have 20 self-collection kiosks managed by as few as two officers, compared to the previous manual counters set-up, which required 20 officers to achieve a similar throughput,” says Gerald. 

But realising this took serious engineering. 

That choreography happens in real time. The robots do not follow fixed routes. Instead, algorithms continuously recalculate their paths, helping them avoid congestion, respond to obstacles, and prioritise urgent deliveries. 

“We carried out large-scale simulations to optimise routing, alongside fine-tuning of robotic arms and storage systems so that motors, sensors, and retrieval mechanisms operated with precision and reliability,” Gerald says. 

Together with predictive modelling, real-time monitoring, and stress testing, these efforts created a robust system where robots, software, and storage infrastructure work as one. 

Smarter Systems, Better Jobs

When machines take over manual work, officers are freed up for higher-value work.

“Instead of spending time pushing metal trolleys to and from storage areas and sorting documents by hand, our officers are now cross-trained to help them transition into broader, more integrated service roles,” shares Gerald. 

At ISC, officers are progressively trained in areas such as customer service, problem-solving, and digital systems.

With stronger communication skills, officers are better able to understand customers’ needs, guide them through processes and provide support.

“Such training has enabled officers to manage cases more holistically and effectively, particularly for complex or exceptional cases that require human judgment,” Gerald says.

Digital-First, Not Digital-Only

A smart service centre is only smart if it works for everyone. Today, more than 97% of our customers submit their applications online, and we continue to adopt a “Digital-First, but not Digital-Only” approach. For customers who are required to come down to the ISC to transact with us in person, ISC has fundamentally reshaped the way we deliver service to improve customer experience. For those who need help with digital services, our Service Ambassadors are available to provide assistance at our “iAssist” service area.  

Inclusivity is built into the smaller details too. 

Before the launch, ICA had tested the self-collection kiosks with users from different backgrounds leading to improvements such as visual cues to mark correct slots for specific documents and adding useful information on ICA’s products and services for our customers while waiting for their document to be retrieved. 

“The kiosks are also designed with inclusivity in mind with features such as clear visual instructions and customized kiosks enabling wheelchair-bound customers to self-collect their documents , ensuring an inclusive service experience for all,” adds Gerald. 

Keeping Humans in the Loop

The public sees a passport or identity card collected in five minutes. Behind it are years of planning, process redesign, and interagency collaboration, with ICA working closely with the Home Team Science and Technology Agency, bringing together operational, technological, and security expertise. 

“Looking ahead, the next frontier for ICA’s service transformation is to harness AI and digital technologies to provide an even better service experience,” says Gerald. 

Even so, ICA’s principle remains clear: technology supports work, but people remain accountable.

At ISC, that is what the future of public service innovation looks like: machines and humans working together to deliver service that is faster, smarter, and customer-centred.