We thank Mr Pak Tung Sing for his letter (Self-service facility for passport collection needs improvement; March 7).
The iCollect is a self-service machine for the collection of documents, such as the Singapore passport and the national registration identity card.
The machine is equipped with fingerprint verification and facial recognition capabilities to verify a person's identity. The machine must also invalidate the old document before the new one is issued.
Based on our checks, Mr Pak could not collect his new passport as he did not complete the final step to confirm the invalidation of his old passport. Hence, he had to be referred to a manned counter for further checks before the new passport could be issued.
To ensure a smooth collection process, applicants are reminded to follow the step-by-step guide when using iCollect. The Immigration and Checkpoints Authority has since contacted Mr Pak and explained the matter to him.
Serene Wong (Ms)
Head, Public & Internal Communications
Corporate Communications Division
Immigration & Checkpoints Authority