ISC Transformation Journey — Jeopardy Game

ICA & ISC

50

What does ISC stand for?

​ICA Services Centre​

100

^{Which of the following best describes ISC's role within ICA?} 

^{A) Border security at checkpoints} 

^{B) Administering and upholding laws on immigration and national registration}

^{C) Managing trade facilitation} 

^{D) Overseeing airport operations}

B) Administering and upholding laws on immigration and national registration

250

Name the three core values of ICA.

Integrity, Commitment, Accountability

500

Before ISC was established, ICA operated on a product-centric model with 3 services centres. 

Name one issue identified with the product-centric model and explain in detail.

(1) Duplicative functions — counter services, processing and appeals existed separately across all three centers, leading to inefficiency. 

(2) Information silos — separate systems meant data submitted by the same applicant could not be shared across products.

1000

ICA's vision is "Secure Borders, Safe Singapore."

1. How does ISC's identification function support this vision?

2. Why is it just as important as checkpoint operations? 

^{1. ISC's upstream screening and registration of residents and long-term pass holders creates a pool of known, verified profiles.} 

^{2. This allows checkpoint officers to focus their attention on unknown or higher-risk travellers, strengthening overall border security without compromising facilitation.}

ISC Transformation

50

The ISC transformation shifted ICA from a function-centric model to a product-centric model. 

True or False?

False. 

It shifted from product-centric to function-centric.

100

What does SCNG stand for? 

A) Services Centre New Generation 

B) Services Centre Next Generation 

C) Smart Centre Next Generation 

D) Services Centre National Goals

B) Services Centre Next Generation

250

ISC's service delivery philosophy is described as "Digital-First, but not Digital-___." 

Fill in the blank and briefly explain what it means.

_{"Digital-Only."} 

_{It means that while digital channels are prioritised, in-person and assisted services remain available for those who need them, such as the elderly or less digitally savvy customers.}

500

The ISC transformation was built on three key building blocks: 

(1) Digitalisation, Data Analytics & Integrated Systems

(2) Automation & Robotics 

(3) Document & Identity

 

Explain what each one does.

_{(1) Digitalisation, Data Analytics & Integrated Systems — integrates processing systems for better assessment and efficiency.} 

_{(2) Automation & Robotics — uses iRobo to sort, transport and issue passports and ICs, freeing officers for higher-value work.} 

_{(3) Document & Identity — use of multi-modal biometrics verification for self-help collection of passport/NRIC which improves issuance accuracy and efficiency.}

1000

ISC Transformation 2030 plans to weave AI deeper into the workflow. 

1. Identify at least one area where AI will be deployed.

2. Discuss one potential risk or challenge ICA should be mindful of when implementing AI in these areas.

_{1. AI will be used in: (a) chatbots for public queries, (b) photo review against required standards, (c) document verification and data extraction, (d) case assessment support, (e) guiding self-service biometrics enrolment.} 

_{2. Risks may include AI errors in sensitive decisions, data privacy concerns, or over-reliance reducing officer judgment.} 

ISC Clusters

50

Name the three ISC clusters.

_{1. Customer Operations (CO)}

_{2. Immigration & Registration (I&R)}

_{3. Immigration & Registration Review (IRR)}

100

_{Which cluster is responsible for processing visa applications and birth and death registrations?}

_{A) Customer Operations}

_{B) Immigration & Registration Review} 

_{C) Immigration & Registration} 

^{C) Immigration & Registration}

250

What is the difference between Immigration & Registration (I&R) cluster and Immigration & Registration Review (IRR) cluster?

^{I&R processes applications for visa, Student's Pass (STP), Long-Term Visit Pass (LTVP), PR, and citizenship. I&R also manages Birth & Death registration in Singapore.} 

^{On the other hand, IRR manages appeals against rejected applications and reviews of immigration status, such as renunciation, revocation, reinstatement, LTVP/STP cancellation and appeal for entry applications.}

500

John, a Singapore citizen, married a Vietnamese wife, Nguyen, and applied for a Long-Term Visit Pass (LTVP) under his sponsorship. The LTVP application was rejected and he submitted an appeal to ICA. 

1. Which ISC cluster/branch will process the appeal?

2. What does the process typically involve?

^{1. The appeal would be processed by Immigration & Registration Review (IRR) - Appeals Branch.}  

^{2. The sponsor can submit an appeal online via the e-Service i.e., IPSES with new supporting documents if there is a change in the family's circumstances. IRR will review the appeal and may require further clarification to process the appeal.}

1000

The Extension of Stay (EoS) branch under Customer Operations handles a wide range of functions.

Name four products/services EoS manages.

^{The products/services by EoS includes:}

^{1. STVP extensions via e-XTEND}

^{2. MP appeals for STVP extension}

^{3. Special Pass for investigation}

^{4. Immigration Exemption Orders (IEO) for diplomats}

^{5. Letter of Consent (LOC) to work}

^{6. LTVP and STP cancellations}

^{7. Multiple Journey Pass (MJP)}

^{8. Yellow Card for Medical Surveillance}

ISC Products & Services

50

In 2025, the majority of passes and permits applied for by foreigners were rejected. 

True or False?

^False. 

^{Approximately 68% were approved, meaning the majority were successful.}

100

What is AQS and how does it work?

^{AQS stands for Appointment & Queue System.}

 ^{Customers who have an appointment can check in online before arriving and receive a digital queue ticket, allowing them to proceed straight to the service room without queuing at the counter.}

250

^{ISC processed approximately 602,500 applications in 2025 across passes and permits. Which application type had the highest volume?} 

^{A) Citizenship} 

^{B) Permanent Residence} 

^{C) Student's Pass} 

^{D) Extension of Stay (e-XTEND)}

^{D) Extension of Stay (e-XTEND) at approximately 222,000, the single largest category.}

500

Before ISC, a sponsor who has successfully sponsored his wife for PR and child for LTVP will need to report to PRSC for his wife's PR Completion of Formalities (COF) and VSC for his child's LTVP COF.

 

How has the ISC model improved the application and COF experience for Members of Public?

^{With ISC, the Integrated Processing System (IPS) e-Service has improved the application experience online which allows sponsor to submit the PR application for his wife and LTVP application for his child in a single submission.}

^{The PR and LTVP applications are also processed backend in one unified system – IPS, allowing information andsupporting documents to be shared across products.}

^{At COF, sponsor can make one appointment to complete formalities for both his wife and child with CO/CS2 at thesame service room without the need for them to report to different centres for COF.}

1000

Henry walks into ISC without an appointment to apply for a passport and is not very familiar with ICA e-Services.  

Please explain how the ISC set up can support Henry from his arrival at ISC to the completion of his desired transaction with ICA. 

^{Henry can approach the information counter at Level 1 for assistance. He may be directed to iAssist for help with online services or self-registration kiosks. If a counter service is needed, he can obtain a physical queue ticket. Officers at the relevant counter will then assist him through his transaction.} 

^{This reflects ICA's service approach "Digital-First, but not Digital-Only" to ensure that no customer is left behind.}