Immigration and Checkpoint Authority Improve the online process for applying for a passport
The online process to apply for a passport is actually quite easy. The applicant only needs to confirm the particulars (which were already available in the ICA records) and to upload a photo (according to the required specs). It should take just five minutes, for a person who is familiar with the process.

But it took me several hours on three occasions. The first two were aborted attempts. 

What were the problems that I encountered?

a) Right page. it was extremely difficult to find the right page to apply for the passport. I was directed to the wrong page by Google search when I asked to "renew" my passport. It led me to the website for the Singapore embassy in Hanoi, but I did not realize it. I could not locate the page to "renew" my passport in Singapore. Later I realized that I had to "apply" for a new passport.

b) Navigation. The navigation to complete this simple process was confusing. I had to go through several pages and was distracted and redirected to the wrong page, e.g. to ICA website. I had to login again.

c) I tried to use the online tool to crop my photo. I was troublesome to use. it also caused me to be "lost" as the navigation link was broken. I finally decided to handle the cropping outside of the ICA application - which was easy.

d) I spent a lot of time reading instructions on how to navigate through the process. This took time and distracted me from the real information that I needed, e.g that I can only apply for a new passport within 6 months of the expiry date. ICA can safely assume that an applicant using the online process knows how to navigate the pages. 

Here are my suggestions for ICA to improve the online process.

a) Have one page for applying/ renewing the passport. Do not create a separate page for Vietnam as it is likely to distract many citizens, like me.

b) Have a simple PDF page to give the instructions on how to apply/ renew for the passport. Leave out the navigation instructions. ICA can assume that people know about how. Cover the essential requirements, including the specification for the photo. Ask the applicant to prepare the photo outside of the ICA app. There are many free apps that handle the work easily. ICA is not in the business of providing a good photo cropping app.

c) Have all the requirements submitted in one page. Do not ask the application to go through many webpages and get lost along the way.

Minister Shanmugam - I hope that you are listening.

Tan Kin Lian



 

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