The new Integrated Smart Document Management System (iSMART) is an end-to-end solution that will handle the sorting, tracking, storage, and delivery of documents.
Expected to be in operation by 2025, the iSMART system will be implemented at the upcoming ICA Services Centre (ISC), a centralized location that will house various ICA services. The ISC, situated next to the existing ICA Building in Lavender, will offer a single touchpoint for customers, even if they require multiple services.
Minister of State for Ministry of Home Affairs and Ministry of National Development Muhammad Faishal Ibrahim highlighted the customer-centric approach of the new ISC, stating that the aim is to have the same counter attend to all of a person’s needs, whether it is about their NRIC, passport, or immigration passes. The self-collection of ICs and passports will be made available using iSMART, eliminating the need for appointments.
ICA’s shift towards a “fuss-free experience” for customers involves redesigning processes and leveraging technology. The New Clearance Concept (NCC) and Services Centre Next Generation (SCNG) were first announced in 2019 with the goal of transforming border clearance and the delivery of immigration and registration services. Currently, approximately 95% of ICA’s services are digital, and 95% of customers submit their applications through the ICA website or the MyICA mobile application.
ICA has already digitized birth and death certificates (May 2022) and long-term passes for non-citizens (February 2023). The authority plans to progressively reduce the issuance of physical documents, with digital documents accessible through the MyICA mobile app, MyICA e-service on the ICA website, or FileSG by GovTech.