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Employment Pass Services Centre Officially Launched

A convenient one-stop centre for pass holders

Foreign manpower

12 January 2010

  1. The Ministry of Manpower (MOM) has officially launched the new Employment Pass Services Centre (EPSC) to register and issue new Long Term Pass (LTP) cards to pass holders and their dependants entering Singapore on the various types of work passes1.

    New Initiatives to Remake Customer Service
  2. "Recognising that the EPSC would likely be the first stop at a government agency here where initial impressions are formed, MOM has applied several innovative design and service concepts in the setting up of the Centre to ensure that it would provide a great experience to its customers," said Minister for Manpower, Mr Gan Kim Yong. The set-up is designed primarily with the customers in mind and understanding of their needs. These include managing customer flow and expectations, catering to different types of customers, providing personal and friendly services, optimising waiting time, and achieving efficient use of resources.

    Increased Efficiency and Convenience
  3. Instead of the usual queue system, the EPSC uses an e-appointment system to better manage the flow of customers. As the EPSC serves 700 to 800 customers daily, this helps to address the potential problem of overcrowding and provides assurance to pass holders that they will be served promptly upon arrival. Through the e-appointment system, the new EPSC is able to serve over 95% of customers within 15 minutes. This has resulted in increased certainty and convenience for customers who are now ensured of a dedicated time slot reserved for them. In addition, customers are able to make group bookings for families or with other pass holders, further shortening the waiting process.
  4. "Customers can now enjoy seamless and convenient services upon arrival to Singapore by using the user-friendly electronic platforms such as Employment Pass Online System, e-appointment system and complete the registration process within 15 minutes at the EPSC. The EPSC aims to set a new benchmark and paradigm in Government service delivery," said Mr Then Yee Thoong, Divisional Director of Work Pass Division, Ministry of Manpower. He added, "The numerous bouquets we have received since we began operations in July 2009 also bear testament that we are indeed on the right track."

    Personalised and Outstanding Customer Service
  5. Upon arrival at the EPSC, friendly Service Ambassadors will greet and provide direct assistance to pass holders, where they are able to check in within 10 seconds at the self check-in kiosks. To provide a personalised experience, pass holders are addressed by their preferred names instead of queue numbers at the EPSC. The service areas also cater to different customer needs. For instance, the Family Areas are designed specifically for families with young and elderly dependants as well as those who are physically challenged.

    Value-added Services
  6. Visitors can also enjoy free internet access, multi-media shows, magazines, piped-in music and graphic illustrations of Singapore’s landmarks. In addition, the EPSC is a meeting place where pass holders new to Singapore can connect with the community. A comprehensive range of informative brochures on living and working in Singapore are available to assist pass holders to settle down or keep abreast of the latest local happenings or events.
  7. In summary, the EPSC is a whole new experience to delight our customers. For more information on the new issuance process for LTP cards, please refer to Annex A.

Annex A

New process for issuance of the LTP card from 1 July 2009

Step 1 – Submit Application
i Submit Application for a Pass2
ii Upon approval, an In-Principle Approval will be issued to the applicant.
Step 2 – Request for Issuance of Pass
iii Submit request for issuance of Pass via Employment Pass Online (EPOL) system. A Notification letter will be issued to the Pass holder.
iv Pass holder or authorised representative to make an e-appointment via EPOL or MOM’s website for Pass holder to report to EPSC within 14 days.
Step 3 – Register at EPSC
v Pass holder to visit EPSC at appointment date and time for verification of documents, scanning of fingerprint and photo image.
vi Pass holder or authorised representative to collect card at EPSC 4 working days later.

1 Employment Pass, Personalised Employment Pass, EntrePass, Training Employment Pass Work Holiday Programme Pass, Dependant’s Pass or Long Term Visit Pass.

2 Employment Pass, Personalised Employment Pass, Training Employment Pass, EntrePass, Work Holiday Programme Pass, Dependant’s Pass or Long Term Visit Pass.

Factsheet on Work Passes issued at the Employment Pass Services Centre (120110).pdf