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Include all the steps that customers take part in as part of the service delivery process

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Include all the steps that customers take part in as part of the service delivery process

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Tangibles that customers are exposed to that can influence their quality perceptions

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Tangibles that customers are exposed to that can influence their quality perceptions

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Those actions of frontline contact employees that occur as part of a service encounter

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Those actions of frontline contact employees that occur as part of a service encounter

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Invisible contact employees, below the line of visibility

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Invisible contact employees, below the line of visibility

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Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered

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Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered

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1) Visit Immigration and Checkpoint Authority (ICA) website to get information on what to do .

2) Report loss of NRIC card to Immigration and Checkpoint Authority (ICA).

3) Bring documents to prove your identity e.g passport, marriage certificate.

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1) Apply for an appointment slot online

2) Customers goes to the ICA building

3) Customers go through a security check

4) Queue up to take queue number

5) Customers will have to wait for their number to come up on the display screen

6) When their number appears, proceed to the counter to meet the ICA officer

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Customer need to report loss of NRIC to the police to collect a letter and submit the letter to the ICA building building to request a replacement of NRIC.
Customer brought his documents to ICA building. When he reached the ICA building, he went to take passport picture. After that, he walked towards the self-kiosk machine to get the queue number by keying his NRIC.

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1) Apply online using e-services for a replacement within 14 days from the date of damage/defacement
2) A collection note will be email to you within 3 working days upon successful processing
3) collect the new IC in person with the supporting documents listed in the collection notice at the ICA building

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Customer headed towards the water dispenser to collect a cup of water while waiting for their number to be called

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1) Report loss of NRIC card to ICA officer and provide personal documents, your regular sized passport photograph

2) Scan fingerprint

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1) Staff will take note of the missing NRIC card

2) Staff will process customers' documents and make a new NRIC card and key in into the system

3) Set up website

4) Staff will report to the police about new NRIC card made

5) Cleaners to clean the building regularly

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1) Online websites available for customer to visit to answer their enquiries.

2) Take a queue number from an available e-kiosk.

3) Customer will sit at the waiting area.

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1) When you reached the ICA building, go to the self-kiosk machine to scan the bar code of the collection card
2) Receive the appointment queue number slip and wait at the respective counter until your number is display on the screen

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The front-line employee gave him a statutory declaration to fill his particulars.
Front-line employee asked him to do his payment via NETS, NETS FlashPay or CashCard.
Front-line employee gave him a collection slip after his payment.

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1) Officers will guide customers to fill in and sign documents and provide information ,signage counter

2) Guide customers to different levels where information counter is located at

3) Fine Payment can be made using cash, NETS, NETS FlashPay or CashCard

4) Customer will proceed to photo booth to have their photo taken

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There is a poster beside

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1) Call center

2) Officers will guide customers if they are lost

3) Security

4) Maintenance on infrastructure such as IT management, printing machine

5) chatbots for FAQs

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All of the information is on their websites and they made a poster which provide step-by-step guidance on how to use the self-kiosk machine.

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1) proceed to the counter when your number is shown on the screen. And provide the documents including statutory declaration etc.
2)  Payment via NETS, NETS flashpay or cashcard

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1) Customer hand in his forms and scan fingerprint to confirm identity.

2) Employee verify customer's personal particulars.

3) Customer is to make payment to payment counter. $100 for first time loss and $300 for second and subsequent losses.

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Call centre to solve their queries.
Chat bot to solve their queries.

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1) Employee answers customer's call.
2) Employee cancel the card.
3

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1) When applying for e-services for the collection of IC, the staff review the application will look through and see if the application can be approved

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1) Call centre answer all the queries.
2) Chat bot
3) Questions and answers are found in the website
4) Can look for staff at the ICA building