Service Blueprinting (Replacement of NRIC) by https://padlet.com/crisann006/bp11 Replacement of NRIC at Immigration en-us 2018-04-29 11:37:36 UTC 2018-05-23 02:26:30 UTC hello@padlet.com https://padlet-assets.s3.amazonaws.com/icons/Watchclock.png 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 crisann006 https://padlet.com/crisann006/bp11/wish/256294233 2018-04-29 11:37:36 UTC https://padlet.com/crisann006/bp11/wish/256294233 Invisible contact employees, below the line of visibility crisann006 https://padlet.com/crisann006/bp11/wish/256294234 2018-04-29 11:37:36 UTC https://padlet.com/crisann006/bp11/wish/256294234 Those actions of frontline contact employees that occur as part of a service encounter crisann006 https://padlet.com/crisann006/bp11/wish/256294235 2018-04-29 11:37:36 UTC https://padlet.com/crisann006/bp11/wish/256294235 Tangibles that customers are exposed to that can influence their quality perceptions crisann006 https://padlet.com/crisann006/bp11/wish/256294236 2018-04-29 11:37:36 UTC https://padlet.com/crisann006/bp11/wish/256294236 Include all the steps that customers take part in as part of the service delivery process crisann006 https://padlet.com/crisann006/bp11/wish/256294237 2018-04-29 11:37:36 UTC https://padlet.com/crisann006/bp11/wish/256294237 Group 1 https://padlet.com/crisann006/bp11/wish/262884198 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.]]> 2018-05-23 01:44:25 UTC https://padlet.com/crisann006/bp11/wish/262884198 Grp 3 https://padlet.com/crisann006/bp11/wish/262884490 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


]]> 2018-05-23 01:46:11 UTC https://padlet.com/crisann006/bp11/wish/262884490 Group 2 https://padlet.com/crisann006/bp11/wish/262884785 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. ]]> 2018-05-23 01:47:58 UTC https://padlet.com/crisann006/bp11/wish/262884785 Group 4 https://padlet.com/crisann006/bp11/wish/262884817 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

]]> 2018-05-23 01:48:12 UTC https://padlet.com/crisann006/bp11/wish/262884817 Group 2 https://padlet.com/crisann006/bp11/wish/262885211 Customer headed towards the water dispenser to collect a cup of water while waiting for their number to be called]]> 2018-05-23 01:50:40 UTC https://padlet.com/crisann006/bp11/wish/262885211 Grp 3 https://padlet.com/crisann006/bp11/wish/262885430 1) Report loss of NRIC card to ICA officer and provide personal documents, your regular sized passport photograph

2) Scan fingerprint]]> 2018-05-23 01:52:08 UTC https://padlet.com/crisann006/bp11/wish/262885430 Grp 3 https://padlet.com/crisann006/bp11/wish/262886598 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]]> 2018-05-23 01:59:46 UTC https://padlet.com/crisann006/bp11/wish/262886598 Group 1 https://padlet.com/crisann006/bp11/wish/262886622 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.]]> 2018-05-23 01:59:56 UTC https://padlet.com/crisann006/bp11/wish/262886622 Group 4 https://padlet.com/crisann006/bp11/wish/262886641 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]]> 2018-05-23 02:00:02 UTC https://padlet.com/crisann006/bp11/wish/262886641 Group 2 https://padlet.com/crisann006/bp11/wish/262886800 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.]]> 2018-05-23 02:00:58 UTC https://padlet.com/crisann006/bp11/wish/262886800 Grp 3 https://padlet.com/crisann006/bp11/wish/262887141 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


]]> 2018-05-23 02:02:57 UTC https://padlet.com/crisann006/bp11/wish/262887141 Group 2 https://padlet.com/crisann006/bp11/wish/262887622 There is a poster beside]]> 2018-05-23 02:05:48 UTC https://padlet.com/crisann006/bp11/wish/262887622 Grp 3 https://padlet.com/crisann006/bp11/wish/262887666 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]]> 2018-05-23 02:06:08 UTC https://padlet.com/crisann006/bp11/wish/262887666 Group 2 https://padlet.com/crisann006/bp11/wish/262887932 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. ]]> 2018-05-23 02:08:20 UTC https://padlet.com/crisann006/bp11/wish/262887932 Group 4 https://padlet.com/crisann006/bp11/wish/262888053 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]]> 2018-05-23 02:09:15 UTC https://padlet.com/crisann006/bp11/wish/262888053 Group 1 https://padlet.com/crisann006/bp11/wish/262888102 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.]]> 2018-05-23 02:09:34 UTC https://padlet.com/crisann006/bp11/wish/262888102 Group 2 https://padlet.com/crisann006/bp11/wish/262888280 Call centre to solve their queries.
Chat bot to solve their queries. ]]> 2018-05-23 02:10:43 UTC https://padlet.com/crisann006/bp11/wish/262888280 Group 1 https://padlet.com/crisann006/bp11/wish/262888802 1) Employee answers customer's call.
2) Employee cancel the card.
3


]]> 2018-05-23 02:13:41 UTC https://padlet.com/crisann006/bp11/wish/262888802 Group 4 https://padlet.com/crisann006/bp11/wish/262889227 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
 ]]> 2018-05-23 02:15:24 UTC https://padlet.com/crisann006/bp11/wish/262889227 Group 4 https://padlet.com/crisann006/bp11/wish/262890389 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 

]]> 2018-05-23 02:21:51 UTC https://padlet.com/crisann006/bp11/wish/262890389