The long delays imposed on commuters between Singapore and Malaysia by Singapores ICA are really a disgrace. I say "imposed" because it is obvious to anyone who regularly makes this crossing that the ICA deliberately under-staffs its facilities in order to cause delays to travellers, for whatever reason. At Tuas crossing they often have only one of the two car entry blocks open for processing and of the 16 processing counters within that block they will have 5-8 counters open for processing at any one time. This under staffing causes the long delays of 1-1.5 hours experienced at Tuas crossing. The maths are simple, even for the managers of the ICA; if you double the number of processing counters open, you would half the delay times imposed on commuters. But day after day, week after week, the ICA has insufficient staff to open available yet unused processing counters. The cost of these delays to the economy must be huge but the ICA carries on unperturbed in an almost stubborn, childish fashion.
Why the ICA deliberately provides such atrocitious customer service at its land crossings is anyone's guess. If they provided the same levels of service at Changi Airport Singapore would lose its tourist industry over night! The ICA obviously has no regard for the plight of thousands of foreign workers and Singapore/Malaysia commuters who are badly inconvenienced daily using the two land crossings. Complaining to the ICA achieves nothing. Phones are rarely answered and email complaints get no response.
There are seldom delays on the Malaysian side and the service there is fast and friendly.
Perhaps ICA should send its senior management team to Malaysian Checkpoint Authority for training on how to run an efficient checkpoint processing facility?
Singapore, the service provided by your ICA is an absolute disgrace and tarnishes Singapores image as an efficient, intelligent and service oriented society.