The “Firsts” and “Bests” of Government Innovation
The Korean Government will accredit the “Firsts” of our innovations that contributed to the public’s comfort and safety, and select the “Best” cases of government innovation to spread as examples to our many institutions.
The Best
Immigration Screening
- Incheon Aiport Immigration, Ministy of Justice
- 2023-12-22
The Immigration
Screening Service, provided by the Ministry of Justice’s Incheon
Immigration Office, was awarded the highest honor in its field for the World Airport Awards 2023, reaffirming
its status as the world’s best service. |
CONTENT  The Immigration Screening stations at Incheon
International Airport. ⓒ Ministry
of Justice Incheon Immigration Office. √ Accomplishments and expansion |
■ From Arrival to Farewell, Guaranteeing Happiness
and Satisfaction!
Immigration screening is a government’s
process of confirming the identity of individuals entering and exiting the
nation for the purpose of border control, and stands as a strict process due to
its direct connection to national security. Meanwhile, strict screening
processes are unfavorable for users, as it results in complicated and stringent
steps and long waiting times. Particularly for foreign visitors, the
immigration screening process often defines the first impression of a nation,
as it is the primary experience they face upon entry.
Immigration screening is a government’s
process of confirming the identity of individuals entering and exiting the
nation for the purpose of border control, and stands as a strict process due to
its direct connection to national security. Meanwhile, strict screening
processes are unfavorable for users, as it results in complicated and stringent
steps and long waiting times. Particularly for foreign visitors, the
immigration screening process often defines the first impression of a nation,
as it is the primary experience they face upon entry.
* A world-class award given by Skytrax, a
consultancy focused on air travel service evaluation that evaluates the
airports of the world. The 2023 awards targeted 472 airports around the world
for three months between November 2022 and January 2023.
The Immigration Screening Service, with
its innovative systems and high-level services, greatly contributed to Incheon
International Airport being ranked 1st place in Airport Service
Quality (ASQ, held by Airports Council International) for more than a decade,
even amidst its rapid growth*.
*
Due to Governmental support and continuously rising demand of air travel
(Increasing flight numbers for low-cost airlines, large expansions of
airlines), annual air travelers using the airport rose 400% from approximately
17 million when it opened in 2001, to 70 million in 2009.
Air travelers are most sensitive to
waiting time when it comes to immigration screening services. The Incheon Immigration
Office, in an effort to effectively handle the rapidly rising traveler count,
has automated the screening process utilizing state-of-the-art technology,
while also focusing on policy innovation
First, the Immigration Office, by acutely
reforming the organization, broke down the existing inefficiency of human
resource management that divided entry and departure screening processes. In
2006, the existing fixed schedule system for screening officers was
transitioned into an “adjustable shift system” that allocated officers in
traveler-focused times and regions. By allocating screening officers to where
passengers actually were, active officer reinforcement was raised by 30%, while
waiting times for immigration services were reduced by 40%
Furthermore, a multi-faceted innovation,
including the introduction of the automatic passport verification system*
(2005), the operation of automated immigration screening gates** (2008), the
exclusion of arrival/departure report forms for citizens (2006), the omission
of immigration screening stamping on entry for citizens (2011), and the
omission of immigration stamping on departure for citizens (2016), further
brought significant reductions to the waiting-time of immigration screening.
👇 Howe We Innovated Automated Immigration Screening👇 √ Efforts to expand target traveler numbers capable of using automated screening tables. First introduced in 2008 to Korean
citizens of or over the age of 19, the automated immigration screening gate has
expanded its user base to underage citizens and registered foreigners (As of
May 2023, foreigners who have an address of residence in Korea, and have stayed
for longer than 90 days) in 2016. The target base was further expanded to
short-term visitors in 2019, to underage registered foreigners in 2023. √ Efforts to improve convenience by removing pre-registration steps. Starting in 2017 for Korean citizens, and
2018 for registered foreigners, individuals can use the automated immigration
screening gates without prior registration.
👉 60% of Incheon International Airport traffic uses the automated immigration screening gates. (161 gates, currently used in 2023) |
As the world’s best immigration screening
service would be felt best by passengers at the airport when they are
face-to-face with screening officers, the Incheon Immigration Office conducts
training, once a month for all employees. With selections of ‘Best Screening
Officer’, further encouragement is provided for officers to voluntarily provide
thoughtful services. Moreover, there are continuous efforts to ease issues of
passenger concentration during school holidays and popular overseas vacation
seasons, with special solutions including overtime and supplemental shifts for
screening officers.
Incheon International Airport’s
immigration screening system’s distinction has been noted by various awards.
The Incheon Immigration Office’s automated
immigration screening service has expanded implementation to all airports and
seaports of the nation, including Jeju International Airport, and supports
convenient arrival and departure for citizens and foreign visitors alike.
Furthermore, Korea’s immigration screening
system has led the advancement of airport systems by being set as a benchmark
by surrounding nations. Government officials of related agencies from multiple
nations, including Mongolia, the Philippines, Laos etc. have visited Korea to
set our advanced immigration management system as a benchmark, and Chinggis
Khaan International Airport of Mongolia has implemented Korea’s automated
immigration screening services for its modernization efforts for immigration
management.
