At Changi Airport, secure and seamless staff access is essential to daily operations. Around 60,000 airport personnel, partners, contractors and business visitors rely on airport passes to support airside, retail and operational functions, making efficient backend access management mission-critical.

From manual processing to end-to-end digital automation

To address this need, Changi Airport Group and Certis (with TBS as its Biometric partner) developed Airport Pass in Changi (APIC), replacing manual, counter-based processing with a secure digital ecosystem. The platform integrates Singpass authentication, automated verification workflows, online payment and biometric verification at self-service kiosks.

85% reduction in collection time

According to the company, the efficiency gains – of which biometrics are a key part - have been significant. The Seasonal Airport Pass Office now operates seven APIC self-service kiosks and processes about 250 passes daily. Since implementation, average seasonal pass collection time has fallen from around 90 minutes to just 10 minutes — an 85% reduction.

Visitor Pass Offices across Terminals 1 to 4 operate around the clock and handle about 1,300 passes daily. Previously, peak waiting times ranged from 30 to 60 minutes. With APIC kiosks, waiting times have dropped to no more than five minutes — an improvement of up to 80%. Disposable wristbands also remove the need for ID exchange and return visits, while digital tracking records visitor entry and exit and triggers alerts for overstays in restricted areas.

Increased operational efficiency and workforce optimisation

APIC has also reduced backend workload by automating document verification, approval routing, data validation and payment handling. This has improved manpower utilisation and contributed to a 30% headcount reduction at the Airport Pass Office. The remaining staff have been redeployed to higher-value security and compliance tasks, including exception handling, oversight and security assurance.

The result is improved productivity, lower operating costs, and better service quality.

Strengthening security whilst enabling future innovation

Beyond efficiency, APIC enhances security through Singpass authentication, trusted Myinfo data, biometric verification and automated audit logs. These features reduce human error and strengthen identity assurance.

Built for scalability, APIC can support rising traffic volumes, evolving regulations and future digital identity standards. The solution demonstrates how secure automation can modernise critical airport infrastructure while improving compliance, productivity and user experience.