Tee Soon Kay
Immigration & Checkpoints Authority

Tee Soon Kay, 55, has spent over half his life working in the Public Service. Yet he is still passionate about his job and tireless in his efforts to serve his customers. The multiple accolades he has won as well as the slew of compliments he has earned over the years are the marks of an extraordinary public officer.

Soon Kay joined the customs inspection team at Paya Lebar Airport in 1969. Today, he is a Senior Immigration & Checkpoints Specialist at Changi Airport.

This veteran officer, whose duty is largely enforcement in nature, successfully strikes a balance between ensuring that airport users abide by Singapore's laws and providing excellent customer service.

Handling offenders with tact

Practically every day, Soon Kay detects travellers entering Singapore with cigarettes and travellers entering from Malaysia with liquor. Both are against Singapore law. It is his duty to stop them.

"People vent their anger on us for telling them they are not supposed to bring in this and that," he said. "They pass all sorts of nasty remarks. Some even slam their bags on the ground."

Soon Kay tries to empathise with them. He keeps his cool and patiently explains that he is performing his duty.

"I avoid saying 'you have broken the rules', but rather 'you have brought in something that is not allowed and you need to pay taxes for it'. Although it's not my fault, I'll apologise to them a few times," he said.

While he cannot please everyone, Soon Kay's soft-spoken approach has helped to win the cooperation of many travellers.

Extending a helping hand

Soon Kay always takes the initiative to help others. He often notices travellers, such as the elderly and mothers with children, struggling with their bags. After completing his baggage screening duties, he will help them with their baggage and even push their trolley all the way to the taxi stand.

Most times, his kind acts will be reciprocated with a simple "thank you". But there have been instances when travellers have been so touched by his kindness that they write in to commend him.

On one occasion, a Malaysian lady penned a letter to thank Soon Kay. She had arrived from Detroit at about 1 am. However, she was held up at the passenger holding area as her passport had expired. Meanwhile, her aged parents were waiting anxiously for her at the Arrival Hall.

Soon Kay, who was on baggage screening duty, noticed a few bags near the conveyor belt and saw the elderly couple. He approached them and learnt that they had driven from Johore specially to fetch their daughter.

He assured them that he would do his best to help, and promptly went to the Arrival Immigration Hall. On finding out what had happened, he informed the immigration officer in charge about her parents. He helped to obtain a special visitor's pass that allowed the lady to enter Singapore to proceed to Johore. He then accompanied her to the conveyor belt, helped with her luggage and pushed the trolley out to her parents.

In her letter, the lady wrote: "I would like to thank Mr Tee for his understanding and assistance.. My parents and I are very grateful."

Always giving his best

For his impressive performance, Soon Kay has received many awards such as the Excellent Service Award (Superstar) from SPRING Singapore, and the Outstanding Service Provider Award (Gold) from the Civil Aviation Authority of Singapore.

Said Soon Kay, who simply enjoys his work: "Every day is different because we meet people from different cultures. I just try my best to let them have a lasting impression of Singapore."

— Contributed by Mrs Kelly Wong, ICA