I'm referring to the system not able to cater for SG car ownership. We buy and sell cars like no tomorrow. Their system treats this as an 'exception', thus people send documents, proof etc... their CSO dunno how to handle, so sit in their mail box.
Had people going down all the way, Q for 8 hours only to explain to the CSO and they just click 'approve'. The system is not catered to handle Singapore's car ownership so instead of serving 95% of VEP applications through automation, they are manually resolving 95% of the applications.
Any IT system should cater for 95% regular use cases, Msia system is the other way. They cater for 5% and 95% are exceptional cases.
Many sends email, unanswered, resend documents, unreviewed, until spending 8 hours onsite for them to simply click 'approve' and the VEP is resolved, So the onus is not so much on us, we are pretty efficient when sending documents, it's Msia unable to keep up.