Singapore’s Housing and Development Board (HDB) has beat out entries from eight other countries to win the international FutureGov Awards 2014 for service innovation.
The agency was recognised for providing quality personalised service to its customers at the Punggol branch, by leveraging on IT technology.
Set up in 2012 to serve the growing number of Punggol residents, the layout and design of the branch is both warm and friendly. A unique Welcome Wall which is an interactive exhibit depicting life in the town greets customers on arrival.
Other features on the wall include “Hint cards” with tips on commonly asked HDB matters.
For those with children, a family service counter with a kid’s corner was also set up, to keep children engaged in a safe space while their parents are being attended to.
The Punggol branch also houses HDB’s first e-Lobby that comes with self-help e-kiosks, enabling customers to perform online transactions beyond operating hours. It also includes the first height adjustable e-kiosk for the disabled.
In addition, there are Service Ambassadors on hand to assist residents with their enquiries and help them use the e-kiosks.
Gan Yien Yien, a Punggol resident said, “I wanted to reinstate my season parking but I did not remember my Singpass password. An HDB staff offered to help me and within 20 minutes, I received an update that it was done. We do need such people who are passionate in their work to go the extra mile and assist the residents.”
Due to the positive response from residents, the housing board has introduced some features at other branches island-wide, such as Service Ambassadors and electronic noticeboards.
Moving forward, HDB will explore how extra features can be implemented or adapted in other branches to benefit more residents.
Image: Residents gave the thumbs up to Punggol Branch’s warm and conducive environment. (Photo by HDB)
Romesh Navaratnarajah, Singapore Editor of PropertyGuru Group, wrote this story. To contact him about this or other stories email romesh@propertyguru.com.sg
