Singapore’s HDB or Housing and Development Board (Punggol Branch) has garnered a service excellence award at the International FutureGov Awards 2014. Out of eight international entries, Singapore landed on top because of its service innovation.
The agency’s efforts to provide a personalized service to its customers, via IT technology, was greatly acknowledge on the event. It can be recalled that Punggol branch was opened in 2012. This branch was the answer of the government to the increasing number of residents in the area.
Upon entering the branch, one can immediately notice the warm and friendly feel of the environment inside. There is also a welcome wall on the entrance area that greets visitors and projects an interactive exhibit on how beautiful life in Punggol area is.
For those who have a lot of queries, they can immediately check the branch’s wall with “Hint Cards”. The cards answer frequently asked questions of clients thus there is no need to queue for a service agent.
No need to hassle yourself if you have your kids with you because the branch has a family service counter that allows the agents to entertain you while your kids are playing along side at their own kiddie corner.
For the record, Punggol branch is the first to own an e-lobby with kiosks. The kiosks enable customers to conduct online transactions independently and hassle free, especially during off hours. Also, the kiosks have an adjustable hinge that allows disabled users to use the machine comfortably.
The best part is, the branch has service ambassadors that are friendly and knowledgeable of their work. They also aid customers who are having hard time using the e-kiosks.
Because of the positive feedbacks over the services rendered at Punggol Branch, HDB is now starting to introduce the above features and services to other branches like the notice boards and service ambassadors.