SERVING OUR CUSTOMERS
HDB continued to realise a transformation in its service delivery, most tangibly in the revamp of the Level 1 Sales Atrium at the HDB Hub. This was part of the HDB Service Master Plan that was developed to fulfil a vision of ‘Creating a Positive and Seamless Customer Experience’.
Other projects under the Service Master Plan were also completed, including a new Welcome Kit for new flat owners and new e-Services to provide greater convenience to customers. HDB had also embarked on a review of its written communication, to enhance the language and format used in the letters for easier reading and understanding of the content.
The new HDB InfoWEB site was launched in October 2015. The fresh website saw a more intuitive reorganisation of content and access to e-Services, as well as optimisation of content for mobile devices. Complementing the HDB InfoWEB was the release of the new Mobile@HDB application. The app assists home owners with various services, such as allowing home buyers and sellers to check the HDB resale prices using the Augmented Reality function.
A comprehensive strategy was also adopted by HDB to engage customers on mainstream and new media outlets. HDB collaborated with Mediacorp to produce documentaries and interviews to tell the HDB story. Social media channels such as LinkedIn was set up in 2015 to showcase the professional side of HDB’s work. The platform amassed 1,698 followers since its debut.
Caring for Staff
HDB recruited 266 staff in FY 2015/ 2016 to meet its manpower needs, with those hired mainly to replace staff who had resigned or retired. Overall, HDB's staff strength has remained fairly constant at 5,744 in March 2016, compared to 5,737 in March 2015.
HDB sought to attract new talent through the HDB Undergraduate/ Specialist and Mid-Term Scholarships. In the 2016 Scholarship Exercise, 533 applications were received. This included 152 applications for the mid-term scholarship. Out of the pool of applications, 11 undergraduate scholarships were awarded for Architecture, Geography/ Urban Planning, Mechanical Engineering, Land Economy, Economics, Real Estate, and Law. In addition, 4 candidates were awarded for Architecture under the newly-introduced Specialist Scholarship for technically-inclined students to pursue a specialist career with HDB.
For mature employees, HDB provided comprehensive re-employment opportunities. As at 31 March 2016, 443 staff were employed under the re-employment framework.
HDB garnered several local and international awards. HDB was the only public sector organisation to receive the Building and Construction Authority’s inaugural Building Information Modelling Organisation Award, for organisational productivity excellence in process transformation.
The use of the Urban Environmental Modelling tool for the simulation of solar and wind flow conditions in housing projects clinched HDB the ASEAN Outstanding Engineering Achievement Award.
My Waterway@Punggol has transformed Punggol into a vibrant waterfront town and it was conferred the FIABCI Prix d’Excellence SG50 Special Award and Singapore Property Awards.
The SG Heart Map project was awarded the Enterprise Innovators Award in the government category for its use of innovative technologies in publicity, outreach, engagement, and crowd-sourcing efforts.
For its energy management initiatives at Woodlands Civic Centre, HDB won the Best Efficiency Practices Award for Public Sector Agencies (Large Building) category at the Energy Efficiency National Partnership Awards.
At the ministry level, HDB won the Minister Award (Team) and Minister’s R&D Award for its impactful and innovative projects, such as the implementation of SERS @ Tanglin Halt. HDB also won the PS21 ExCEL Award and PS21 Star Service Team Award.