Serving Our Customers

Customers First

HDB’s focus on delivering better and more convenient customer service was evident in the numerous new initiatives that we rolled out during the FY. The new HDB Resale Portal enabled the integration of all eligibility checks and reduced the resale transaction time from 16 to 8 weeks. Leveraging technology and transaction data to review transacted prices, where reasonable, buyers who are using CPF or housing loans to finance their flat purchase can now do away with a valuation on their flat. As of 31 March 2018, 3,843 resale applications have been submitted through the Resale Portal.

Resale transactions are now faster and easier with the HDB Resale Portal, the new mobile parking app, provided motorists with an alternative to paper coupons for payment of short-term parking charges at coupon-based public car parks. In a clear sign that it met the needs of motorists, the app was downloaded 480,000 times, with 4.1 million parking sessions recorded within the first 6 months of its launch.

The new mobile application was very well-received by motorists

Resale transactions are now faster and easier with the HDB Resale Portal

For every newly completed precinct, HDB provides a Building Service Centre within the precinct to help residents with improvements required in their flats or at the common areas. Starting from July 2017, HDB has implemented a Virtual Building Service Centre, to provide an online alternative where residents can submit their feedback online and book joint inspections.

To serve the growing number of flats in Bukit Panjang and Choa Chu Kang, a new Bukit Panjang branch was set up. Featuring an e-lobby that is open around the clock, it enables our customers to transact with HDB any day, any time.

Across all HDB branches, the implementation of Cash Payment Kiosks in the previous FY led to a reduction of counter cash collection volume by 59.3% this FY. This exceeded our target of 50%.

Future-ready Workforce

HDB continued to invest in building the capabilities of our staff, to enable them to meet current and future needs. Staff training and development covered a wide range of skills and expertise, including leadership, service delivery, business analytics and technical capabilities. One of the new initiatives is the development of a competency based learning roadmap, with a suite of training programmes customised for each building professional to grow their technical capabilities in areas such as engineering, architecture/ landscape architecture, project/ construction management, planning and engineering research.

The HDB Experience Programme was launched to align all staff with HDB’s service ethos and equip them with behavioural competencies to deliver a consistent HDB customer experience, both internally and externally.

To encourage our staff to lead a healthy and active lifestyle, various work health programmes were organised. Our efforts extended into the digital front with the launch of the HDB Health mobile application to help staff track their individual health statistics such as steps taken and calories burnt.

HDB’s staff strength decreased slightly from 5,758 in March 2017 to 5,583 in March 2018. The drop is mainly due to the transfer of 156 staff from HDB’s Industrial Properties Group to JTC Corporation, following the transfer of the management of industrial properties and land to JTC Corporation.


Punggol Waterway Ridges bagged the International Federation of Landscape Architecture Award for outstanding landscape design

HDB gained local and international recognition for its firm commitment to excellence. Some notable ones included the American Environmental Sustainability Honour Award for HDB’s development of a floating wetlands system at MyWaterway @ Punggol, and the prestigious International Federation of Landscape Architecture Awards for Punggol Waterway Ridges and SkyVille @ Dawson.

HDB’s Prefabricated Prefinished Volumetric Construction (PPVC) system won the Singapore Concrete Institute (SCI) Excellence Award (Innovators Category) for its game-changing technology that improves construction productivity.

Recognised for its well-executed innovative master plan in developing liveable communities, the Bidadari Master Planning & Urban Design received the Best Planning Project (Silver Award) given out by the Singapore Institute of Planners.

For realising the ‘Automated Convenience Store’ concept at various void decks, HDB was conferred the Public Sector Pro-Enterprise Initiative Silver Award at the Pro-Enterprise Panel-Singapore Business Federation Awards 2017.

At the Ministry level, HDB received the MND Minister’s Award (Team) for Kampung Admiralty, SolarNova Programme, the privatisation of HUDC estates, and the introduction of the 2-room Flexi Scheme, programmes which contributed to the transforming Singapore into ‘An Endearing Home , A Distinctive Global City’.

The floating wetlands system at MyWaterway @ Punggol won the American Environmental Sustainability Honour Award for creating quality living environments with innovative engineering solutions