Aligning Service and Technology

HDB continued to forge ahead in its digital transformation journey this FY, leveraging technology to serve customers better. HDB introduced new e-Services and enhanced existing ones, such as those for season parking, to provide customers with convenience on-the-go. HDB call centres were also equipped with capabilities to analyse phone call interactions and trends, which can help HDB anticipate issues and better understand customers’ needs.

To bring greater convenience to residents, HDB expanded the deployment of cash payment kiosks at HDB branches. These kiosks offer residents round-the-clock access to self-payment services and help to reduce traditional counter transaction volume.

A new Electronic Queue Management System began operations in November 2019. Customers can register, or re-register in the case of missed queues, at any of the self-service kiosks in the HDB Sales Atrium. Roving service ambassadors can also issue queue numbers on-the-go via hand-held devices.

The Ask Judy chatbot was enhanced with more in-depth information to facilitate self-help among home owners and provide easy access to useful information such as using drywalls, internal clothes drying rack, and guides to home maintenance.

Building a Future-Ready Workforce

To ensure a future-ready workforce, HDB continued to upskill in areas such as Business Analytics and digital literacy, as well as build capabilities in engineering and ICT, in tandem with the Public Service Division’s initiative to strengthen these capabilities across the public service. Training programmes and roadmaps were developed in the FY, with competency-based learning roadmaps formulated and continually reviewed to ensure that they remain relevant. Role-based competency training frameworks were also developed to strengthen HDB’s Building Information Modeling and geospatial capabilities.

HDB continued to attract new talent through its scholarship programmes. In 2019, a total of 485 scholarship applications were received, with 16 scholarships awarded for a wide range of disciplines, including Architecture, Landscape Architecture, Civil Engineering, Mechanical Engineering, Geography/ Urban Planning, Sociology, Economics, and Computer Science.

Besides strengthening workforce competencies, HDB put in place programmes and initiatives to enhance staff well-being in the workplace and promote healthy lifestyles. 1,860 staff took part in the annual HDB Steps Challenge with the goal of achieving 10,000 steps daily.

Oasis Terraces was recognised by the industry for its distinctive design and landscape

Telling the Public Housing Story

HDB hosted over 120 visits in the FY, sharing Singapore’s public housing story with about 2,200 local and overseas visitors, including several distinguished foreign dignitaries and Mayors from major cities around the world. The LIVINGSPACE gallery at HDB Hub, which showcases HDB’s journey in housing a nation, received over 370,000 visitors in the FY.

In the FY, HDB also continued to explore new ways of sharing Singapore’s public housing story, launching a series of short films which celebrate ubiquitous heartland common spaces such as the void deck, fitness corner and linkway, as well as the vibrant and liveable homes that HDB has designed to meet residents’ needs now, and in the future.


HDB received international and local awards in the FY, as a continued affirmation of its commitment to excellence.

Kampung Admiralty and The Pinnacle@Duxton were recognised at the Council on Tall Buildings and Urban Habitat (CTBUH) Awards. The Pinnacle@Duxton received the 10-Year Award for its proven value and performance over the last decade. Kampung Admiralty emerged top in two award categories; the Urban Habitat: Single Site Scale and Best Tall Mixed-Use Building. The integrated development also received the ASEAN Energy Award for good practices in energy efficiency and energy management.

Oasis Terraces, Waterway Terraces I & II, Keat Hong Neighbourhood and Woodleigh Neighbourhood won awards from the International Federation of Landscape Architects (IFLA) Asia Pacific, for excellence in landscape architecture. Oasis Terraces also attained the Silver Award at the MIPIM Asia Awards 2019, which celebrates excellence and innovation in the Asian property industry.

HDB emerged as a Global Silver Winner of the Green World Award 2019, in recognition of efforts to encourage green commuting in Punggol Eco-Town, including the planning of a comprehensive cycling network and innovations such as the dual bicycle rack system.

On the engineering front, the Integrated Environment Modeller (IEM) developed by HDB and the Agency for Science, Technology and Research (A*STAR) was awarded the ASEAN Outstanding Engineering Achievement Award. The IEM uses 3D city models to simulate climatic conditions and their combined effects on the surrounding urban landscape, helping HDB planners better understand how environmental conditions interact with town design, and in turn create a comfortable living environment for its residents.

HDB’s floating solar system received the Excellence in Environmental Engineering and Science (E3S) Honor Award in the Small Projects category at the 2019 American Academy of Environmental Engineers and Scientists (AAEES) Awards Luncheon & Conference. This award recognises projects that demonstrate the best in environmental engineering and science practices. HDB’s floating solar system for open sea conditions was based on its award-winning floating modular system that was designed to hold wetland plants in Punggol. The system has since been deployed to hold solar panels at a test bed in Tengeh Reservoir.

HDB’s floating solar system received international acclaim for demonstrating excellence in environmental engineering and science practices