SINGAPORE - The Housing & Development Board (HDB) has picked up the international FutureGov Award for service innovation.
HDB was recognised for providing a new and improved customer experience through service personalisation at its Punggol Branch.
A total of nine countries were considered for the accolade.
On winning this award, HDB's Chief Executive Officer, Dr Cheong Koon Hean said: "HDB is honoured to be recognised for innovation in delivering quality service to our residents. This is affirmation of HDB's commitment to put our residents at the heart of what we do."
HDB had piloted new IT solutions at the Punggol branch when it was set up in 2012.
The layout and design of the Punggol Branch was planned to provide a warm and friendly environment for customers, as determined by studies and surveys HDB conducted. For example, upon arrival at the Branch, customers are greeted by a unique Welcome Wall which is an interactive exhibit depicting life in Punggol town.
Other features include the placement of "hint cards" on the wall which provide customers with bite-sized information and tips on commonly asked HDB matters.
In an HDB survey conducted with Punggol residents in 2013, more than 90 per cent said they liked the warm and engaging environment in the Branch.
Another winning factor was the delivery of personalised service by service ambassadors, who assist residents and guide them on the use of e-kiosks for online transactions.
For the convenience of residents 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 served at the counter.
To reduce waiting time, HDB also enhanced the queue management system by introducing a new e-appointment system, which allows residents to conveniently make online appointments through the HDB website.
The Punggol branch also features HDB's first e-Lobby that comes with self-help e-kiosks that enable customers to perform transactions beyond operating hours. It also includes the first height adjustable e-kiosk for wheelchair-bound customers.
Based on the good feedback, HDB has replicated some of these features, such as having service ambassadors and electronic noticeboards, at its branches island-wide.