Excellence in Public Service Awards 2014

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The Excellence in Public Service Awards Ceremony

recognises public ofcers for outstanding service and public
organisations achievements in Organisational Excellence
(OE) and in implementing Best Practices. It also recognises
members of the public who have been particularly helpful
and understanding, and who have made signicant
contributions as customers.
Organised by
Supported by
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CONTENTS
PUBLIC SERVICE PLEDGE 03
SERVICE AWARDS 04
PS21 Star Service Award &
PS21 Distinguished Star Service Award 05
PS21 Star Customer Award 39
PUBLIC SERVICE AWARDS 42
Public Service Premier Award 43
Public Service Distinguished Award 46
Public Service Achievement Award 48
Public Service Milestone Award 56
BEST PRACTICE AWARDS 60
Best Practice Award Inter-agency Collaboration 61
Best Practice Award Organisation Development 65
Best Practice Award Regulation 69
Best Practice Award Resource Management 73
Best Practice Award Service Delivery 76
Best Practice Award Stakeholder Communications
& Engagement 79
INDEX OF AWARD RECIPIENTS 83
ACKNOWLEDGEMENTS 87
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We,
members of the Singapore Public Service,
pledge to serve our nation and our people,
to build a peaceful, progressive and vibrant society.
To this cause,
we shall always carry out our duties,
guided by the values of integrity, service and excellence,
to be a rst class Public Service,
worthy of Singapore.
THE PUBLIC
SERVICE PLEDGE
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The service awards recognise public ofcers
and members of the public who have
contributed to better service delivery and
better outcomes for Singapore.
SERVICE AWARDS
PS21 STAR SERVICE AWARD
PS21 DISTINGUISHED STAR SERVICE AWARD
PS21 STAR CUSTOMER AWARD
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PS21
&
Award
DISTINGUISHED
STAR SERVICE
STAR SERVICE
The PS21 Star Service Award celebrates
public ofcers who have made a diference
to the lives of others. Their dedication, their
heart for others, and their commitment
to excellent service inspire our vision of
success.
A select group of ten ofcers will receive
the PS21 Distinguished Star Service Award.
Identied from the winners of the PS21 Star
Service Award, these ofcers merit special
distinction for their exceptional contributions
in service delivery.
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JACOB EMMANUEL J KATHIRAVAN
Chief Butler, Presidents Ofce
Istana
It is the pride of every butler to serve in the Istana, and my privilege to
be given the honour of serving in the Presidents Ofce. Ever since my
rst posting to the Istana in 1995, the principals whom I served have been
amazingly supportive, patient and kind. I regard these 20 years as the
golden years of my working life.
In his rst National Day Rally speech, PM Lee Hsien Loong remarked that
even if you are just a cofee shop assistant, when you do teh tarik, do the
best teh tarik with passion. In a similar vein, anyone can be a butler but
one has to have pride and a sense of belonging to the vocation.
ANG WEI YI, PHEBE
Senior Executive, Procurement and Ofce Services
State Courts
As public servants, we are always mindful of public perceptions. As a
procurement ofcer, I need to ensure prudent use of public funds. Although
it can be stressful at times, it also reminds me to constantly improve
my quality of work, so as to maintain accountability to the people of
Singapore.
PHANG TSANG WING
Senior Assistant Director, Organisational Excellence Unit
State Courts
I am very proud to work in the State Courts which provides excellent
services to court users. People visiting our Courts will have diferent
needs, and we must always strive to understand them better and show
empathy. The work we perform every day may seem routine to us, but
it means a lot to the respective court users. I am making a diference to
everyone I serve, and this motivates me to work harder every day.
HARLINA BINTE TAMBI
Case Ofcer, Criminal Trials & Appeals, Legal Directorate
Supreme Court
I derive great pleasure serving court users and visitors, and assuring
them of our attention. There was an instance where I received a call
from a very anxious father whose son was facing a capital charge and
wanted to know if counsel would be assigned to his son. I spoke in
a composed manner, and my composure provided assurance to him
and helped to end the conversation on a positive note. Compliments
and recognition reinforce my conviction and desire to provide the best
service to everyone so that I always contribute positively to the Public
Service.
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LEUNG SHUN YEE, YVONNE
Chinese Interpreter
Supreme Court
In 2013, I had to do Mandarin interpretation for a defendant during
a hearing to help her understand the proceedings. She was highly
stressed before the hearing commenced. At the end of the hearing, she
was very relieved and thankful for my assistance that she gave me a
hug as a gesture of appreciation. Gestures like these are great morale
boosters, and motivate me to continue to do my best to help all court
users.
CHUA CHEOW HOCK PATRICK
Technical Service Manager
Infocomm Development Authority of Singapore
One important thing that I have learnt in life is to have passion and
pride in what I do. Having served in the Public Service for more than 10
years, I believe that no matter how small my contribution is, I can still
make a positive impact by providing quality service to others. Helping
others resolve an IT-related project or issue gives me a great sense of
achievement.
SIVAKUMAR S/O PONAPALAM
Senior Technical Consultant
(Mr Sivakumar is now working as Senior Assistant Director at the Ministry of Law)
By placing ourselves in our customers shoes, we are better positioned
to listen and hear what an angry or disappointed customer is really
saying without automatically becoming defensive. Then, once we get to
the heart of the problem, we can be accountable for what went wrong,
and work with the customer to derive an acceptable resolution.
LOH WAI PENG JACQUELINE
Senior Customer Service Ofcer
Excellent service is about making an important and positive contribution
and impression in the eyes and lives of our customers. These impressions
act as a barometer of how much emphasis an organisation places in
providing excellent service to our customers.
A sincere smile will go a long way because customers remember the
good and positive experiences, and these interactive experiences are
translated into personal job satisfaction. We should always have a
ready-to-serve mindset that is essential in providing excellent customer
service.
Media Development Authority
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IDAH MARIYANI BINTE MOHAMED SAHID
Senior Library Ofcer
National Library Board
The daily challenges I face keep me interested and motivated to deliver
excellent customer service. Each incident is a source of learning and
motivation for me, and it is very satisfying to know when customers are
delighted with the service rendered. My motto in life is to treat others the
way that you would want them to treat you, and this perspective helps me
in better understanding my customers and their needs.
MANIMEKALAI THIRUMALAI
Senior Librarian
Over the years and through the many situations I have handled in the
library, several customers have sent their compliments and notes of
appreciation, especially for providing prompt and efcient information
services. Besides the notes from customers, I have also received several
awards from NLB, recognising my eforts in service. All of these motivate
me to continue in my eforts and strive to even greater heights in
delivering excellent customer service.
SAIFUL AMRI
Senior Ofcer, Arts & Communities
National Arts Council
To serve, you need HEART. It allows your sincerity to be felt and will
soothe the most unhappy person. It also assures them that we hear
them and we are looking into their concerns.
In the course of my work at the National Arts Council, Ive encountered
unhappy individuals who feel that the whole world seems to be going
against them. When they see you trying to understand them, they
will in turn try to understand your situation, and often, with mutual
understanding, all will be well.
CHENG TAN
Manager (Collections Management)
National Heritage Board
I am happy working at the Heritage Conservation Centre. As a
Collection Manager, I work in stores and take care of our National
Collection (artefacts that are valuable to Singapore now and in the
future) through proper documentation and preventive conservation.
I enjoy working with people of diferent professions and levels, and I
am constantly learning from people around me. One great thing I have
learnt is, you do not need a superb job to work superbly, but you need
to like and enjoy whatever you are doing.
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KOH WEI YEE, WENDY
Constituency Director, Kebun Baru Constituency Ofce
Peoples Association
I believe in creating a conducive and happy environment for all, from
internal customers like fellow colleagues and grassroots partners, to
external customers like partners, agencies and residents, where all feel
happy and are part of a big family. This comradeship in Kebun Baru
Constituency Ofce is something we are proud of, to serve and continue
to work for our community and in Ang Mo Kio.
LU JUN CAI
Constituency Management Executive
Peoples Association
With our extensive outreach into the community, we are often
the rst point of contact for public services. Therefore, I believe in
providing value-added customer service for the residents. This involves
understanding their problems and providing the relevant solutions/
information to them. Im proud of my role in playing an important part in
our ongoing journey towards service excellence, as we bring people and
communities together.
HO MEE LIAN
Fitness Instructor
Sport Singapore
In my line of work, I do face difcult situations but I take them all in
my stride. To deal with such situations, my approach is to rst try to
lighten the mood with small talk, then listen attentively to what the
aggrieved person has to say. This helps me empathise and establish the
facts to better understand the bone of contention. I will then follow-up
by handling the issue objectively and professionally without getting
personal. The main objective is to strive for a win-win situation.
TEO TIONG HO
Guest Ofcer
Sport Singapore
I am proud to be a Public Service ofcer. I strive to do my best in
serving and in taking care of the needs of the members of the public. In
order to serve them well, I put myself in their shoes and serve them with
sincerity.
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MAJ ADELINE KUAH SU-CHING
Staf Ofcer, Maritime Training & Doctrine Command Headquarters
Ministry of Defence
It is a privilege to able to serve others and the organisation. Being in active
service presents me with opportunities to create positive value, not only to
the organisation but also to the people who are in my circle of inuence. It
is this opportunity to contribute that drives me to serve through the course
of my work.
ME5 MARK TEO KOON GUAN
Squadron Commanding Ofcer, Air Power Generation Command
Ministry of Defence
I believe service excellence is not just about delivering exceptional level of
service beyond normal expectations. It is also about interacting with people
and thinking how in my role I can help provide solutions and assistance to
others. And whenever my involvement helped solved their problems, I gain
a relationship and bonding with them. To be able to see them smile is a
reward. This motivates me to serve in my work.
CPT NIGEL JEVAN MATHIAZ
Battalion S2, HQ 7th Singapore Infantry Brigade
Ministry of Defence
Watching my ex-recruits grow and mature from civilians to soldiers is
truly motivating for me. I still see some of my ex-recruits in the various
units, and even along Orchard Road! I have trained over 2,500 recruits
and although I cant recognise the majority of them, I am glad they
came up to say hello. Knowing that I made a diference in their lives is a
rewarding experience.
ME3 TAN GIM CHEONG
Engineer, Force Generation Squadron
Ministry of Defence
The SAF provides for the defence of our country and the Navy plays a
vital role in ensuring our seaward defence in protecting and safeguarding
our nations sovereignty. I am proud that I can contribute by playing my
part in our nations defence, knowing that the safety of our country also
means the safety of our family and loved ones.
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ANGIE NG SEOW CHING
Secretary, Joint Intelligence Directorate
Ministry of Defence
To me, being able to help someone in need by just ofering a listening
ear to them motivates me to serve. Also, when I see that I am able to
help them or alleviate their problems, it makes me feel satised and
gives me a sense of worth. Also, the fact that I enjoy my job motivates
me.
ME2 DONALD TAN
Formation Maintenance Management Specialist,
HQ COMMANDO
Ministry of Defence
During the Army Half Marathon in 2010, I received a call at 2230hrs from
an ex-colleague, requesting my assistance to repair a malfunctioning
generator that was crucial for the event. Without hesitation, I rushed down
from my home and repaired the generator successfully. I felt honoured that
my ex-colleague had the condence in my work capability even though I
had left the Unit two years ago.
GRACE HENG LEK THIAN
Head Physiotherapist, HQ Army Medical Services
Ministry of Defence
The motto Make a diference has motivated me in my work in the
SAF for the past ten years. I know that every decision and action that
I take can afect every soldier. As an Ergonomics - Physiotherapist, it
is fullling to see an injured serviceman returning to his or her duties
quickly because of efective injury management. As part of the team
that prepares our soldiers for overseas courses or missions, it makes me
happy to see their safe and successful return.
ISABEL WEE SIEN MEI
Secretary, Maritime Security Task Force Command
Ministry of Defence
The trust, recognition and empowerment given to me by my
immediate superior have enabled me to serve the organisation with
utmost condence. This is essential for my morale and motivation. It
also encourages me to continue to work hard in the organisation.
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MICHAEL TAN SIAK PHEW
Deferment Manager,
National Servicemen Services Centre
Ministry of Defence
In my line of work, I encounter difcult customers at times. Instead of
being frustrated, I try to empathise with them by asking myself these
questions: What are the problems that they are facing? and What are
their desired outcomes? With this work philosophy of mine, I am able to
provide better service with a smile!
JANELLE KANG XIAOTING
Lead Associate, Saver-Premium Fund Department
Ministry of Defence
The ability to help others through my eforts truly motivates me. As
a SAF para counsellor, I was assigned to a detainee at the Detention
Barracks. In our journey together, I saw him change from being anxious
and helpless, to being hopeful, purposeful and joyful. He made concrete
plans to care for his loved ones. I am convinced that those who are less
fortunate are not hopeless cases. They too are human beings who can love
and be loved by others. My life has been enriched by this experience.
MAY ANG HWEE MEI
Public Relations Ofcer, Public Communications Department
Ministry of Defence
One of the most memorable public requests I have facilitated was
to help full a childs wish from the Make-A-Wish Foundation. The
secondary school boy had a brain tumour and it was possible that he
would not be able to serve National Service. However, he was very
interested in the Army and expressed his wish to spend a day in the
Army. It was one of the most meaningful requests that I have facilitated
and I am glad that I was able to make a diference to him.
MELISSA HON FENG YI
Executive, CIT Resource Management Department
Ministry of Defence
Being able to work in a cohesive team that works towards creating
a better organisation is a huge motivational factor. As such, I am
challenged constantly to provide better service to my customers. It
has always been rewarding to know that my work has enabled my
customers to perform accurate forecasting of a projects budget.
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RACHEL TEO WEN WEN
Staf Ofcer, Naval Logistics Department
Ministry of Defence
I derive a great sense of achievement and satisfaction whenever I put
a smile on my colleagues face after helping him/her solve an HR issue,
and this motivates me to always serve with passion. Additionally, I
cherish the opportunity to learn from the many talented individuals in my
organisation who are always so generous in sharing their good practices
and experiences. Last but not least, I enjoy the camaraderie amongst my
team members as we are truly like a tight-knitted family!
PAMELA SIM YHEE YHEE
Staf Ofcer, MINDEF Scholarship Centre
Ministry of Defence
This is my rst job since graduation and I have been enjoying what
I am doing since then. Other than what my primary job entails, the
opportunities and challenges that I get at MINDEF allow me to grow
and maximise my potential in many other domains. Being in the Public
Service, we work as one for the larger community and this motivates me
further to serve.
TAN CHUN KIAT
Manager
Defence Science and Technology Agency
I love connecting with people and my wonderful team at DSTA shares
my passion; both these factors motivate me greatly to serve. As a team,
it excites us to make a positive impact to their daily work by designing
and developing innovative solutions.
ARTHUR POH
Deputy Director, Higher Education Division
Ministry of Education
What is interesting in the Public Service is the opportunity to impact
the people around us. As a public ofcer, I have to go beyond the call of
duty to serve the needs of Singaporeans. It is this privilege to serve the
community that has kept me going for the past 10 years.
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NOOR HUDA ABU SAMAH
Senior Head, Development Planning,
School Planning and Placement Division
When I am faced with a difcult situation, I see it as a challenge that can
be solved if I put my heart and mind to it. Past experiences, especially
the tough ones, become my guidance on the importance in providing
excellent service. The good outcomes and words of appreciation make it
all worthwhile.
WEE LOO KANG LAWRENCE
Senior Specialist, Educational Technology Division
I would like to make the world a better place for everyone, and do my
humble part as a concerned citizen of the world by contributing to open
educational resources, and creating engaging and interactive computer
models-simulations that support active learning for improving education
all over the world. Thus my motivation is to serve students, teachers and
the public with the well-designed and customised simulations resources
for the world, while being rooted in Singapore.
VIKNESWARAN S/O KRISHNAN MURTHI
Allied Educator (Learning & Behavioural Support)
Anglo-Chinese School (Barker Road)
Dedication to ones work stems from passion. To me, helping students
with special needs is a passion. I believe that the work I do every day
improves the child with special needs in not only his academic pursuits
but in his holistic development as well. That is my motivation.
LEONG-HO HIL MAY
Senior Specialist, Educational Psychology,
Education Services Division
Being in the Public Service allows me to interact with and serve diferent
segments of the population. The work is meaningful and challenging
because the policies and programmes that we design and implement not
only impact at the national level, but also afect the lives of individuals.
I am thankful for the many opportunities for professional growth and
development as I learn to look at issues from multiple perspectives and
be nimble in meeting the diverse needs of stakeholders.
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LIAU THIAM HUAT
Operations Manager
Henderson Secondary School
At the end of a motivational workshop conducted recently, students were
invited on stage to express their gratitude to people who had made a
diference in their lives. I was privileged to be thanked by students, whom
I had managed and counselled over the years because of disciplinary
issues. That made me feel that I have made a diference in their lives. It
also further motivates me to continue helping my students overcome their
challenges to reach their potential.
HANLEY LOO
Lecturer-Mentor, Info-Comm Technology, ITE College East
Institute of Technical Education
Caring for my students and making sure that they pick up a skill and
eventually graduate from ITE, has always been a prime focus in my
role as a lecturer. As an advocator of the CARE value in ITE, I must
always ensure that students do not give up on themselves while on
their educational journey. More than just teaching, I also make it a
point to actively listen, understand and provide students with sound
advice. Showing that we care surely lends a magic touch to a students
emotional well-being.
DENISE TEH SHU HUI
Teacher
Junyuan Secondary School
In 2011, I was 7 months pregnant and was waiting at the lift lobby with
my discipline master for the return of a childs father one late evening.
The boy had been absent for months. Imagine plain-clothes detectives
standing along the corridor! But the moment we nally saw and spoke to
the father and got the child back to school (he completed his N Levels
eventually), it strengthened my convictionI would not stop even in the
most difcult situation.
YANG SU YIN
Administration Manager
Gan Eng Seng Primary School
The Chinese philosopher Confucius once said, Choose a job you love,
and you will never have to work a day in your life. It is important to
establish meaning in what I do, understand its impact, and integrate
head thinking and heart empathy. Being part of the education sector
is exciting and meaningful, as we create opportunities in the lives of
children and their families. I believe we can always make things better
with an open mind and a willing heart.
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KARLINAH BINTE SAHADAN
Operations Support Ofcer
Pei Tong Primary School
Working in the Public Service provides me with many challenges. I have to
work hard and give my best all the time, with a genuine desire to provide
good service to the teachers, pupils and parents.
The school leaders of Pei Tong Primary School inspire me to excel in my
job. They provide me with the necessary guidance and information on the
importance of my role in the organisation.
I am thankful that I have been given this opportunity to work in the Public
Service. Being able to help others gives me great joy.
TAN AI CHIN
Senior Manager (Experiential Learning Research Centre)
Republic Polytechnic
It is important to have patience and to keep an open mind. I will rst
approach the situation with some deductions of how the other parties
think and feel, and I seek to avoid making premature value judgement
on them. Then I seek to communicate with the parties to adjust or
conrm my deductions, and to understand their perspectives of the
situation. This forms the basis for further decision-making, with the
general objective to achieve a win-win outcome.
NUR HIDAYAH BINTE ESER
Allied Educator (Teaching & Learning)
Serangoon Garden Secondary School
My colleagues in Serangoon Garden Secondary School and my family
members motivate me to give my all to reach out and help each and every
student. My strong family support allows me to devote my time to excel
in the professional demands of teaching, especially in counselling and
impacting highly-challenging students. I treasure my school colleagues
as all of us truly live out the schools vision of a Caring and Learning
environment and work well as a team to add value to every student we
have, especially in their character development. The deep friendships that
we share make my teaching journey meaningful and joyful!
VICKNESH THIAGARAJAH
Allied Educator (Teaching & Learning)
Mayower Secondary School
As an educator who is part of the discipline committee; I strongly
believe that being fair is the most important quality. Being rm to an
extent, and yet being able to understand a students point of view and
look at perspectives in their shoes makes a great diference. What
matters most are the smiles of these students who remember you even
after graduation. When one can impact a life and change it, thats the
greatest achievement of them all. When these students respect you
and do not fear you, thats when you know you have moulded a new
generation of leaders.
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LEE KIM SENG
School Counsellor
St. Hildas Secondary School
Being a school counsellor, I believe in empowering people to create success. While it
is challenging to help parents and students facing tough emotional issues, taking time
to show empathy and being with them certainly helps a lot.
We had a student who was not coming to school. I invited her mother in for
counselling. After a number of sessions, her mother resolved her own issues. Not long
after, the student came back to school, and did very well in the major examinations.
Excellent service means making the extra efort to listen to and to understand
others. Its about putting forward ones best to help people arrive at the best possible
outcome.
LEE THIAM HIN IVAN
Senior School Counsellor
Zhonghua Secondary School
If asked about what motivates me to continue in my work, my reply
will be that I enjoy what Im doing and that I also nd encouragement
from two motivating quotes. I enjoy my fullling work with students,
learning opportunities for self-growth and adaptability, and working on
home-school-community partnerships. For the quotes that have kept
me going: Whom do you serve? For what purpose? and To know even
one life has breathed easier because you have lived. This is to have
succeeded, Im grateful to Robert Greenleaf and Ralph Emerson.
LEE LAN KIAK, LINDA
Assistant Manager
Accounting and Corporate Regulatory Authority
I have received a lot of help from people around me, and I want to
pay it forward because I know the feelings of anxiety and loss when I
encounter problems and cannot resolve them myself.
The virtues I practise in life also serve me well at work (i.e. treat
everyone with patience and listen to them with empathetic ears and a
sincere heart). In return, I gain trust and condence from people and
work well with everyone, including difcult customers.
CHOO KOK LUANG
Operations Support Ofcer
Si Ling Secondary School
Even after working in the same school for 11 years, I have not stopped
learning new things! My work exposes me to new challenges and I look
forward to growing with my colleagues. As I serve, I learn and I grow.
Knowing the work I do makes a diference to the lives of the teachers
and students motivates me to do my best. If what I do can help others
around me, I will be very glad to do it.
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LIN CHENGKUN
Tax Ofcer
Inland Revenue Authority of Singapore
As a frontline ofcer in IRAS, I am guided by our Service Motto
Excellent Service, Always! It inspires me to constantly do my best when
handling enquiries from our taxpayers, and to empathise with them. By
adopting this belief, I have managed to efectively resolve most of our
customers issues.
TEO CHING LING JOANNE
Assistant Manager
My motivation at work is reected by how my child views the world,
reminding me of the importance of being patient and understanding. As
an adult, I have to bend down to see the world through her eyes. This
carries over to how I guide and nurture my new ofcers. When I coach
them, I adopt the same approach as a parent educating a child. I learn
to be patient and understanding while allowing them room to make
mistakes and grow.
KOGILA D/O VANNU GOPAL
Chief Customs Ofcer
Singapore Customs
I believe that difcult customers dont exist, difcult situations do. With
that in mind, I strive to remove all personal emotions in any situation
and focus instead on professionalism and service excellence. Singapore
Customs Quality Policy commits us to provide excellent service. I am
continually encouraged to improve on my service to the public.
AW WEI CHOON
Senior Accounts Ofcer
Accountant-Generals Department
Throughout my learning journey in the public sector, the Willing To
Learn attitude has served me well to meet the challenges encountered
in the course of my work. As the Chinese saying goes , ,
which means One is never too old to learn, I am always learning new skills
and acquiring new knowledge benecial to my work. I have also gained
invaluable experiences which help in my career progression.
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CHIANG XUE LI RACHEL
Assistant Human Resource Ofcer,
Personnel Development Board (B)
Ministry of Foreign Afairs
Dont do unto others what you do not want others to do unto you. This is
a quote which I constantly use as a reminder to always put myself in other
peoples shoes and aim to provide excellent service.
DANIAL IZWAN PHUA
Assistant Director, Southeast Asia, Consular Directorate
Empathy is one of the key qualities underlying the Public Service ethos. The attribute
allows the public service ofcer to have a deep understanding of the needs of
Singaporeans. I think that we should not stop at just empathy. I recently came across
an article which stated that highly-educated countries have better governments. The
central argument is that because the citizens are educated, they complain more and
thus government ofcials are forced to be more accountable. As Singaporeans become
increasingly afuent, they are progressively interested in governance and want to be part
of the decision-making process. I think the government has responded to this and has
adopted a more consultative approach to governance. I believe that as public service
ofcers, we should also have the capacity to accept criticism and, where appropriate,
improve on our policies and processes. This, coupled with being empathetic, will give us a
good grounding to provide excellent service.
EUGENE NG CHANG YANG
Assistant Director, Protocol Directorate
Former First Secretary (Administration and Consular),
Singapore Embassy in Seoul (2009 2013)
While in Seoul, I issued a temporary travel document to assist a
Singaporean to return home over the weekend to attend the wake and
funeral of a family member. I received a letter from him thanking me
for my assistance that night, but I felt undeserving of his gratitude as
the issuing of that document was very much routine. This case was a
huge encouragement and motivation, and from that episode, I realised
how meaningful and professionally gratifying it is to be able to provide
consular assistance to Singaporeans in distress overseas, no matter the
extent of the assistance.
HASHIMAH BINTE ARIFFIN
Executive, HR Services
Vital
The opportunity to meet and assist retiring ofcers from diferent
agencies motivates me to do my best in my work. As a HR personnel, I
take pride in my role and enjoy helping fellow public ofcers who have
reached this milestone in their lives. It brings me great satisfaction to
extend a helping hand, a listening ear to these people and, best of all, to
see their smiles at the end of the day.
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QUEK SOO TECK
SHARMEEL ADAM RAJARATNAM
Attach (Admin & Consular), Consulate-General of
The Republic of Singapore in Johor Bahru
Consul (Admin & Consular)
Part of my work is to render consular assistance to Singaporeans in distress in Johor.
There are often complicated cases where we have to work with agencies like Immigration
& Checkpoints Authority, Singapore Police Force and Ministry of Social and Family
Development as a whole. We also face all kinds of Singaporeans and requests - most of
them are appreciative, while a few are not. Regardless, we should act professionally, with
empathy, and with a sense of duty to give our best. Once in a while, we get nice gestures
of appreciation. For instance, when I was on leave in Singapore, a gentleman whom I
previously assisted in Malaysia came up to me to shake my hand and thank me. It was heart-
warming knowing that he remembered me even after a year. This was a small gesture but it
has motivated me to continue serving my country and countrymen with pride.
Given MFAs unique and dynamic operating environment, there is a
constant need to adapt quickly and stay relevant. I nd that there is
always room to improve the way things are done and I am motivated that
changes to procedures and systems, even seemingly minor ones, can go
a long way in making the work of my colleagues and the organisation
more efective and efcient.
TIAH LING
Consultant, Accident & Emergency Department
Changi General Hospital
Leo Buscaglia once said: Too often we underestimate the power of a
touch, a smile, a kind word, a listening ear, an honest compliment, or
the smallest act of caring, all of which have the potential to turn a life
around. This is particularly relevant but challenging in our fast-paced and
unpredictable working environment. Yet, such empathy is exemplied daily
by many in my line of work and it deeply inspires me to do the same.
GOVI S/O RAMAN KRISHNAN
1Protocol Assistant/VIP Complex, Protocol Directorate
My journey in the Public Service all these years has been a very fruitful
and satisfying one. Since day one, I have carried out my duties with
immense honour, dignity and pride. I have truly enjoyed every single
moment of being part of it. My Chief of Protocol and colleagues at VIP
Complex are very helpful and understanding. They have been a great
support to me. The team spirit is excellent among us. Im truly honoured
and grateful for being given the opportunity to meet and greet many
prominent leaders from various countries all over the world.
21
RANI KRISHNAN
Nurse Manager
KK Womens and Childrens Hospital
Nursing has been my passion since I was young. I have made gradual progress in my
career and I fully enjoy my interactions with my patients and their families.
At the start of my career, my father was my motivating factor. He encouraged me to
pursue nursing as he considered it a noble job. His teachings on being kind, good and
truthful are the basic ingredients that I use in my daily interactions with my patients. The
loss of a beautiful, well-natured 9-year-old leukaemic patient was my other motivating
factor. In spite of her own adversities, she was able to give so much love and reassurance to
the people caring for her. Seeing my patients get well and being able to care for themselves
endorses my nursing care rendered to them. That itself is very satisfying and encourages
me to continue with my work.
I have always liked this quote by Maya Angelou on Empathy and I would like to share it:
People will forget what you said, people will forget what you did, but people will never
forget how you made them feel.
TAN LEE TIANG, ESTHER
Health Attendant
National Healthcare Group Polyclinics
Having kidney problems myself and having gone through countless
treatments and consultations, I fully empathise with the patients who
walk through the polyclinic doors daily. I use my experiences during my
treatments to provide patients with a better experience in the polyclinics,
whether by helping to translate medical consultations for non-English-
speaking patients or answering patients queries to the best of my ability.
Contributing to the best medical care for the patients motivates me every
day.
KOH SIEW HOON, JAN
Senior Medical Social Worker
National Heart Centre Singapore
People are usually not difcult by nature. I would rather see their
perceived difcult behaviour as a means of communicating their
unheard and unmet needs and expectations. In such encounters, I try
to put aside work protocols. My priority is to hear them out rst, before
assuring them that I am working alongside them to manage their
expectations. In most instances, active listening, a genuine smile and a
sincere attitude are all it takes.
CHIN LEE CHENG, AGNES
Senior Analytical Scientist, Pharmaceutical Division
Health Sciences Authority
New drugs and their closely-related compounds are being developed
rapidly in todays world. My job in HSA provides me with the
opportunity to learn new technologies and the challenge to keep
abreast of the latest developments in the eld of pharmaceutical
science. Being well-informed and equipped will enhance my
contributions to my team in safeguarding Singapore from any potential
adulterated or harmful medicines. I am proud to play my part in fullling
this mission.
22
NORHAYATI BINTE AWANG ALI
Senior Associate Executive
Singapore General Hospital
For the past years working in SGH, I am glad I was given many diferent
opportunities to develop and improve my service skills and work quality.
In addition, attending to patients/visitors and dealing with diferent
challenges have made me realise the importance of giving the best
service despite the difculties I face. Thus, helping others and putting a
smile on their faces gives me great satisfaction.
LOH WEI WEI, KELVIN
Senior Physiotherapist
Tan Tock Seng Hospital
The happiest people are those who put others above themselves.
As a physiotherapist, I have the opportunity to serve and care for my
patients and add value to their life through helping them to manage their
conditions and make positive changes. Never underestimate the diference
one can make in others. The patients recognitions, satisfaction and
support from colleagues have kept me going. My desire is to inspire the
younger generation of physiotherapists.
LIM KEOK PENG
Manager, HR (Development & Services)
Central Narcotics Bureau
EMPATHY is the word which I feel should always be in our minds when
we deal with customers. As HR practitioners, due to our HR background,
we sometimes overlook that HR policies are not as easily understood
by ofcers. Inevitably, there would be questions raised. Hence, we will
always try to put ourselves in their shoes and aim to understand where
they are coming from when they raise questions. Only with this in mind
can we then address their concerns. Although Im not an excellent
service provider, Im sure this little word of empathy will go a long way
in providing excellent service!
SHARMILA D/O KASINATHAN
Nurse Clinician
National University Hospital
To me, what matters most is providing service from the heart, without
expecting anything in return. From my nursing experience, I learnt that
the greatest sense of satisfaction and happiness comes from helping
someone who needs it. This learning journey was made possible with
the dedicated and supportive team at the National University Hospital
and National University Cancer Institute, Singapore, who are like a family
to me. I will continue to share my knowledge and life experiences with
younger nurses.
23
ANG-SIA ENG
ANG CHEE SENG
HELEN WONG
Customer Services Executive
Senior Customer Services Executive (Identity Card),
Citizen Services Centre
Assistant Duty Ofcer
Immigration & Checkpoints Authority
As a frontline ofcer, my job may be routine. It is my greatest pleasure
and satisfaction to turn a frustrated, disappointed and angry customer
into a satised customer and a complaint into a compliment. Customers
are pleased when we give them a listening ear and empathise with them.
My personal philosophy is, in whatever role you play, serve with pride, and
be committed, honest and sincere. Treat problems as a chance to grow
and gain exposure. See tasks as challenges and customer satisfaction as
rewards.
I strongly believe that I can make a diference if I am sincerely willing to
help others in need. Although I may not be able to help everyone, the
willingness to listen and share their concerns is vital in providing good
customer service. Do not give lip service. Once you have committed
yourself, you should never fail to do as promised. If you are unable to
assist your customers due to overriding factors, they will still be happy if
they can feel your sincerity.
The working environment at Changi Airport is challenging; we meet
the needs and expectations of travellers who come from all parts of
the world, yet enforce strict border security at the same time. Close
cooperation between the various agencies and stakeholders enables us
to efectively overcome these challenges. It is heart-warming to receive
smiles and gratitude from both internal and external customers alike,
which encourages me to continue to deliver top-notch service.
ABDUL GHANI BIN YUNOS
Assistant Duty Ofcer
I strongly believe that positive thinking allows me to provide excellent
service in my eld of work. In the face of new challenges, positive
thinking will not only make everyday experiences more pleasant but
will also help me cope better with stress from work. Positive thinking
also enhances my mental and physical health, motivating me to provide
better service for ICAs customers.
24
LTA JOEY TAY AI MENG
Medical Audit Team Leader, Medical Department
Singapore Civil Defence Force
Many years ago, one newly-recruited paramedic trainee reported to
work at my station in Woodlands and I asked her why she had wanted
to join SCDF. She replied that there was one incident in which she
witnessed a paramedic attending with great compassion and care to a
student who had fainted in her school, and that incident touched and
inspired her to pursue this career. That paramedic happened to be me.
SSG MOHAMAD FANDI BIN AB KAHAR
Section Commander
Giving does not mean losing. I believe in going that extra mile for others
in times of need as you never know when you will need the help of
others.
SSG MUHAMMAD ADIB BIN MOHAMAD SHAFIE MASKON
Section Commander
As a re rescue specialist in the SCDF, I feel a great sense of satisfaction
knowing that I am able to make a diference to someone elses life in my
course of work each day. It is especially motivating for me whenever I
receive compliments and encouragement from the public for the good
work that we do. The experiences at work have nurtured me with a
strong sense of altruism, spurring me on to always give my best towards
our life saving mission.
SSG ABIGAIL CHEN JIEYI
Paramedic Specialist, Jurong Fire Station, 4th Division
Service excellence is not only about having the skills and knowledge
to do your job well, but also about being a great listener. Concisely put,
one should listen to understand and not just to reply. Only then can you
truly identify and address the needs of the client/patient without bias.
25
SSG MUHAMMAD ADIB BIN MOHAMAD SHAFIE MASKON
MOHAMED IMRAN BIN MOHAMED YUSOP
Group Leader, Sengkang NPC, Ang Mo Kio Police Division
Singapore Police Force
The way is not in the sky, but in the heart. Together, we should dedicate
our lives for the betterment of humanity in the name of goodness, as
a human to another human. A small act of kindness will go a long way.
Always remember too, to live as though we will die tomorrow and learn as
though we will live forever.
MOHAMED IMRAN BIN MOOSA ISMAIL ARIFF
Investigation Ofcer, Airport Police Division
Possess a positive attitude and be professional. Often, people requiring
assistance from the police are distressed and emotional. Thus patience and
empathy is key to managing their emotions. I will allow them an avenue
to relate and listen to what they have to say, process the information
and thereafter come in with the appropriate advice to help resolve their
situations. This is how I try to turn negative emotions into positive ones,
and at the same time gain the trust of the public.
MUNIYANDI S/O PANDIAN
Group Leader, Sengkang NPC, Ang Mo Kio Police Division
As a police ofcer, I handle many cases. It is especially inspiring and
satisfying when someone comes up to you and thanks you personally
for changing him for the better. It shows that the Police Force not only
upholds the law, but also provides opportunities for someone to turn
over a new leaf.
MOHAMAD FARID BIN JAMAL
Neighbourhood Police Centre Ofcer, Bishan NPC,
Tanglin Police Division
I love what I do and I do what I love, and yes, that is how I have been
in the Police Force for more than 8 years. Every day, I look forward to
serving the community and country regardless of where and when I am
needed. Begin your day with a smile and I am sure it will be a good start
to providing excellent service.
26
LING GEOK WAH
Team Leader (Televisit), Prison Link Centre Changi
Singapore Prison Service
As a Prison Ofcer, I was given the opportunity to work at the Prison Link
Centre, Changi (PLCC). The PLCC is one of the satellite Prison Link Centres
(PLCs) and an interaction touchpoint with the inmates families. My role as
a Visit Ofcer in PLCC requires me to interact with family members from
diverse backgrounds. Despite the diversity, one thing in common is the care
and concern they have for their loved ones who are in prison. The presence
of such support warms my heart and touches me. Also, being helpful in
addressing their concerns and lending a listening ear when needed adds
meaning to what I do.
THANGIAH VASANTHIE
Individual Insolvency Administrator
Insolvency & Public Trustees Ofce
My experience administering bankruptcy cases for the past 15 years
has taught me a lot. Meeting people from all walks of life has helped me
gain insights to life as a whole. It is a fullling job as I get to help a lot of
people during the course of my work, especially when bankruptcy cases
under my responsibility obtain a discharge. I try to be objective and
empathetic, which helps me stay focused and be clear in what I wish to
achieve in my job.
ZAINURIAH BINTE MOHD SALLEH
Individual Insolvency Administrator
I enjoy helping people overcome their problems. Besides having
supportive team members, an environment that encourages good work-
life balance also inspires me to continue working in the Public Service.
In order to achieve customer service excellence, we will need to be
subject matter experts in our areas of work and be good listeners to our
customers. Moving forward, we will also need to be motivated at work to
be successful in our careers.
LIM CHWEE LEONG STEVEN
Senior Prison Ofcer
Superintendent 1 (Supt 1) Kelvin Hoo, who is the Superintendent of
Selarang Park Community Supervision Centre, inspired me to view every
person as a star who deserves to be given his chance to twinkle. His
philosophy is not to give up on any individual but to help each and every
one of them to be productive citizens. As a dedicated and professional
reintegration ofcer, I remember Supt 1 Hoos three Hs namely Head,
Heart and Hand. Through his sharing, I have learned to use my head to
think deeply on how to support ofenders in the programme, possess an
understanding heart towards my supervisees and deploy my hands to
enable my supervisees to successfully reintegrate into society.
27
ROBANI BIN AMIR
Acting Senior Executive
Intellectual Property Ofce of Singapore
Generally, I love to interact and communicate. What motivates me
to serve is the power to share and educate people about the services
and information my department has. It is a big bonus when people
appreciate my services.
What motivates me to continue with my work is the satisfaction of
making a diference for the people whom I serve, and knowing that I
have helped somebody.
LOH CHOY FUN, MAVIS
Executive, Customer Relations
Legal Aid Bureau
It is not easy being a frontline staf at the Legal Aid Bureau. Every day, due
to the nature of our work, I constantly deal with applicants with a variety of
problems. To me, this job is an opportunity to help someone in need. I am
passionate in what I do, because I believe that I can make a diference in
someones life. To be able to give hope and lift the spirits of the applicants
is the greatest satisfaction of my job. I am also truly fortunate to be
assisted by so many supportive colleagues my fellow customer service
ofcers or my superiors.
LIM WAN LOO
Registration Executive
Singapore Land Authority
Being able to resolve issues for members of the public is a motivating
factor for working in the Public Service. Witnessing the satisfaction
derived by a customer for the service I render inspires me to go the extra
mile. For instance, when a customer knocks on the wrong door, I feel
happy and satised when I am able to assist him by liaising with the right
department or people, and helping him resolve the issues raised.
NURHADIANA BINTE MOHAMED RAHIM
Acting Senior Executive
I remain motivated by reminding myself of the following: to treat
daily challenges positively and show empathy to our customers, that
everyone has their own story to share and that I am on a life-long
learning journey. The positive support from my bosses, teammates and
family spurs me to provide excellent service to our customers.
28
ROGER NG WAI HUNG
Senior Labour Relations Consultant/Conciliator
Ministry of Manpower
In my previous post as the Head of Industry Engagement, where I promoted
the employment rights of local low wage workers, and my current post as a
Senior Conciliator, where I provide mediation services for employees in their
employment disputes, I have had the chance to interact with many employees
and listen to their stories. From what they have shared with me, I now have a
better understanding of how employment disputes can adversely afect them,
threatening their livelihood, creating enormous emotional burden and placing
undue stress on their health. The gratitude and appreciation they have expressed
and the many thank you letters I received have motivated me to do my best
while resolving their employment issues with their employers. I feel privileged
to have the chance to assist these employees who needed my help and take
pride in providing speedy resolution to resolve their employment disputes. Their
smiles are my job satisfaction!
HARRY HO HIAN CHANG
Senior Executive Ofcer, Investigation and Compliance Department
Central Provident Fund Board
In my opinion, it is more than just a job; it is my way of pursuing my
passion which is to serve from the heart.
As with other jobs, there are obstacles and challenges. However, the
sense of satisfaction I get when I successfully recover CPF payments for
employees makes all those obstacles that I encounter worthwhile.
I feel proud to be part of the Public Service. This is how I make a
diference.
LIN YAN ER
Customer Service Executive, Woodlands Call Centre
For many of us, CPF forms an important part of our retirement savings.
It also provides us with savings for housing and healthcare. So whenever
I receive calls from members about death or medical related issues, I
actively listen to them and provide them with comprehensive and accurate
information to help them. The three principles of service excellence (active
listening, creating an informed customer and leaving a positive impression)
motivate me to serve them better.
IRWAN AWANG
Customer Responsiveness Executive
Ministry of Manpower
When dealing with employers who take issue with our foreign
manpower policies, apart from actively listening to their frustrations,
I will also try to explain the rationale of MOMs decision on their
contraventions. It is a matter of convincing them with patience and
empathy, and although we might not be able to meet their desires and
expectations, we need to reiterate to them that the policy is sound and
reasonable.
29
NOORSAIDAH BINTE HAJA MOHIDEEN
Career Consultant
Singapore Workforce Development Agency
Working with difcult clients is not easy. However, I take pride in
each small success that my clients achieve along the way. Through
encouragement and support, I help my clients overcome their barriers
and move them closer towards their journey of self-reliance. This
experience also serves as a constant reminder to me both at work and
at home to focus on my own journey to constantly seek improvement.
SAODAH BINTE ABDULLAH
Admin Executive
Agri-Food & Veterinary Authority of Singapore
I like customer service because I love helping people. Being consistent
in having good rapport with all customers, understanding their needs
and serving them with a sincere and caring heart is my motto in serving
customers. Though I may not be able to please everyone, I strive to
provide all my customers with professional, prompt and good services.
MICHELLE SOH AI LING
Senior Executive Assistant
Building and Construction Authority
I am passionate about my job and I believe in making a diference
by helping someone each day. When my team and I go the extra mile
to assist customers, it is rewarding to see how customers appreciate
the great customer service experience and benet from the efective
solutions we deliver. I am delighted that our work contributes towards
Building and Construction Authoritys initiatives to shape a future-proof
built environment for Singapore.
JOVIN TEO
Manager, Manufacturing & Construction Division
I feel proud to be a Frontline Industry Engagement ofcer in WDA. During the regular
outreach sessions and meetings, it is really heartening to have the industries show their
appreciation for the various manpower and training interventions by WDA. One of my
greatest achievements was to bring together various government agencies and Post-
Secondary Education Institutions to align their students Chemical Industry attachment
training with the Process Singapore Workforce Skills Qualications (WSQ) system. With
this alignment, students are more job-ready and this will reduce companies resources
in training them. In the near future, I will also be working with the Workplace Safety
and Health Council to transit their mandatory courses to Process WSQ to benet more
employees. I look forward to working alongside diferent stakeholders towards the
upgrading of our workforce.
30
HENG XI LEI IRIS
Senior Estate Manager
Housing & Development Board
Kindness is a language which the deaf can hear and the blind can see.
- Mark Twain
I believe that if we put in our best efort with our hearts and ofer
a listening ear, customers would realise our sincerity. Living out this
belief allows me to understand customers concerns to achieve the
best possible outcome. Never be discouraged when facing demanding
customers as they might surprise us with a simple word of appreciation,
which would make all our eforts worthwhile!
MAVIS NG
Senior Estate Executive
You never really understand a person until you consider things from his point of view...
Until you climb into his skin and walk around in it.
- Atticus Finch, written by Harper Lee in her book, To Kill a Mockingbird.
Customer service representatives are used to following the tried and tested course (i.e.
the standard run-of-the-mill procedures). They often do not listen to the customers
actual complaint. Representatives should avoid being mechanical and sterile in their
engagement with their clients and in their responses. They should listen to their clients to
try and come up with diferent solutions to help resolve their problems.
YEOW LAY KUAN
Senior Estate Manager
Housing and Development Board
One memorable event was when I handled a request for a transfer of at ownership due
to divorce. The case was challenging as it involved multiple parties the home owner, his
solicitor, his ex-wife and the relevant authorities.
I took nearly two years to resolve the case and throughout the episode, I had to
undertake many tasks beyond my job scope. I had to ensure that he had the nancial
capabilities to take over the mortgage loan for the at. Along the way, I had to deal with
his emotional state as it was a trying time for him. His ex-wife also made things difcult
by making demands for cash. This frustrated him further and he blamed his situation on
HDBs policy.
During this period, I ofered him a listening ear and also nancial counselling on his
various housing options. When the transfer of at ownership was successfully completed,
he was relieved and very grateful for HDBs help.
SUSIMARINA BINTE ROSLI
Customer Service Ofcer
Council for Estate Agencies
When I am faced with a difcult customer, I would always maintain a
positive attitude by lending him/her a listening ear. This would allow me
to understand the customer better. In addition, one important lesson
which I have learnt over the past three years is that one should never
take things personally even when a member of public berates you. There
is always an underlying explanation for the customers behaviour. As
long as a customer knows that you are sincere in helping them, they will
tend to be more receptive of your advice and assistance.
31
LAM TAI WEE
Higher Information Administrator
Urban Redevelopment Authority
I tell myself to always exercise patience in listening when serving the
public. Serving with sincerity and passion helps me deliver consistent
quality service to the public. When dealing with difcult situations, I stay
calm and polite, always empathising with my customers. Serving with
my heart has always been my guiding principle throughout my years of
service in URA.
DORIS LEE KEE HUAY
Assistant Manager, Social Service Ofce (Local Planning)
Ministry of Social and Family Development
My greatest motivation comes from the community partners I meet
and connect with daily. They inspire and encourage me to continue to
help those in need. It is an honour to work alongside them to make a
diference in the lives of others.
GERALDINE ANN NICOLETTE YANG
Psychologist
There are many ways to lead a meaningful life. For me, it is to take on
the challenge of journeying on this road less travelled - to be a woman
for others; others who experience lifes struggles and challenges. I believe
there is a reason and purpose for all experiences and situations that
come my way and that includes my being. When the going gets tough,
it is my spirituality and the support of (pun intended) my family that
rejuvenate me and best remind me of the need to persevere.
ENNA LAM SEE KEE
Ofcer / Parks
National Parks Board
With all my park visitors, I try to establish a professional yet personable
relationship with them. It is, after all, through them that I best learn how to
improve our parks in order to enhance the visitors experience. I am really
happy each time I see familiar faces among the visitors, because it means
that they had enjoyed the park and are back for more, usually with their
family and friends in tow to share the great experience.
32
NOOR AISHAH BINTE SYED AKBAR
Management Support Ofcer
To work hard and not to give up under any circumstances should
be the motto of our life; I shall try again and again, and I am bound to
succeed. There will be obstacles, but I have to defy the obstacles.
SALLY LUM HOI KUM
Management Support Ofcer
To be in the social service sector is about helping people and nding ways
to give them a good handle in life, so that they can move forward and
enjoy meaningful lives. It will therefore be a challenging journey. We have
diferent roles to play but we serve a collective agenda. So let us strive to
work together, supporting and encouraging one another so that we can
serve others well, and hopefully in that process nd meaning in it too.
CHONG WAN KEE
Environmental Health Executive
National Environment Agency
Being able to help the community improve the conditions of their general
living environment gives me a great sense of job fullment. I take pride
in performing my duties with a never-say-die attitude, no matter how
challenging or complicated the task on hand may be.
I always start of my day with a sense of optimism, and look forward to
resolving as many environmental issues as possible by working hand in
hand with the various stakeholders. With dedication and condence, I strive
to serve the public in a multi-faceted role as an advisor, problem-solver,
coordinator, active listener, educator or any other role where my knowledge
and experience can help overcome challenges.
KALA RUBY
Senior Probation Ofcer
Motivation, for me, is driven not just by passion and fullment alone
but also through enjoying every moment of what I do, as well as having
friendships and support. Its been wonderful to have found all these in one
place.
33
MOHAMED SHAH AL-NAWAZ S/O SYED ABU THAHIR
Environment Health Executive
It is the challenging situations and customers that help shape an ofcer.
Being rmly rooted to my objectives has enabled me to achieve my goals
at work.
RAHMAD BIN SIDEK
Manager
Difcult customers need a listening ear. Empathise with them. It is
perfectly normal for one to get angry when things go wrong. Use
phrases like I can understand why you are upset - Im sure I would be,
too. Do not interrupt customers who are venting their frustrations. Give
them your full attention and they will calm down. When the customers
have cooled down, start getting the facts. Use simple, direct and open
questions to get the customers to focus on the situation rather than their
emotions.
HAFIZAH BINTE ABDUL KARIM
Senior Technical Ofcer, Water Supply Network Department
PUB, The National Water Agency
Customers satisfaction motivates me and gives me a sense of
accomplishment. I strive to put myself in our customers situations so that
I can better understand their needs and take the necessary actions to help
them. It is important that we be patient in listening to our customers and
remain calm and professional in our conduct. I achieve a great sense of
fullment when our customers are happy with our service and when they
trust PUB to always give them our best customer service.
HELEN CHIA CHUEY CHUAN
Executive
Dealing with public feedback daily has made me learn to never take
them personally. Whatever happens has no bearing on who I am as
a person. Sometimes you just have to put aside your pride and the
temptation to tell the customers that they are wrong. Customers
arent always right, but we should make them feel like they are. Most
customers just want a listening ear. I am glad that I am able to provide
them this avenue, and empathise with them by putting myself in their
shoes. Having supportive bosses also helps to boost my condence and
morale in my work!
34
SHAMON BIN SABTU
Senior Technical Ofcer, Water Supply Network Department
It always brings me joy whenever our customers are happy with our
service. Their feedback and compliments often motivate me to serve
the public better. I am proud to be a part of the frontline crew of PUB,
where I can be the face of our organisation to our customers and be in
a position to enhance the customers perception of our organisation.
SHAMSUDIN BIN MOHAMED AMIL
Senior Technical Ofcer, Water Supply Network
Whether the issue is simple or complex, urgent or not urgent, I still
strive to serve my customers beyond their expectations in order to make
their day. The most satisfying part of my job is to see the smile on my
customers faces after I have helped them resolve their problems. Seeing
customers happy makes my day.
CHRISTINE LOW HWEE NGOH
Administration Executive, Bioinformatics Institute
Agency for Science, Technology and Research (A*STAR)
Teamwork divides the task and multiplies the success. This is denitely
not an individual efort to achieve good service; I am fortunate to have
a great team supporting each other. I know that I can focus on my
work and count on my team when help is needed; this motivates me to
continue serving.
MICHAEL LEE FEI XIANG
Senior Manager, Community Relations,
3P Network Department
A memorable event in my career would be the opportunity to be a part of
2014s organising committee for Singapore World Water Day. At the end
of the event, it was very fullling and gratifying for the team to see our
community partners give their very best to support the nations efort in
water conservation and keep our waterways clean.
35
TAN HWEE ENG
Administration Executive
Energy Market Authority
Every day, we should come to the ofce with a positive attitude and
mindset to assist our customers. As service staf, we must be prepared
to deal with challenges and unpleasant situations, even if it includes
having to face or answer unreasonable requests from customers. We
must know what the customers need and react promptly as much as we
can. Serving customers requires passion and a genuine heart to assist
them. We need to be compassionate, patient and empathetic.
KELINE KOH
Manager
International Enterprise Singapore
The greatest sense of achievement and satisfaction as an IE ofcer
comes from the success of companies that I have met and assisted
in their course of venturing overseas, and from their appreciation of
IEs work in supporting their internationalisation eforts. I have the
opportunity to make a diference to our Singapore-based companies
with the wide array of options from IEs suite of assistance.
CLARENCE TAN
Senior Manager (Manpower Development), Aviation Industry Division
Civil Aviation Authority of Singapore
As an industry development ofcer, I am given the opportunity to
engage various stakeholders with diferent interests and priorities.
Through these engagements, I was able to develop and implement
programmes to augment the aviation manpower landscape. The greatest
satisfaction comes when the programme is well-received by the industry
and job-seekers. It helps when my supervisor and Division Head are also
walking the talk. I feel privileged and honoured to work in CAAS where
one of the values is focused on the customer.
JIMMY LIM KWANG MENNG
Deputy Director
Agency for Science, Technology and Research (A*STAR)
lm very humbled by this honour to be recognised alongside my
fellow public ofcers serving in the frontline. Realising the full potential
in making a diference through our work is an inspiring journey for
everyone in the Public Service. For me, I see this award as a testimony
of A*STARs drive for excellence in engaging with our customers and
stakeholders.
36
ADHAM YUNOS
Senior Principal Executive Service Ofcer
Land Transport Authority
I am grateful to be part of a team of ordinary people with extraordinary
mindsets. They have helped me tremendously by providing me with the
resources and support to do my work. They have earned the trust and
appreciation of our stakeholders through their service excellence. My
teams dedication and professionalism truly motivate me to continue
serving.
MUHAMAD SHAHIFUL BIN MAHMOOD
Principal Engineering Ofcer
There has never been a dull moment throughout my 14 years of service
in the LTA. I derive a great sense of fullment and pride when I see my
eforts beneting road users, especially the vulnerable such as school
children, the elderly and the disabled, and knowing that I made a
diference to their lives. And when I get compliments from appreciative
members of the public, it spurs me on to continue giving the best service
that I can.
SHARON NG GEOK LENG
Administrative Ofcer
My approach is to always stay calm, be tactful and above all, be an
empathetic listener. This approach has often enabled me to resolve the
issues of difcult customers and win them over. When that happens, their
relief and words of appreciation really motivate me to go the extra mile and
help all my customers the best that I can.
LEONG CHARN FONG
Senior Air Trafc Control Ofcer
I have spent 38 years of my life in the world of air trafc control (i.e.
since 2nd January 1976 in Paya Lebar Airport under the Department of
Civil Aviation, to Changi Airport under the Civil Aviation Authority of
Singapore). What a journey! I must say that I enjoy every minute of it. I
am sincerely honoured to be receiving this award and thankful for it.
37
SANJIT SINGH GILL S/O SAJAN SINGH
Senior Port Inspector Grade 2
Maritime and Port Authority of Singapore
The best advice I can provide for excellent service is to serve others
with sincerity and to have empathy. I always ask myself, Is that how I
would want to be served?
I feel that its about putting yourself in the other partys shoes, and
trying your best to see where you can help address any concerns.
CAPT. YAP POH HONG, CHRISTOPHER
Senior Watch Manager
Delivering good service consistently to the customers on a daily basis
requires a strong service culture to make it work. I am glad that the
MPA has embraced Service Excellence as one of the corporate values
and I have lived it. To begin with, we need to look after our staf, and
they will look after our customers. For example, during the course of
my work as a supervisor, I make sure that my staf are fairly treated and
given the necessary support to enable them do their job efciently. To
me, nothing is more satisfying than seeing a happy co-worker and a
happy customer.
JERRY TAN
Senior IT Project Manager
Prime Ministers Ofce
Ensuring that our leaders are able to perform their jobs smoothly without
worrying about IT-related matters gives me tremendous satisfaction. My
team and I are always ready and available at all times to assist them. My
team deserves a special mention as well for the professional work that
they do on a daily basis.
STEVEN OH
Assistant Manager, Parking Enforcement
I love meeting people from all walks of life to understand their needs
and help them resolve their problems. Managing parking issues can be
challenging and stressful at times, but the feeling of accomplishment far
outweighs the stress. I am very fortunate to enjoy the support of my team
members who are really customer-focused and dedicated to keeping our
roads safe.
38
KEE ZHONG WAI
Special Investigator
Corrupt Practices Investigation Bureau
My career in law enforcement has moulded my principles in life. I stand by
the 3 Ps- Prepare for the worst, Plan for the future and Persevere when the
going gets tough. I strongly believe that at all times and especially during
times of need, the Public Service must be able to serve and live up to the
highest standards expected of public servants.
AMANDY TAN
Senior Executive (Procurement)
Public Service Division
I think customers will feel that you are genuine in wanting to help them
when you serve from your heart. There are times when we would not be
in our best form as we encounter problems at work or at home, but I will
remind myself that it is my job and my customers need my help. That is
how I work to provide excellent service.
PHILIP WONG
Assistant Executive (Secretariat), PSC Secretariat
What motivates me to serve is my belief that what I am doing can help
make a diference in the life of another person. Every task completed
at work means that I have helped another colleague meet a project
deadline, understand the procurement procedures, and gain useful
insights that could help him or her at work. It also helps that I enjoy my
work and I have supportive colleagues.
CHAN JIAN YUN
Special Investigator
It is important to be a good listener and empathise with the person in
need of help. Even if the issue at hand may not be under your purview,
take your time to listen and put yourself in the shoes of the person. Only
when you have fully understood the persons issues can you give a good
piece of advice.
Award
Service is a relationship that goes both ways. The
PS21 Star Customer Award recognises members
of the public who have given back to make
Singapore a better home for fellow Singaporeans.
Their examples show us that we are strongest
when we work together as a community.
PS21
CUSTOMER
STAR
40
LOH WAN HENG
Nominated by the Singapore General Hospital
It is important to develop a partnership approach, to provide
better quality care to cancer patients and improve healthcare
services in general. Public agencies must be willing to actively
engage with the customers, and must be encouraged to have an
open and receptive environment to establish a connection with
customers, in order to identify their customers needs. Together,
we can make the Public Service a more exible, people-friendly
and efcient place for all.
ANTHONY AU HIM LEONG
Nominated by the Singapore Police Force
I am grateful to be nominated by the Singapore Police Force
(SPF) and honoured to receive the award. I have always felt that
it is important for the public to assist and provide the police
with timely and relevant information, when required, to support
their investigations. On the same note, I hope to see continued
close collaboration and cooperation between the public and
various public agencies to make Singapore a better and safer
place to live in.
ABDUL HAMID BIN ABDUL RAZAK
Nominated by the Singapore Workforce Development Agency
I rst approached the Singapore Workforce Development
Agency (WDA) to upgrade my skills and provide a better
future for my family. After completing the courses, my
company promoted me to the position of a Security Operations
Executive, and provided me with a car and handphone. It was
tough to work and study at the same time, but my daughter
was my inspiration. I am happy that I can now provide a brighter
future for her. I am appreciative of how WDA has helped me.
That is why I am now sharing my story to inspire others too.
41
SANIAH BINTE RASBAN
YEO CHWEE FONG
Nominated by the Peoples Association
A strong partnership between the community and the
Singapore Police Force (SPF) is critical in anticipating,
detecting, reducing, and preventing crime in our
neighbourhood. The community serves as an invaluable
extension of the SPF that can help our police ofcers achieve
much more than would otherwise be possible. Regular
engagement, timely communication, sharing of information and
adequate brieng/training will enable the community to help
the SPF in achieving our common goal sustaining Singapore
as a safe and secure home for our families.
Years spent in the sphere of health service have inculcated in
me the fervent belief of ofering the all-important human touch
when interacting with people. The Peoples Associations (PA)
focus on outreach and engagement through active ageing has
provided me with the opportunity to contribute back to society,
by volunteering and looking after seniors through the Wellness
Programme at the Paya Lebar Wellness Centre. PAs openness in
soliciting constructive feedback and sincere desire to improve is
crucial in the continuous process of providing excellent service
to our community.
PUBLIC SERVICE
Awards
ACHIEVEMENT
MILESTONE
DISTINGUISHED
PREMIER
The Public Service Awards are accorded to public agencies
that have achieved comprehensive business excellence. These
agencies have attained a cluster of business excellence standards
administered by SPRING Singapore, anchored in the Singapore
Quality Class (SQC) or Singapore Quality Awards (SQA).
SQC is the certication for organisations that have achieved the
Business Excellence Standard, and serves as a national recognition
of organisations that have adopted systems and procedures to
achieve all-round business excellence.
SQA is the premier national award for organisations that
have attained the Business Excellence Standard, and whose
management systems and processes have achieved outstanding
degrees of business excellence at all levels.
Organisations can also strive for the Niche Excellence Awards:
People Excellence Award and Innovation Excellence Award.
All ministries, statutory boards, autonomous departments
including schools, SAF units and Organs of State, are eligible for
the Public Service Awards.
Award
PREMIER
The most prestigious of all public service
awards, the Public Service Premier Award
is given to agencies that have distinguished
themselves by meeting the qualifying
standards of SQA and 4 Class-level standards.
Alternatively, winners could have achieved a
combination of SQA with any Niche Excellence
Award and any 2 of the Class-level standards,
or SQA with Special Commendation. The award
is made in recognition of the recipient agencys
continuous endeavours to achieve and maintain
supreme levels of Organisational Excellence.
Public Service
44
BUILDING AND
CONSTRUCTION
AUTHORITY
The Building and Construction Authority (BCA)
champions the development of a future-ready built
environment for Singapore.
In line with the national agenda of achieving
energy efciency, BCA, is taking the lead in the
green building movement with our Green Building
Masterplan to tackle global environmental concerns.
Strong collaboration with government agencies
and stakeholders saw the development of resource-
efcient new buildings and providing best solutions
to retrot existing buildings. The public sector is also
taking the lead to achieve the highest Green Mark
Platinum ratings for public buildings.
An increasingly important challenge for BCA is in
enhancing the accessibility of the built environment
to cater to an increasingly aged population, people
with diferent mobility needs and families with
young children in supporting the Governments pro-
family policy and emphasis on inclusive society. To
raise productivity for sustained economic growth,
BCA champions productivity improvement in the
construction sector. BCA chaperons rms in their
productivity journey, and administers incentive
schemes to encourage technology adoption,
manpower development and capability building.
In engaging our stakeholders, BCA adopts a
citizen centric approach. We actively involve and
gather feedback from the public and industry
when formulating policies and strategies. We also
continually benchmark our key strategies and
processes against international and local best
practices.
Over the past few years, BCA has attained many
awards and accolades at both international and
national levels, in recognition of our achievements
and contributions. BCA is honoured to receive the
prestigious Singapore Quality Award (SQA) in 2013.
However, the Business Excellence (BE) journey
is not just about winning awards. Embarking on
the BE journey enables us to progressively attain
higher standards and transform ourselves into an
organisation of excellence that all of us can be proud
of. We will continue to strive towards greater heights
of organisational excellence and making our built
environment future-ready.
BCA ofcers conducting safety checks BCAs Service Commitment: We deliver
efective solutions through C.A.R.E.
BCAs Annual Innovation Convention
BCAs Annual CSR Day
45
LAND
TRANSPORT
AUTHORITY
The Land Transport Authoritys (LTA) roles
have evolved over the years. We have worked
continuously to improve our land transport
infrastructure in Singapore from mega projects
like new train lines and expressways, to the smaller
but no less important touches like ceiling fans at
stations.
Our refreshed mission is Connecting people and
places, Enhancing travel experience. This directs
our focus to our customers and their mobility
needs. Users are at the heart of our transport
system and LTA plays a proactive role in delivering
a holistic travel experience to make every journey
smoother, swifter and safer for all.
To achieve these goals, LTA works closely with
our key stakeholders and customers. As part
of our public education efort to improve travel
experience, LTA ran the Graciousness on Public
Transport campaign, which received the Marketing
Magazines Loyalty & Engagement Award and
Marketing Excellence Award in 2013.
LTA also involved many commuters when
developing the Land Transport Master Plan 2013
(LTMP). Designed with our people in mind, the
LTMP identied three aspects of travel valued by
commuters More Connections to places of work
and play; Better Service in terms of reliability,
comfort and convenience of all transport modes;
and Liveable and Inclusive Community. From now
to 2030, LTA will be rolling out these plans in our
communities and, together, we will make our vision
come true.
PM Lee Hsien Loong with LTA staf at the Opening of the Downtown Line
Award
DISTINGUISHED
This is awarded to agencies that have obtained
SQA and any 2 Class-level standards, or SQA
and any of the Niche Excellence Awards.
Public Service
47
DISTINGUISHED
INLAND REVENUE
AUTHORITY OF
SINGAPORE
Inland Revenue Authority of Singapore (IRAS)
collects taxes amounting to about three-quarters
of the Government Operating Revenue that
provides the resources for Singapore to grow its
economy, safeguard its security and stability, and
build a cohesive and inclusive society. We aspire
to be the leading revenue authority in the world to
bring greater value to our nation and community.
We put our customers at the heart of all we do,
and work hard to make tax-paying simple and
pleasant. We focus on the needs of our taxpayers
and provide excellent service to encourage the
majority to voluntarily le and pay their taxes on
time. Through these eforts, we lower compliance
costs for taxpayers and keep the cost of tax
collection low. We believe that having a high level
of voluntary compliance is, in the long run, the
only sustainable hallmark of a world class revenue
authority.
We use Business Excellence as a tool to
benchmark ourselves in our pursuit of excellence.
As a dynamic team of competent and committed
people, we take pride in what we have achieved
and will continue to pursue the highest standards
so that we can serve our community with
excellence and distinction.
Excellence in Tax Administration
48
Public Service
Award
ACHIEVEMENT
Agencies conferred this award have made
marked progress in achieving a higher level
of Organisational Excellence. They would
have done so by meeting the qualifying
requirements of SQC and 4 Class-level
standards, or a combination of SQC with any
2 of the Class-level standards
49
HEALTH SCIENCES
AUTHORITY
The Health Sciences Authority works towards protecting and advancing national health and safety
Apart from being accredited under the Singapore
Laboratory Accreditation Scheme (SINGLAS), HSA
has also received professional endorsements and
accreditations for its blood transfusion, tobacco
regulation, forensic medicine and forensic sciences
capabilities from various established global
agencies.
For organisational excellence, HSA has achieved
the following:
People Developer (since 2002)
Singapore Innovation Class (since 2003)
Singapore Family Friendly Employer Award
(2004)
Public Service Award for Organisational
Excellence (2006)
ISO 9001:2000 / ISO 9001:2008 - Information
Management Department (since 2007)
Singapore Quality Class (since 2009)
Public Service Milestone Award (2010)
Singapore H.E.A.L.T.H. Platinum Award (2012)
Singapore Service Class (since February 2014)
Singapore Quality Class Star (since February
2014)
The Health Sciences Authority (HSA) was formed
on 1 April 2001 as a statutory board of the Ministry
of Health. Its vision is to be the leading innovative
authority protecting and advancing national
health and safety. The scope of HSAs work spans
a wide spectrum of scientic and professional
functions. It is the national regulator for health
products; it secures the national blood supply
through its operation of the national blood bank
- Bloodbank@HSA; and it represents the national
expertise in forensic medicine, forensic science
and analytical chemistry testing capabilities. These
support other regulatory and compliance agencies
in the administration of justice and in safeguarding
public health.
HSAs competencies have been recognised by
international bodies such as the World Health
Organisation (WHO). Its professional groups have
been identied as WHO Collaborating Centres in
the following core areas of expertise: Transfusion
Medicine, Drug Quality Assurance, Food
Contaminants Monitoring and Tobacco Testing and
Research.
50
MINDEF CORPORATE
SERVICES DEPARTMENT,
DEFENCE MANAGEMENT
GROUP
MINDEF Corporate Services Department (MCSD)
provides centralised corporate services for
MINDEF departments in the areas of nance,
procurement, registry and IT support. MCSD
also drives corporate communications and
information management for MINDEF and the
Defence Management Group. By bringing together
common corporate functions across MINDEF, we
are able to realise synergies and achieve higher
operational efciency. At the same time, it allows
MINDEF departments our customers to better
focus on their core business operations.

To ensure that we are able to consistently provide
quality customer service all year round, we build
our systems, processes and practices around our
core customer-focused values of professionalism,
innovation and integrity. This has enabled us
to achieve a high level of service standard
performance and customer satisfaction over the
years.

We are honoured to receive the Public Service
Achievement Award 2014. This marks an important
milestone in MCSDs journey of organisational and
service excellence, as we move towards our vision
of becoming a centre of excellence for corporate
services.
MINDEF Corporate Services Department
A Member of DMG
51
MINDEF SCHOLARSHIP
CENTRE, DEFENCE
MANAGEMENT GROUP
MINDEF Scholarship Centre (MSC) was established
on 3 November 1999 as a one-stop information
and liaison centre to assist prospective scholars on
all matters pertaining to the premier MINDEF/SAF
Scholarships. MSCs mission is to enable MINDEF
and SAF to have motivated professional people
through efective recruitment and management.
Our vision is to be the leading centre for MINDEF
and SAFs premier scholarships, delivering quality
service and positive experience. MSC takes pride
in providing professional advice and administrative
support so that our scholars can focus on their
studies.
Today MSC has attained the Singapore Quality
Class (Star), People Developer, Singapore
Innovation Class, Singapore Service Class and
ISO 9001 standard. MSC is committed to serving
our people. Being conferred the Public Service
Achievement Award serves as a good recognition
and strong motivation for our continuous eforts in
ensuring organisational and service excellence.
52
PAYA LEBAR
AIR BASE, RSAF
Paya Lebar Air Bases (PLAB) mission is to
generate and sustain efective, timely and robust
air power to achieve the SAFs mission. Subscribing
to our motto Strength through Readiness, PLAB
has consistently maintained our high operational
readiness to excel in all the diverse roles that PLAB
is called upon to deliver. These include hosting of
Foreign Defence Forces and dignitaries as well as
supporting of humanitarian aid and disaster relief
eforts to the international communities when
called upon.
Despite our high operational tempo, PLAB
has embraced the Organisational Excellence
framework with the belief that it will strengthen
our operational capabilities and contribute towards
mission success. This culture of continuous
excellence is achieved through clear commitment
and efective communication by our leaders. The
attainment of the Public Service Achievement
Award is yet another reafrmation of PLABs
strong spirit and excellence in 7EAM PLAB, and our
drive towards continuous improvement.
53
REPUBLIC
POLYTECHNIC
Republic Polytechnic (RP) is the rst educational
institution in Singapore to leverage the Problem-
based Learning approach for all its diploma
programmes. Established in 2002, it has six
schools and two academic centres ofering thirty-
nine diplomas in Applied Science, Engineering,
Enterprise and Communication, Events and
Hospitality, Infocomm, Sports, Health & Leisure,
and Technology for the Arts.
RP is committed to nurturing innovation and
entrepreneurial learning in an environment that
develops problem-solving skills and lifelong
learning opportunities. Its holistic and industry-
relevant curriculum prepares students to enter the
workforce and take on meaningful roles in society
as problem solvers, respected professionals and
passionate citizens. Through service learning trips
locally as well as overseas, students also enrich
their learning experiences outside classroom,
and are encouraged to make a diference to the
community even after they graduate.
RP embarked on its organisation excellence
journey shortly after its inception in 2002 to ensure
its learning and working environment remains safe,
progressive and conducive for students and staf.
Its commitment and eforts have been recognised
over the years through various international and
national accreditations, such as:
4-in-1 Business Excellence certifcates for
Singapore Quality Class STAR, People Developer,
Innovation Class and Service Class
Quality, Environment, Health & Safety System
(ISO9001, ISO14001, OHSAS 18001)
Business Continuity Management (ISO 22301)
BCA Green Mark Platinum Award
Work-Life Excellence Award
Singapore HEALTH Platinum Award
Singapore Human Resource Award
RP students embracing the One-RP spirit
RP students having a lively discussion on campus
Tackling real world problems in class using RPs Problem-based
learning pedagogy
54
SUPREME
COURT
The Supreme Court of Singapore, comprising
the Court of Appeal and the High Court, strives
to establish and maintain a world-class judiciary,
with the overall mission to superintend the
administration of justice.
We achieve this through maintaining integrity and
independence, where public trust and condence
in the Supreme Court rests on its integrity and
transparency of its processes. We strive to deliver
quality public service by adopting a customer-
focused approach to services to meet the needs
of court users. We also seek to continually improve
ourselves and our processes through learning and
innovation.
Awards Attained:
Singapore Quality Class (SQC): The Supreme
Court was awarded the SQC Star Award in 2009
and 2013. The Supreme Court attained the SQC
in 2000, 2003 and 2006.
People Developer Standard (PDS): The Supreme
Court was conferred the People Developer
Standard (PDS) in 1999 and was re-certied in
2002, 2005, 2009 and 2013.
ISO 9001:2008: The Supreme Court was awarded
the ISO 9001:2008 certication in 2010 and
2013. Prior to the conversion of this standard in
2008, the Supreme Court was awarded the ISO
9001:2000 certication in 2001, 2004 and 2007.
Singapore Innovation Class: The Supreme Court
was awarded the Singapore Innovation Class in
October 2004 was subsequently re-certied in
2007, 2009 and most recently in 2013.
Singapore Service Class: The Supreme Court was
awarded the Singapore Service Class in October
2013.
The Supreme Court strives to deliver quality public service to meet the
needs of court users.
Supreme Court building
55
VITAL
Vital, a department of the Ministry of Finance, was
set up in 2006, as part of the public services efort
to aggregate common administrative services and
reap economies of scale to bring about greater
business value for the whole of Government. It
is a captive shared services centre which serves
more than 100 Ministries, Departments, Organs of
State and Statutory Boards. Vital supports public
agencies back-of-house nance, human resource,
and payroll and claims services, amongst some
600 lines of services. Annually, over a million
transactions pass through Vital as the gatekeeper.
Over the past seven years, Vital has made
positive steps to rally its customers to optimise
resources, focusing on increasing productivity
and achieving streamlined standardisations
through its improvement processes. Vital seeks
to deliver and create value and drive solutions
through innovation, change management and lean
methodologies. A people-centric organisation,
Vital believes in the importance of its employees in
leading and driving superior service delivery and
fullling its mandate, and has therefore invested
heavily on their continued development and
retention.
Vital has come a long way since its attainment of
the ISO 9001 certication and garnering numerous
awards such as the Singapore HR Awards
and the Asia Pacic Shared Services Awards.
The attainment of the 4 Business Excellence
Certications lays a strong foundation for Vital to
achieve its Vision of being a World Class Shared
Services Partner and a Vital Catalyst for Change.
This demonstrates its core values of passion for
excellence, professionalism with integrity, caring
team, and catalyst for change.
Backed by a strong Family@Work culture, we will
continually build on our people, structures and
systems, to enhance customer experience and
better ourselves along this journey.
56
Award
MILESTONE
The Public Service Milestone Award is presented
to agencies that attained an important milestone
on the road to excellence by having achieved the
qualifying criteria of SQC together with any 2 of
the Class-level standards.
Public Service
57
ACCOUNTING
AND CORPORATE
REGULATORY
AUTHORITY
The Accounting and Corporate Regulatory
Authority (ACRA) is the national regulator of
business entities and public accountants in
Singapore. We seek to ensure a transparent
and trusted business environment, safeguarded
by a public audit process that is rigorous and
impartial. This provides assurance to investors and
shareholders alike.
As public expectations grow and business needs
become more complex, it is more pressing than
ever that we deliver customer-centric services. To
stay globally relevant and competitive, we must
also foster a culture of innovation and service
excellence.
For ACRA to make a positive diference to our
customers and to the business community, our
people are a critical talent and resource. With
our dedicated, engaged and adaptable ofcers,
ACRA has retained the People Developer (PD)
and Singapore Quality Class (SQC) certication
achieved in 2004 and 2008 respectively and
maintained the ISO 9001 quality management
system since 2001. In 2012, ACRA reached a new
level of business excellence when it was awarded
the Singapore Quality Class (SQC) Star. The
following year, ACRA was conferred the Singapore
Service Class by SPRING Singapore in recognition
of its performance at the Singapore Service
Excellence Medallion.
ACRA is honoured to receive the Public Service
Milestone Award. This accomplishment will spur
us on in our continuous pursuit of organisational
excellence.
ACRA reaching out to new and aspiring business owners through regular ACRA@The Heartlands public talks
58
DEFENCE
MANAGEMENT
GROUP
The Defence Management Group (DMG) is
responsible for upholding good governance and
ensuring efective use of resources in MINDEF/
SAF for the defence of Singapore. Being entrusted
with a sizeable amount of public resources, DMG
is committed to continuously strengthen our
management systems and processes for higher
performance, and achieve higher productivity and
improvements through innovation.
In 2013, DMG was conferred the Singapore Quality
Class (Star), People Developer and Singapore
Innovation Class. These achievements and the
Public Service Milestone Award are a recognition
of DMGs commitment towards excellence as well
as a motivation for our people to strive towards
our vision Pinnacle of Excellence in Defence
Management, powered by a team of Dynamic
Professionals.
59
NAVAL PERSONNEL
DEPARTMENT,
RSN
Naval Personnel Departments (NPD) mission is
to recruit, engage and develop our Navy Family
to meet organisational needs and realise our
peoples potential. Our vision is to be a trusted HR
Department, providing positive experiences for
our People in a World Class Navy. Driven by our
PEOPLE-centric values (Professionalism, Empathy,
Open Communication, Partnership, Lifelong
Learning, Excellence in Service), NPD continuously
strives to nurture well-developed and committed
servicemen to meet the Navys operational needs.
NPDs success in achieving the Singapore Quality
Class, People Developer and ISO 9001 Standard
would not have been possible without the
unequivocal support and commitment of our
Heartware our NPDians. We will continue to sail
forward and work as a team to preserve the strong
culture of excellence in NPD.
60
The Best Practice Awards recognise agencies that have
implemented innovative and efective practices or
programmes in areas that are important to the Public
Service, and to support the identication and sharing of
best practices among the Public Service.
There are six categories for the Best Practice Awards,
which are open to all Ministries, Statutory Boards (SB),
autonomous departments (including schools and SAF
Units), and Organs of State.
Award
PRACTICE
BEST
ORGANISATION DEVELOPMENT
STAKEHOLDER COMMUNICATIONS
& ENGAGEMENT
INTER-AGENCY COLLABORATION
SERVICE DELIVERY
RESOURCE MANAGEMENT
REGULATION
61
To recognise inter-agency collaboration
initiatives which reected a sustained and
institutionalised approach to collaboration.
COLLABORATION
INTER-AGENCY
Award
PRACTICE
BEST
62
AGRI-FOOD &
VETERINARY
AUTHORITY OF
SINGAPORE
A(VA) for Animals
While it is clear to us as public ofcers where
the expertise of our respective agencies lie, it is
not always clear to members of the public when
confronted by a surprise animal issue, exactly
which agency to call. This not only leads to
confusion, but also precious time lost in ensuring a
speedy response to solve the publics problems.
To achieve better inter-agency collaboration on
animal-related issues, the Agri-Food & Veterinary
Authority of Singapore (AVA) took on the role of
First Responder for all animal-related issues since
1 March 2012. This meant that AVA would take the
lead in coordinating and collaborating with other
agencies to address and respond to the members
of public.
Dr Wong Hon Mun, Group Director, Agri
Establishment Regulation Group, said, Grassroots
organisations and the public now only need to
contact AVA, if they have an animal-related issue
but are not sure which agency it comes under.
Hence, instead of being sent on a merry-go-
round from one agency to another, the publics
experience in dealing with public agencies is now
greatly improved. This also reduces lapses in
service delivery.
In cases where the ownership of the issue was
unclear, AVA also stepped forward to conduct
initial surveillance and facilitate a resolution.
For example, AVA was alerted to a case of bees
invading a private residence area where the
location of the hive was yet to be determined.
Before the First Responder Protocol was
established, the location of the hive would
determine the party responsible for removing
the hives: if they are in the parks NParks; public
area NEA; or residents home - owner to hire
pest control company. In this instance, after AVA
determined that the hive was in a public area,
our ofcers worked with NEA to have the hive
promptly removed.
The publics recognition for what AVA had done
was clear AVAs Animal Response Centre had
since recorded a spike in the number of cases
of feedback handled. In 2013, a total of 16,800
pieces of feedback came in, which represented a
115% increase from the 7,800 pieces of feedback
received two years ago, before AVA took on the
role of First Responder.
Learning Point
The Singapore Public Service introduced the No
Wrong Door policy in 2004. If an agency receives
a public query that is not under its charge, it must
identify the right agency to look into the issue,
and help to coordinate a response. To better
address service gaps and improve public service
coordination, Public Service Division introduced
the First Responder Protocol and AVA took on
the role to coordinate and liaise with all relevant
agencies on animal-related issues, and front the
reply to the feedback provider.

63
BUILDING AND
CONSTRUCTION
AUTHORITY
Greening the Nation
Is your ofce starting to look green? If thats the case,
you may be working in one of the many public agencies
that had been collectively setting for themselves higher
sustainability standards for public buildings, in a Whole-Of-
Government (WOG) efort.
This is part of the Public Sector taking the Lead in
Environmental Sustainability (PSTLES) initiative, which
aimed to grow the number of environmentally friendly
buildings in Singapore, starting with government buildings.
Through PSTLES, the Building and Construction Authority
(BCA) has been spurring leadership in the public sector
by encouraging public buildings to serve as sustainability
models for the private sector. Mandatory Platinum and Gold
Plus Green Mark ratings were set for larger sized existing
and various upcoming public sector buildings respectively.
BCA also played a part in coordinating the collaboration
among various public agencies, including the Ministry
of National Development (MND), Ministry of Finance
(MOF), Housing & Development Board (HDB), National
Environment Agency (NEA), and Urban Redevelopment
Authority (URA). For example, BCA worked with MOF
to provide incentives to support private retrots beyond
minimum standards; with URA to provide Bonus GFA as
incentives to developers; with the Land Transport Authority
and JTC Corporation to develop Green Mark (Rapid Transit
System) and Green Mark (District) respectively.
Key outcomes included seeing all public sector agencies
raising the indoor temperature of their air-conditioned
premises to be at 24C or higher, and achieving energy
savings. HDB, the National University of Singapore and
Nanyang Technological University had also gone beyond the
call of duty and were awarded as Green Mark Champions.
BCA also co-led a working group with NEA, to actively
engage various agencies so as to raise awareness on energy
efciency, share best practices, and advise on the selection
of value-for-money green initiatives and features. To
ensure end users were educated on sustainable living, BCA
engaged the educational institutions to educate students
and staf about sustainability.
Mr Tan Tian Chong, Group Director, Technology Division,
said, BCA has worked with various government agencies
to develop and rene the Green Mark criteria as well as help
to raise awareness of the green building sector both locally
and internationally. It adopts a WOG approach in working
with other government agencies to green all public spaces,
be it government ofces, public residential developments,
road infrastructures and the integration of green spaces into
other aspects of urban development.
Seven years after the rst Green Building Masterplan was
rolled out, the number of green building projects had grown
from 17 in 2005 to more than 1,830 today, covering over
a fth of Singapores total gross oor area, which was an
achievement in land-strapped Singapore.
Greening our buildings not only helped to ensure our
islands sustainable development and preserve our quality
of life, there were also near term benets to be reaped from
these collaborative eforts.
For example, Green Mark certied buildings in Singapore
had achieved cumulative energy savings of about 3 billion
kWh, equivalent to savings in energy costs of close to $750
million. Existing buildings retrotted for energy efciency
and achieving the Green Mark certication also stood to
enjoy an increase in capital value of about 2.3%.
Learning Point
Through continual open engagement with fellow public
agencies, BCA customised Green Mark schemes to enhance
the environmental performance for a variety of facilities and
infrastructure. For example, BCA partnered IDA to develop
the Green Mark for Data Centres and NParks for Green Mark
for Parks, with each Green Mark project tailored to suit the
specic requirements of each area.
64
MINISTRY
OF DEFENCE
Working Together to Keep Our Waters Safe
Drawing upon the expertise of a team of permanent
staf and seconded ofcers from ve national maritime
security agencies, the multi-agency Singapore Maritime
Crisis Centre (SMCC), which comprises the National
Maritime Sense-making Group and the National Maritime
Operations Group, was set up to keep our Singapore
waters safe.
Overseeing the work of SMCC, the Ministry of Defence
brought together the Republic of Singapore Navy,
Singapore Police Force, Maritime and Port Authority of
Singapore, Immigration and Checkpoints Authority, and
Singapore Customs, to jointly detect and deter maritime
security threats as early and as far away from Singapore
as possible.
In addition, SMCC draws upon operational linkages with
more than 40 national agencies, and international and
commercial stakeholders to enhance its detection and
evaluation of maritime security threats.
As part of its work, SMCC coordinates deterrence and
preventive operations to limit the operating space of
potential perpetrators. When the need arises, preventive
operations have also been launched to contain the
threat.
Under SMCCs guidance, a set of Standard Operating
Procedures was set up to integrate operational
planning across the various national agencies. Inter-
agency processes to guide Incident Managers and the
supporting agencies in developing their operational
plans to meet time-critical and complex scenarios were
also developed.
The diverse background of its group of ofcers also
means that SMCC extends its inuence beyond the
boundaries of maritime security into adjacent land and
cyber security domains. Cross-domain info-sharing
has, for instance, resulted in SMCC and the Infocomm
Development Authority alerting each other to threats
and vulnerabilities in their respective domains, enabling
each agency to subsequently take appropriate and
necessary action.
Learning Point
By bringing together and leveraging the strengths and
resources of various maritime security agencies, SMCC
has achieved Comprehensive Maritime Awareness and
greater maritime security for Singapore. While maritime-
specic issues are the primary concerns of SMCC,
well-designed multi-agency outts play a critical role in
forging closer ties between government agencies and
the community, and operating decisively in a constantly
evolving threat environment.
65
ORGANISATION
DEVELOPMENT
Award
PRACTICE
BEST
To recognise organisations that demonstrated the
use of OD principles, including taking a systems view,
understanding of behavioural process and emphasis
on humanistic behaviour in coming up with quality
solutions to achieve success.
66
PUB,
THE NATIONAL
WATER AGENCY
Be the Collective Change You Want to See
While it would have been easy to simply brief and
cascade information in a top-down manner, PUB, The
National Water Agency, chose to involve and engage
staf in its transformation journey.
Titled Project 117: 1 Core Purpose, 1 Vision, 7 Values, this
change conversation had three crystal clear objectives
to engage staf as part of the change. Firstly, Project
117 hopes to reafrm the organisations core purpose as
an anchor for stability amidst change; secondly, build a
strong shared vision of the future; and lastly, commit to
be the change they want to see and live by the values
they identied.
Project 117 was carefully designed to garner support
and commitment from PUBs ofcers by tapping on
key principles such as respecting opinions and choices,
garnering system-wide involvement, and afrmation by
focusing on the strengths of the organisation.
The conversations on core purpose, vision and values
were designed to be interactive and fun, and in a safe
environment for participants to contribute their views. In
the core purpose conversation, ofcers reected on their
individual contributions and shared their connection
to PUBs core purpose. Participating ofcers were also
asked to envision PUB in 2021 - what they would see
and how their families and friends would perceive the
organisation.
In the values conversation, ofcers individually reected
on the values they felt were important but required more
attention. Their written thoughts and suggestions were
then organised on boards according to the values for all
to view. Participants were also asked to share with one
another a story of how they had personally exhibited
or experienced these values. To round up the session,
participants were encouraged to think about what they
would do diferently to live by the values.
Based on that, ofcers were asked to write a statement
beginning with I commit. Participants then took
photos with their statement and the photos were printed
so that they could bring home a copy as a reminder. The
commitment statements were then collected in self-
addressed envelopes. As reinforcement, their statements
were sent back to them three months later to remind
them of the personal commitment they had made to live
by PUBs values.
The data and stories collected from the workshop were
then posted on the intranet at the end of the day to
reach out to other staf for them to read or comment.
As PUB noted, in the midst of change and new
challenges, it was important that staf remain engaged
and committed to the organisation and its core
purpose. This would ensure the sustainability of the
transformation process. Through active involvement,
PUB ofcers were able to articulate their pride and
contribution to fullling Singapores water needs in
the past decades, and would continue to do so for the
future. With this, they could better make sense of the
necessary changes to achieve their vision for the future.
Learning Point
As the PUB experience had shown, it was important
to engage all staf and allow them a say in the future
they would like to see. The design of the engagement
sessions drew on the core purpose, vision and values,
thus providing an anchor which staf could hold on to in
the midst of change. PUB took special efort to ensure
all ofcers across diferent work functions and divisional
status, understood the engagement content clearly,
which proved essential in securing their participation
and interest throughout the process. This helped them
understand that change was necessary for them to
continue fullling their core purpose and to achieve their
vision for the future.
67
SINGAPORE
POLYTECHNIC
Total Staf Engagement to Chart Beyond 2014
By looking out and looking in, Singapore Polytechnic
(SP) came up with a renewed vision that will serve as an
organisational compass in the next ve to ten years.
The 60-year polytechnic adopted an extensive and
creative process to engage its 1,600-strong team in the
envisioning exercise. It was anchored on our mission to
prepare students to be future ready, and an understanding
that impactful transformation only happens when people
are engaged, enabled, and energised meaningfully.
The engagement journey helped staf to articulate their
collective aspirations, motivations and difculties at work,
and allowed them to co-create the new SP vision.
92% of the staf participated in the looking in
engagement exercise, which took place over a two-week
period. Together, the staf penned down over 7,000
thoughts on post-it notes.
Principal and CEO Tan Choon Shian said, These notes
represent almost 1,500 voices; they revealed a rare and
honest pulse of SP today and our collective aspirations for
tomorrow. These notes reected our colleagues thoughts
and beliefs, their motivations, personal aspirations and
aspirations for SP, and the challenges they face at work.
The data points were organised into eight main themes
and put on display unedited. In this manner, staf felt
their inputs were valued. Collectively, these data points
represented our unifying values shared by staf and
identied three areas of work to focus on keeping the
heart alive, enabling performance and inspiring shared
vision.
One key reason why the team was able to overcome
potential resistance and gain the trust and goodwill of the
staf, was that the design team took a very human-centric,
clear and transparent approach.

The management team also saw other benets in
this engagement process. By empowering staf and
collaborating with them, we were able to show our
appreciation to each other and forge stronger ties. SP
believes that a ground-up and top-down shared vision
would provide better clarity and coherence as we work
together to prepare learners to be life, work and world
ready.
Prior to the looking in, the SP team looked out by
studying the evolving world environment to gain a better
understanding of the work skills that the future workforce
would require. The key focus was centered on engaging
and enabling our students today to succeed tomorrow in
an increasingly VUCA world, one that is volatile, uncertain,
complex and ambiguous.
The team also culled and leveraged on insights gathered
from Our Singapore Conversations (OSC) sessions with
students and industry stakeholders to explore their
learning needs so as to tailor a more conducive and
nurturing environment for them.
After a fruitful learning journey of looking out and
looking in, the next step of vision storming was
conducted with a small group of staf to create a draft
vision. This draft was subsequently presented to the
management and Board of Governors before a nal
draft was put through staf and student focus groups. To
clearly communicate the SP vision beyond 2014, a video
to capture both hearts and minds was produced. Moving
forward, SP will use the new vision to engage staf to co-
create its game plan.
Learning Point
At the end of the staf engagement process, the SP
management team learnt three important lessons: Firstly,
the polytechnic is served by a team of staf driven by
purpose and passion to nurture our students to be future
ready build on it; secondly, more trust and system
coherence is key to staf happiness work on it; and lastly,
by engaging people and improving the health of the
organisation together, Team SP stands in better stead for
greater achievements grow and celebrate it.
68
TAN TOCK SENG
HOSPITAL
Dreaming up the Ward of the Future
The team at Tan Tock Seng Hospital (TTSH) faced the
challenge of caring for our ageing population head on
and began dreaming up its Ward of the Future four
years ago. As it approaches the end of this ve-year long
revamp, TTSH is already starting to deliver on its promise
to provide better and more targeted care, with its nurses
spending more time on direct patient care despite a fast
increasing workload.
To tackle the ageing population prole and rising
patient expectations, a multi-disciplinary taskforce
comprising senior and junior healthcare professionals
and administrators was formed in early 2010. The teams
mission was to look at efective ways to improve work
processes and care for our aged and sick. As the key
driver behind this project was process improvement
and not just simply renovation of the hospital space,
TTSH adopted the 3Ps strategy (Product, Process and
Preparation) to improve patient care delivery as well as
increase patient and staf satisfaction.
Over 800 man hours were spent crystallising concepts,
testing out ideas and speaking to patients and staf to
improve the design and practicality of the new inpatient
ward. Views from all levels of staf were sought on
how the new layout could help them improve their
work efciency and enhance patient care. A stress
test was also conducted with patients admitted to the
test-run cubicles and their comments were used to
validate and improve design practicality before full-scale
implementation in other wards.
As a result of the revamp, many features to improve
patients care experience were put in place. For example,
a full-height wall replaced the previous half-height
structure between the cubicles in C-class wards for
increased patient privacy; all-in-one nurse call bells were
installed to give patients easy access to the fan and
reading light controls; spot-coolers were installed to
improve air quality and lower the average temperature in
the wards.
Hospital staf also beneted from the revamp. A
Centralised Documentation Area fully equipped with PC
terminals ensured greater privacy and provided a greater
sense of belonging for medical, nursing and other
staf when they perform their administrative tasks. The
decentralised Nursing Ofcers station in each cubicle
allowed nurses to better monitor patients condition,
reduce risk of falls and respond more quickly to patients
needs. Self-sufcient supplies cabinets containing
commonly used items reduced the need for nurses to
leave the cubicle to get supplies, which in turn helped to
increase their contact time with patients.
Besides physical improvements, work processes were
also reviewed to improve work efciency as well as
inculcate a more proactive mindset and promote
greater self esteem among team members. For example,
standardised communications and coordination
among healthcare teams for patient discharge helped
to improve bed turnover, while standardised patient
handover procedures ensured patient safety and
continuity of care.
Midway through the implementation of the Ward of
the Future project, TTSH took stock of the changes
implemented and as at December 2013, the hospital
was heartened to see improved clinical outcomes in
the twelve refurbished subsidised wards. On average,
Principal Nurses (PNs) spend 3% less time on looking for
consumables and equipment, and nurses are now able to
shave ten seconds of their response to call bells.
Learning Point
By reviewing the entire patient journey from admission,
inpatient stay to discharge process, TTSH had
succeeded in implementing initiatives that had changed
staf behaviour and cultivated good practice in the
refurbished wards. Through consultation and constant
engagement with staf of all levels and TTSHs patients,
the taskforce also developed feasible solutions that
improved communications and care coordination issues.
69
REGULATION
To encourage the adoption of regulatory
practices that improve outcomes in a Whole-of-
Government manner.
Award
PRACTICE
BEST
70
HOUSING &
DEVELOPMENT
BOARD
Evolving Policies to Meet Changing Needs
Last year was a particularly busy year for our
ofcers at the Housing & Development Board
(HDB). Besides introducing new policies, they also
enhanced several existing ones, in order to better
meet the diverse needs of Singaporeans ranging
from singles, to young families and the elderly.
The slew of initiatives helped many Singaporeans
meet their housing aspirations. Not only did these
initiatives promote homeownership and family
formation, they also facilitated mutual care and
support among family members, provided more
assistance in at purchases, and helped the elderly
who wished to right-size to enhance retirement
adequacy.
To address the concern from young home seekers
who wish to get a at early, HDB ramped up
supply and allowed more young families to enjoy
priority when they apply for a at.
The new Parenthood Priority Scheme gives greater
support by prioritising the housing needs of First-
timer (FT) homebuyers with young children and
those expecting a child. The Multi-Generation
Priority Scheme was also enhanced to give
multi-generational families the option to decide
whether to live next to, in the same block or in
the same precinct for mutual care and support. To
strengthen family bonds, new Three-Generation
(3Gen) ats were introduced to encourage multi-
generational living.
HDB also extended the Special CPF Housing Grant
(SHG) to middle-income rst-time home buyers,
who felt stretched by the rising costs of living.
To maintain prudence, the SHG is applicable for
purchases of up to 4-room ats in non-mature
estates.
Other policy changes addressing the specic
needs of singles and the elderly were also
implemented. In view of the ageing population,
additional nancial help and support was provided
to enhance their retirement nancial independence.
Aimed at helping the lower-income elderly living
in 3-room or smaller HDB ats to enhance their
retirement income, the Enhanced Lease Buyback
Scheme saw the eligibility criteria being relaxed,
allowing more elderly to benet from the scheme.
The Public Services Smart Regulation Principles
were taken into consideration in the development
or review of HDBs various schemes. Views of
citizens, the community and other stakeholders
as well as potential implications for existing
regulations were taken into account. In addition, a
risk-management approach was adopted, where
the cost of regulation was weighed against its
intended benet and the consequences of non-
compliance.
Learning Point
Having to push through so many changes in one
year was no mean feat. However, this had helped
HDB prioritise needs, given the limited housing
resources, whilst keeping a close eye on the
efectiveness of new initiatives and planning for
further renements ahead.
HDB attributed the successful implementation to
sound data analysis, and giving due consideration
to feedback from public and other stakeholders.
Public communications were carefully planned to
ensure that citizens understood these new policies.
Briengs to various media outlets were also
conducted to ensure accuracy in news reporting.
71
MINISTRY
OF DEFENCE
Review of Restriction on Carriage of Lifestyle
Devices in MINDEF/SAF Camps
Recognising the prevalence of smartphones with
camera functions in the daily lives of Singaporeans,
the Ministry of Defence (MINDEF) embarked on
a review of its restriction on the carriage of such
devices. The aim of the review was to minimise
the disruptions to our servicemen, without
compromising the security of our sensitive
information and equipment.
As part of the review, MINDEFs Military Security
Department (MSD), together with the Singapore
Armed Forces (SAF), demarcated MINDEF
premises and SAF camps into more sensitive
and less sensitive zones. The restrictions on less
sensitive areas, or GREEN zones, were liberalised
to allow the carriage of camera phones.
More sensitive areas, or RED zones, were clearly
demarcated, and continue to adhere to the
existing restrictions. To enhance the security of
these RED zones, additional security measures
were implemented. New electronic access
control systems were installed to limit access to
only authorised personnel. A new security audit
framework was implemented to ensure proper
control and checks by security personnel on the
ground. Stricter disciplinary punishment guidelines
were also introduced to increase the deterrent
efect on people who out the rules. Lockers for
personnel to deposit their camera phones were
installed outside RED zones to remind servicemen
not to bring their camera phones in.
The zoning concept was implemented in
September last year. This change in the restrictions
beneted a majority of the personnel working in
MINDEF/SAF camps regular employees, NSFs
and NSmen who did not have access to sensitive
material.
Learning Point
Moving away from a one-size-ts-all model
to a system that is more focused on security
requirements, the zoning concept initiative has
allowed many MINDEF and SAF personnel greater
exibility without compromising the security of
our sensitive material. In-service personnel now
have a wider range of compatible personal mobile
devices to choose from, while NSmen encounter
less disruption when they undergo their ICT.
72
NATIONAL
ENVIRONMENT
AGENCY
Integrated Approach in Promoting Industrial Energy
Efciency
The National Environment Agency (NEA) adopts a
three-pronged approach to promote energy efciency
(EE) in the industry, i.e. promoting good corporate
energy management practices, encouraging the
adoption of EE measures, and developing industrial
capability to support and sustain EE eforts. This
approach involves balancing regulatory controls with
incentives designed to support the implementation of EE
measures, professional training and knowledge sharing.
With the introduction of the Energy Conservation
Act (ECA), 167 of the most energy-intensive industrial
companies in Singapore (which account for majority
of Singapores energy consumption) now have to
implement basic energy management practices.
NEAs eforts to promote good energy management
practices among energy-intensive companies have
resulted in these companies instituting structures and
processes in their organisations to drive EE eforts. Over
the past ve years, these companies have identied and
implemented EE measures that resulted in total energy
savings equivalent to 10-15% of their industrial facilities
total energy consumption.
Prior to the introduction of ECA that imposes mandatory
energy management requirements, NEA carried
out extensive public consultations with industrial
stakeholders. This included one-to-one industry
consultations involving some 170 companies to gather
feedback on the detailed requirements in the draft
subsidiary legislation.
Under the ECA, there are no specic targets that
companies must achieve. Rather, companies are
encouraged to:
a) set up an appropriate organisational structure
with dedicated and trained energy managers to
drive internal eforts;
b) monitor energy consumption at the facility and
system level;
c) develop EE improvement plans and monitor their
efectiveness; and
d) establish an internal reporting mechanism that
closes the loop between line management and top
management in the tracking of performance.
The ECA thereby helps focus the attention of top
management to drive sustainable energy practices.
NEA also provides substantial support to help
companies in their EE eforts through incentives. More
than 600 companies have beneted directly from
the various incentive schemes. For example, with
funding support from the Grant for Energy Efcient
Technologies, 48 projects worth $188 million are
expected to yield $580 million in life-cycle cost savings
in energy consumption.
In order to develop industrial capability to support and
sustain EE eforts, capability development programmes
such as the industry-focused Singapore Certied Energy
Manager (SCEM) training and the Energy Efciency
National Partnership (EENP) programme were initiated.
To date, more than 1,200 engineering professionals from
over 500 companies have undergone intensive energy
manager training. Over 2,000 participants have also
attended some 40 events organised under the EENP
learning network.
Learning Point
NEA has over the years actively engaged industrial
stakeholders through various consultation sessions
to promote adoption of EE measures. Coupled with
the energy management capability development
programme and incentive schemes, companies were well
prepared for the new mandatory energy management
requirements under the ECA. The readiness of
companies to take on EE measures with appropriate
energy management capabilities has certainly facilitated
the smooth implementation of ECA and its subsidiary
legislation.
(From left to right): Wilson Siah Wee Chong, Choon Yeow Yhee,
Chia Hai Peow, Chwa Hock Chuan, Liow Chean Siang,
Benny Chua Boon Tong, Winston Tan Eu Jin, Leow Beng Kwang,
Corine Wong Hua Lin, Leo Ann Leong, Tan Guan Hong,
Fiona Chew Yun Mei, Patrick Lim Jit Leong, Eunice Koh Yen Hui,
Shaun Yap, Roland Tan Thuan Tee, Tan Li Yen, Lee Yeow Kuang,
Kwek Chin Hin, Suyan Bin Abdul Kadir
73
RESOURCE
MANAGEMENT
To encourage the adoption of good resource
management practices as public agencies need to
manage their resources efciently and efectively.
Award
PRACTICE
BEST
74
MINISTRY OF
DEFENCE
New Framework for Greater Oversight and
Accountability
The Ministry of Defence (MINDEF) Corporate
Information Technology (MCIT) Portfolio has
implemented a value-driven governance framework
to enhance accountability and strengthen
resource management for its annual investment
of more than 300 Infocomm Technology projects.
The governance framework, in essence, has a
four-stage process comprising a risk-adjusted
value assessment model to prioritise IT project
investment, a rigorous 2-gated investment
approval process, and performance management
models to ensure that business benets are reaped
throughout the life-cycle of the IT systems.
This framework has been widely shared with other
public agencies such as the Ministry of Finance
(MOF) which plans to adopt these practices and
institute similar governance process to manage
public service ICT projects.
An IT system, called the CIT Portfolio Management
Tool, was also implemented to manage the new
governance framework, moving away from a
previous manual process. The system led to
greater process efciency and a 75% reduction
in manpower needed to manage the portfolio
investment life cycle, or an equivalent of $1 million
in cost savings. It also achieved a 96% score in
customer satisfaction survey.
Learning Point
The performance management processes of
the framework have provided MINDEF with a
structured, consistent methodology to facilitate
investment decision-making for ICT projects and
instill greater accountability amongst project
owners. The framework has enabled MINDEF to
put in place a practical process for oversight and
accountability of the benets reaped from all its
ICT project investments. MINDEF believes this
will strengthen the publics perception that the
organisation exercises prudence in using public
resources.
75
NATIONAL
LIBRARY BOARD
Business Analytics for Better Library Collection
Management
At rst glance, the organisational experience of
Japanese carmaker Toyota has little to do with the
provision of collections at the libraries. But with
an open mind, the National Library Board (NLB)
adapted Toyotas Kaizen system of continuous
improvement to improve the selection, purchasing,
processing and distribution of the collections to
NLBs network of libraries.
NLBs Knowledge Content Distribution Hub
Services (KCDHS) programme began in 2008 and
was responsible for increasing the efciency in
the procurement and supply of library collections,
as well as the use of business analytics for better
decision-making.

Taking a leaf out of Toyotas cellular manufacturing
model, NLB developed new workows and
revolutionised the way library materials were
processed. Multiple items can now be processed
simultaneously, resulting in an increase in
productivity of over 120%. New books hit the
shelves faster as the library saw more than 30%
improvement in the average time taken to process
a book.
Under the Global Sourcing initiative, NLB awarded
three tenders between 2008 and 2011 for the
sourcing and supply of library collections. Greater
cost savings are achieved as a result of better
discounts for the purchase of the collections. This
initiative also allows NLB to be more responsive as
the time taken to deliver the books is halved, from
approximately six to three weeks. There is value-
for-money in the purchase of the collections as
NLB can leverage on international expertise and
best practices for sourcing of library collections.
The Electronic Selection and Acquisitions system
makes it easier for patrons, librarians and vendors
to recommend new titles. Recommended titles
are screened for duplication and when a title is
selected, the system will recommend the number
of copies to acquire for each library.
Operations Research methodologies are adopted
to determine the right mix of collections in each
public library, with the aim of encouraging higher
rate of borrowing by the library members. Various
scenarios are created using these methods to
determine the most efective way to allocate
budget, by balancing trade-of and business
constraints.
Learning Point

NLBs experience has shown that business
analytics help to make sense of library users
borrowing patterns and allow NLB to further
tailor its services to better meet their needs.
Streamlining and restructuring of existing
operations has helped to bring about greater
efciency and efectiveness.
76
SERVICE
DELIVERY
To encourage public agencies to adopt
innovative service delivery initiatives that
embody our Service Principles, adopt a whole
organisational approach to service, and
demonstrate inter-agency coordination in
service delivery.
Award
PRACTICE
BEST
77
IMMIGRATION
& CHECKPOINTS
AUTHORITY
Service Principle Drives Worlds First Innovation
The introduction of iCollect is the latest service
touch point in the Immigration & Checkpoints
Authoritys (ICA) suite of services for its
customers. The conceptualisation of this innovation
was guided by the 3M Service Principle of Multiple
Channels, Minimum Visits and Many Benets.
Providing Multiple Channels means empowering
customers with application/collection choices
beyond the traditional channels; Minimum Visits
means reducing the number of trips by customers
to ICAs Services Centres; and Many Benets refers
to the enrichment of customers lives by ofering
convenient, efcient and secure services.
Introduced in April last year, the iCollect enables
applicants to collect their passports and other
ICA-issued documents from an automated self-
collection facility. When a passport is ready for
collection, applicants can make an e-appointment
to collect the passport from the iCollect machine.
The integration of biometrics verication, RFID
technology and an intelligent robotic arm
mechanism in iCollect ensures that applicants can
collect their passports securely while enjoying the
convenience ofered by an additional channel for
collection.
Within seven months of its introduction, more
than 80% of those who were eligible opted to use
iCollect. Those who successfully collected their
new passports via the self-collection facility, further
shared their satisfaction of the new service and its
convenience factor.
This innovation was born out of a tight-knit
tripartite collaboration between the public
service (ICA), private sector (NEC and Walta
Technologies), as well as an Institution of Higher
Learning (Singapore Polytechnic) which was in
line with the Singapore governments directive
of promoting public and private partnerships. As
the worlds rst automated self-collection facility
for important documents, iCollect has garnered
several international awards. Delegations from
foreign government authorities have been visiting
ICA to learn more about the approach for the
implementation of iCollect and other passport-
related innovative projects.
As with fellow public organisations, ICA has
had to keep up with rising public expectations,
increasing workload, infrastructural constraints and
manpower crunch. To address these challenges,
ICA introduced the 3M Service Principle across
its three Services Centres. Guided by the Service
Principle, ICA has been able to innovate and deliver
enhanced services to its customer segments
without compromising security.
The key benets of iCollect are added convenience
for customers and optimising resources. With the
introduction of iCollect, ICA was able to re-deploy
resources to other areas of work, which required
more manpower.
Learning Point
The development of iCollect is in line with the
Public Services Service Principles of People-
centricity, Accessibility and Efectiveness, by
leveraging on technology to allow customers to
enjoy a seamless experience when transacting with
ICA.
As the owner of the Intellectual Property Rights for
iCollect, there is potential for customisation of the
self-collection concept to suit the service needs
of other agencies. ICA believes that the success of
iCollect can be adopted and replicated by other
Ministries and government departments when
issuing important secured documents. In fact,
even private sector organisations such as nancial
institutions have also indicated interest to learn
more about iCollect.
78
MINISTRY OF
MANPOWER
Redesigning Service with Users at the Centre
In redesigning the operations at the work pass
collection centre, the Work Pass Division (WPD)
in the Ministry of Manpower (MOM) took the
opportunity to revamp its service oferings,
improve efciency and enhance customer
experience.
The result was a redesigned Work Pass Card
Registration (WPCR) service with four specic
areas that signicantly improved service delivery:
introducing an appointment-based system that
shaved waiting time from 45 minutes to just 15
minutes, a one-stop registration station, moving
documents submission online, and delivering the
work pass cards to customers.
Mr Chia Wee Kiat, Deputy Director (Service Centre
Operations Branch) shared, When MOM planned
the move of its 14-year-old Services Centre at
Tanjong Pagar to MOM Services Centre (MOM SC)
Hall C, the ofcers at WPD did it with the user
experience in mind. This not only means short
waiting time for the users, better crowd control,
but also more efcient use of existing resources.
With this fundamental redesign of work processes,
MOM was able to cut the number of counters by
40%. It was initially estimated that MOM would
have to build a collection centre that is 4000 m
2

to cope with the large numbers of foreign workers.
With the revamped workow put into place, less
space needed to be set aside for other supporting
facilities like parking space.
Today, the revamped MOM SC uses only 1700
m
2
, less than half of what was previously needed.
Fewer ofcers are needed to man the counters
with some being redeployed to focus on other
more pressing areas of work.
As an added benet, users of the services at MOM
SC also saw their number of visits reduced from
two to only one visit with each new work pass
application, while those who sought to renew their
passes no longer had to visit MOM at all. MOM
estimated that productivity savings for customers
totalled about 2,000 man-days each day, and
customer satisfaction was reected in a recent
survey, where 77% of customers gave the new
delivery service 4 out of 5 stars.
Care was taken to ensure reducing over-the-
counter face time and front line ofcers would
not compromise the integrity of the system and
security of the work pass ID cards. The one-stop
registration station integrated photo-taking for
the applicants into its work process. This ensured
that all photographs taken were of the same clarity
and quality for efective identication purposes.
Previously, applicants had to submit hard copies of
their photographs, and it was difcult to ensure all
met the stringent standards required, necessitating
resubmissions, which irked customers.
Learning Point
By taking a human-centric design approach to
reassess current processes, MOM was able to
identify existing shortcomings to transform the
customer experience. Prior to rolling out the
redesigned service, MOM ofcers role-played as
foreign workers coming in to apply for their work
pass cards and ran prototyping sessions to fully
test the new workow and centre design. The
result was a services centre that truly puts the user
at the centre of its design and work processes, and
has provided insights to other public agencies to
help improve service delivery.
79
STAKEHOLDER
COMMUNICATIONS
ENGAGEMENT
&
To recognise public agencies that have worked
successfully with external parties and adopted
innovative ways to communicate and engage
them efectively throughout the process of
designing and implementation.
Award
PRACTICE
BEST
80
service to make it easier for users to complete the
application process.
MOMs customer education programme eventually
helped turn around the number of foreign
work pass rejections and appeals. Unnecessary
rejections were obviated as employers understood
better the applications process and avoided
submitting applications that would not meet
criteria. For the period of January to September
2013, there were 16% fewer rejections for
Employment Pass applications compared to the
same period in the preceding year. Feedback from
the seminars that reached out to more than 860
HR practitioners and executives were also well-
received, with 97% rating the seminar good or
excellent.
This is an indication of the efectiveness of our
education campaign. Also, it helped to improve
employers overall experience in their interactions
with MOM. Employers want speed and certainty for
their HR planning purposes. With more information
they are better able to appreciate the outcomes. It
has meant less frustration for all, said Mr Sng.
Learning Point
WPD saw the consistency, transparency and
simplicity in its messaging as the main reasons
for the campaigns success. Seeing that the usual
way of communication was inefective in helping
employers better understand MOMs position,
WPD pushed the boundaries on transparency with
tenacity, and eventually won senior managements
support to be more upfront in communicating
rejections.
MINISTRY OF
MANPOWER
Helping Employers Better Understand Rejections
With increased foreign manpower tightening
measures, many employers felt confused
and frustrated. Their anguish was even more
pronounced when they got their foreign workers
work pass applications and renewals rejected. At
its height, the volume of appeals climbed to almost
100,000 a year.
As employers began to feel the impact of the
tightened manpower measures, they wanted
certainty in their outcomes. To help the employers
better navigate the tightened conditions, the
Ministry of Manpower (MOM) embarked on a
Nobody Likes Rejection Customer Education
Programme, which proved to be successful in
helping employers better understand the new
regulations and reducing appeals volume and
rejection rates.
MOMs Work Pass Division (WPD) held many
engagement sessions with employers to
understand their frustrations, said Mr Silas Sng,
Director (Customer Experience, Policy & Strategy),
and we found out that the work pass criteria and
application process were not clearly understood.
This was partly due to the lack of transparency of
rules, and a lack of understanding of the reasons
behind our work pass rules and policies.
To address these issues and with an unifying
goal to reduce appeals, MOM set out to be more
transparent in communicating the policy intent
behind any rejection, and ofering advice to
employers on possible follow up actions. The
campaign was divided into four thrusts. Firstly,
criteria that were previously taboo areas were
made more transparent. Next, communication
to employers was improved by explaining in
simple layman terms how to avoid unnecessary
rejections. These more user-friendly materials
were compiled in a booklet titled Nobody Likes
Rejections. Thirdly, a series of seminars adopting
a practitioners viewpoint and aimed at helping
employers better navigate work pass applications
were conducted. The fourth thrust was taking
into account the user experience when lling
out applications. WPD redesigned its electronic
81
NATIONAL
LIBRARY BOARD
Connecting and Co-creating with the Community
Regular engagement helps to build NLBs trust
treasury with the public, and strengthen our call
to partnership with other stakeholders. NLB taps
on the community in meaningful ways to design
library spaces, services and programmes that reach
out to diferent segments of library users.
A rst among public libraries in Singapore,
the one-year-old library@chinatown is run by
volunteers and boasts a collection of books and
audio-visual materials on Chinese arts and culture.
The collection is curated in consultation with a
group of Chinese literati comprising educators,
language experts and journalists. NLB also worked
with community partners and the private sector
to establish this library. The library is set up and
operated with donations from the Kwan Im Thong
Hood Cho Temple and CP1 Private Limited, owner
of Chinatown Point Retail.
NLBs rst co-creation efort was the development
of the Verging All Teens (VAT) zone at Jurong
Regional Library in 2004. This zone was designed
for teens by teens, where a
team of young volunteers
conceptualised the space with
NLB. This allowed the teens
to showcase their talents and
come together to develop
programmes for fellow teens.
Through the Singapore
Memory Project (SMP), NLB
connects Singaporeans from
all walks of life by capturing
the stories and memories
that matter to them. Its
Memory Corp aims to build a
memory makers movement
in Singapore. To promote the
wealth of archival material
held by the Oral History Centre
of the National Archives of
Singapore, NLB collaborated
with the Ministry of Education. History teachers
were trained to guide students on the research of
archival and oral history resources.
These are just some of the many engagement
eforts rolled out by NLB in recent years to
address the needs of diferent segments of library
users. Through the use of various communication
channels and by holding regular engagement
sessions, NLB is able to cater to the diverse needs
of its users. The feedback gathered gives NLB
insights on how to be more inclusive, and also
continually explore diferent channels for user
engagement, including social media.
Learning Point
By actively engaging library users and
stakeholders, NLB has gained their goodwill
and support. This has allowed NLB to better
understand users needs when planning new library
spaces, rolling out new services or implementing
policy changes. Mutual trust between NLB and the
public enables NLB to try out innovative ideas.
82
URBAN
REDEVELOPMENT
AUTHORITY
Bold, Timely Engagement
As the Urban Redevelopment Authority (URA) had
learnt in its roll out of the Draft Master Plan 2013,
stakeholder engagement and the timeliness of it were
paramount in securing ground support, and in making
policy decisions more relevant to the ground.
URAs Draft Master Plan 2013 was rolled out on the heels
of a heated debate arising from the Population White
Paper. The 6.9 million population scenario by 2030
revealed in the White Paper unsettled some people as
they worry how our island-state could accommodate a
population of that size.
Volatile ground sentiments and the sensitivity of the
development issues amidst this backdrop motivated
URA to take bolder steps by carrying out earlier and
more extensive engagement and consultation eforts.
As Mr Ng Lang, CEO of URA noted, getting the
stakeholders involved early gave URA very good ground
inputs for the Draft Master Plan 2013. The engagement
helped to assure stakeholders that their views were
valued and taken into account when the plans were still
on the drawing board. Much goodwill was generated
with the stakeholders, relationships were built and the
engagement was remembered as a sincere and open
process.
More importantly, he added (the process) helped ensure
that there were stakeholders who understood the plans
and considerations which equipped them to be better
prepared in their communication to residents.
Views and suggestions from the stakeholders also
helped URA prepare for its plans and communication
methods, and this resulted in a warm reception for the
subsequent exhibition on the Draft Master Plan 2013. A
visible multi-agency collaboration presented through
URAs briengs and agency representatives presence at
the sessions also helped put agencies in a more positive
light in the current climate.
In presenting the Draft Master Plan 2013, URA ensured
this was done as a Whole-of-Government collaboration.
Key development agencies, like the Housing &
Development Board, Land Transport Authority and
partner agencies including National Parks Board, Ministry
of Education, Ministry of Culture, Community and Youth,
and many others, all contributed signicantly towards
the drawing up of proposals and the public engagement
process.
URA saw the importance of presenting a comprehensive
work plan involving various public agencies, over and
above the areas and projects that URA was developing.
URA worked on developing a comprehensive plan of
how the work of various public agencies would add up
to enhance the urban environment. For URA, the best
endorsement came in the recognition that the Draft
Master Plan 2013 has something for everyone.
Learning Point
The whole engagement exercise was driven by URA
senior management who took strong ownership of the
project and garnered the support of the staf. Each
dialogue session was supported by agencies with
relevant proposals included in the presentations. Key
agencies were also on hand during the dialogue to help
address the concerns and take note of the concerns
raised. URA found that the community and stakeholders
appreciated being kept informed of the future plans
early. They were generally supportive of the proposals
and had good ideas to contribute given their familiarity
with their respective areas. It was hence important
that they be engaged on a timely basis, with relevant
information presented to them. While no amount of
engagement and outreach could guarantee absolute
buy-in and support, prompt engagement eforts paid
of through the provision of ground feedback which
was subsequently used to ne-tune the proposals and
made them more robust. It also helped to garner more
supporting voices that could balance the views of
detractors.
83
INDEX OF AWARD RECIPIENTS
PS21 STAR SERVICE AWARD RECIPIENTS
ISTANA

Jacob Emmanuel J Kathiravan
STATE COURTS

Ang Wei Yi, Phebe
Phang Tsang Wing
SUPREME COURT

Harlina Binte Tambi
Leung Shun Yee, Yvonne
MINISTRY OF COMMUNICATIONS AND
INFORMATION

Chua Cheow Hock Patrick
Sivakumar s/o Ponapalam

Media Development Authority
Loh Wai Peng Jacqueline

Idah Mariyani Binte Mohamed Sahid
Manimekalai Thirumalai
MINISTRY OF CULTURE, COMMUNITY AND
YOUTH

National Arts Council
Saiful Amri

National Heritage Board
Cheng Tan

Peoples Association
Koh Wei Yee, Wendy
Lu Jun Cai

Sport Singapore
Ho Mee Lian
Teo Tiong Ho
MINISTRY OF DEFENCE

MAJ Adeline Kuah Su-Ching
ME5 Mark Teo Koon Guan
CPT Nigel Jevan Mathiaz
ME3 Tan Gim Cheong
ME2 Donald Tan
Angie Ng Seow Ching
Grace Heng Lek Thian
Isabel Wee Sien Mei
Janelle Kang Xiaoting
May Ang Hwee Mei
Melissa Hon Feng Yi
Michael Tan Siak Phew
Pamela Sim Yhee Yhee
Rachel Teo Wen Wen

Defence Science and Technology Agency
Tan Chun Kiat
MINISTRY OF EDUCATION

Arthur Poh
Leong-Ho Hil May
Noor Huda Abu Samah
Wee Loo Kang Lawrence

Anglo-Chinese School (Barker Road)
Vikneswaran s/o Krishnan Murthi

Gan Eng Seng Primary School
Yang Su Yin

Henderson Secondary School
Liau Thiam Huat

Institute of Technical Education
Hanley Loo

Junyuan Secondary School
Denise Teh Shu Hui

Mayower Secondary School
Vicknesh Thiagarajah

Pei Tong Primary School
Karlinah Binte Sahadan

Tan Ai Chin

Serangoon Garden Secondary School
Nur Hidayah Binte Eser

Si Ling Secondary School
Choo Kok Luang

St. Hildas Secondary School
Lee Kim Seng

Zhonghua Secondary School
Lee Thiam Hin Ivan
84
MINISTRY OF FINANCE

Lee Lan Kiak, Linda

Accountant-Generals Department
Aw Wei Choon

Lin Chengkun
Teo Ching Ling Joanne

Singapore Customs
Kogila d/o Vannu Gopal

Vital
Hashimah Binte Arifn
MINISTRY OF FOREIGN AFFAIRS

Chiang Xue Li Rachel
Danial Izwan Phua
Eugene Ng Chang Yang
Govi s/o Raman Krishnan
Quek Soo Teck
Sharmeel Adam Rajaratnam
MINISTRY OF HEALTH

Changi General Hospital
Tiah Ling

Chin Lee Cheng, Agnes

KK Womens and Childrens Hospital
Rani Krishnan

National Healthcare Group Polyclinics
Tan Lee Tiang, Esther

National Heart Centre Singapore
Koh Siew Hoon, Jan

National University Hospital
Sharmila d/o Kasinathan

Singapore General Hospital
Norhayati Binte Awang Ali

Tan Tock Seng Hospital
Loh Wei Wei, Kelvin
MINISTRY OF HOME AFFAIRS

Central Narcotics Bureau
Lim Keok Peng

Abdul Ghani Bin Yunos
Ang Chee Seng
Ang-Sia Eng
Helen Wong

SSG Abigail Chen Jieyi
LTA Joey Tay Ai Meng
SSG Mohamad Fandi Bin AB Kahar
SSG Muhammad Adib Bin Mohamad Shae Maskon

Mohamad Farid Bin Jamal
Mohamed Imran Bin Mohamed Yusop
Mohamed Imran Bin Moosa Ismail Arif
Muniyandi s/o Pandian

Lim Chwee Leong Steven
Ling Geok Wah
MINISTRY OF LAW

Thangiah Vasanthie
Zainuriah Binte Mohd Salleh

Nurhadiana Binte Mohamed Rahim
Robani Bin Amir

Legal Aid Bureau
Loh Choy Fun, Mavis

Singapore Land Authority
Lim Wan Loo
MINISTRY OF MANPOWER

Irwan Awang
Roger Ng Wai Hung

Harry Ho Hian Chang
Lin Yan Er

Jovin Teo
Noorsaidah Binte Haja Mohideen
85
MINISTRY OF NATIONAL DEVELOPMENT

Agri-Food & Veterinary Authority of Singapore
Saodah Binte Abdullah

Michelle Soh Ai Ling

Council for Estate Agencies
Susimarina Binte Rosli

Heng Xi Lei Iris
Mavis Ng
Yeow Lay Kuan

National Parks Board
Enna Lam See Kee

Urban Redevelopment Authority
Lam Tai Wee
MINISTRY OF SOCIAL AND FAMILY
DEVELOPMENT

Doris Lee Kee Huay
Geraldine Ann Nicolette Yang
Kala Ruby
Noor Aishah Binte Syed Akbar
Sally Lum Hoi Kum
MINISTRY OF THE ENVIRONMENT AND
WATER RESOURCES

Chong Wan Kee
Helen Chia Chuey Chuan
Mohamed Shah Al-Nawaz s/o Syed Abu Thahir
Rahmad Bin Sidek

Hazah Binte Abdul Karim
Michael Lee Fei Xiang
Shamon Bin Sabtu
Shamsudin Bin Mohamed Amil
MINISTRY OF TRADE AND INDUSTRY

Agency for Science, Technology and Research
(A*STAR)
Christine Low Hwee Ngoh
Jimmy Lim Kwang Menng

Energy Market Authority
Tan Hwee Eng

International Enterprise Singapore
Keline Koh
MINISTRY OF TRANSPORT

Clarence Tan
Leong Charn Fong

Adham Yunos
Muhamad Shahiful Bin Mahmood
Sharon Ng Geok Leng
Steven Oh

Sanjit Singh Gill s/o Sajan Singh
Capt. Yap Poh Hong, Christopher
PRIME MINISTERS OFFICE

Jerry Tan

Chan Jian Yun
Kee Zhong Wai

Amandy Tan
Philip Wong
PS21 STAR CUSTOMER AWARD
RECIPIENTS
Abdul Hamid Bin Abdul Razak
Nominated by the Singapore Workforce Development
Agency

Anthony Au Him Leong

Loh Wan Heng
Nominated by Singapore General Hospital

Saniah Binte Rasban

Yeo Chwee Fong
Nominated by the Peoples Association
86
BEST PRACTICE AWARD
REGULATION
BEST PRACTICE AWARD
RESOURCE MANAGEMENT
BEST PRACTICE AWARD SERVICE
DELIVERY
Housing & Development Board: Housing Policies to
Meet the Diverse Needs of Citizens

Ministry of Defence: Review of Restriction on
Carriage of Lifestyle Devices in MINDEF/SAF
Premises

National Environment Agency: Integrated
Approach in Promoting Industrial Energy Efciency
Ministry of Defence: Value-driven Governance of
MINDEF Corporate IT Investments

National Library Board: Knowledge Content
Distribution Hub Services (KCDHS)
Immigration & Checkpoints Authority: iCollect

Ministry of Manpower: New Work Pass Card
Registration (WPCR) Service
BEST PRACTICE AWARD
STAKEHOLDER COMMUNICATIONS
& ENGAGEMENT
Ministry of Manpower: Nobody Likes Rejections
Customer Education Programme

National Library Board: National Library Boards
Tailored Communications and Engagement
Strategy and Implementation

Urban Redevelopment Authority: Public
Engagement for Draft Master Plan 2013
BEST PRACTICE AWARD INTER-
AGENCY COLLABORATION
Agri-Food & Veterinary Authority of Singapore:
AVA as First Responder on Animal-related Issues

Building and Construction Authority: Whole-of-
Government Approach in Promoting Sustainable
Buildings

Ministry of Defence: National Maritime Security
System
PUBLIC SERVICE MILESTONE AWARD
Defence Management Group
Naval Personnel Department, RSN
PUBLIC SERVICE
ACHIEVEMENT AWARD
MINDEF Corporate Services Department, Defence
Management Group
MINDEF Scholarship Centre, Defence Management
Group
Paya Lebar Air Base, RSAF
Supreme Court
Vital
PUBLIC SERVICE
DISTINGUISHED AWARD
PUBLIC SERVICE PREMIER AWARD
BEST PRACTICE AWARD
ORGANISATION DEVELOPMENT
PUB, The National Water Agency: Project 117: 1
Core Purpose, 1 Vision, 7 Values

Singapore Polytechnic: SP Beyond 2014 Visioning
Exercise

Tan Tock Seng Hospital: Tan Tock Seng Hospitals
Ward of the Future
87
ACKNOWLEDGEMENTS
We express our appreciation to the judges and policy owners for their invaluable contributions in the
selection of the PS21 Distinguished Star Service Award, PS21 Star Customer Award and Best Practice
Award.
PS21 DISTINGUISHED STAR SERVICE AND
PS21 STAR CUSTOMER AWARD (JUDGES)
Mr Harnek Singh
Vice-President/Director, Business Excellence
Singapore Technologies Engineering Ltd
Mrs Helen Lim-Yang
Principal Consultant
Rohei Corporation Pte Ltd
Mr Yap Kim Wah
Deputy Chairman & CEO
Hyux Caprica Pte Ltd
BEST PRACTICE AWARD (JUDGES)
Dr Tan Chin Nam
Chairman, Temasek Management Services and Former Permanent Secretary
Mr Ang Hak Seng
Chief Executive Director
Peoples Association
Mr Fong Yong Kian
Chief Executive
Tote Board
Ms Kwee Wei Lin
Chief Executive Ofcer
Millenia Hotel
Mr Kwek Mean Luck
Deputy Secretary (Development), Public Service Division
Dean & CEO, Civil Service College
Mr Peter Tang
Winner of PS21 Star Customer Award 2012
Mr Richard Sim Hwee Cher
Partner
PricewaterhouseCoopers
BEST PRACTICE AWARD (POLICY OWNERS)
Ministry of Finance, Performance & Resource Management Directorate, Resource Management
Organisation Development Committee
Public Engagement Network
Quality Service Committee
Smart Regulation Committee
Bishan Public Library, Central Public Library, library@chinatown and library@esplanade were used as venues
for photography and lming for the PS21 Star Service Award and PS21 Star Customer Award recipients.
Organised by Supported by

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The Excellence in Public Service Awards Ceremony

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