Raising service quality at Singapore Housing Board the IT way

Raising service quality at Singapore Housing Board the IT way

By AMIT ROY CHOUDHURY

THE Housing Development Board (HDB), which is responsible for providing homes for more than 80 per cent of the population in Singapore, needs to be able to store a huge amount of data and have constant access to this data. To address this challenge, HDB decided to look for an information management solution that would meet its needs when it decided to upgrade its IT infrastructure a few years ago.
 
Mr Leong: ‘The new IT system had to satisfy HDB’s needs then and be able to grow with HDB.’ 
‘Not only did the new system have to satisfy our needs then, it also had to be able to grow together with us,’ HDB’s director of information services, Leong Chin Yew, told BizIT. The paperwork associated with some 2.6 million customers and 880,000 dwelling units, as well as rising customer expectations, is a constant strain on HDB’s limited budget and resources, he said.

‘HDB is continuously seeking new solutions to cope with these demands and bring the level of customer service across all branch offices to greater heights.’

Among the many products that HDB evaluated, IBM’s content management solutions were able to meet its criteria. ‘It also integrated well with our existing investment which translated to a lower cost of adoption,’ he said.

A new business model to address these challenges was piloted at the Jurong West Branch Office with the launch of Pioneer Service Centre in November 2004. ‘The new model maximised HDB’s resources and provided a cost effective way to deliver better customer services.’

The HDB official noted that IT, coupled with business process re-engineering, has played a critical role in enabling this new business model. ‘This model has been rolled out progressively to other branch offices.’

Mr Leong noted that file-less operations is just one of the four key elements of the new branch office business model. The others are business process management, customer relationship management strategy and branch office IT consolidation.

Talking about the file-less operations, the HDB official said that the implementation of content management solutions to convert hardcopy records into electronic format eliminated the need to store hardcopies of lessees and tenants files in the branch office.

Before this solution was implemented, the filing room in each branch office took up, on average, about one-sixth of the office space. With all files becoming electronic, paperwork is also reduced and this allows HDB to provide a better service. ‘Customers enjoy a higher quality of service with a faster turnaround time.’

Giving an example, Mr Leong pointed out that it takes seconds instead of minutes for staff to retrieve the required documents while responding to a customer’s query.

‘Branch office processes are no longer dependant on the availability of physical files. Furthermore, it allows multiple accesses to the documents, for example, headquarters sections and branch office staff can access the same document at the same time.’

He added that security and access control are also in place. This has resulted in service improvements where customers can approach any branch office with their queries instead of being restricted to their managing branch office. With the conversion to the file-less operations, the paper-based workflow processes were also re-engineered and automated.

New application systems were developed and existing systems enhanced to support the electronic workflow, Mr Leong said. ‘The electronic workflow enables the branch offices to bridge the geographical distance between different HDB offices to work virtually as one. It also enables the tracking of business transactions, thereby ensuring that they are completed in a timely manner, enhancing customer service.’

The new business model is also enabled by extending and speeding up the implementation of the CRM (customer relationship management) initiatives, Mr Leong noted. ‘One of the key initiatives is the consolidation of various customer hotlines into a single toll-free branch office service number and the setting up of the virtual call centre.’

He added that the implementation of a customer service portal that rides on VoIP (Voice over Internet Protocol) technology presents HDB customer service officers with a holistic view of the customer to enhance customer service. ‘Another key initiative is the implementation of Web services that integrate HDB services across multiple government agencies and private sectors.’

Apart from this, HDB has also implemented additional and enhanced services via existing service channels ranging from service counters, the Internet, automated telephone enquiry to self-service kiosks.

The HDB official added that the IT consolidation exercise in which servers were relocated from branch offices to the HDB’s Data Centre has also resulted in a more reliable and secure IT infrastructure.

With its success, the system has been implemented at all HDB branch offices. With all these improvements, there is better customer satisfaction from faster turnaround time, for example, approval for some online applications can be obtained instantly, Mr Leong said.

He added that customers need only call a single hotline for branch office services since customer service officers from any branch office will be able to serve them. Also, access to branch office transactions is available through the Internet via HDB’s e-Services sub-portal 24 hours, seven days a week.

Finally, it has resulted in higher staff productivity by removing manual and paper-based processes and this has resulted in higher staff morale due to improved processes and job worth.

This project was the winner of 2005 MIS Asia IT Excellence - Best Business Enabler (Government) Category.

The award was conferred in recognition of HDB’s excellence in planning, management and the deployment of technology with the emphasis on Strategic IT management to enable this new business model for branch office operations.

This is brought to you by IBM The Innovators’ Innovator

Source : Business Times - 30 Jun 2008

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Singapore, HK tax systems seen as most fair

Singapore, HK tax systems seen as most fair

They score on simplicity and transparency in ACCA survey
By MICHELLE QUAH

(SINGAPORE) Singapore and Hong Kong have the fairest and most transparent tax systems, out of six major developed countries, says an international study of finance professionals.

 
Australia, the United Kingdom and the United States fared less well - being ranked as having complex tax systems with their volume of laws, directives and regulations.

The study, by the Association of Chartered Certified Accountants (ACCA) surveyed members in Australia, Canada, Hong Kong, Singapore, the UK and the US - a spread of different types of economies with varying levels of complexity in their tax systems.

Respondents ranked the various tax regimes according to how ‘fair’ they were, relative to one another, looking at the ’simplicity’, ‘transparency’ and ‘burden’ of each regime.

For the purposes of the survey, ACCA defined ’simplicity’ as the ease by which one could calculate one’s tax liability, the number of tax rates and allowances and the number of loopholes in the system. ‘Transparency’ referred to the extent to which the tax system is designed to be easily understood and accessed. And ‘burden’ referred to the extent to which certain groups, such as businesses and families, may pay disproportionately more tax.

 
The Singapore group said ‘compassion’ should be included as a characteristic of a fair tax system. They thought the S’pore tax system was more compassionate.
 
 
 
 
 
 
Respondents in Singapore and Hong Kong had an overall positive view of the fairness of their tax regimes.

They ranked the two regimes tops, in terms of simplicity and transparency - agreeing that compliance requirements in their jurisdictions were clearly communicated.

That’s as compared to the view from respondents in the UK, Australia and Canada, who felt their regimes were less fair and somewhat complex. Respondents in the US felt the tax regime there was complex, but not necessarily unfair.

The results showed an overwhelming belief from all countries that it is the volume of directives, laws and regulations that has the greatest effect on tax complexity. ‘The message from our research is for governments to reduce the volume of laws, directives and regulations that contributes most to complexity,’ observed Professor Francis Chittenden, ACCA Professor of Small Business Finance at Manchester Business School, who wrote the survey report with colleague Hilary Foster.

‘There is a fundamental issue for governments around the world to decide the purpose and structure of tax systems, and importantly to communicate the rationale behind these decisions.’

Focus group discussions conducted by ACCA with members from the six countries also threw up interesting findings.

UK participants felt taxes in their country are unfair, too complex and lack transparency. They also said there is inadequate communication from the tax authorities - which is leading to a breakdown of trust in the system.

The US group felt the tax system was complicated and burdensome, but not necessarily unfair. The overall view of the Australian group was that their tax system is complex, with fairly high taxes and compliance costs.

The Hong Kong group believed that their tax rules are simple but that the way in which the tax authorities interpret them has created uncertainty and led to unfairness. They said commercial transactions are becoming more complicated and their tax system needs to keep up to stay equitable.

The Singapore group said that ‘compassion’ or ‘empathy’ should be included as a characteristic of a fair tax system. They thought that the Singapore tax system was more ‘compassionate’ compared to other systems in the region.

They said it was less aggressive towards taxpayers and was generally seen to be sympathetic towards the man on the street and empathetic with local culture and practices.

The report concludes that trust is crucial for a tax system to work in any country, that is, governments should create an environment in which citizens believe they have played a part in setting the system and that the system treats them with respect. More taxpayers will feel inclined to comply, reducing evasion and associated administrative costs.

ACCA also believes governments should explore the creation of flexibility in their tax structures to allow for a swift response to changing economic conditions.

Source : Business Times - 30 Jun 2008

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Buyers snap up 195 units in Singapore Bishan condo

Buyers snap up 195 units in Singapore Bishan condo 
 
IN A welcome departure from the generally quiet market so far this year, the latest property launch - of the 616-unit Clover by the Park - has generated sales of 195 units so far.
Sim Lian Group, which is developing the condo, said that as at 8pm last night, it had sold 195 out of the 308 units that were released for sale since last Friday’s official launch.

The 99-year leasehold condominium has large units, suites and penthouses.

The eight suites, of 3,057 sq ft each, were all snapped up, indicating that buyers were keen on larger units.

Buyers were mostly families upgrading from HDB flats. They picked up units priced between $907,000 and $2.68 million, or $599 per sq ft (psf) to $858 psf, said Sim Lian Land’s executive director, Ms Diana Kuik.

The average price worked out to be about $750 psf.

Ms Kuik said potential buyers thronged the showflat and some stayed so late that the developer closed the showflat only at midnight on Saturday and around 10pm last night.

However, about 100 units had already been sold by Thursday, following the development’s soft launch on Wednesday.

The property market has largely been quiet recently, as sentiment dipped drastically early in the year. Sales volume has plunged dramatically from the numbers registered during the boom times of last year. While the mood is still cautious, a few recent launches have registered encouraging sales.

Savills Singapore’s director of marketing and business development, Mr Ku Swee Yong, said: ‘Serious buyers were probably spoilt for choice this weekend, shopping among the few launches which are attractively priced.’

A week ago, the 99-year leasehold Dakota Residences in Dakota Crescent and the freehold The Amery in Telok Kurau were released for sale.
JOYCE TEO
 

Source : Straits Times - 30 Jun 2008

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Mindy Yong

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Singapore Geylang Bahru flats get $32m facelift

Singapore Geylang Bahru flats get $32m facelift 

By Jane Ng 
 
TEN blocks of flats in Geylang Bahru have been given a new lease of life with the completion of upgrading works that included covered linkways and fitness stations, among other things.
Elderly residents who live in the 30-year-old Geylang Bahru Ville and Geylang Bahru Riverpoint estates also welcomed new sitting toilets and lifts that stop on every floor.

Madam Kong Ah How, 80, who has been living there with her husband for 36 years, said she is glad she no longer has to walk up two levels to reach the nearest lift.

She also spends more time at the void deck, now that there are more seats.

Her neighbour, Madam Koh Ah Wah, 84, said it is a breeze mopping the floor in the toilets with the newly tiled floor.

Other improvements include a children’s playground and fitness stations, upgraded block facade and outdoor landscaped areas.

Within the flats, residents had their bathroom floor and walls tiled, and existing squat toilets were replaced with new sitting ones.

Some blocks also got an added utility room or new full-length windows.

Minister for the Environment and Water Resources Yaacob Ibrahim, who officiated at the completion ceremony yesterday, encouraged residents to use the new facilities.

‘While the Government can spend the money to upgrade, ultimately it is you, the residents who can make the precinct vibrant with your active participation,’ he said.

The upgrading cost $31.9 million for both the precincts.

 
Source : Straits Times - 30 Jun 2008

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Mindy Yong

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