excellence in public service awards 2014

1The Excellence in Public Service Awards Ceremony recognises public officers 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 significant contributions as customers.

Organised by

Supported by

2CONTENTS

PUBLIC SERVICE PLEDGE 03

SERVICE AWARDS 04PS21 Star Service Award & PS21 Distinguished Star Service Award 05PS21 Star Customer Award 39

PUBLIC SERVICE AWARDS 42Public Service Premier Award 43Public Service Distinguished Award 46Public Service Achievement Award 48Public Service Milestone Award 56

BEST PRACTICE AWARDS 60Best Practice Award Inter-agency Collaboration 61Best Practice Award Organisation Development 65Best Practice Award Regulation 69Best Practice Award Resource Management 73Best Practice Award Service Delivery 76Best Practice Award Stakeholder Communications& Engagement 79

INDEX OF AWARD RECIPIENTS 83

ACKNOWLEDGEMENTS 87

3We,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 first class Public Service,

worthy of Singapore.

THE PUBLICSERVICE PLEDGE

4The service awards recognise public officers and members of the public who have contributed to better service delivery and better outcomes for Singapore.

SERVICE AWARDSPS21 STAR SERVICE AWARDPS21 DISTINGUISHED STAR SERVICE AWARDPS21 STAR CUSTOMER AWARD

5PS21

&

Award

DISTINGUISHEDSTAR SERVICESTAR SERVICE

The PS21 Star Service Award celebrates public officers who have made a difference 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 officers will receive the PS21 Distinguished Star Service Award. Identified from the winners of the PS21 Star Service Award, these officers merit special distinction for their exceptional contributions in service delivery.

6JACOB EMMANUEL J KATHIRAVANChief Butler, Presidents Office

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 Office. Ever since my first 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 first National Day Rally speech, PM Lee Hsien Loong remarked that even if you are just a coffee 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, PHEBESenior Executive, Procurement and Office Services

State Courts

As public servants, we are always mindful of public perceptions. As a procurement officer, 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 WINGSenior 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 different 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 difference to everyone I serve, and this motivates me to work harder every day.

HARLINA BINTE TAMBICase Officer, 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.

7LEUNG SHUN YEE, YVONNEChinese 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 PATRICKTechnical 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 PONAPALAMSenior Technical Consultant

Infocomm Development Authority of Singapore(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 JACQUELINESenior Customer Service Officer

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

8IDAH MARIYANI BINTE MOHAMED SAHIDSenior Library Officer

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 THIRUMALAISenior Librarian

National Library Board

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 efficient information services. Besides the notes from customers, I have also received several awards from NLB, recognising my efforts in service. All of these motivate me to continue in my efforts and strive to even greater heights in delivering excellent customer service.

SAIFUL AMRISenior Officer, 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 TANManager (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 different 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.

9KOH WEI YEE, WENDYConstituency Director, Kebun Baru Constituency Office

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 Office is something we are proud of, to serve and continue to work for our community and in Ang Mo Kio.

LU JUN CAIConstituency Management Executive

Peoples Association

With our extensive outreach into the community, we are often the first 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 difficult situations but I take them all in my stride. To deal with such situations, my approach is to first 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 HOGuest Officer

Sport Singapore

I am proud to be a Public Service officer. 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-CHINGStaff Officer, Maritime Training & Doctrine Command HeadquartersMinistry 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 influence. It is this opportunity to contribute that drives me to serve through the course of my work.

ME5 MARK TEO KOON GUANSquadron Commanding Officer, Air Power Generation CommandMinistry 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 MATHIAZBattalion 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 difference in their lives is a rewarding experience.

ME3 TAN GIM CHEONGEngineer, Force Generation SquadronMinistry 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 CHINGSecretary, Joint Intelligence DirectorateMinistry of Defence

To me, being able to help someone in need by just offering 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 satisfied and gives me a sense of worth. Also, the fact that I enjoy my job motivates me.

ME2 DONALD TANFormation 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 confidence in my work capability even though I had left the Unit two years ago.

GRACE HENG LEK THIANHead Physiotherapist, HQ Army Medical Services

Ministry of Defence

The motto Make a difference 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 affect every soldier. As an Ergonomics - Physiotherapist, it is fulfilling to see an injured serviceman returning to his or her duties quickly because of effective 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 MEISecretary, Maritime Security Task Force CommandMinistry of Defence

The trust, recognition and empowerment given to me by my immediate superior have enabled me to serve the organisation with utmost confidence. 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 PHEWDeferment Manager, National Servicemen Services Centre

Ministry of Defence

In my line of work, I encounter difficult 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 XIAOTINGLead Associate, Saver-Premium Fund Department

Ministry of Defence

The ability to help others through my efforts 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 MEIPublic Relations Officer, Public Communications DepartmentMinistry of Defence

One of the most memorable public requests I have facilitated was to help fulfil 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 difference to him.

MELISSA HON FENG YIExecutive, 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 WENStaff Officer, 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 YHEEStaff Officer, MINDEF Scholarship Centre

Ministry of Defence

This is my first 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 KIATManagerDefence 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 POHDeputy 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 officer, 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 SAMAHSenior Head, Development Planning, School Planning and Placement Division


When I am faced with a difficult 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 LAWRENCESenior 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 MURTHIAllied 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 MAYSenior Specialist, Educational Psychology, Education Services Division


Being in the Public Service allows me to interact with and serve different 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 affect 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 HUATOperations 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 difference 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 difference in their lives. It also further motivates me to continue helping my students overcome their challenges to reach their potential.

HANLEY LOOLecturer-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 HUITeacher 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 finally 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 difficult situation.

YANG SU YINAdministration 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 SAHADANOperations Support Officer 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 CHINSenior Manager (Experiential Learning Research Centre)

Republic Polytechnic

It is important to have patience and to keep an open mind. I will first 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 confirm 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 ESERAllied 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 THIAGARAJAHAllied Educator (Teaching & Learning)Mayflower Secondary School

As an educator who is part of the discipline committee; I strongly believe that being fair is the most important quality. Being firm to an extent, and yet being able to understand a students point of view and look at perspectives in their shoes makes a great difference. 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 SENGSchool 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 effort 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 IVANSenior 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 find encouragement from two motivating quotes. I enjoy my fulfilling 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, LINDAAssistant 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 confidence from people and work well with everyone, including difficult customers.

CHOO KOK LUANGOperations Support Officer

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 difference 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 CHENGKUNTax Officer

Inland Revenue Authority of Singapore

As a frontline officer 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 effectively resolve most of our customers issues.

TEO CHING LING JOANNEAssistant Manager Inland Revenue Authority of Singapore

My motivation at work is reflected 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 officers. 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 GOPALChief Customs Officer Singapore Customs

I believe that difficult customers dont exist, difficult 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 CHOONSenior Accounts Officer

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 beneficial to my work. I have also gained invaluable experiences which help in my career progression.

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Inland Revenue Authority of Singapore

CHIANG XUE LI RACHELAssistant Human Resource Officer, Personnel Development Board (B)

Ministry of Foreign Affairs

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 PHUAAssistant Director, Southeast Asia, Consular DirectorateMinistry of Foreign Affairs

Empathy is one of the key qualities underlying the Public Service ethos. The attribute allows the public service officer 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 officials are forced to be more accountable. As Singaporeans become increasingly affluent, 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 officers, 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 YANGAssistant Director, Protocol DirectorateFormer 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 ARIFFINExecutive, HR Services

Vital

The opportunity to meet and assist retiring officers from different 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 officers 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 find 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 effective and efficient.

TIAH LINGConsultant, 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 exemplified daily by many in my line of work and it deeply inspires me to do the same.

GOVI S/O RAMAN KRISHNAN1Protocol Assistant/VIP Complex, Protocol DirectorateMinistry of Foreign Affairs

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.

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RANI KRISHNANNurse 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, ESTHERHealth 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, JANSenior Medical Social Worker National Heart Centre Singapore

People are usually not difficult by nature. I would rather see their perceived difficult 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 first, 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, AGNESSenior 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 field 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 fulfilling this mission.

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NORHAYATI BINTE AWANG ALISenior Associate Executive

Singapore General Hospital

For the past years working in SGH, I am glad I was given many different opportunities to develop and improve my service skills and work quality. In addition, attending to patients/visitors and dealing with different challenges have made me realise the importance of giving the best service despite the difficulties I face. Thus, helping others and putting a smile on their faces gives me great satisfaction.

LOH WEI WEI, KELVINSenior 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 difference 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 PENGManager, 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 officers. 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 KASINATHANNurse 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.

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ANG-SIA ENG

ANG CHEE SENG

HELEN WONG

Customer Services Executive

Senior Customer Services Executive (Identity Card),Citizen Services Centre

Assistant Duty Officer

Immigration & Checkpoints Authority



As a frontline officer, my job may be routine. It is my greatest pleasure and satisfaction to turn a frustrated, disappointed and angry customer into a satisfied 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 difference 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 effectively 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 YUNOSAssistant Duty Officer


I strongly believe that positive thinking allows me to provide excellent service in my field 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.

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LTA JOEY TAY AI MENGMedical Audit Team Leader, Medical DepartmentSingapore 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 KAHARSection Commander

Singapore Civil Defence Force

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 MASKONSection Commander

Singapore Civil Defence Force

As a fire rescue specialist in the SCDF, I feel a great sense of satisfaction knowing that I am able to make a difference 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 JIEYIParamedic Specialist, Jurong Fire Station, 4th DivisionSingapore Civil Defence Force

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.

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SSG MUHAMMAD ADIB BIN MOHAMAD SHAFIE MASKON

MOHAMED IMRAN BIN MOHAMED YUSOPGroup 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 ARIFFInvestigation Officer, 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 PANDIANGroup Leader, Sengkang NPC, Ang Mo Kio Police DivisionSingapore Police Force

As a police officer, 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 JAMALNeighbourhood Police Centre Officer, 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.

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LING GEOK WAHTeam Leader (Televisit), Prison Link Centre Changi Singapore Prison Service

As a Prison Officer, 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 Officer 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 VASANTHIEIndividual Insolvency Administrator

Insolvency & Public Trustees Office

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 fulfilling 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 SALLEHIndividual Insolvency Administrator

Insolvency & Public Trustees Office

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 STEVENSenior Prison OfficerSingapore Prison Service

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 officer, 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 offenders in the programme, possess an understanding heart towards my supervisees and deploy my hands to enable my supervisees to successfully reintegrate into society.

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ROBANI BIN AMIRActing Senior Executive

Intellectual Property Office 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 difference for the people whom I serve, and knowing that I have helped somebody.

LOH CHOY FUN, MAVISExecutive, Customer Relations Legal Aid Bureau

It is not easy being a frontline staff 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 difference 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 officers or my superiors.

LIM WAN LOORegistration ExecutiveSingapore 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 satisfied 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 RAHIMActing Senior Executive

Intellectual Property Office of Singapore

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.

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ROGER NG WAI HUNGSenior 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 affect 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 CHANGSenior Executive Officer, 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 difference.

LIN YAN ER Customer Service Executive, Woodlands Call Centre Central Provident Fund Board

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.

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NOORSAIDAH BINTE HAJA MOHIDEENCareer Consultant Singapore Workforce Development Agency

Working with difficult 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 ABDULLAHAdmin 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 LINGSenior Executive AssistantBuilding and Construction Authority

I am passionate about my job and I believe in making a difference 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 benefit from the effective 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 TEOManager, Manufacturing & Construction DivisionSingapore Workforce Development Agency

I feel proud to be a Frontline Industry Engagement officer 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 Qualifications (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 benefit more employees. I look forward to working alongside different stakeholders towards the upgrading of our workforce.

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HENG XI LEI IRISSenior 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 effort with our hearts and offer 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 efforts worthwhile!

MAVIS NGSenior Estate Executive

Housing & Development Board

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 different 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 flat 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 financial capabilities to take over the mortgage loan for the flat. 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 difficult by making demands for cash. This frustrated him further and he blamed his situation on HDBs policy.

During this period, I offered him a listening ear and also financial counselling on his various housing options. When the transfer of flat ownership was successfully completed, he was relieved and very grateful for HDBs help.

SUSIMARINA BINTE ROSLICustomer Service Officer

Council for Estate Agencies

When I am faced with a difficult 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.

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LAM TAI WEEHigher 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 difficult 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 HUAYAssistant Manager, Social Service Office (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 difference in the lives of others.

GERALDINE ANN NICOLETTE YANGPsychologist


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 KEEOfficer / ParksNational 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.

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NOOR AISHAH BINTE SYED AKBARManagement Support Officer


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 KUMManagement Support OfficerMinistry of Social and Family Development

To be in the social service sector is about helping people and finding 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 different 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 find meaning in it too.

CHONG WAN KEEEnvironmental 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 fulfilment. 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 off 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 confidence, 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 RUBYSenior Probation Officer


Motivation, for me, is driven not just by passion and fulfilment 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.

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MOHAMED SHAH AL-NAWAZ S/O SYED ABU THAHIREnvironment Health Executive


It is the challenging situations and customers that help shape an officer. Being firmly rooted to my objectives has enabled me to achieve my goals at work.

RAHMAD BIN SIDEKManager


Difficult 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 KARIMSenior Technical Officer, Water Supply Network DepartmentPUB, 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 fulfilment when our customers are happy with our service and when they trust PUB to always give them our best customer service.

HELEN CHIA CHUEY CHUANExecutiveNational Environment Agency

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 confidence and morale in my work!

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SHAMON BIN SABTUSenior Technical Officer, Water Supply Network Department

PUB, The National Water Agency

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 AMILSenior Technical Officer, 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 NGOHAdministration Executive, Bioinformatics InstituteAgency for Science, Technology and Research (A*STAR)

Teamwork divides the task and multiplies the success. This is definitely not an individual effort 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 XIANGSenior 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 fulfilling and gratifying for the team to see our community partners give their very best to support the nations effort in water conservation and keep our waterways clean.

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TAN HWEE ENGAdministration Executive Energy Market Authority

Every day, we should come to the office with a positive attitude and mindset to assist our customers. As service staff, 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 KOHManager

International Enterprise Singapore

The greatest sense of achievement and satisfaction as an IE officer 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 efforts. I have the opportunity to make a difference to our Singapore-based companies with the wide array of options from IEs suite of assistance.

CLARENCE TANSenior Manager (Manpower Development), Aviation Industry Division

Civil Aviation Authority of Singapore

As an industry development officer, I am given the opportunity to engage various stakeholders with different 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 MENNGDeputy Director Agency for Science, Technology and Research (A*STAR)

lm very humbled by this honour to be recognised alongside my fellow public officers serving in the frontline. Realising the full potential in making a difference 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.

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ADHAM YUNOSSenior Principal Executive Service Officer

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 MAHMOODPrincipal Engineering Officer


There has never been a dull moment throughout my 14 years of service in the LTA. I derive a great sense of fulfilment and pride when I see my efforts benefiting road users, especially the vulnerable such as school children, the elderly and the disabled, and knowing that I made a difference 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 LENGAdministrative Officer


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 difficult 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 FONGSenior Air Traffic Control Officer

Civil Aviation Authority of Singapore

I have spent 38 years of my life in the world of air traffic 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.

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SANJIT SINGH GILL S/O SAJAN SINGHSenior 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, CHRISTOPHERSenior Watch ManagerMaritime and Port Authority of Singapore

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 staff, and they will look after our customers. For example, during the course of my work as a supervisor, I make sure that my staff are fairly treated and given the necessary support to enable them do their job efficiently. To me, nothing is more satisfying than seeing a happy co-worker and a happy customer.

JERRY TANSenior IT Project Manager

Prime Ministers Office

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 OHAssistant Manager, Parking Enforcement Land Transport Authority

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.

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KEE ZHONG WAISpecial 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 TANSenior 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 WONGAssistant Executive (Secretariat), PSC Secretariat

Public Service Division

What motivates me to serve is my belief that what I am doing can help make a difference 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 YUNSpecial Investigator

Corrupt Practices Investigation Bureau

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.

AwardService 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

CUSTOMERSTAR

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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 flexible, people-friendly and efficient 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 first 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.

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SANIAH BINTE RASBAN Nominated by the Singapore Police Force

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 officers achieve much more than would otherwise be possible. Regular engagement, timely communication, sharing of information and adequate briefing/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 offering 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

ACHIEVEMENTMILESTONEDISTINGUISHED

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 certification 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.

AwardPREMIER

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

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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 efficiency, 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-efficient new buildings and providing best solutions to retrofit 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 different 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 firms 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 officers conducting safety checks BCAs Service Commitment: We deliver effective solutions through C.A.R.E.

BCAs Annual Innovation Convention

BCAs Annual CSR Day

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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 effort 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 identified 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 staff at the Opening of the Downtown Line

AwardDISTINGUISHED

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

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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 file and pay their taxes on

time. Through these efforts, 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

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Public Service

AwardACHIEVEMENTAgencies 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

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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:PeopleDeveloper(since2002)SingaporeInnovationClass(since2003)SingaporeFamilyFriendlyEmployerAward (2004)PublicServiceAwardforOrganisational Excellence (2006)ISO9001:2000/ISO9001:2008-Information Management Department (since 2007)SingaporeQualityClass(since2009)PublicServiceMilestoneAward(2010)SingaporeH.E.A.L.T.H.PlatinumAward(2012)SingaporeServiceClass(sinceFebruary2014)SingaporeQualityClassStar(sinceFebruary 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 scientific 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 identified as WHO Collaborating Centres in the following core areas of expertise: Transfusion Medicine, Drug Quality Assurance, Food Contaminants Monitoring and Tobacco Testing and Research.

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MINDEF CORPORATE SERVICES DEPARTMENT, DEFENCE MANAGEMENT GROUPMINDEF Corporate Services Department (MCSD) provides centralised corporate services for MINDEF departments in the areas of finance, 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 efficiency. 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 DepartmentA Member of DMG

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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 effective 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,

excellence in public service awards 2014

Documents

public service premier

public service milestone

singapore public service

class public service

outstanding service

excellent service

public service awards

public officers