Now I think more about our customers (and less about the rules) and try to find new things to do to make my customers happy."
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Central Provident Fund Board
Singapore’s Central Provident Fund Board, a social security savings scheme jointly supported by employees, employers and the Singapore Government, serves over 3 million members and 100,000 employers.
The Director of Customer Relations Division explains how his government agency plays a key role securing buy-in from citizens for government policies. He says, “There is a role this government agency plays to connect the policy of the government to the population. If you give good service, you can connect better with citizens and then citizens will have very good buy-in of our policies. That can make the difference between good policy implementation and a lousy implementation.”
He continues, “The UP! Your Service program provides quality and consistency, which helps us ensure the outcome is dependable and guaranteed. Plus, we enjoy the advantages of having our own staff trained to conduct the courses. The feedback we received from participants in Course 100 has been very good. Everyone is asking when they can attend the other UP! Your Service courses.”
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