Upon arrival at Changi Airport's Terminal 1, I stopped by the Transfer Desk and asked the Customer Service Officer (CSO) on duty where I could find a post office.

I was told there is no post office but only a post box in Terminal 1 and I was given its location. As for stamps, they may be available at the 7-Eleven store nearby, or else I would have to go to Terminal 2 by Skytrain to get them from the post office there.

Playing the role of difficult customer to a hilt, I asked where the "bamboo garden" was. The officer had not heard of it, but proceeded to tell me about the sunflower garden and the cactus garden and their locations.

A little further along was an information desk. Before I could reach the officers, I was accosted by three smiling girls in black T-shirts who offered their help.

I repeated my question about the bamboo garden and was immediately given the location, as well as a caution not to expect anything spectacular…

It turned out they were polytechnic students doing a stint as youth ambassadors in the airport.

Verdict: As they say, a new broom sweeps clean. But it does put Changi Airport's staff to shame that she was less knowledgeable than the amateurs.

I phoned Inland Revenue Authority of Singapore (IRAS) to ask if I could have my tax assessment for the year ending 31 December 2006 sent to me without waiting for it to arrive in due course. I explained that I wanted to include it in my application for permanent residence.

I was told that I did not need it as the application would be judged on my past assessments and not this latest one. I insisted and was told I would get my assessment within three weeks. I got it through the post in less than two.

Verdict: The willingness to accommodate my request is very much appreciated-as is IRAS's efficiency in giving the assessment promptly.

I rang the National Library Board (NLB) enquiry hotline and was pleasantly surprised that its telephone system allowed me to select speaking to a CSO at the first level.

I asked if I could reserve a copy of the latest Harry Potter book and a friendly voice told me I had to do it online, giving the URL at the same time. I asked to be guided through the steps and the officer was able to do so correctly.

Verdict: I enjoyed my unhurried and informative conversation with the CSO, and her patience in helping this tech-averse customer navigate the online system.

THE AGENCIES REPLY...

CAAS responds

We are pleased to hear that the three young ladies were able to provide the right directions. They are our Changi Youth Ambassadors - student volunteers trained by CAAS Customer Service Officers to assist passengers. We agree wholeheartedly that permanent airport staff, such as staff at the Transfer Desk from one of the ground-handling companies should also be knowledgeable about airport facilities. We appreciate the feedback as it will spur us to do more to equip our airport staff from all the various organisations and companies with information about airport facilities.

Mr Tan Lye Teck
Quality Service Manager
Civil Aviation Authority of Singapore

---

IRAS responds

Our commitment is to complete at least 90 per cent of Individual Income Tax assessments by October of each year and we process the cases based on our assessment schedule. However, we will do our best to accede to taxpayers' requests whenever possible.

Mrs Tan-Yeo Wei Kuen
Manager, Taxpayer Services Management Unit
Inland Revenue Authority of Singapore