Remarks by Deputy Prime Minister Lee Hsien Loong at “Celebrating The Stars” evening, 18 February 2003 (Tuesday),
7 pm Ritz-Carlton Millenia Grand Ballroom

Dr Balaji Sadasivan, Minister of State, Ministry of Health and Ministry of Environment, Chairman, Service Improvement Unit, Head Civil Service, Distinguished Guests, Ladies and Gentlemen.

The 180 winners of the Star Service Award today have been chosen from over 120,000 public service officers, for the dedication to their profession, and their service excellence. The selection criteria are stringent, and you have done well to be conferred this award. My warmest congratulations to all of you.

A first class public service gives Singapore an important competitive advantage. When an investor is considering whether to put his money or to set up a plant in Singapore, a major factor is whether the government is functioning efficiently, and in a transparent, predictable manner. And when a Singaporean comes into contact with the public service, how he is treated and the quality of service he receives, would affect the extent to which he feels valued as a citizen and at home in Singapore.

Our public service has come a long way in upgrading itself to meet the expectations of our customers. From the beginning we have had zero tolerance for corruption, and have kept our business climate clean and efficient. Businessmen and investors can get licenses approved and things done with certainty, without hidden costs. In 2002, Transparency International ranked Singapore the 2nd least corrupt country in the world, after Finland.

The public service has also harnessed technology, and embarked on computerisation in a major way. This has significantly improved efficiency. Now, through the Internet, we can file our income tax returns, check our CPF accounts, and even register a company in 2 hours instead of previously 2 days, and also pay a substantially lower fee. We reduced bureaucracy and red tape, and pruned government rules and regulations wherever it is possible to do so.

We are therefore doing things faster, and cheaper. Yet the quest for improvement is never ending. Singaporeans are becoming more educated, better travelled, more sophisticated, and they are demanding even better and faster services. What used to satisfy them are now basic expectations. And it is not just the public service that is facing more demanding customers. In every sector of the economy - retail, restaurants, tourism, professional services, etc - high quality service has become an increasingly important differentiating factor.

Moving forward, the public service will need to be even more responsive, and public service officers need to go that extra mile to seek to understand, empathise with and do something active for their customers.

Today, we are honouring the people who have displayed such positive attitudes. For example, Ms Siow Eng Lan, a Customer Service Officer at CMPB, went beyond her call of duty to extend the passport of a student in less than 3 minutes, so that the student could make it in time for a field trip at 7.30 am the same morning. Senior Lifeguard Mr Dennis Scheidegger (pronounced ‘shy-day-girl’), would always help a wheelchair bound lady in and out of the swimming pool, during her regular therapy sessions at the Swimming Complex.

There are many more inspiring examples. As winners of the Star Award, I hope you will serve as role models for your colleagues, spur others to emulate your behaviour, and help us to produce even more role models for the future.

May I again congratulate all the winners of the Star Service Award. Have a pleasant evening.