Lim Jaime
JTC Corporation

Anyone who wants to provide outstanding service must be able to put himself or herself in others' shoes. Lim Jaime is such a public officer. In fact, for a recent project, she made it a point to consider the needs of every one of her 3,000 customers.

Jaime is an admin executive in JTC Corporation's (JTC) Housing Development Group, which provides flats, apartments and dormitory units to those who come from overseas to work in Singapore.

In January 2004, she was tasked to help manage a Repairs and Redecoration (R&R) project at Kian Teck Dormitory. The project aimed to enhance the functionality and safety of the estate as well as the overall quality of life for the residents.

Tackling a major challenge

Sharing her experience, Jaime said: "The most challenging task was working out the R&R work schedule. The dormitory houses some 3,000 workers, all of whom work on shifts, so scheduling the R&R work while minimising inconvenience to the residents was not easy."

Over the course of two weeks, Jaime called over 100 companies whose workers would be affected and registered everyone's shift timings. She also arranged for the contractor to stagger the work periods at each of the 411 dormitory units. The result was an R&R work schedule which could accommodate all the myriad timing requirements.

Jaime also suggested posting notices on the doors of the units to inform the residents of the anticipated works in advance. When she was on site, she helped to put up the notices herself.

Taking care of details

Knowing that disturbances to the residents were inevitable whenever R&R works are carried out, Jaime tried to ensure that inconveniences were kept to a minimum.

For example, she personally ensured that all female occupants were vacated from their units before the contractor's workers started R&R work in those units.

She also requested for the contractor to provide a lady supervisor to monitor the work in those units.

And when noise posed a problem, Jaime promptly provided ear plugs to all the residents.

With so many details to look into, it is no wonder that Jaime visited the site every other day, including weekends when necessary.

Multiple award-winning staff

For her fine efforts, Jaime was presented with the JTC Annual Team Challenger Award in 2004. This award recognises officers for their zeal and outstanding contributions over the past year.

And it is not the only award Jaime has received. In fact, since joining JTC in 2001, she has bagged seven other quality service awards.

But awards and recognition are not what motivates her to excel. She said: "I derive a strong sense of satisfaction and achievement when I'm able to solve my customers' problems. The passion to solve customers' problems drives me at work.

"I meet up with customers and understand their needs and problems. As a team, we think of ways to improve work processes and address customers' concerns so that they are satisfied. Every obstacle and challenge is a learning opportunity and I firmly believe there is always a solution to every problem I encounter!"

— Contributed by Tang Shuk Yee, JTC