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| Always eager to please |
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With rising
public expectations, the Ministry of Defence (MINDEF)
is looking beyond simply satisfying the public to
exceeding their most exacting expectations. To achieve
that, MINDEF adopts a consultative and responsive
approach.
Dr Tan Kim Siew, MINDEF’s Permanent Secretary
(Defence Development) and Chairman of the MINDEF
Productivity and Innovation Committee, said: “There’s
no point being productive and innovative if
you don’t serve your colleagues and your customers
to the best
extent possible.
“Service excellence is very important; it’s
the final step in the delivery of your product and
your service to the people whom you work with.”
And who are MINDEF’s customers? He added:
“Customers are everyone whom you interact
with.” Hence, customers could refer to colleagues,
National Servicemen (NSmen) or members of the public.
MINDEF has introduced many initiatives to enhance
service. For example, high standards of responsiveness
have been set for staff of the Central Manpower
Base (CMPB) and NSmen Payment Centre (NPC) of D’eXecutive
Services. Additionally, a MINDEF eServices call
centre now unifies all telephone touch points.
MINDEF also established the Quality Service Working
Committee to examine methods and monitor efforts
to enhance the capacity for service excellence and
maintain the service excellence culture in MINDEF.
The MINDEF Service Standards have also been reviewed
to meet customers’ needs — that is the
requirements of NSmen, National Service Full-time
staff (NSFs) and pre-enlistees.
To ensure that public expectations are met, MINDEF
carries out mystery customer audits at CMPB and
MINDEF eServices.
The MINDEF front-line agencies have adopted a “No
Wrong Door” policy. This means that all MINDEF
agencies take responsibility for directing feedback
and problems to the right agency.
And officers who consistently deliver excellent
quality service in challenging situations are honoured
with the MINDEF Star Service Award. Read about three
outstanding officers in the following stories and
be inspired! |
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By
MINDEF
Next: Service star: Sarjit
Kaur |
