HDB Annual Report 2020/2021

A Resilient HDB In the past year, we have made full use of the digital-first capabilities that HDB has built up over the years and adapted our processes quickly to ensure seamless service delivery to our customers. As a result, despite the severe disruptions caused by the pandemic, we achieved an improved Net Promoter Score of 9.5 in the latest Customer Experience Survey, a jump from 1.8 in the previous survey. HDB’s agility and resilience were also put to the test in our fight against COVID-19, and have held up well. At the peak of the pandemic, we set up quarantine centres and temporary accommodation to re-house healthy migrant workers in record time. Many colleagues also answered the call of duty, and stepped up to walk the ground as Safe Distancing Ambassadors and Enforcement O cers. Other colleagues adapted quickly and continued to deliver essential HDB services during the 2-month Circuit Breaker in 2020, minimising inconvenience to our customers and ensuring HDB’s business continuity. Towards the New Normal HDB celebrated its 60th Anniversary last year. Anyone who goes around this tiny island that we call home, will be able to see the history, development, and success of public housing playing out before their eyes. Despite the turbulence of this past year, HDB capped 2020 by clinching the Transformative Agency of the Year award. This significant achievement is the result of the hard work of everyone in HDB, including the pioneers and all those who have come before us in HDB. In this regard, I would like to thank Dr Cheong Koon Hean, former CEO of HDB, for her strong leadership in the past 10 years, leaving behind an organisation in shipshape and well poised for the next phase of its development. Going forward, the immediate challenge is to recover from and achieve a smooth landing for the current delays in our BTO programme. We also need to confront the challenges of tighter land supply and meeting the rising housing aspirations of Singaporeans, while responding to the evolving conversations on balancing development and conservation. Against this backdrop, HDB seeks to emerge stronger from the experience of the past year and to stay the course of our transformation, to deliver endearing homes that all are proud of. 10 HDB ANNUAL REPORT 2020/21