HDB Annual Report 2020/2021

Transforming our Customer Experience Despite the challenges from the pandemic, HDB did not let up on e orts to enhance the customer experience through digitalisation. With over 200 services available digitally, 99% of HDB’s transactions can be done online anytime via the HDB InfoWEB and Mobile@HDB app. This push towards digitalisation has enabled customers to access HDB’s ready suite of digital services safely and seamlessly, even when unprecedented closures and restrictions were put in place nationwide to reduce the spread of the COVID-19 virus. In the FY, apart from adopting more digital payment options, HDB successfully moved 92% of its processes to digital signatures, a significant increase from the 77% in the previous FY. With digitalisation transforming its services, HDB has been able to devote more resources to customers who would benefit from personalised assistance and face-to-face consultations, such as helping flat owners in financial di culty, advising elderly flat owners on monetisation options, and guiding rental tenants in their home-buying journey. For its commitment in delivering a seamless customer experience, and in building quality living environments and stronger communities for Singaporeans, HDB received the Transformative Agency of the Year Award from the Public Service Division in October 2020. Building A Digital-Ready Workforce As HDB continues to accelerate its digital transformation to deliver a smooth and seamless experience to customers, it also continued to focus on building a digitally-confident workforce that is ready for future challenges. Strengthening engineering and ICT (Information and Communications Technology) capabilities remained a key priority this FY, in tandem with HDB’s drive to develop smart and sustainable towns. Role-based competency training frameworks were also developed under HDB’s Digital Masterplan to build digital capabilities in business analytics, building information modelling (BIM) and geospatial technology. In the FY, over 70% of sta requiring these specialist capabilities have been trained. Aside from building specialist capabilities, HDB continued to equip sta with basic digital and data literacy, tapping on WOG tools such as the LEARN mobile app. A wide range of digital workplace tools was also rolled out to enable sta to carry out their work more productively, particularly as the majority of HDB sta switched to working from home during the year arising from the pandemic. 37 HDB ANNUAL REPORT 2020/21