Customers’ Experience

HDB is committed to developing a strong quality service culture, and delivering exceptional customer service to each customer. This is crystallised by our service tagline: ‘Making a Great Impact on Customers’ (M.A.G.I.C.). With this in mind, we work together with our customers to better understand and address their needs.

‘Making a Great Impact on Customers’ (M.A.G.I.C.)

Our M.A.G.I.C. tagline is supported by the HDB Shared Values: Integrity, Learning, Teamwork, Excellence, and Care.

We strive to understand our customers’ needs and create M.A.G.I.C. in our interactions with them through several initiatives:

• Regular surveys, such as the Customer Experience Survey, to evaluate our service performance and find out how we can improve our service standards
• Customised training programmes to ensure that our staff continually develop and enhance their service delivery skills
• M.A.G.I.C. CHA CHA CHA service rewards scheme, which recognises and rewards staff for delivering outstanding service. The Champion award is the most prestigious award under this reward scheme, and is given to outstanding staff who have gone the extra mile for service.

Featuring our service role models, the HDB M.A.G.I.C. Champions!

2018 HDB M.A.G.I.C. Champions:

Boon Siong is a passionate officer, who is always willing to extend a helping hand to for residents. His leadership and wide perspective of service have made  him a role model among his peers.

A fire had broken out at a resident’s unit. Upon obtaining the details of the situation, Boon Siong acted immediately to assist the affected family. He co-ordinated with the Rental Housing Department to quickly avail emergency housing to the family and alerted the insurance company to process the resident’s fire insurance. In addition, he liaised with the Constituency Office to render assistance to the family.

His thoughtful and pro-active act had relieved the resident from the pressure of managing additional payment after the fire incident.