Working to Combat COVID-19
As the COVID-19 pandemic took hold of our community, HDB sprang into action to mitigate the disruptions to its programmes and services, and safeguard the well-being of staff and customers.
When the virus broke out in migrant worker dormitories, HDB became the first agency tasked to re-house thousands of healthy workers as part of a Whole-of-Government (WOG) effort to contain the outbreak and reduce the impact on essential services, including HDB’s building programme. Moving swiftly, HDB converted 8 Multi-Storey Carparks into housing for 2,300 workers, and vacant HDB Selective En bloc Redevelopment Scheme (SERS) sites for another 5,000 workers. 6 Quick Build Dormitory (QBD) sites contributed another 15,000 beds. Amongst them, QBDs at 4 sites have been handed over to the Ministry of Manpower progressively since March 2021 to operate as Migrant Worker Onboarding Centres, where newly-arrived migrant workers in the construction, marine and process sectors undergo enhanced medical examination and the Settling-in Programme. These sites were re-configured or built within 3 weeks to 6 months – a testament to HDB’s agility and operational capabilities.
Strict Safe Management Measures, such as restrictions on the movement and number of workers on site, were also implemented at all HDB construction worksites to ensure the safety and well-being of the workers and prevent a resurgence of the virus. Even as HDB worked hard with industry partners and relevant agencies to keep ongoing BTO projects on track amidst the difficult challenges facing the construction industry, it continued to keep in close touch with flat buyers whose BTO flats were affected by construction delays. For affected flat buyers unable to find alternative housing arrangements, we rendered assistance with Interim Rental Housing flats where possible.
Those who are currently waiting for their BTO flats can be assured that HDB is working hard to keep BTO projects on track, and will keep them informed on the construction progress. For those unable to find alternative housing arrangements in the interim with family members, relatives or on the open market, they are advised to reach out to HDB for assistance.
HDB also played a key role in keeping the heartlands safe during this pandemic, with the coordination of Safe Distancing operations in our estates, such as at Town Centres, Neighbourhood Centres and common areas in the estates. Taking the lead, HDB formulated a set of Safe Distancing policies that cover these areas, and deployed over 1,000 Safe Distancing Ambassadors and Safe Distancing Enforcement Officers across various government agencies, to help reduce the risks of viral transmission in HDB towns.
With over 200 services available electronically, HDB's customers can access HDB services round the clock via the HDB InfoWEB and Mobile@HDB app
Transforming our Customer Experience
Despite the challenges from the pandemic, HDB did not let up on efforts 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 difficulty, 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 staff requiring these specialist capabilities have been trained.
Aside from building specialist capabilities, HDB continued to equip staff 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 staff to carry out their work more productively, particularly as the majority of HDB staff switched to working from home during the year arising from the pandemic.
(Photo by Ng Wee Liang) In celebration of HDB's 60th anniversary, Singaporeans captured facets of everyday HDB living that showcase distinctive spaces within HDB estates as well as slice-of-life moments in our heartlands
Marking a Public Housing Milestone
2020 was a milestone year for HDB as it marked HDB’s 60th anniversary. For over 60 years, HDB has provided affordable, quality homes for Singaporeans and shaped the cityscape into a quality living environment. In tribute to the countless HDB staff who have contributed behind the scenes to help achieve HDB’s vision of world-class public housing, it launched a commemorative book titled, ‘Home, Truly’, which showcases the evolution of Singapore’s public housing over the years.
‘Shapes of Home’, a photo contest held in partnership with The Straits Times and SPH’s Photonico platform, was also launched to invite members of the public to share what home means to them. The contest garnered over 6,000 entries from Singaporeans from all walks of life, who captured heart-warming everyday moments of what HDB living is all about, and the dramatic evolution of public housing over these past decades.
Accolades
HDB’s work garnered several local and international awards which affirmed its mission of building affordable, well-designed homes, and a great living environment for its residents.
A slate of new projects were conferred awards from the International Federation of Landscape Architects (IFLA) Africa, Asia Pacific and Middle East (AAPME), such as the Bidadari Green and Blue Landscape Masterplan, Punggol Northshore, Woodleigh neighbourhood, Rivervale Shores, Keat Hong neighbourhood and Tampines GreenRidges. The IFLA AAPME awards recognise landscape architecture that demonstrates building resilience and considerations towards climate change.
Parc Residences@Tengah, the first development at Tengah’s upcoming Park District, clinched the Bronze award at the 2020 International Design Awards (Architecture - Low Cost Housing Category), which recognises outstanding design visionaries and architectural works worldwide. HDB received the Merit Award for Tampines GreenRidges at the SIA Architectural Design Awards, under the Residential Projects Category.
HDB’s Smart Lighting for Public Housing Estates was awarded the International Data Corporation’s Smart City Asia Pacific Award 2020. Developed in partnership with ST Engineering, the smart lighting system has helped to reduce energy consumption by up to 60%, as compared to conventional lighting systems.