Service Development And Inspectorate Department

KEY HIGHLIGHTS AND ACHIEVEMENTS IN FY 2006

Achievements on the Service Front

ISO 9001:2000 Certification for SPF Counter Service

In June 2006, Singapore Police Force (SPF) attained the ISO 9001:2000 Certification for its Counter Service. The ISO certification provides the benchmark for SPF to implement a comprehensive Quality Management System to support its Counter Service operations, which is one of the main customer interacting platforms in SPF.

The rigorous certification and re-assessment process provides a structured method for SPF to ensure that its Counter Service processes are fine-tuned for a quality customer experience.

Service Excellence Review

As part of the Service Development and Inspectorate Department’s (SD&I) continuous improvement efforts, the Service Excellence Review was conducted in 2006 to take stock of SPF’s service achievements to date. This review was timed to help SD&I strategise how to counter the challenges faced, in order to raise SPF’s service excellence to the next level.

Service Perception Survey (SPS)

As part of the review, SD&I conducted the SPS to find out the internal service, service mindset and competency level of frontline officers. The survey was conducted with approximately 2,000 frontline officers. Survey findings offered insights on the officers’ motivation for providing good service, and the service related challenges they faced.

Community Partnership Survey (CPS)

The CPS was carried out in conjunction with the review, with the aim of aligning the SPF’s service efforts with the strategic thrust of strengthening community partnership. The survey was conducted with 1,000 recent SPF customers, and focused on soliciting the behaviour that customers wish to see from SPF officers to achieve community partnership.

Ideas, Improvement and Innovation (3-I)

SPF 3-I Convention

This annual event was held on 19 October 2006, and highlights included the launch of the SPF Innovation Journey Comic Book and an inspirational talk. Team and individual contributions to the 3-I movement were also recognised during the event.

SSS Portalite

SSS Portalite is a web-based application, allowing broad-based access by SPF officers to contribute their suggestions. Following its implementation in February 2006, enhancements were carried out to expand the functionality of the system. One main improvement is the capability to track contributions by officers of various categories. Systems are also in place to facilitate the contribution of full-time Police National Service officers (PNSF) to Staff Suggestion Schemes (SSS) and Work Improvement Teams (WIT), and targets are set for all PNSFs to contribute to SPF 3-I movement in FY 2007.

PLANS FOR FY 2007

Service Excellence Review Action Plan

Cross functional working groups were formed to address issues identified during the review. Several initiatives are in the pipeline to address these issues in a holistic manner. Some of the areas being reviewed include training, customer education, providing updates for Police cases, the SPF call centre, and internal service culture. Communication plans were also developed to ensure that frontline officers understand and focus their service efforts to achieving community partnership.

SPF Innovation Journey

SD&I will be streamlining the innovation process by leveraging technology to ensure 3I Continuum of the three IT systems, namely SSS portalite, eWITs and Innovation Challenge Bank, to harvest and identify high quality innovation in a structured manner. Qualitative indicators have been set to facilitate innovation administrators’ assessment of the quality of the staff suggestions. High quality staff suggestions will be further developed into a WITs project. Similarly, Innovation projects, and even The Enterprise Challenge (TEC) projects will be identified through this systematic process.