Job Description

What the role is:Context of the Role \xe2\x80\xa2 The operating environment of the Public Service is undergoing fundamental and rapid change. The issues we face are complex and multi-faceted, which impact the way the Public Service operates and organises itself. To prepare the Public Service for these changes, we have begun the journey towards Public Sector Transformation (PST). \xe2\x80\xa2 As part of the current phase of PST, we aim to be on par with globally leading companies in our delivery of public services. A key transformation in the delivery of citizen services is to take a citizen-centric service journey approach to organising services. Our aim is to transform the current citizen experience of having to navigate across different public agencies to an experience of the Public Service \xe2\x80\x9cknowing, understanding and interacting with me as One\xe2\x80\x9d. In addition, we will be tapping on digitalisation to achieve more efficient and effective service delivery by 2023. \xe2\x80\xa2 PSD/ServiceSG operates a network of ServiceSG Centres which serves as a \xe2\x80\x9cone stop physical concierge\xe2\x80\x9d for citizens who are not able to transact digitally with the Government. Citizens could get help on more than 400 commonly transacted digital government services. This has helped to achieve better service delivery outcomes and improved customer satisfaction. Across the network, we currently have 2 main hubs (ServiceSG Centres) located at Our Tampines Hub (OTH) and One Punggol (OP). In partnership with the People\'s Association (PA), we have also piloted the setup of 3 community nodes at selected Community Clubs (ServiceSG@CC), with 2 more due to be launched by 2023. The 5 CCs are: Nee Soon Central CC, Kampong Chai Chee CC, The Frontier CC, Keat Hong CC and Bukit Canberra. More centres will be identified beyond the pilot phase.What you will be working on:Responsibilities \xe2\x80\xa2 You are the face of the Public Service, and ServiceSG\'s ambassador to ensure the smooth running of the service operations at the existing or/and new ServiceSG Centres or ServiceSG@CCs, delivering service excellence and ensuring that citizens\' needs are promptly and meticulously addressed. \xe2\x80\xa2 Our centres operate daily from 8.30am to 6.30pm (except public holidays). You will be deployed on a 5-day rostered shift (including weekends) and may be required to rotate among the different sites. [Specific Areas of Responsibilities] \xe2\x80\xa2 Provide top-class frontline customer service to assist and guide citizens on more than 400 frequently used government e-services, as well as to educate and promote the digital literacy and a culture of self-serve. The service delivery also includes diagnosing and anticipating citizens\' needs based on their demographic profile, and value-adding to citizens by proactively recommending adjacent government services to them. \xe2\x80\xa2 Collect and address citizen and agency feedback on the services rendered at the centres. This includes working with other agency stakeholders or appointed vendors to address ground issues, improve operational processes and manage service escalations and responses to feedback. \xe2\x80\xa2 Provide administrative and operational support for the centre operations, such as rostering, daily operational reporting, basic troubleshooting on the centre\'s IT systems, partake and coordinate training and meetings, liaise with agency stakeholders and appointed vendors on daily service operations, ensure the notice boards are kept up to date and presentable. \xe2\x80\xa2 Provide logistics support which could include the admin matters for training and workshops for staff and stakeholders. \xe2\x80\xa2 Support the team in projects and other administrative tasks.What we are looking for:Requirements We are looking for motivated individuals who can work autonomously in a fast-paced environment. You should be comfortable with ambiguity, be action-focused, and be comfortable to explore new ideas and work them to deliver desired outcomes. Key Competencies Required \xe2\x80\xa2 [Customer Service and Case Management]: Able to handle service requests by providing accurate information about a specific product / service and clarifying the policy intent behind them. Handle difficult customers tactfully and defuse hostility, and exercise judgment to escalate cases to supervisors / coordinate case transfers to relevant parties if required. \xe2\x80\xa2 [Customer Experience Strategy and Engagement]: Transform service delivery through identifying and translating new technologies to new ways of delivering services which are more customer-centric and productive. Reimagine the delivery of services from a customer-centric perspective, identify improvements and redesign the service delivery process. \xe2\x80\xa2 [Thinking Clearly and Making Sound Judgements]: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesise data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind. \xe2\x80\xa2 [Serving with Heart, Commitment and Purpose]: Able to put yourself in the shoes of citizens to understand their needs and concerns and recommend solutions that address them. Demonstrate care and empathy in understanding citizen\'s underlying needs and going the extra mile to help, and provide prompt follow-up. \xe2\x80\xa2 To achieve the above, you should possess the ability to communicate effectively verbally. The ability to converse in a second language or dialects would also be advantageous as you interact with citizens from all walks of life. Applicants will typically be notified on whether they are shortlisted or not within 4 weeks. Successful candidates will be offered a 2-year contract in the first instance.About Public Service Division:[About PSD] The Public Service Division (PSD) aims to build a first-class Public Service for a successful and vibrant Singapore. We do this through public sector leadership development, capacity and capability building and the promotion of quality services at all levels of the Public Service. We are looking for outstanding candidates with the vision and passion to contribute to help shape Singapore. [Why Join Us] When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well-being and partner you in your career growth. Being in the business of developing People and driving transformation makes our work deeply Purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans. If you share our passion in reimagining the Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us! You can also connect with us via LinkedIn at https://www.linkedin.com/company/public-service-division |People, Our Pride| Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest|

Public Service Division