Job Description

What the role is:To plan, implement and review SCDF policies and processes related to Service Quality for organisational service excellence.What you will be working on:The scope of responsibility for SO Service Development includes: a. Formulate and review strategies and plans of Service Quality in terms of systems, organisation and procedures. b. Develop service competencies through promoting organisational service culture and reinforce the correct service mind set in officers, as well as the management of public perception and expectations of SCDF services. c. Review service doctrines and standards, and strengthen the officer-customer interfaces through various audit and recognition/rewards programmes to enhance the overall customer experience. d. Conduct research into and evaluate service excellence practices adopted locally by government agencies and private sectors, and internationally by developed countries. e. Propose best practices, service excellence initiatives that address the Business Excellence framework of determining customer requirements, managing customer relationship and determining customer satisfaction. f. Conduct in-depth study and analysis into feedback data/information and prepare reports to facilitate corporate review and reporting. h. Strategise, propose, develop and manage the service recognition system. This includes the administration of Service Excellence Awards and processing of nominations for Ministry and National-Level service excellence awards.What we are looking for:- A good command of English and good interpersonal skills in liaising with internal and external customers - Detailed and meticulous in planning - Ability to work independently and with minimal supervisionAbout MHA - Singapore Civil Defence Force (SCDF):The Singapore Civil Defence Force (SCDF) is a uniformed organisation under the purview of the Ministry of Home Affairs. The main role of SCDF is to provide fire-fighting, rescue and emergency ambulance services; mitigating hazardous materials incidents, as well as formulate, implement and enforce regulations on fire safety and civil defence shelter matters. In 1982, the National Civil Defence Plan was launched which spearheaded the emergency preparedness for the nation. With the enactment of the Civil Defence Act in 1986, the SCDF was established as an independent organisation under the Ministry of Home Affairs (MHA). In the same year, the Hotel New World collapse paved the way for joint operations between the SCDF and Singapore Fire Service (SFS). Due to the similarity in roles and functions, the SCDF and SFS were formally integrated on 15 April 1989. Over the years, the SCDF has improved its life saving operations through innovations and programmes to enhance her fire-fighting, rescue capabilities and public education plans. The Light Fire Attack Vehicle (The Red Rhino) and Tracked Fire-Fighting Vehicle are some of the customized solutions which the force has developed to increase its operational capabilities. The SCDF also actively engages the local community through its wide-ranging public educational programmes and community-based activities to enhance the resilience and emergency preparedness of the civilian population. Today, the Force is recognised by the population as a professional body of well-trained officers and men geared to respond to all types of life-threatening emergencies round-the-clock. An operationally ready SCDF, working hand-in-hand with a prepared and resilient population, helps to ensure that the nation is capable of handling any untoward eventualities.

Singapore Civil Defence Force