INTRODUCTION: Singapore Work Pass Division processes work passes for foreigners who plan to work in Singapore. As one of the best public service provider in the world, it strives to improve processing efficiency and customer experience. Thus, the business process redesign is conducted in partnership with IDEO, an innovation consulting firm.
PROCESS: The project team targeted at enhancing customer experience through the redesign of internal processes and supporting policies. They took a human-centered approach, which focuses on the people who use the process (e.g., staff and applicants). The NSD project comprises incremental, evolutionary, and transformational upgrades in services, interactions, spaces, communications, and staff training.
RESULTS: The efficiency improved impressively for an already quite efficient process. Previously, the division served at least 80% visitors within 30 minutes, and now more than 95% are served within 15 minutes.
EXAMPLES:
Visitors book appointments on-line in advance even before they set foot into Singapore.
Visitors are called by their name instead of queue number.
A square “doughnut” instead of the traditional straight-line counter is built so that counters never seemed inadequately manned.
Amenities are provided to entertain kids while their parents register for work passes.