Tey, Eng Soon Thomas (2010) TRANSFORMATION OF BRANCH OFFICE BUSINESS MODEL (Housing & Development Board of Singapore). [Dissertation (University of Nottingham only)] (Unpublished)

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Housing & Development Board (HDB) serves a wide variety of customers that

ranges from those who are highly educated to those who are illiterate. This wide

customer base results in customers requiring different channels to contact HDB.

To make it convenient for the customers, Branch Offices (BO) were set up in the

HDB heartlands to serve each town. Its close proximity to the ground also made

it an ideal channel to promote the building of communities through close workings

with the residents and grassroots organizations.

With the tightening of government funding, the challenge is for HDB to continue

providing the same or better level of customer service in the most cost effective

manner without any increase in resources.

To meet this challenge, a cost–effective business model was developed with the

ultimate goal is an integrated solution that spanned physical boundaries. The

Service Centre concept emerged as a more cost efficient business model, with

the implementation of a file-less operation model being key. There is also a need

to review the existing services provided at the Branch Offices, particularly with the

intention to hive off non-core functions to focus on being a housing authority and

to improve the efficiency and effectiveness of the core functions that continue to

remain key to the Branch Offices’ operations.

This report covers the review and development of the BO service model and the

implementation of the file-less operation model. Two other case studies are also

reviewed under the scope of the Transformation of Branch Office Business

Model. One pertains to the outsourcing of non-core function (the outsourcing of

the car parking enforcement function by replacing the existing long term parking

system using the RFID technology) and the other involves the re-engineering of a

core business function (revamping telephone enquiry function with the

implementation of VoIP and Virtual Call Center).

Item Type: Dissertation (University of Nottingham only)
Depositing User: EP, Services
Date Deposited: 12 Jul 2010 15:31
Last Modified: 21 Mar 2022 16:06

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