'The role of the Public Service is to serve the common good and safeguard Singapore's interests,' he said at the PS21 Star Service Awards ceremony to recognise civil servants who have gone beyond their job requirements to help members of the public.
'As much as we try, we may not be able to accede to every request we receive. It is important that we engage the people we serve and help them understand why sometimes we cannot give them exactly what they ask for, but reassure them that we will do our best to help them.
'It is helpful when customers understand the constraints we face. They can help us explain to other people. They can also help us improve our service delivery, so everyone benefits from the improvements.'
Mr Teo, who is also the Defence Minister and Minister in charge of the Civil Service, said the public sector should also review its policies to ensure they are relevant, and continue to invest in building capabilities and developing talent.
'It is hard to predict how deep or long this economic downturn will be. While we help Singaporeans deal with the present difficulties, we should also look beyond this crisis, and position ourselves to emerge stronger when things pick up again,' he said.
He also called on the public service to seek new way to improve its service, like reducing the waiting time for members of the public through e-appointments, and tapping the widespread use of mobile phones to deliver services and information.
Turning to the H1N1 flu threat, Mr Teo urged Singaporeans to be 'psychologically prepared' that the outbreak may develop into a long-drawn pandemic, but said they should not be unduly alarmed.
The recent flu outbreak, which has killed 30 people and spread to 22 countries, is a reminder that the public service here must remain vigilant and responsive, said Mr Teo.
'In times like this, the role of the Public Service becomes even more critical. With the increased risk of a pandemic resulting from the Influenza A(H1N1), the Public Service is called upon to ensure that appropriate precautionary measures are put in place,' said Mr Teo.
'Our people also look to the Public Service to keep them informed about the situation, as well as for guidance as to what measures Singaporeans and citizens here need to take to protect their own health and the health of everyone living or visiting here.'
