New app and programme to improve Tanjong Pagar Town Council's rapport with residents

A new mobile application is set to improve the way Tanjong Pagar Town Council (TPTC) staff members interact with residents. -- PHOTO: SERVICE AMBASSADOR APP
A new mobile application is set to improve the way Tanjong Pagar Town Council (TPTC) staff members interact with residents. -- PHOTO: SERVICE AMBASSADOR APP

SINGAPORE - A new mobile application is set to improve the way Tanjong Pagar Town Council (TPTC) staff members interact with residents.

The app, developed specifically for the town council by IT company Combuilder, allows staff members to survey residents and key in any feedback on the spot during their walkabout inspections. The information is then fed directly back to the town council's database.

The town council's general manager, Mr Simon Koh, said the app's surveying component ensures that property executives and managers actually engage the residents in conversation.

"It's actually an ice-breaker to some extent. The key thing is to engage. Even if there's no feedback, it doesn't really matter," said Mr Koh.

The app is one facet of TPTC's Service Ambassador programme, which was launched on Friday. The programme aims to encourage town council staff to adopt a more proactive approach in interacting with Tanjong Pagar residents.

It also provides training in communication skills for town council staff to step up their service delivery. Thus far, more than 40 property executives and managers have undergone the training, which is provided by TPTC managing agent EM Services and MDIS's Service Quality Centre. All of the town council's support staff, including backend administrative staff and contractors, will also be sent for the training.

Dr Lily Neo, chairman of TPTC, hopes that by engaging more with residents, the town council can pick up on problems earlier and solve them.

"We want to reach out to the silent majority, the people who are not complaining. It doesn't mean that just because they don't complain, there's no problem," said Dr Neo, who is also an MP for Tanjong Pagar GRC.

Mr Tony Khoo, chief executive officer of EM Services, said the app might be rolled out to other town councils if found successful. His company manages TPTC and eight other town councils here.