Page 24 - CSCF Document

I always build a strong rapport with contractors, external agencies and internal colleagues.
To me, I believe that if I build a good rapport with these 3 groups, my job can be easily
done. To me, they are my stakeholders and I must take care of them. That’s why when I
need help, I will just call them to let them know my problems, and they would help me
willingly. There are times when they disappoint me because they make mistakes and I get
scolded by my customers for them. But it is okay. To me, people make mistakes. If I can
make mistakes, why can’t my contractors make mistakes? So I must be flexible with my
contractors as well.

– An officer proactively seeking information, resources and
support from others outside own immediate team in order to help
achieve results

At the ground level, there’re always a lot of frustrations because they fail to understand
that LTA’s work can actually be as demanding, if not, more. When we have cross-agency
meetings, I think that’s when I also get enlightened and understand their challenges. The
meetings help us to understand how they resolve difficult issues - some of which are
applicable to us! So we do have some peer learning which is useful and I think that’s
where my guys would be keen to understand other agencies better. Rather than fighting
head on, at least they now try to resolve issues together.

– An officer sharing on how he manages inter-agency tensions

We have a close working relationship with the NS team. To facilitate this, we allow the NS
team access to our call centre system containing both the customer and operational data.
We also include additional information such as the location of the leaks. NS officers can log
into the system to look at case updates and what other officers have told the customer.

– An officer sharing on integrating systems and technology
across units to allow for common access to enhance customer
experience