Page 5 - CSCF Document
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FOREWORD
Men and women of PUB,
PUB exists for one purpose and one purpose only – to serve our customers.
We provide our customers with clean and wholesome drinking water; we take away their
used water; and we ensure that their homes and workplaces do not get inundated by the
heaviest of storms. And we are rewarded for doing this, either directly from the customer
in the form of tariffs or indirectly from general taxation.
Never forget that every person who lives in or visits Singapore is our customer, and that
PUB is the only one who he or she can turn to for water utility services. It matters not that
your everyday job is to interface directly with our customers, or that your responsibilities
lie unseen to the public eye but are nevertheless central to delivering the outcomes that
we have promised to our customers. Every one of us owes a duty of care to our customers.
Never forget that the customer is the reason why PUB exists, and that our customers are
the reason why you and I have our jobs. Indeed, our duty to the citizens and people of
Singapore is a grave and heavy one.
No customer calls us for fun. When a customer contacts PUB, he or she requires information
or practical assistance with a water issue. And it is incumbent upon us to provide this
assistance to the best of our ability. It is entirely in all of our interests to make our
customers as happy as we can. Because unhappy customers mean an underperforming
PUB.
Delivering high-quality customer service is a skill. As such, it can be imparted, developed,
improved on, and then honed to perfection.
For this reason, the Singapore Water Academy and Corporate Development Department’s
Service Excellence team, with the help of the Civil Service College, have created this
Customer Service Competency Framework that is customised to PUB’s needs. We have
done this with one aim in mind – to help you serve our customers better.
NG JOO HEE
Chief Executive
PUB, Singapore’s National Water Agency
CUSTOMER SERVICE COMPETENCY FRAMEWORK | 2
