Civil Service and the way it delivers and interacts with the public
Just to share a little something I wrote:
Over the years, people’s perception of the Civil Service is of one filled with red tapes and compartmentalization of information, leading to much discontent among the general public. However, with the introduction of PS21 many years ago, the Civil Service has started to shed the part of its stone cold image.
Given that changes cannot be expected overnight, it is still welcoming to Singaporeans in general to feel that the Civil Service is finally doing what it was meant to do when it started out in the first place. That is, for the people by the people. It is understandable that many a times, it may have been the prerogative of the Civil Service to think that some information are better left unannounced, leading to the unwanted sounding term of a Nanny state.
When Singapore had first started out after independence, it can not be denied that withholding certain aspects of information might have been for the betterment of the general public, given the many undesirable aspects that were around back then. However, we have come a long way since then and so has the Civil Service. People have grown out of their shell and are better educated and equipped to deal with information. Information that could help make the lives of their fellow Singaporeans better. Even if the Civil Service thinks it is not of use to the general public, let them make the decisions, else, we would never evolve out of the Nanny state mentality.
Through the years, the Civil Service has softened its image and has begun to be more proactive, than reactive. It has also started looking out more for its fellow Singaporeans than pander to the foreigners. It is really a sad case when we see how much better the foreigners, especially the Caucasians, are treated when compared to fellow Singaporeans. However, this is very much a society fault brought along by too much Western influence. Such snobbery of the country’s own people are evident everywhere, such as in Shanghai and Kolkata. It makes fellow Singaporeans feel as if they are the aliens in their very own country.
With the streamlining of information between various departments, many Singaporeans can now get information readily. No more constantly being put on hold or being transferred from one department to another. It can really be frustrating when sometimes all a caller wants to know could be just the operating hours of a particular department. Well, such things do still occur but at least it is not as frequent as before. This could well be an aspect that the Civil Service can look into in improving itself in the eyes of the public.
The Civil Service has also been viewed as being more receptive to ideas from the general public on improvements. Little things like shortening the waiting times at service counters by manning all available counters instead of insisting on keeping some close so that the employees can have lunch. It is understandable that Civil Servants are very much like any human beings and would also need to have breaks but by staggering their breaks, not unlike banks, they have managed to keep everyone satisfied.
Formerly, when one needed certain information, one had to dig through newspaper articles or publications. However, with the advent of the Internet, the Civil Service proactive approach in embracing it, has allowed many to get the information they require at their fingertips, instantly. It has also streamlined the process for many applications, leading to a shorter and less stressful time when making applications. This convenience is a blessing for the Singaporeans in this day and age as many of us have been too caught up in the rat race to be able to find time to go through all the hassle of running from one location to another.
However, with all the convenience of the Internet, the Civil Service has not forgotten about those who have no access to the Internet or those who are illiterate. It has provided more service counters to answer the queries of the general public and many Civil Servants have strived to provide the answers for them. This is especially important, as even with all the advances in technology, the importance of the Human Touch must never be forgotten. Nothing can be more intimidating and off-putting to someone who is illiterate and has no knowledge of computers and be told to head over to the self-service kiosk and get the answers for themselves, even if there is a service officer to help them.
However, with a growing wave of anti-elitism sweeping over Singapore, it would do well for the Civil Service to re-look at how it presents itself to the public, especially the high flyers or the “elites” of the Civil Service, as they are the ones who are constantly in the media glare. Every word of theirs is scrutinized, every actions of theirs debated to no end. For the many Civil Servants who are not of the elite, they are the ones who often have to bear the brunt of their fellow Singaporeans, as they are the most visible ones out there. It would do well for many if the “elites” can tone things down and not put off their fellow Singaporeans, lest making the general public feel that they are third-rate citizens in their very own country.
All in all, it can be said that the Civil Service today is a far cry from the days when it first began. Be it technology-wise or human-wise, it has continually sought to improve upon its image, a far cry from the stone-cold image in the beginning, and working relations with the general public in particular. Nothing is perfect and everyday is a work in progress but kudos must be given for the effort the many Civil Servants have put in thus far to make it a smoother journey for all. With the continuous improvement, it can be said that the future does hold bright for the interaction between the Civil Service and the fellow Singaporeans.
Over the years, people’s perception of the Civil Service is of one filled with red tapes and compartmentalization of information, leading to much discontent among the general public. However, with the introduction of PS21 many years ago, the Civil Service has started to shed the part of its stone cold image.
Given that changes cannot be expected overnight, it is still welcoming to Singaporeans in general to feel that the Civil Service is finally doing what it was meant to do when it started out in the first place. That is, for the people by the people. It is understandable that many a times, it may have been the prerogative of the Civil Service to think that some information are better left unannounced, leading to the unwanted sounding term of a Nanny state.
When Singapore had first started out after independence, it can not be denied that withholding certain aspects of information might have been for the betterment of the general public, given the many undesirable aspects that were around back then. However, we have come a long way since then and so has the Civil Service. People have grown out of their shell and are better educated and equipped to deal with information. Information that could help make the lives of their fellow Singaporeans better. Even if the Civil Service thinks it is not of use to the general public, let them make the decisions, else, we would never evolve out of the Nanny state mentality.
Through the years, the Civil Service has softened its image and has begun to be more proactive, than reactive. It has also started looking out more for its fellow Singaporeans than pander to the foreigners. It is really a sad case when we see how much better the foreigners, especially the Caucasians, are treated when compared to fellow Singaporeans. However, this is very much a society fault brought along by too much Western influence. Such snobbery of the country’s own people are evident everywhere, such as in Shanghai and Kolkata. It makes fellow Singaporeans feel as if they are the aliens in their very own country.
With the streamlining of information between various departments, many Singaporeans can now get information readily. No more constantly being put on hold or being transferred from one department to another. It can really be frustrating when sometimes all a caller wants to know could be just the operating hours of a particular department. Well, such things do still occur but at least it is not as frequent as before. This could well be an aspect that the Civil Service can look into in improving itself in the eyes of the public.
The Civil Service has also been viewed as being more receptive to ideas from the general public on improvements. Little things like shortening the waiting times at service counters by manning all available counters instead of insisting on keeping some close so that the employees can have lunch. It is understandable that Civil Servants are very much like any human beings and would also need to have breaks but by staggering their breaks, not unlike banks, they have managed to keep everyone satisfied.
Formerly, when one needed certain information, one had to dig through newspaper articles or publications. However, with the advent of the Internet, the Civil Service proactive approach in embracing it, has allowed many to get the information they require at their fingertips, instantly. It has also streamlined the process for many applications, leading to a shorter and less stressful time when making applications. This convenience is a blessing for the Singaporeans in this day and age as many of us have been too caught up in the rat race to be able to find time to go through all the hassle of running from one location to another.
However, with all the convenience of the Internet, the Civil Service has not forgotten about those who have no access to the Internet or those who are illiterate. It has provided more service counters to answer the queries of the general public and many Civil Servants have strived to provide the answers for them. This is especially important, as even with all the advances in technology, the importance of the Human Touch must never be forgotten. Nothing can be more intimidating and off-putting to someone who is illiterate and has no knowledge of computers and be told to head over to the self-service kiosk and get the answers for themselves, even if there is a service officer to help them.
However, with a growing wave of anti-elitism sweeping over Singapore, it would do well for the Civil Service to re-look at how it presents itself to the public, especially the high flyers or the “elites” of the Civil Service, as they are the ones who are constantly in the media glare. Every word of theirs is scrutinized, every actions of theirs debated to no end. For the many Civil Servants who are not of the elite, they are the ones who often have to bear the brunt of their fellow Singaporeans, as they are the most visible ones out there. It would do well for many if the “elites” can tone things down and not put off their fellow Singaporeans, lest making the general public feel that they are third-rate citizens in their very own country.
All in all, it can be said that the Civil Service today is a far cry from the days when it first began. Be it technology-wise or human-wise, it has continually sought to improve upon its image, a far cry from the stone-cold image in the beginning, and working relations with the general public in particular. Nothing is perfect and everyday is a work in progress but kudos must be given for the effort the many Civil Servants have put in thus far to make it a smoother journey for all. With the continuous improvement, it can be said that the future does hold bright for the interaction between the Civil Service and the fellow Singaporeans.
posted by Prosage at 1:14 am
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