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Service Beyond Excellence

Interview  -  Ng Hock Keong

Singapore’s Central Provident Fund Board (CPFB) has won many accolades for its service excellence and innovations such as the groundbreaking my.cpf online portal. Ng Hock Keong, the Quality Service Manager (QSM) behind many of CPFB’s service initiatives, shares his views on the challenges of change in a mature service-oriented agency responsible for over three million members.

Integrated Sevice Delivery:The Australian Department of Human Services

Interview  -  Jeff Popple

Jeff Popple, from Australia’s Department of Human Services, discusses their experience in integrating service operations across different agencies, in order to achieve large-scale synergies.