Summary
Building a service-oriented culture is hard in any organisation. It is especially challenging for a government agency tasked with the regulation, health and safety of the labour force in the country. Yet, the Ministry of Manpower in Singapore succeeded in becoming one of the leaders and champions of service excellence. How did they do it? Their story is pieced together in this behind the scenes look at the design of their award-winning website.
Key Insights
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Singapore is known for its small size but rich diversity, particularly in its coral species.
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The concept of finding and leveraging a narrative can significantly shape an organization's identity and operations.
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User experience orchestration involves mapping customer journeys to expose complexities and improve interactions.
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The Ministry of Manpower successfully reduced call volumes by almost 40% through effective service design.
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Engaging users through empathy and hands-on experience can lead to transformative insights and service improvements.
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Democratizing design allows all employees to contribute to service excellence, enhancing engagement and outcomes.
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Continuous research and user feedback are crucial in maintaining and improving service delivery.
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Service excellence is viewed as an infinite game that requires ongoing attention and adaptation.
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Collaboration among different departments is essential to streamline processes and improve customer experiences.
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Design is about rendering intent into actionable service frameworks that meet users' actual needs.
Notable Quotes
"Singapore is a nation by design; nothing we have today happened by itself."
"To spark a service excellence mindset, we must find the narrative hidden beneath the surface."
"The customer journey map is vital in exposing the elephant in a complex process."
"If we can get design from being a practice of a few to a habit of many, great things can happen."
"The shift in mindset from production to consumption is key to improving user experience."
"It’s not just about redesigning; we need to tend to services like a garden."
"We can create solutions by being in the shoes of our users, not just asking them questions."
"The heart of service excellence lies in constant reflection and learning from our actions."
"The ministry shifted responsibility to the department closest to the customer to enhance accountability and responsiveness."
"We must play the infinite game to ensure sustainable service excellence."
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