Winning InfoWEB

Experts and the public place HDB InfoWEB among top three outstanding government websites.

Easy to use, navigate and with a whole host of online services and features, HDB’s corporate website, the HDB InfoWEB, has made it to the top.

It emerged as one of three outstanding winners of the inaugural Singapore Government Web Excellence Awards 2009, selected from a pool of 66 government sites.

Jointly organised by the Ministry of Finance and the Infocomm Development Authority, the award aims to publicly promote and recognise good government websites.

As the public are the end consumers and users of the sites, in addition to an expert panel, a public poll of about 26,000 helped decide on the winners and winning points.

There are four award categories: Most User-Friendly, Best Content, Top e-Service, and Best Managed Website. In all four award categories, HDB ranked among the top three positions. The other two winners are CPF and LTA.

The Channel of Choice

Good sites do not just evolve. It takes forward planning and a clear vision to create a website that meets the needs of its users. In HDB’s case, with a large customer base and diverse needs, the challenge is even greater.

First launched in 1995, HDB InfoWEB has since moved rapidly from a simple informational channel to an interactive one-stop service point for online customers.

From flat buyers to flat owners and motorists to commercial and industrial tenants and lessees, HDB InfoWEB is a very busy portal serving this entire range of customers. Despite this challenge, in the 2008 Customer Satisfaction Index of Singapore Survey initiated by the Public Service Division and conducted by the Singapore Management University, the overall positive experience for HDB InfoWEB is 7.01, higher than the average of 6.86 among ten key public-facing agencies.

The latest revamp rolled out in January 2010 has further delighted users with its suite of services, friendly content, and interactive features.

The majority of feedback received commented positively on the change: “very impressive, very user-friendly, information easily obtainable, well-designed”, “good effort”, “great job” and “well organised and easy at one look at the site”. Over 82 percent of customers also rated their e-service experiences as “Satisfied” and above and some 83 percent rated the content as “Good” and above.

Its usage rate since the revamp has seen an exponential increase, from an average of 10 million page views monthly in 2006 to close to 21 million page views today.

Constant reviews and updates ensure that HDB InfoWEB keeps pace with customer expectations and leverages on technology to come up with useful new features to deliver winning service.

The “Jam on the Bread”

The jam on the bread and the icing on the cake – these sentiments sum up the feelings of users of HDB InfoWEB where every effort has been made to provide services and information that go way beyond basics.

Mr Basha Mohamed Rahamathulla sent in this feedback, “Details are given nicely and they are easily accessible, readable and understandable. Well done, HDB. Thanks for the GOOD service. No need to queue to see and check any details. The contact person(s) name and their phone/email IDs are additional 'Jam" on the bread. Marvellous idea and implementation. Keep it up Singapore & HDB.”

“I really like the new HDB website,” said Mr Rovis Wee, a resident from Choa Chu Kang Town, “I just renewed my subletting application and now confirmation could be converted to PDF online. This is very neat.”

Mr Zainudin Bin Othman from Bukit Batok added, “The e-Service is very easy and so convenient to use. Although I am not so well-educated and good in using a computer, I can manage to complete the task. Furthermore, it is short and straight to the point.”

Mr Raymond Cheong of Tampines, upon his successful online transaction over HDB InfoWEB, commented, “This e-Service saves everyone time and resources.” And Mr Kashmir Singh from Bukit Panjang gave the thumbs-up to his “My HDBPage” experience, a personalised portal tailored to specific customer needs.

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