SLA officers serve a wide spectrum of customers and stakeholders in the organisation’s
day-to-day operations and endeavour to address and resolve issues in a timely, effective and
To recognise the efforts of SLA service staff, the SLA held its inaugural Service Appreciation Day
where officers also signed the Service Appreciation and Pledge Board to signify their service commitment.
Peter Drucker said, “Quality in a service or product is not what you put into it. It is what the customer gets out of it”. Indeed, service excellence is critical towards the success of any organisation today. On 23 March 2018, SLA took the next step in the journey towards achieving service excellence with the launch of the SLA Service Charter. The SLA Service Charter sets out the service principles and behaviours developed based on staff input.
With its catchy slogan, “SLA LISTENS”, the charter aims to enhance service delivery for both internal and external customers. “LISTENS” stands for:
Service with Respect
The Service Charter encourages officers to be professional in their interaction with customers and partners, forge stronger relationships with them based on mutual respect, be more empathetic towards identifying customers’ needs and proactively engage them by providing solutions and seeking feedback for improvement.
Indeed, great service will not be possible without the commitment of officers across all levels of the organisation. Thus, during the launch of the Service Charter, SLA Senior Management took the lead to serve snacks to staff to show their appreciation.
In addition, six Annual Achiever Awards were given out to officers who had displayed exemplary service while 11 awards were given out as part of the SLA ExCEL Innovation Awards 2018 (three Innovation Champions and eight Innovative Project Teams).
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