EFFECTIVE COUNTER SERVICES COURSES FOR CIVIL SERVANTS

Mr Yeo Toon Chia: To ask the Minister for Finance whether his Ministry will (i) conduct public relations courses for civil servants who work at counters or have to deal with members of the public daily, and (ii) select officers who are good at languages to deal with members of the public in order to create a better image of the civil service.

Mr S. Vasoo (Bo Wen): Question 8, Sir.

The Minister for Finance (Dr Hu Tsu Tau): Mr Speaker, Sir, the Civil Service Institute already conducts Effective Counter Services courses for officers who work at counters or have to deal with members of the public. In this financial year, it conducted five such courses for 99 officers from the Ministry of Homes Affairs and the Ministry of Health. Twelve courses are planned for financial year 1986-87. These are specially tailored to meet the needs of the particular Ministry, and more will be conducted at the request of Ministries.

The CSI also conducted five Telephone Techniques workshops for 121 Division III and IV staff this financial year, to give them the knowledge and skills required for performing their jobs courteously. Five such workshops for clerical and secretarial staff are planned for financial year 1986-87.

Ministries and Departments also conduct their own training.

Good public relations and courtesy can also be reflected in the organization of work and the environment at public areas. The Member for Ang Mo Kio may be pleased to know that Work Improvement Teams (WITS) comprising counter and other staff have completed 60 projects that have contributed to improving the public's perception of the quality of service they receive. These projects include lessening waiting time at counters, providing better directional signs and more comfortable waiting areas, and reducing the response time of ambulances. In June 1985, the Ministry of Finance organized a special seminar on A Better Public Service, where experiences and ideas on improving counter services were shared.

As for his second question, the Member for Ang Mo Kio will be pleased to know that we select not only those good at languages but also those with the right dispositions to serve members of the public.