Customers and systems owners as valuable partners
Our client agencies and system owners are valuable partners to us. I would like to take this opportunity to thank the agencies who currently sit on our process improvement committee 2010 chaired by DS(PF) MOF who would be sharing their results with us later this year. They are AGD, MCYS, MHA, MFA, MICA, , MOE, MOF, MOH, MOM, MOT, NEA and PSD. Among them, with participation from CSC, MND and MTI, they are tackling a number of processes to streamline and harmonize in areas such as claims management, average training hours computation and reports, formats and delivery of various types of HR letters, standard templates used for payment processes and the reduction in use of hardcopy documents in the service.
I would also like to register a vote of thanks to AGD and PSD for work done this past year with regards to various systems enhancements to existing systems such as PaC@Gov, NFS@Gov and PM2S. We estimated that collectively, their efforts saved some 30,000 man hours of manual work through streamlining and process reviews.
With over a million transactions that pass through our gates, I tell my people we battle Murphy’s law and the law of large numbers daily. There are and have been instances where our services are not up to par. We have identified half a dozen agency specific areas where we would rally around and enhance planning, supervision and in some cases service recovery. Many of these are around specific exercises that the agencies are planning to run this year. We take this opportunity to thank our customers for your patience and continued support.
More than half of Vital.org’s client-agencies subscribe to only our central travel management programme. My travel management team has been working zealously to up the ante and offerings on the corporate card and travel programme. To-date, we have corporate rates with 380 hotel properties, including our local Marina Sands Resort, covering more than 30 countries worldwide and located in over 105 cities. In July 2009, Vital.org called for an open tender to appoint a single bank / card issuer to provide corporate card services to ministries, departments, organs of state and statutory boards. The tender contract was awarded to Citibank N.A., Singapore branch / MasterCard Worldwide and effected on 1 December 2009. There are a total of 8 agencies which are already onboard the Vital.org Corporate Card Program. They are MICA, MOM, MCYS, MOE, MEWR, RP, SCB, CUSTOMS. There are 17 public agencies in the documentation stage with Citibank to establish corporate cards. They are: MinLaw, MOT, SLA, HDB, IRAS, NLB, HSA, LTA, CCS, ITE, NCSS, EMA, IPTO, NPS, SupCourt, SubCourt and Vital.org. I would like to thank these pioneering agencies for supporting our travel offerings.
We want to hear from you
Each of our operating functions has either organized or is planning to organise get-togethers for practitioners, which would begin the steps of forging communities of practice. Together with customer newsletter, quarterly reports, annual review meetings, joint process improvement efforts, inter-agency committees and the establishment of the Service Management with its CRM platforms, we hope to be driving process excellence and deepening customer engagement with you.
As a services provider in partnership with client agencies and systems owners, we want to how we are doing. Where we have missed a step, let us know and we will do better; if you feel that your experience this year has been better than previous years, give us some encouragement. It would mean a lot to my staff.
Best regards,
Clarence Ti
Chief Executive
Vital.org
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