Extract of Parliament Report - 5th Feb, 2009

COMMITTEE OF SUPPLY DEBATE

PRIME MINISTER’S OFFICE

Caring Government Agencies

     Mr Wee Siew Kim (Ang Mo Kio GRC): Sir, in the Budget debate, I had spoken on the need to administer with a heart.  The question is perhaps how can the Government show that it cares?  The tone is already strongly set as relief packages and budget provisions kick in so quickly to help businesses and individuals cope with the recession.  In my mind, the Government cards.

    However, how the Government, through its agencies, interact and help people day to day will be just as important in showing that the Government cares.  This is the "software" that will colour the people's perception of the Government - whether it really cares for the people or not.

So let me reiterate my call - please go about your work with a human touch and a big heart.  Hence, my earlier comments on older workers being mentors to younger frontline officers in interactions with the public.  Please empathise with people who seek assistance and be more sympathetic to those who find themselves in difficult situations.  For example, an unfortunate accident involving a motorcyclist and his pillion-riding wife was brought to my attention.  The car in front of them braked suddenly.  The motorcyclist swerved his bike and fell.  The car sped off and the motorcyclist and his wife were too hurt to take the registration number down.  Not only were both husband and wife hurt and off work, he received a fine and demerit points too.  Is this fair or is it just the unthinking application of a rule that if you are hurt in an accident, you are penalised first?  Would this resident see this as justice?  Are the officers so busy and stretched that everything is an automated response?     

I had appealed in the Budget debate that many agencies can take a leaf from how ComCare support is delivered.  If a judgment call needs to be made, why not be generous in compassion or set up a system where people closer to the situation can be relied upon for an additional point of view or judgment? 

Just like the roles the grassroots leaders play in the delivery of ComCare support.  In these difficult economic times, we can, perhaps, be more forgiving and try to go out of our way to be more understanding and sympathetic.

     The Minister for Defence (Mr Teo Chee Hean): Mr Chairman, I would like to thank the Members for their interests in issues related to the public service.   

    …I agree with Mr Wee that public officers need to show understanding, empathy and sensitivity, especially towards Singaporeans who are going through a challenging period.  All quality service managers throughout the public service have been briefed to pay attention to these aspects of service delivery.  Small efforts can make a big difference.  Sometimes, by explaining schemes and initiatives more clearly, more patiently and by offering alternatives, we can help people better understand the situation and determine the best course of action.  While we strive to deliver public services with sensitivity and compassion, Members of the public must also appreciate that we will not be able to accede to every appeal, but rest assured that our public officers will be fair and objective and will do their best to understand and to work alongside Singaporeans through this difficult period.

     I would like to offer a broader perspective of what public service is.  Public servants serve the public in two respects: they serve individual members of the public and we must always remember that; but they also service the public as a whole, and hence there is the wider public interest as well.  So policies and laws are there because they serve this wider public interest too.  Traffic rules are there because they make the roads safer for all members of the public.  They may be inconvenient for certain individuals, but they are there to make lives safer and more convenient for all.  Hence, while flexibility can and should be exercised in considering the request of individuals members of the public, the interest of the wider public must also be taken into account.  We will not, for example, want our roads less safe, or neighbourhoods to become more tarnished by litter, just because of the downturn.  That would just add to the doom and gloom.  In fact, if our city remains safe and clean and secure, that will help to lift the spirits of our people.

     Mdm Halimah Yacob (Jurong GRC): …I would like to ask the Minister is whether, considering that there are now many concerns expressed, our civil servants are in touch with the ground?  Whether there are any programmes in the civil service and public service to acclimatise and get our public service to understand ground feelings and issues, particularly members of our administration service?