Supplementing manpower needs at ServiceSG Centres

Written Reply to Parliamentary Question on supplementing manpower needs at ServiceSG Centres

Parliament Sitting: 7 May 2024

Mr Zhulkarnain Abdul Rahim: To ask the Prime Minister what are the plans to supplement the manpower needs at existing ServiceSG Centres through secondments from other Public Service divisions or general recruitment.

Written Reply by Mr Chan Chun Sing, Minister for Education and Minister-in-charge of the Public Service

1. ServiceSG Centres currently provide over 500 services across over 20 agencies to citizens. ServiceSG adopts a few strategies to address the demand for its services.

2. First, it seeks to pre-empt a spike in demand by taking measures to proactively anticipate and address citizens’ needs, working closely with agencies. For instance, during the annual tax filing this year, ServiceSG supported IRAS to organise tax filing educational workshops for gig workers, delivery workers, taxi and private hire car drivers. This helps to reduce walk-in demands.

3. Secondly, ServiceSG augments its workforce with volunteers. ServiceSG has initiated a “Community Kaki” programme, where senior volunteers assist with straightforward digital transactions and teach seniors how to transact digitally. 26 Community Kakis are currently deployed across our centres with highly positive feedback from residents. Volunteers from within the Public Service are sometimes also recruited and deployed to assist with peaks in demand.

4. Despite the high demand for its services, ServiceSG consistently achieves high levels of satisfaction from citizens.  ServiceSG will continue to work across the Public Service to synchronise efforts and resources to ensure ServiceSG Centres are adequately resourced to serve citizens effectively.