The standard of service from the civil/government services

[LITTLEREDDOT]

Officers, senior management involved in NRIC saga could have performance grade, payments reduced​

The review panel found lapses in the process and communication between the Accounting and Corporate Regulatory Authority and Ministry of Digital Development and Information.PHOTO: LIANHE ZAOBAO FILE

Osmond Chia
Mar 06, 2025

SINGAPORE - The officers and senior management involved in missteps that led to the disclosure of full NRIC numbers on a government business portal could face a range of “appropriate measures”, from counselling to retraining and reductions in their performance grade and performance-based payments.

This comes after a review panel investigated the incident that took place on Dec 9, 2024, and found lapses in the process and communication between the Accounting and Corporate Regulatory Authority (Acra) and the Ministry of Digital Development and Information (MDDI).

Senior Minister Teo Chee Hean told Parliament on March 6 that while the review found there was no malicious or wilful wrongdoing by the officers involved, “there were inadequacies in their judgment and actions”.

In its report released on March 3, the review panel flagged six instances where the agencies could have done better, including clearer communications from MDDI.

The ministry was unclear in its policy communications issued to various agencies on the Government’s plans to end the use of NRIC numbers for authentication, leading to the confusion, which resulted in full NRIC numbers being disclosed on Acra’s Bizfile portal.


Officers involved in the shortcomings include those whose actions contributed directly to the shortcomings, as well as senior management who were responsible for providing oversight and guidance to the officers, said SM Teo in a ministerial statement on the review.

The review panel on Feb 25 submitted its report for review by SM Teo, who is also Minister-in-charge of Public Sector Data Governance. He accepted the findings and reported them to Prime Minister Lawrence Wong the next day.

Highlighting the importance of accountability, SM Teo said the political office-holders overseeing Acra and the Smart Nation efforts at MDDI have overall responsibility for the organisations under their charge.

“This is regardless of whether they had specific or direct responsibility for the actions that led to the shortcomings that occurred,” said SM Teo, adding that both Digital Development and Information Minister Josephine Teo and Minister in the Prime Minister’s Office and Second Minister for Finance Indranee Rajah have publicly accepted this responsibility and apologised for the incident.

The permanent secretaries of the Smart Nation and Digital Government Office (now under MDDI) were responsible for implementing the policy, while Acra chief executive Chia-Tern Huey Min was responsible for the design and implementation of the new Bizfile portal, SM Teo added.

He clarified that the review was not a disciplinary process and that any disciplinary action levelled at the officers, if warranted, will need to be carried out by the respective public agencies involved.

SM Teo said the public service holds its officers to a high standard of conduct.

“Singaporeans deserve and expect this,” he said. “Given the range and complexity of public services, from time to time, mistakes will be made. If there is misconduct or malicious intent, we will deal with it severely and those involved will be punished.”

Where there was no malicious or wilful wrongdoing, due consideration should be given to whether the officers had acted in good faith in deciding on what action to take, SM Teo said.

He added that the lessons from the incident must be learnt by the entire public service so that they are not repeated.

“This Bizfile incident demonstrates that close coordination and careful attention to detail are required. Sometimes it is a single lapse, but at other times, it can be a confluence of factors that can lead to such incidents,” he said.

The review panel, led by head of Civil Service Leo Yip, said the shortcomings included security lapses at Acra that contravened the Government’s internal data management rules, and unclear communication between Acra and MDDI. The panel was also critical of the agencies’ public communication, which it said should have laid down the key facts of the incident faster after it happened, among other things.

By sharing full NRIC numbers, Acra was also found to have contravened the Government’s internal code, called IM8, a set of instructions that govern how public agencies use and disclose citizens’ data.

The public sector’s personal data protection standards in the Public Sector (Governance) Act and IM8 are aligned with the Personal Data Protection Act but have been adapted to the public service context.

Existing laws do not prescribe financial penalties for public agencies that contravene the IM8 rules, said SM Teo, adding that the officers responsible will instead face other measures, including retraining and impact on their performance grade.

SM Teo said trust in the public service is essential, and maintaining that trust is central to how the Government operates.

“When things go wrong, we are upfront with Singaporeans on where we have fallen short. We conduct thorough reviews and make improvements to our systems and processes to serve Singaporeans better while remaining fair to our officers,” he added.

“This recent incident, while regrettable, demonstrates the Government’s commitment to continuous improvement, to uphold the trust Singaporeans have placed in us.”

 

[50000]

GE wayang

 

[LITTLEREDDOT]

Ministers overseeing agencies involved in NRIC saga have to bear overall responsibility: SM Teo​

The review panel found lapses in the process and communication between the Accounting and Corporate Regulatory Authority and Ministry of Digital Development and Information.PHOTO: LIANHE ZAOBAO FILE

Osmond Chia
Mar 06, 2025

SINGAPORE - Prime Minister Lawrence Wong will take the NRIC incident into account when evaluating the ministers in charge of the government agencies involved, said Senior Minister Teo Chee Hean on March 6.

Highlighting the importance of accountability, he said the officers and senior management involved in missteps that led to the disclosure of full NRIC numbers on a government business portal could face a range of “appropriate measures”, from counselling to retraining and reductions in their performance grade and performance-based payments.

SM Teo told Parliament that the political office-holders overseeing the Accounting and Corporate Regulatory Authority (Acra) and Ministry of Digital Development and Information (MDDI) have to bear overall responsibility for the organisations under their charge.

Digital Development and Information Minister Josephine Teo and Second Minister for Finance Indranee Rajah have publicly accepted this responsibility and apologised for the incident, he said in a ministerial statement on the matter.

“The Prime Minister will take into account this incident in his evaluation of the Ministers,” he added.

His statement comes after a review panel investigated the incident that took place on Dec 9, 2024, and found lapses in the process and communication between Acra and MDDI.

SM Teo told Parliament that trust in the public service is essential, and maintaining that trust is central to how the Government operates.

“When things go wrong, we are upfront with Singaporeans on where we have fallen short. We conduct thorough reviews and make improvements to our systems and processes to serve Singaporeans better while remaining fair to our officers,” he added.

“This recent incident, while regrettable, demonstrates the Government’s commitment to continuous improvement, to uphold the trust Singaporeans have placed in us.”

He said that while the review found there was no malicious or wilful wrongdoing by the officers involved, “there were inadequacies in their judgment and actions”.

On their part, the ministers have to bear overall responsibility, “regardless of whether they had specific or direct responsibility for the actions that led to the shortcomings that occurred”, he added.

In its report released on March 3, the review panel flagged six instances where the agencies could have done better, including clearer communication from MDDI.

The ministry was unclear in its policy communications issued to various agencies on the Government’s plans to end the use of NRIC numbers for authentication, leading to the confusion, which resulted in full NRIC numbers being disclosed on Acra’s Bizfile portal.


Officers involved in the shortcomings include those whose actions contributed directly to the shortcomings, as well as senior management who were responsible for providing oversight and guidance to the officers, said SM Teo in a ministerial statement on the review.

The review panel on Feb 25 submitted its report for review by SM Teo, who is also Minister-in-charge of Public Sector Data Governance. He accepted the findings and reported them to Prime Minister Lawrence Wong the next day.

The permanent secretaries of the Smart Nation and Digital Government Office (now under MDDI) were responsible for implementing the policy, while the Acra chief executive was responsible for the design and implementation of the new Bizfile portal, SM Teo added.

He clarified that the review was not a disciplinary process and that any disciplinary action levelled at the officers, if warranted, will need to be carried out by the respective public agencies involved.

SM Teo said the public service holds its officers to a high standard of conduct.

“Singaporeans deserve and expect this,” he said. “Given the range and complexity of public services, from time to time, mistakes will be made. If there is misconduct or malicious intent, we will deal with it severely and those involved will be punished.”

Where there was no malicious or wilful wrongdoing, due consideration should be given to whether the officers had acted in good faith in deciding on what action to take, SM Teo said.

He added that the incident offers valuable lessons for the wider public service that agencies must take on board, to avoid similar incidents from recurring.

“This Bizfile incident demonstrates that close coordination and careful attention to detail are required. Sometimes it is a single lapse, but at other times, it can be a confluence of factors that can lead to such incidents,” he said.

The review panel, led by head of civil service Leo Yip, said the shortcomings included security lapses at Acra that contravened the Government’s internal data management rules, and unclear communication between Acra and MDDI.

The panel was also critical of the agencies’ public communication and response to public concerns, which it said should have been better coordinated and clearer.

“In hindsight, the Government should have made clear to the public at the outset that moving away from the use of partial NRIC numbers did not automatically mean using full NRIC numbers in every case, or disclosing them on a large scale,” the panel said.

Mrs Teo, Ms Indranee and Acra chief executive Chia-Tern Huey Min held a press conference on Dec 19, 2024, to address concerns and questions about the incident.

By sharing full NRIC numbers, Acra was also found to have contravened the Government’s internal code, called IM8, a set of instructions that govern how public agencies use and disclose citizens’ data.

The public sector’s personal data protection standards in the Public Sector (Governance) Act and IM8 are aligned with the Personal Data Protection Act but have been adapted to the public service context.

Existing laws do not prescribe financial penalties for public agencies that contravene the IM8 rules, said SM Teo, adding that the officers responsible will instead face other measures, including retraining and impact on their performance grade.

 

[LITTLEREDDOT]

SBS Transit 'appalled' by bus captain who allegedly showed 'hooligan-like behaviour' to elderly man​

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Posted on 14 March 2025 03:14 pm | 7,872 views | 25 comments
Submitted by Stomper Daniel


Click here to submit a story or submit it to our

SBS Transit is taking disciplinary action against a bus captain who was said to have displayed 'hooligan-like behaviour' towards an elderly passenger.

Stomper Daniel witnessed the exchange on bus service 130 on March 12, at around 4pm.

He recounted: "I boarded the bus at Zhongshan Mall after my classes and saw a disturbing display of sheer arrogance by the bus driver towards a helpless, weak elderly passenger.

"The elderly man boarded the bus at Towner Road and asked if the driver if the bus was headed in a certain direction. The driver ignored him, but the elderly man still tapped his card and proceeded to sit down.

"When the elderly man realised the bus was not heading in his intended direction, he approached the driver and told him in a soft tone that had the driver answered the question earlier, the elderly man would not have been heading in the wrong direction.

"The driver then arrogantly told the elderly man that he has been driving for the last 30 years and would have 'thrown' a passenger like him off the bus in his younger years.

"I feel that the hooligan-like behaviour was very uncalled for and hope the company can organise courtesy refresher courses for drivers every now and then."

In response to a Stomp query, SBS Transit spokeswoman Grace Wu said: "We are appalled by the bus captain’s behaviour and do not condone it. It falls short of the professional standards we expect from our employees and are taking disciplinary action against him."

SBS Transit will also be sending the bus captain for re-training to improve his passenger engagement skills, Mrs Wu added.

 

[LITTLEREDDOT]

Two floods during monsoon surge caused by lack of proper drainage: PUB​

Flooding near Marina Bay MRT Station on March 21.PHOTO: STOMP

Christie Chiu
Mar 24, 2025

SINGAPORE - Two incidents of flooding during the recent monsoon surge have been attributed to choked and the absence of drains, said national water agency PUB.

In a Facebook post on March 24, PUB said a flood occurred on March 21 along Central Lane 3 near the Marina Bay MRT station.

A report of this incident by Stomp on March 23 was accompanied by a video of a person walking in knee-high water towards a stationary taxi, with half its wheels submerged in the water.

The flooded area is a paved road built to facilitate access to an adjacent worksite, PUB said, adding its checks showed there was no proper drainage there to channel storm water.

The other flood happened on March 23 at the ground-floor lift lobby of 129 Bedok Reservoir Road, and the internal drains nearby were found choked with debris.

An article by Stomp on this incident was accompanied by a video that shows a corridor and lift lobby of a Housing Board block being covered with water.

PUB said both incidents could have been prevented with proper drainage measures and timely maintenance of the internal drainage system.


It added that it is working closely with the relevant authorities to address the issues.

The National Environment Agency had earlier warned of heavy downpours during a monsoon surge from March 19 to March 21, with short thundery showers expected in the afternoon on most days in the following week.

The highest rainfall across March 19 and March 20 was recorded at 318mm in Jurong West, while the highest amount recorded in eastern Singapore was 298.4mm.

These two numbers exceed Singapore’s average monthly rainfall of 209.7mm in March.

Other than the two incidents highlighted, a 15m stretch along the intersection of Mountbatten Road and Jalan Seaview experienced flooding for about two hours at around 2pm on March 20, PUB said in a Facebook post that day.

This was due to a combination of heavy rainfall and high tide that temporarily overwhelmed the adjacent canal and surrounding roadside drains.

The public can provide feedback on flooding incidents through the One Service app or contact PUB directly at 1800-CALL PUB (1800-225-5782).

 

[LITTLEREDDOT]

Forum: Have alternative ways to do voluntary top-up to CPF account​

Mar 28, 2025

I tried recently to make a voluntary top-up to my Central Provident Fund account online and was asked to transfer the money via PayNow with a QR code. I downloaded the QR code, but it was rejected by the banking application. I tried a second time to download the QR code, but it was again rejected.

I realised there was no alternative electronic transfer option for CPF members to make voluntary contributions if the QR code fails.

I called the CPF hotline and was told that I could perform the same function by visiting a CPF branch office and using the common computers available for public use or submitting a bank cheque to the CPF branch personally.

When I asked about alternative e-transfer methods, I was informed that PayNow is the best system to capture all the required information for such fund transfers to CPF accounts. The staff reiterated that I should go down to a CPF branch.

Having CPF members visit a branch just to execute such a transfer is not productive and efficient when other electronic bank transfers can be made available to CPF members.

Nah Kok Meng

 

[spinn]

lol few days ago went to e-service to create giro for cpf, failed every time wid "invalid client details"

wat kind of freaking msg is dat ?? kunt dey juz gibe details of error ??

yday went to cpf self-help kiosk, msg says pw 2 yrs old muz change so tried to change capcha keep going rnd in circles knn

another peep was dare n sayed he oso kunt log-in

realli seeeeeeeeccooooooooorooooooooooooooooup

gibe feeedback n gotch dis auto lesponse:

A Gentle Reminder

Our staff are here to help and will treat customers with courtesy, respect and professionalism. We ask that you treat our staff the same manner you expect to be treated. Indecent, threatening, abusive or insulting behaviour will not be tolerated. We may refuse service to anyone who is disrespectful towards our staff.

Thank you.

Yours faithfully
CPF Board

dier kondescending alllogrance keep growing

after d pa saaga wear dey leeefused to meeet wid d peeps hu compalined abt pilgarised weddding foto, noa embolded to demand complete obedience n subservicance from sheep by threatening no serbice

lol vto

dier condescending allogance noes no bounds

 

[True Believer]

Remember the case of Madam Koh Ah Tow who died after she was prescribed with the wrong dosage of medicine by a Filipino doctor, Dr Diana Ramos Santos, at Clementi Polyclinic. Madam Koh died after she received 4 times more than the normal dosage she was supposed to be taking.

https://theindependent.sg/foreign-d...-medical-degree-found-working-in-polyclinics/

 

[LITTLEREDDOT]

Forum: No success for single applying for HDB flat after 10 tries​

Apr 01, 2025

For the past three years, I have been diligently applying for a Build-To-Order (BTO) flat under the singles scheme. I have submitted at least 10 applications, yet each attempt has ended in disappointment.

While I understand that demand for public housing is high and families are prioritised, the current balloting system appears to put singles at a distinct disadvantage.

Up till recently, singles could apply for only two-room flexi flats in non-mature estates. Even with the changes made to allow singles to apply for two-room flexi flats across all types of BTO projects, the odds of securing a flat are still low, with thousands of applicants competing for these units.

To make the BTO application process more equitable for singles, the Housing Board could consider the following improvements:

- Increase the supply of two-room flexi flats

With the growing number of singles in Singapore, it is time to allocate more units to meet the demand.

- Introduce a priority scheme for repeat applicants

Just as families with young children receive additional ballot chances, singles who have applied unsuccessfully multiple times should be given some form of priority.

- Greater transparency in the balloting process

Applicants should have clearer insights into whether certain factors influence the outcome. Providing a clearer breakdown of application statistics would help manage expectations.

- Consider allowing singles to apply for three-room flats

While families will always take precedence, permitting singles to ballot for three-room flats in selected estates could provide additional pathways for home ownership.

Home ownership is a fundamental aspiration for many Singaporeans, regardless of their marital status. If the Government’s commitment to making public housing affordable and accessible includes all citizens, then the system must evolve to reflect the changing demographics and needs of our society.

Tuan Ming Lee

Apr 09, 2025

I thank the Housing Board for its reply “More 2-room HDB flexi flats to meet demand from first-timer singles” (April 7) to my letter “No success for single applying for HDB flat after 10 tries” (April 1).

However, I would like to address two of the suggestions it offered – namely, to apply for projects with lower application rates and to consider the resale market with grants.

First, the recommendation to choose Build-To-Order (BTO) projects in areas with lower application rates, such as Jurong West or Queenstown, may sound practical, but it does not consider the constraints that many singles face.

For some of us, our livelihoods, caregiving responsibilities or access to essential services are closely tied to specific regions.

Moving to a location simply because the application rate is lower may disrupt our lives.

Furthermore, even within those developments, the number of two-room flexi units for singles is small, and the odds remain slim.

Second, the resale market is not a feasible alternative for many singles. While HDB points out that grants of up to $115,000 are available, the reality is that resale flats – especially in mature estates – are often priced two or three times more than a comparable BTO unit.


In my case, I am eligible for only one of the three grants, making the cost gap even wider.

Even with maximum subsidies, resale flats remain out of reach for singles who earn modest incomes and do not have the benefit of dual-income households.

I hope HDB can better recognise the real-life challenges that many single applicants face – financial constraints, limited options and repeated balloting disappointments – and consider refining the system. Making the process more equitable, such as by introducing priority schemes for long-time unsuccessful applicants, would be a good start.

Tuan Ming Lee