Sentosa Cove

Township & Public Works Management

KEY PERFORMANCE INDICATOR MANAGEMENT

Besides taking care of the estate works in the township, providing prompt and reliable response service is crucial. Immediate attention ranging from lift rescue operations, restoring electricity supply and repair of sanitary fittings are backed by the Town Council’s EMSU team, that promptly activates the 24/7 technical support team to respond to residents’ request.

KPIs at Town Councils are measured against turnaround time to service requests and general upkeep and maintenance of the estates. The scoring system is based on a traffic light system: GREEN, AMBER, RED, with GREEN being the best score and RED being the worst score.

The Ministry of National Development (MND) evaluates the performance of Town Councils via random physical inspections by MND assessors. Assessors look out for non-performance such as overflow refuse, badly littered area, badly stained walls, dirty toilets and sanitary wares at common toilets managed by the Town Council. Expected performance includes: • Lift rescue to be performed within 25 minutes from the time when a resident trapped in a lift calls for help to the time he is rescued from the stalled lift • Critical cases to be handled within 40 minutes - e.g. whole apartment block has no water or electricity, no electricity supply for weddings and social functions held at our void decks • Receptionists at front desk to pick up calls within 5 rings - receptionists will make an attempt to call back cases (those who leave behind their number) the following morning to check if the resident is happy with the service offered by contractors • Cleaning KPIs covers frequency of cleaning and response time. There are disincentives levied against the conservancy contractor if the performance is below minimum targets. C&W Services Property Officers conduct regular inspections throughout the Township to maintain cleanliness and a safe environment for residents.

AWARDS Our dedicated people work closely with the elected members and Town Councillors to form various committees overseeing matters in estate management and project development. Under C&W Services management, we have emerged as the first township in Singapore to received ISO 9000 and OHSAS. • 18001 certifications. Island-wide Cleanest Estate Awards for Town Councils managed by C&W Services • “Singapore’s OK” Award for Town Councils managed by C&W Services • People’s Association Employers’ Community Spirit Merit Award 2005-2011 • South West District’s Public Health Awards (“Clean, Dry & Sparkling Public Toilets” Awards - Hawker Centres Category)- Yuhua Village Market & Food Centre at Block 254 Jurong East Street 24 • South West District’s Public Health Awards (“A Litter- Free Environment” Award -“Most Litter Free Estate” Category) - Jurong Central Zone C RC • BCA Green Mark for Building Award (Green Mark Gold Plus Award) - Jurong Township, 2011

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