Customers were centre stage at Singapore’s Immigration & Checkpoints Authority (ICA), a government agency. Achieving excellent relationships with customers drove the ICA vision and mission which shaped the values and mental models by the organisation’s systems and structures. Through reframing, ICA reshaped its relationship with customers/community who become enabled, engaged and enriched. As a result, ICA enhanced public service delivery inspired confidence , and created goodwill and trust ...

BPIR Categories

13.1 Develop and manage supplier/customer partnerships
1.3.1 Build customer relationships

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