Chapter 4

To Be an Innovative, Efficient and Effective Team

The above illustration features ACRA's efforts in leveraging technology to improve capabilities and effectiveness of our people.

We seek to equip our officers with the necessary skill sets to stay agile and responsive in an ever changing business environment. Leveraging technology, we strive to improve our efficiency and effectiveness.


Our Transformation Journey – OneACRA Redefined

In FY2017, we reviewed the strategic directions for ACRA. In line with the public service transformation plans for a more integrated and technology-enabled government, we have embarked on a transformation journey "OneACRA Redefined" to promote a trusted and vibrant business environment and to make Singapore the best place for business.

We have set ambitious goals for ourselves. Over the next few years, we seek to harness technology to raise compliance with the law, improve service delivery, enhance organisational capabilities and improve workforce competencies.

In FY2017, ACRA completed a design thinking study to review our operating model for business registration and filing. Results from the study would help to determine customer needs, as we plan for the next-generation business filing system.


Streamlined Processes to Improve ACRA's Efficiency and Effectiveness

Streamlined Processes to Improve ACRA's Efficiency and Effectiveness

Members from the Finance Department and InfoComm Technology Department who worked on the Robotic Process Automation project together (from L-R): Ms Susan Ng, Ms Tew Hwee Pheng, Ms Yee Sai Leng, Ms Esther Poon, Mr Elan Arunasalam and Ms Karen Low.

"Finance Department's collaboration with our IT colleagues enabled us to design and implement the RPA successfully. With the automation of the reconciliations and e-invoice routing functions, our productivity is higher than before." 

Ms Tew Hwee Pheng, 
Senior Finance Officer, 
Finance Department

Leading the way for ACRA's digital transformation drive, the Finance Department tapped on Robotic Process Automation (RPA) to automate manual processes including reconciliation of payments from BizFile+ customers, and sorting of vendor invoices. The switch to RPA software has enabled the department to eliminate time-consuming and repetitive processes, resulting in savings in manpower resources. The department was able to allocate the freed up manpower to handle higher value added tasks. 

ACRA also updated our quality management system to the new ISO 9001:2015 standard.


Staff Training to Build a Competent and Innovative Team

Staff Training to Build a Competent and Innovative Team

ACRA officers attended a SkillsFuture Digital Workplace course which focused on welcoming technological changes to the workplace and how to take advantage of new opportunities in the future economy.

We are enhancing our organisational capabilities and improving our workforce competencies as we continue on our transformation journey. In FY2017, more than 60% of ACRA staff attended data analytics awareness talks and the majority of senior officers attended design thinking workshops. We have also embarked on a number of data analytics projects with in-depth, intermediate data analytics training rolled out for staff. An ACRA-wide competency roadmap has been developed with specific target outcomes for different groups of officers to acquire new skills.


Our Commitment to Continuous Improvement

Our Commitment to Continuous Improvement

Winners of the MOF Best Suggestion Award 2017 (from L-R): Mr Tay Kok Kiang, Ms Juminah Binte Yusof, Mr Foo Toon Hui Jeff, Ms Shamila K, Mr Syed Alif Bin Syed and Ms Noorezah Binte Mohd Jamil.

Our officers did ACRA proud when two of our projects clinched the MOF Most Innovative Project Awards. A revamp of the ACRA On The Go mobile app expanded the suite of services offered to users including enabling business owners to renew their business registration via mobile devices while on the go. A new online training portal was set up to better meet the training needs of key customer groups such as company directors through customised online courses offering interactive quizzes, bite-sized training modules and 24/7 access.

In addition, the MOF Best Suggestion Award 2017 was awarded to an innovative initiative that offers instant 24/7 business information product self-service checks. The ACRA team came up with a solution for customers to conveniently verify if the information in the Business Profiles is accurate and up to date. By incorporating a QR code in the Business Profile, customers can easily check online if the information in the Business Profile had been digitally tampered with. This project was implemented in November 2017.

Download Download ACRA On The Go on App Store
Download Download ACRA On The Go on Google Play


Our Star Service Award Recipients

Our Star Service Award Recipients

Our Star Service Award winners (from L-R): Ms Karen Lim from the ACRA Enforcement Department and Ms Irene Lim from the ACRA Registry Services Department.

Two ACRA officers were recognised at the Public Sector Transformation 2018 Award Ceremony.

Enforcement Manager Karen Lim received the Star Service Individual award. Among the many compliments she has received, in the course of her 12 years with ACRA, was a glowing commendation from an elderly business owner for Karen's fair and yet empathetic approach in handling an appeal on a compliance matter.

Irene Lim, Senior Manager in the Registry Services Department, received the Star Manager award for her exemplary leadership in inspiring and guiding her team members to consistently put customers at the centre of business, and delivering excellent service. Irene is constantly seeking new and innovative ways to improve ACRA's service to customers. One of her suggestions to help customers learn to use ACRA's online services won her the first prize at ACRA's CE For-a-Day Competition.


Our National Day Awards Recipients

Our National Day Awards Recipients

Ms Er Siew Leng from the ACRA Registry Services Department was conferred the Efficiency Medal at the 2017 National Day Awards.

Four of our officers were honoured with the 2017 National Day Awards.

Er Siew Leng, Senior Operations Officer, who has 30 years of business registry experience was recognised with the Efficiency Medal for her outstanding contributions.

Three ACRA officers were conferred with the Long Service Medal at the National Day Awards:

  • Andy Sim, Assistant Chief Executive (Legal Services and Compliance Group)
  • Thilagavathi d/o Thirupppathivasan, Senior Procurement Officer
  • Annie Wong Hee Voke, Senior Customer Relations Officer 

National Day Awards Efficiency Medal Winner, Ms Er Siew Leng National Day Awards Efficiency Medal Winner, Ms Er Siew Leng

Our Community Service Project – "Bless a Child" Initiative

ACRA volunteers after a session of packing the bags for the children.

ACRA volunteers after a session of packing the bags for the children.

Under the Bless A Child initiative, ACRA staff donated funds and bought items such as schoolbags, stationery and book vouchers for 80 underprivileged children.

Under the Bless A Child initiative, ACRA staff donated funds and bought items such as schoolbags, stationery and book vouchers for 80 underprivileged children.

In March 2018, as part of our corporate social responsibility programme, ACRA officers participated in the "Bless a Child" (BAC) project which supports the educational needs of underprivileged children. Apart from making donations, our officers procured, prepared and delivered new schoolbags packed with stationery and book vouchers to 80 underprivileged children. Each schoolbag also had a short handwritten message of encouragement penned by an ACRA officer.

The BAC initiative is ACRA's collaboration with the Salvation Army Prison Support Services under their Kids-In-Play programme which provides professional and emotional support to children of incarcerated parents.

Did you find this page useful?
back to top