Chapter 3

To Provide Excellent Service

The above illustration depicts ACRA reaching out to engage customers and our focus on delivering excellent customer service.

We strive to provide service that exceeds customer expectations and constantly seek new ways to deliver positive customer experience. Active engagement with our customers and partners is crucial in ensuring we continue to tailor our services to meet the needs of our customers.

Improvement in Pro-Business Ranking

By focusing on delivering positive customer experiences, ACRA has improved our ranking in the Customer Satisfaction Index of Singapore to be rated sixth position among 18 public agencies.

ACRA improved on our ranking in the Pro-Enterprise Index from the Pro-Enterprise Ranking Survey, moving up to 12th position from 14th in 2016. The survey assessed 28 government agencies on how business-friendly they were. We also attained sixth position in the Customer Satisfaction Index of Singapore (CSISG) among 18 public agencies, up from 13th position previously. The CSISG, jointly developed by Singapore Management University and Workforce Development Agency, measures customer satisfaction across sectors in the service industry and serves as an objective gauge of service competitiveness in Singapore.

Pro-Enterprise Panel

Delivering Positive Customer Experience

ACRA reviews our services regularly so that they are intuitive, simple and easy to use. New initiatives are introduced to meet the evolving needs of customers.

Enhanced User Interface for BizFile+

ACRA enhanced the user interface for our BizFile+ system in February 2018 to make it more user-friendly and intuitive.

Tapping on user feedback, ACRA redesigned and launched a new user interface for BizFile+ in February 2018. The layout, navigation and content were reorganised using the UX design approach to make BizFile+ easier for customers to use.

New Special Unique Entity Number

The Special Unique Entity Number (SUN) service was introduced in February 2018 to give customers the option of choosing a preferred Unique Entity Number (UEN) from a list of selected UENs at a fee. With SUN, entity owners can easily recall their UEN when transacting with government agencies.

Enhancing Customer Service Touchpoints

The Ask Jamie @ ACRA virtual assistant was rolled out on the ACRA website and BizFile+ portal to answer queries on ACRA-related matters.

On 1 September 2017, the Ask Jamie @ ACRA virtual assistant service was implemented on the ACRA corporate website, and on the BizFile+ portal in December 2017. Customers now have an additional customer service channel that delivers real-time service 24/7. To minimise waiting time and for better resource management, we implemented an e-appointment system in November 2017.

ACRA on the Go Mobile App

A six-week promotion campaign was held in November 2017 to encourage business owners to download and use the ACRA On The Go mobile app.

The ACRA On The Go mobile app allows business owners to access up to 20 app functions while on the move, including frequently used services such as accessing ACRA's registry, filing transactions, or buying business information. To encourage business owners to download and use the ACRA On The Go mobile app to file simple transactions, a six-week promotion campaign was held in November and December 2017. During this period, smartphone or tablet users could receive five free Business Profiles when they logged into the app with their SingPass or CorpPass.

BizFile+ User Guide for Enhanced User Interface (PDF,5MB)
Special UEN: Choose Your Preferred UEN
Introducing ACRA on the Go Mobile App

Engaging the Public

To help new and aspiring entrepreneurs start and do business in Singapore on the right footing, we organise community outreach talks.

ACRA@The Heartlands

Mr Vincent Guee from the ACRA Registry Services Department presented on Doing Business in Singapore to a crowd of more than 200 new and aspiring business owners at Ang Mo Kio CC on 18 November 2017.

On 18 November 2017, ACRA held an ACRA@The Heartlands outreach talk at the Ang Mo Kio Community Club. More than 200 participants heard officers from ACRA, the Central Provident Fund Board, the Housing & Development Board, the Inland Revenue Authority of Singapore, and the SME Centre at the Singapore Malay Chamber of Commerce & Industry share about key business regulations and assistance schemes. Business Clinics at the end of the talk allowed participants to have one-on-one enquiry sessions with the officers/

Reaching Out to Young Aspiring Entrepreneurs

Reaching out to young entrepreneurs on doing business at the Youth Symposium @ NUS Business School on 15 June 2017.

ACRA officers together with invited speakers and participants from the Nanyang Technological University on 18 September 2017.

Through the ACRA Academy, outreach talks were held at institutes of higher learning including the National University of Singapore, Nanyang Technological University, Nanyang Polytechnic, Republic Polytechnic, Institute of Technical Education (ITE) College Central and ITE College West on the fundamentals of starting a business. Over 900 students attended the talks.

ACRA Academy
ACRA@The Heartlands at Ang Mo Kio CC on 18 November 2017
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