The various resources needed for implementing the SERS program are elaborated below.
Financial Resources. Funding is needed for:
a) Payment of fair compensation to the owners for the acquisition of the old units. There are also costs involved in demolishing vacated old blocks. To-date, these costs is about US$4.5 billion for the 71 precincts announced for SERS.
b) Development cost, which comprises land and construction costs, of new replacement precinct. The cost can nevertheless be defrayed partially by the sale proceeds of the new units.
Technical Resource.
The implementation of the SERS program is a multi-disciplinary work, which requires the following technical expertise:
a) Town planners, who together with architects, traffic engineers, etc. work out the planned land use and new intensity for the old precincts studied for the SERS;
b) Architects, engineers, quantity surveyors, project managers and other professionals, who form the consultancy team to design the new replacement precinct, and take charge of the construction;
c) Financial professionals who, with the inputs from valuers, town planers and architects, conduct economic viability study for potential SERS precinct.
d) Valuers who assess the market values of the SERS units for compensation purpose;
e) Sales and marketing professionals who sell the new replacement flats, and promote the SERS program and carry out brand management;
f) Public communication professionals who manage the media, and help prepare easy-to-understand information leaflets for SERS residents; and
g) Engineers who plan the service diversion and demolition of old blocks under SERS.
These technical professionals, with the exception of (b) and (d), are employed directly by the HDB, The work for (b) and (d) are out-sourced, to avoid duplication of services readily available in the private sector.
For service delivery to SERS residents, the HDB relies mostly on personalized face-to-face interactions. This is necessitated by the profiles of the customers, who are generally elderly or not well educated. Also, given the involuntary nature of SERS, it is imperative to have direct contacts with the residents, to effectively allay their concerns. Nevertheless, the HDB has observed that the children of some elderly SERS flat owners are helping them in the relocation progress. These children are IT savvy and hence, the development of the one-stop internet portal “e-SERS” to offer SERS residents fast and convenient access to various e-services - from simple information publication to interactive and full transaction functions.
Human Resource.
The HDB officers who take charge of the rehousing and compensation matters need to be tactful in dealing with the owners under SERS. They need to be good listeners, professional in handling requests, and effective in managing the customers’ expectations. Good verbal and written communication skills are needed, and the ability to speak dialects will be an advantage for the SERS flat owners to strike a cord with them.
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