Ecquaria to revamp the HDB HBiz Portal

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Ecquaria, one of the leading providers of business solutions to governments, was selected by the Housing and Development Board (HDB) to revamp the HBiz website for the Industrial Property Group (IPG). HDB HBiz Revamp will help HDB build awareness and a good working relationship with the tenants.

Providing an easy-to-use portal that simplifies the application and payment processes will enhance communication and working relationship between HDB and the tenants. The revamp of the HBiz website serves this purpose by simplifying the application and payment processes through a portal that will display information and services in a more organised manner. With the new restructured categories, information and services are easier to locate, making the portal more usable and the e-services, more utilised.

The revamped HBiz portal will set out to address the following 3 objectives:

Improve customer service through engagement

The revamped HBiz website will be designed to provide the tenants a pleasant experience while using the services. This high usability portal will improve transaction time by encouraging the use of 24-hour self-service online services. With more services being processed by the tenants online, the IPG officers will have more time to perform other core functions. The portal will also be a communication platform for the tenants to receive status updates as the IPG officers process the applications. This reduces unnecessary phone calls, emails and waiting time.

Streamline backend processes

This projects includes the tailoring the portal workflows to IPG processes. Certain IPG services, such as subletting application, require several levels of approval. To assist HDB in processing the incoming applications within the allotted turnaround time, the time taken by each level of approval is tracked by the system. In the event that the system detects an approval is taking longer than expected, an alert will be sent to the relevant IPG officer as a reminder to complete the application processing. Officers can also visualise their work orders and plan their tasks so that they will be more productive and efficient. Productive employees translate into productive organisation.

Performance reporting and analytics

IPG officers will have access to a dashboard, which will provide a visual representation of the key performance indicators. Therefore,  there is no longer a need to manually retrieve the data and massage it using excel spreadsheets. With this dashboard, information such as processing time will be displayed in graphs. Also, an overview of the success and failure rates of application will be presented with a breakdown on the reasons for failure.

Prior Experience

Ecquaria has implemented many successful portal projects previously, such as the SkillsConnect System for the Singapore Workforce Development Agency (WDA) and the Gov.sg Portal for the Ministry of Communication and Information (MCI) of Singapore. With this experience under its belt, Ecquaria is confident that it can deliver the revamped HBiz Portal that meets the expectations of IPG and the tenants.

The tenants are the major group of users for this project and most of them are Small and Medium-sized Enterprises (SME). Ecquaria has a good understanding of the pains of the SME after working with them on the SkillsConnect System for the Singapore Workforce Development Agency (WDA). In addition, Ecquaria will also be drawing experience from other portal projects, such as the Gov.sg Portal for the Ministry of Communication and Information (MCI). Therefore, Ecquaria is confident that it can deliver the revamped HBiz Portal that meets the needs of the users.


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