From us:

Dear Sir,

RE: Commendation for Quality Service

I would like to express my heartfelt gratitude towards Mr Roy from Woodlands Regional Library. On 8th June 2009, my group members which consist of 6 people with disability and wheelchair bound went to Woodlands Regional Library to book the discussion room. It is difficult to hold our discussion at any fast food outlets as it cannot accommodate 6 wheelchairs.

On 8th June 2009 my team members approached Mr Roy to book the discussion room on the 2nd level of the Woodlands Regional Library. Upon seeing us, he understands that the discussion room was too small to accommodate the group. He eventually allowed us to use the Pacific Room which is bigger than the discussion room and would be able to accommodate my team. My team occupies the room for about 2 hrs and when we are done with the discussion; my team members approached Mr Roy for the bill so that we could make the payment. I felt grateful when Mr Roy actually allowed my team members to use the Pacific Room free of charge as the room was not being utilized on that day.

In another event, which was on the 13th June 2009, we were again being served by Mr Roy. Having recognized us from our previous encounter, he again allowed us to occupy Pacific Room for our discussion. I admire his commitment and dedication in executing his duties. He truly displayed The National Library shared values which is Commitment to Customer Service and Excellence. His commitment implies the desire to help, serve and meet the needs of the public and customer especially the disabled.

On behalf of my team members, I would like to thank Mr Roy and would like to express our gratefulness for going the extra mile to assist us and this positive attitude demonstrates government effort to encourage service workers to perform ordinary task into extraordinary ways in the normal course of their duties.

I hope that your department would acknowledge the contributions of the NLB staffs that I have mentioned. Thank you

Yours Sincerely,

AHMAD HISHAM BIN ABDUL RAHIM



Replied From Chief Executive, National Library Board:

Dear En Hisham
Thank you very much for your letter in praise of Roy.
Your generous praise will go a long way in motivating our staff.

Dr N Varaprasad | Chief Executive | Executive Office | National Library Board
DID +65 6332 3301 | Fax +65 6332 3322 | Email prasad@nlb.gov.sg | Website www.nlb.gov.sg
Knowledge . Imagination . Possibility | Singapore Public Service: Integrity . Service . Excellence



Replied From Quality Service Management, National Library Board:

Dear Mr Ahmad

Thank you for taking the time to write to us to highlight your appreciation of our staff.

We are indeed heartened to know that our staff, Mr Roy Won has assisted yourself and your group members.

Your comments are very encouraging and will certainly motivate all of us in NLB to strive for even better ways of delighting our customers. We assure you that your email will be forwarded to Roy and to his reporting officers.

Once again, thank you for your compliment and we look forward to your continued support of our libraries.

Yours sincerely,

Yogeeta D (Ms)
Quality Service Management
National Library Board.

;6/25/2009 03:30:00 PM

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