Veenaa Subramaniam, Land Transport Authority

Across the course of her work, Veenaa values the importance of customer experience and proactively adopts a community-centric and whole of government [WOG] mindset in the management of feedback. In the first 10 months since she joined LTA, she received 20 compliments from Advisers, community leaders, residents, and other agencies. This is an endorsement of her service excellence mindset.

One example was when Veenaa worked with LTA colleagues and SCDF on a recurring feedback of illegal parking at Kovan Road. During the assessment, it was found that parked vehicles were blocking the fire engine access point at Simon Plaza. LTA initially proposed to implement double yellow lines to provide an unobstructed path for fire engine access, but there was strong objection from the community as they felt they would then be deprived of parking spaces. 

Veenaa evaluated the situation and understood the need to balance the community’s parking needs while maintaining SCDF’s fire safety requirements. As part of these considerations, she arranged for an operational trial with SCDF in the presence of the residents, to determine the right balance and space needed to ensure that SCDF could still reach the emergency access point and accommodate residents’ parking needs.

Upon successful completion of the trial, LTA sought internal clearances to implement double yellow lines along the space that was sufficient enough to facilitate SCDF’s access to the emergency access point while maintaining some space for residents’ parking.

Fire Engine Navigation Trial towards Emergency Access Point

Area required for Fire Fighting Operations, Painted with DYL (Social media tagging: FB – @Land Transport Authority – We Keep Your World Moving IG – @ltasg)