Communications management for upgrading public housing projects in Singapore

PurposeIt is recognised that upgrading programmes are imperative components of public housing in Singapore. In order to keep pace with the ever‐continuing rise in affluence and hence expectations of the residents, these upgrading programmes need to be carried out with a complete understanding of residents’ needs and perceptions, which may change over time. Good communications between the residents and those managing upgrading projects is therefore important to ensure that what is provided is what the residents need and want. The purpose of this paper is to understand the project management issues involved in upgrading programmes in public housing in Singapore, with particular focus on communications management.Design/methodology/approachThe study included a questionnaire survey of 30 residents of a public housing estate undergoing upgrading works in Singapore. The fieldwork evaluates how these residents perceived the importance of and their satisfaction with various communications issues identified from the literature review.FindingsIt was observed that much effort was invested to foster good relationships with the residents, and also to ensure that they are kept informed about the progress of the upgrading works. However, the survey findings revealed that the satisfaction levels of the residents generally still fall short of their expectations, which suggests that communications management of upgrading projects in public housing estates remains an area that needs to be improved and enhanced in the near future.Practical implicationsUpgrading programmes for Singapore's public housing estates was started in 1989 by the Housing and Development Board (HDB) to bridge the gap between the standards of the older estates and that of the newer towns. Today, some two decades later, the upgrading programmes are still in place, but now with increased focus on flexibility and resident consultation. The engagement of residents in decision‐making of matters affecting their immediate neighbourhood can be found in many of the upgrading programmes.Originality/valueThe paper assesses the management of communications during different stages of a typical upgrading project in the HDB estates, and also the various communications channels employed by the relevant authorities to disseminate information to the residents. It is important to note that communication is not simply concerned with the sending of messages, but also with whether the intended recipients receive them as intended.