President's Message
Seizing Opportunities in a Challenging Environment
In the past year, HomeTeamNS continued to grapple with the disruptions and uncertainties caused by the COVID-19 pandemic. Notwithstanding the looming economic conditions, I am glad that HomeTeamNS was able to prioritise its resources and empower its staff and volunteers to continue to deliver quality services and offerings to our NSmen and their families.
Whenever windows of opportunities presented themselves, HomeTeamNS continued its engagement with the members. Signature events such as the HomeTeamNS Family Day, Peranakan Festival and SkillFest were organised. The popular member-exclusive movie screenings also made a return, though in a restricted fashion.
A Purpose-Driven HomeTeamNS
HomeTeamNS’ growth in the past year is testimonial to our commitment to be the recreational club of choice for our NSmen and their families. It has been HomeTeamNS’ SMART ambition to digitalise its communication and engagement modes with its members, as well as to enhance and optimise business processes.
Just like our vision, “The Pride of Home Team NSmen and their families”, our people are at the heart of our success. The purpose-driven culture of the NSmen volunteers sets the groundwork for a legacy of forward thinking that value-adds to the overall member experience journey. The fruition of Khatib Clubhouse and the new Bedok Reservoir Clubhouse are tangible expressions of our commitment to Home Team NSmen.
On the digital front, a newly improved HomeTeamNS Mobile App was launched in February 2022, boasting personalised features such as one-stop application and renewal for family membership, easy access to facility, villa and event bookings, location-based recommendations for clubhouse facilities, as well as interactive chatbot functionalities.
We also had substantial progress on our ‘self-help’ initiatives with the implementation of the HomeTeamNS Help Centre and A.I (Artificial Intelligence) Chatbot 2.0, which saw significant improvements in both First Reply Time and Full Resolution Time. These will better identify the service gaps and serve the needs of our members across all digital platforms.
In our move towards harnessing technology, we continue to uphold the value of human interaction with our well-trained Ambassadors. Their warmth and friendliness cannot be replaced by technology. To this end, I am happy to share that we attained a high 9.6 Customer Experience (CX) Rating this FY. Thank you, members, for your endorsement!
Cementing Ties with Corporate Partners
HomeTeamNS achieved significant milestones that strengthened our competitive edge. Strategic collaboration with key partners such as Sinopec for 23/24% fuel discounts at all three stations and 1-for-1 all-day everyday movie tickets with Cathay Cineplexes were further strengthened. I am proud that such strategic partnerships directly brought about greater benefits to our HomeTeamNS members.
As one of Singapore’s leading adventure facilities providers and teambuilding venues, HomeTeamNS also allured renowned Associations to inaugurate their special events and functions at our clubhouses including the launch of the Singapore National High Ropes Training Standards at Adventure HQ, together with Singapore Sport Climbing and Mountaineering Federation.
Setting the Blueprint for Next-Gen Clubhouses
Resiliency and flexibility have always underpinned the Association’s planning approach. This year, HomeTeamNS made headway in our mission to provide best-in-class facilities while upholding its operational safety readiness.
As we shape the future of our clubhouses, sustainability becomes an important part of the conversation. This includes building efficient technologies and infrastructure that will optimize resources to elevate our members’ experience. Unrelentingly, we have successfully attained bizSafe Star Level Status in the Recreational Clubhouse Industry and the SG Clean Quality Mark from NEA (National Environment Agency) for our clubhouses and self-managed facilities in FY21/22.
You can also look forward to our brand–new clubhouse in HomeTeamNS Bedok Reservoir, which will be unveiled in Q4 2022. Themed as a Waterfront Haven, it is the only reservoir-fronting clubhouse in Singapore. The smart clubhouse boasts an array of facilities for all ages. While we serve up new experiences like the pioneering Action Motion arena with Digital Active Experiences such as an Augmented-Reality (AR) Bouldering Wall, an Augmented-Reality (AR) Trampoline Game and a Multi-Level Obstacle Course, we also present perennial favourites like the swimming pool, mancaves, function rooms, the gym and Singapore’s only reservoir-front villas.
In the new normal and beyond, HomeTeamNS will continue to step up its engagement efforts, strengthen partnerships and refine the membership experience to cater not only to the needs of the new generations of NSmen and their families, but also continue to delight the more mature NSmen in our fold. I urge you and your loved ones to be stewards of the HomeTeamNS community to realise the vision of a closely knitted and inclusive HomeTeamNS.
Thank you.
