Best Practices

SINGAPORE SCIENCE CENTRE

Overview

The Singapore Science Centre is a non-formal educational institution for the promotion of science and technology among students and members of the public.

It has the country's largest collection of educational and exhibit materials devoted to science and has been acclaimed as one of the top science centres in the world. More than a million visitors come to the Singapore Science Centre every year.

Strategy

Mission

The Singapore Science Centre’s pro-family business strategy is to help families rediscover the marvels of Science. The mission is evident from the range of programmes, services and facilities, which cater to provide fun, interactive and experience for visitors (and families).

One of the strategic components include a 5-year plan to increase the width and depth of reach targeting at children under eight years old, teenagers, and family groups.

Product & Service Mix

The products and services for members of the family units include Waterworks; Dinosaur Exhibition; Observatory; Ecology Labs; Science-based Movies; Tree House at Ecogarden; Kinetic Garden; Outdoor Interactive Garden; and Interactive Exhibits housed in 8,000 square metres of exhibition gallery space.

There are also restaurants, gift-shop, and educational laboratories available to enhance the overall experience of visitors.

To incorporate the fun, exciting and engaging elements, the Science Centre provides a range of family-oriented programmes and activities such as facilities for rental for family days and events; fun and exciting shows; public science shows; and observatory sessions.

Marketing & Promotions

To encourage more families to visit Science Centre together, the Science Centre offers membership and family packages that extend to immediate and extended family; senior citizens; and corporate organizations, as well as discount schemes for clubs and sponsoring corporations.

Service

Service Attitude

The Science Centre has put in place a service framework and commitment entitled GIST to incorporate service standards, greetings and PS21 standards.

To ensure the satisfaction of visitors at all ages, staffs are recruited mainly based on service orientation and experience in handling customers, and also qualities such as liking for children or have preceding experience in handling children, parents and/or teachers.

Customer Engagement

The Science Centre empowers staffs at key customer touch points to manage customer satisfaction, and deploys channels to make suggestions and give feedback on improving the Science Centre’s service offerings.

Deserving staff are recommended for Tourism Host Award, Excellent Service Award and internal “Up our Service” award as a form of motivation and recognition.

Safety first

100% of the staff including part-timers are trained on
emergency protocol, SOPs and handling of emergency situations such as assisting lost children and injuries.

Playgrounds, exhibits and facilities used by children and elderly are designed to ensure their safety, for e.g. non-glass features, non-sharp objects, non-slip floorings, sheltered walkways, visible signage etc.

Infrastructure

Space & Layout

The Science Centre’s layout caters to the needs of visitors of all ages especially in access movement of handicapped and elderly, for e.g. ramps and railings, handicap parking, lift and toilets, exhibits are spaced out to allow access and circulation, resting areas within the galleries, sheltered walkways etc.

Flooring & Facilities

Floorings are non-slip types especially in the toilets and play area where water features are involved. Regular maintenance, cleaning and painting of the premise is conducted.

Facilities available to cater for family units are well-taken of. For children and parents, the Science Centre offers lower urinals, lower washbasins, diaper changing facilities, and resting areas.

For elderly and handicapped members that have difficulty walking, wheelchairs are available on request and resting areas, ramps and railings can be easily located.