i like the occasional ''frontline" aspect of my job. which puts me in contact with our customers, ie. HDB flat owners... i've come to realize that most of the SERS flat owners we deal with are really not very well off... thus work unwittingly gives me a rare opportunity to interact with the less privileged members of society. i'm still too new to be able to answer ppl's queries effectively or very accurately, but i'm trying to get better. sometimes officers have to bear the brunt of these ppl's complaints/gripes; and it can be rather demoralising to have ppl blame you for policies that you had no part in drawing up; but nonetheless it's just interesting in my opinion to listen to such feedback. well... i suppose i'm still new and the novelty of such frontline duties has yet to wear off... but i hope that i wun become jaded with time, but instead become more familiar with policies i need to know well, so as to be as helpful as possible to members of public in need of info they really ought to be aware of. feel that policies have gotten so complicated and I have the responsibility to make things as understandable as possible to everyone; and esp the illiterate and elderly. alas, i don't even hav everything at my fingertips yet. so need to first work on that!