How EZ-Link adopts EngageRocket's continuous listening solution to build a unified company culture & retain talent

Companionship through generations of Singaporeans

EZ-Link is a name familiar to all Singaporeans regardless of age. They pioneered the use of contactless payment in Singapore’s public transit network and have accompanied countless passengers across different generations. Throughout the years, EZ-Link has constantly encouraged citizens to embrace cashless payments through waves of various initiatives such as the ”My EZ-Link Mobile” application and the “EZ-Pay” service. At its core, EZ-Link adapts to digital paradigms with relentless innovation, in a bid to give back to our community.

The company employs over 100 employees, across more than 8 departments. Similar to the dedication and excellent service they provide to external stakeholders, EZ-Link is committed to building memorable employee experiences. In 2017, the corporation decided to invest resources in its HR strategies and road mapping to construct a strong foundation of trust within the organization.

 

 

“At EZ-Link, we endeavor to build the best possible environment for our people. Beyond measuring engagement, we empower our talent to learn and grow within our organization to unlock their full potential.”

Georgina Chung, Head of HR at EZ-Link

 

Putting people first

In 2017, EZ-Link embarked on a journey to transform its corporate culture by adopting driving continuous innovation to address the ever-changing business landscape. The outcome of this vision was to cultivate a new culture, branded B.E.L.I.E.F, based on core values: Business-driven, Empowerment, Learning, Innovation, Energetic, and Fast-moving.  

EZ-Link wanted to outgrow the traditional ways of managing employees. In a bid to put employees first, the HR team first began their journey by revising their approach to talent management. 

In the business world, companies that invest as much resources in engaging customers as they do in retaining talent stand a higher chance of thriving in dynamic environments. Offering attractive remuneration packages is no longer the sole criterion employees are looking for.

Instead, vibrant corporate culture, growth opportunities, and work autonomy are among many intangible factors influencing potential candidates and incumbent employees' decision to stay with the company. The best way to cater to these nuances is through relentless iterations of understanding employee sentiments and sourcing out root causes for discontentment.

 

Empower employees with a voice

In their quest to build better employee experiences, EZ-Link’s HR team partnered with EngageRocket in 2019 to strengthen the foundation of their HR strategy by implementing a continuous listening program. Instead of relying on unsubstantiated gut feel, EZ-Link decided to embark on a data-driven approach.

 

"Using people analytics helps us to push forward and play a key role in our people-centric strategy. We want to empower our leaders to find the best strategies to enhance employee experience, identify issues, and act on them immediately."

Georgina Chung, Head of HR at EZ-Link

EZ-Link launched its first employee engagement and Peer Feedback in 2019. Both inaugural launches collected a notable participation rate of 87% and 100% respectively, which provided the HR Team with a representative sample of statistical data to draw quality insights about the population.

EngageRocket’s Belong module enables EZ-link’s team to seamlessly run automated pulse surveys, collect data on employee engagement, and help the team with designing data-backed strategies to enhance corporate culture. It is a single source of truth that allows both the HR team and people managers to gain a better understanding of employees' feelings and identify latent issues. 

Each manager at EZ-Link has access to their personalized EngageRocket dashboard, which contains aggregated results of their direct team and even customized report cuts tagged to them. Continuously monitoring the progress over time, it allows them to quickly identify any kinks within the team and also use it as a proxy for their own initiatives and leadership effectiveness. 

With EngageRocket’s Grow module, which leverages a multi-rater framework, EZ-Link has rolled out Peer Feedback pilot projects for two groups of employees equipping employees with balanced views of their strengths and areas of improvement and also contrasting how others perceive their competencies against their own level of awareness.

EZ-Link’s HR Team is now even more confident that their efforts in nurturing a culture of feedback have come to fruition.

 

 

“EngageRocket is extremely user-friendly, It's intuitive and a great experience for employees too. The platform provides insights on what really matters to our teams, empowering managers to have a real impact on employee well-being and engagement”
Rachel Lim, Human Resource Talent Acquisition Senior Executive at EZ-link

 

Unlocking EZ-Link’s full potential

Armed with data tailored to EZ-Link’s dynamic team, leaders and managers will be able to narrow in on specific drivers of engagement to fuel change. 

In fact, the first employee engagement survey revealed that EZ-Link employees placed considerable emphasis on “Value and Purpose”, which reportedly had the highest impact on Employee Net Promoter Score (eNPS), a common proxy for employee loyalty. Another unexpected driver valued heavily by EZ-Link’s employees was the opportunity to grow within the company. 

To effectively drive cultural change, EZ-Link’s HR team sought to empower people managers with actionable insights and recommendations. In order to do so, the company did not hesitate to further their investments with EngageRocket’s Results-to-Action (RTA) workshop to equip leaders with analytical skills and capabilities to craft action plans with the results. 

With a promising start in leveraging people analytics, EZ-Link’s next step is to take concerted efforts and turn these insights into action to bridge the gap with employees.