Behind our brightly lit homes is a dedicated person who ensures our electricians – and electrical systems – work safely. Meet Ms Tan Hwee Eng, Administrative Executive at the Energy Market Authority. For the past 13 years, she has kept licensing procedures running smoothly, so that qualified electricians, or Licensed Electrical Workers (LEWs), can carry out their work of installing or rewiring electrical systems, or repair any defects in an installation.

Every day, Ms Tan processes online applications for new licenses and the renewal of licenses. She also guides the electricians through the process over the phone or by email, when approached. What may seem like simple work is in fact rigorous and essential. “We need to check a lot of things, such as whether an LEW is authorised to take charge of the installation, or the correct information is entered into our online application system,” says Ms Tan.

Besides requiring an eye for detail, her work also calls for patience and understanding. She has had a few customers raise their voice at her when they encounter problems with the application process or do not understand the need to renew licenses.

But Ms Tan would remain calm to hear their side of the story. She says: “I know that they are angry because they are frustrated. I empathise with them, and that makes me want to help them more, and always be approachable.” It’s no wonder customers often write in to commend the cheerful lady, who has won several service awards.

What keeps her going is the simple belief that she has to be caring. During her service training, she came across a quote: “Carry a heart that never hates, a smile that never fades, a touch that never hurts.” Whenever her work gets overwhelming, she turns to this quote for strength and continues her quiet role in keeping Singapore’s electrical systems running soundly.