Written answer by Ministry of National Development on maximum number of concurrent users HDB Flat Portal can accommodate

Aug 3, 2023

Question No: 4837

Question by: Mr Leong Mun Wai

To ask the Minister for National Development (a) what is the maximum number of concurrent users the HDB Flat Portal can accommodate; (b) whether the number of users has frequently exceeded this capacity during BTO launches; and (c) whether there are plans to upgrade HDB’s IT infrastructure to cope with rising demand for housing.

Answer:

The HDB Flat Portal’s planned capacity has been able to meet HDB’s requirements and the needs of its users, including the surge in demand during BTO launches.  With the higher interest and application rates for new flats in recent years, HDB implemented a virtual waiting room feature during BTO sales exercise as a pre-emptive measure to manage the higher than usual volume of concurrent users.  When the number of concurrent users is near the threshold, new applicants will be directed to the Virtual Waiting Room.  Hence, none of the BTO launches in the past one year had exceeded the limit of concurrent users, despite the higher application numbers at each launch. 

2          Some applicants in the recent May 2023 BTO launch experienced technical difficulties, which were due to system glitches that were subsequently addressed and resolved. HDB has reached out to applicants who encountered technical issues, to help them apply for a flat, while assisting those who needed their Housing Flat Eligibility (HFE) letters to be approved urgently.   

3          As members of the public have at least seven days to apply for a new flat, we seek buyers understanding and cooperation to avoid the peak periods of a sales launch, which is usually during the first 2 to 3 days of the launch. For example, at the last May 2023 BTO sales launch, there was no queue in the waiting room from the 3rd day and throughout the remaining period of the launch.

4          HDB will continue to improve its IT infrastructure and various digital services to deliver a positive customer experience.