This isn't the fault of top level management. This is caused by lower level staff who don't have a good grasp of the nuances of the English language plus they probably also lack a vital factor that binds the human race... empathy.
This has nothing to do with the PAP, you have to blame Singaporeans themselves. The lack of empathy is on display on a daily basis as Singaporeans go about their daily lives. For example, the scene of a fatal accident is nothing more than an opportunity to gather 4D numbers. Sympathy for the families who have lost loved ones is secondary.