Sim Ann on handling feedback to Municipal Services Office

The Housing and Development Board, Land Transport Authority, National Environment Agency, National Parks Board and PUB accounted for 53 per cent of municipal feedback that came through the OneService App from 2020 to 2022. The town councils handled another 44 per cent. These five agencies took, on average, between two and seven working days to close municipal feedback cases. The Municipal Services Office (MSO) has been working with agencies to improve the timeliness and quality of their replies to municipal feedback. For straightforward cases, agencies are expected to close the feedback loop only when they have resolved the issue on the ground with a photograph of the completed works where practicable. For transient issues like community noise or complex cases, such as those involving anti-social behaviour and enforcement action, agencies will respond to feedback providers on an action plan and indicative timeline to address the issues. For such cases, time is needed for thorough investigation and enforcement action. In such instances, MSO tracks the recurrence of the issue and works with the relevant agencies to better tackle the root causes. Senior Minister of State for National Development Sim Ann said this in reply to an MP’s questions in Parliament on Wednesday (May 10).