Faster response time for cases involving multiple agencies: Grace Fu

SINGAPORE — The setting up of the Municipal Services Office (MSO) has helped to cut down the response time for cases involving multiple agencies by nine days — from 21 days in October 2014 to 12 days in June this year, said Culture, Community and Youth Minister Grace Fu on Wednesday (Nov 9) in an update to Parliament on the MSO’s efforts.

The proportion of cases which required referrals to multiple agencies had also dropped from 13 per cent to 9 per cent during the same period, said Ms Fu, who oversees the MSO.

Set up in October 2014, the MSO is meant to help improve inter-agency coordination in municipal matters. Its services include the upkeep and improvement of the common living environment, such as the cleanliness and maintenance of the estates and upgrading or provision of facilities and infrastructure.

“This reflected an improvement in work processes and better understanding of the partners’ area of responsibility,” said Ms Fu.

These improvements were made possible due to the efforts by the MSO and its partner agencies, she added.

Such efforts included the introduction of the OneService app, which allows for feedback to be given without knowing the agency responsible for the problem; and the appointment of lead agencies to deal with groups of municipal issues.

For example, public greenery maintenance has been centralised under the National Parks Board (NParks) since June last year.

In June this year, said Ms Fu, the Land Transport Authority was appointed as first responder for feedback on the maintenance of connectivity-related infrastructure, such as cycling paths, ramps, staircases, overhead bridges, lifts and promenades.

For all animal-related issues — for example, if there is a python in a monsoon drain — members of the public can contact the Agri-Food & Veterinary Authority of Singapore (AVA). It will coordinate efforts with the relevant agencies, including external partners such as animal welfare groups, to resolve the problem, said Ms Fu.