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New app for feedback on municipal problems

SINGAPORE — Instead of wondering which government agency to submit a complaint to, the public can now turn to a new mobile application that will handle feedback on municipal problems, whether they be about pests or grass-trimming, that may cut across agencies.

Cleanliness is the top municipal issue among residents, with agencies receiving an average of 1,000 cases of feedback on the issue each week, said Ms Grace Fu. TODAY File Photo

Cleanliness is the top municipal issue among residents, with agencies receiving an average of 1,000 cases of feedback on the issue each week, said Ms Grace Fu. TODAY File Photo

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SINGAPORE — Instead of wondering which government agency to submit a complaint to, the public can now turn to a new mobile application that will handle feedback on municipal problems, whether they be about pests or grass-trimming, that may cut across agencies.

Created by the Municipal Services Office (MSO), the OneService app was launched yesterday after a two-month trial with 1,700 public officials and grassroots personnel.

Users of the app will see a menu allowing them to lodge complaints in six categories: Animals; pests; roads and footpaths; water supply and drains; cleanliness; trees and greenery. The feedback will then be sent to the relevant government agency. Those uncertain of the nature of the issue can pick a seventh option that lets them send an email to the MSO directly.

The MSO was set up in October to improve the delivery of municipal services, especially in the areas where multiple agencies need to be involved.

It partnered with the Infocomm Development Authority of Singapore (IDA) to develop the app. It also brought eight government agencies on board — the Agri-Food and Veterinary Authority of Singapore, Housing and Development Board, Land Transport Authority, National Environment Agency, National Parks Board, People’s Association, PUB and the police.

Speaking to the press at a recycling event in Bukit Gombak, where the app was launched, South West District Mayor Low Yen Ling said the app will shorten the time needed to resolve municipal cases. On average, half of the time taken to resolve cases were spent on communication between different parties.

“Instead of community leaders and grassroots advisers having to pull the various agencies together to do problem-solving, I think the MSO capabilities and solutions, such as the OneService app, will allow the integration of such conversations and capabilities in a more time-effective way,” said Ms Low.

Users can download the free app from the Apple App Store or Google Play. Users can also select sub-categories that specify more details about the problem, such as “choked drain” or “litter bin” under the Cleanliness category. A form then appears, requesting the location and a description of the problem.

The feedback is then sent to the relevant government agency. However, TODAY understands that multiple agencies will meet to coordinate the response to the case when necessary.

Also present at the app’s launch was Ms Grace Fu, Minister in the Prime Minister’s Office and Second Minister for the Environment and Water Resources. In her opening remarks, Ms Fu noted that cleanliness is the top municipal issue among residents, with agencies receiving an average of 1,000 cases of feedback on the issue each week, she added.

The MSO will continue to fine-tune the app, add new features and invite more agencies to participate.

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