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Feedback for HDB, LTA, NEA, NParks and PUB accounted for 53% of cases on OneService app from 2020 to 2022

SINGAPORE — More than half of municipal feedback received through the Government's OneService mobile application from 2020 to 2022 were referred to five agencies, Parliament heard.

Feedback for HDB, LTA, NEA, NParks and PUB accounted for 53% of cases on OneService app from 2020 to 2022
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  • Feedback for five government agencies accounted for 53 per cent of feedback received through the OneService app from 2020 to 2022 
  • These agencies included the Housing and Development Board, the Land Transport Authority and the National Environment Agency
  • They took an average of between two and seven working days to address these feedback 
  • Town councils handled another 44 per cent of the feedback received 

SINGAPORE — More than half of municipal feedback received through the Government's OneService mobile application from 2020 to 2022 were referred to five agencies, Parliament heard.

The agencies are: the Housing and Development Board, Land Transport Authority, National Environment Agency, the National Parks Board and national water agency PUB.

Feedback for these five agencies accounted for 53 per cent of the municipal feedback that came through the app, while the various town councils handled another 44 per cent.

Ms Sim Ann, Senior Minister of State for National Development, gave the figures on Wednesday (May 10) in response to Mr Zhulkarnain Abdul Rahim, Member of Parliament for Chua Chu Kang Group Representation Constituency.

This was on the back of a case that TODAY reported last month of an illegally dumped fridge in Clementi Forest, which took the authorities more than a year to resolve.

At Monday's parliamentary session, Ms Sim said that there were lapses in communication and coordination between agencies that led to the delay.

In response to TODAY's queries, MND said that the top three types of feedback received by the OneService application in 2022 were related to illegal parking (28 per cent), facilities in HDB estates (19 per cent) and cleanliness (13 per cent). 

In Parliament on Wednesday, Mr Zhulkarnain also queried about the average time taken by the agencies to address feedback filed through the OneService app, as well as whether the Municipal Services Office independently tracks, audits or verifies that the feedback has been acted upon by the relevant agency. 

In response, Ms Sim said that from 2020 to 2022, the five agencies on average took between two and seven working days to close municipal feedback cases. 

For straightforward cases, agencies are expected to close the feedback loop only when they have resolved the issue on the ground, with a photo of the completed works when possible.

Cases such as repairing faulty lighting or a broken footpath usually involve only one agency, and are of "a nature where clear, concrete actions can be taken to resolve the issue", Ms Sim added.

For transient issues such as community noise, or complex cases such as those involving anti-social behaviours and enforcement action, agencies will work with the feedback providers on an action plan and schedule to address the issues. 

For such cases, time is needed for thorough investigation and enforcement action.

The Municipal Services Office also tracks recurrence of the issue and works with the relevant agencies, Ms Sim said. 

Related topics

Municipal Services Office OneService

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