SINGAPORE — The new Municipal Services Office (MSO), first mentioned by Prime Minister Lee Hsien Loong in his National Day Rally speech, is not meant to be the sole feedback channel, nor will it displace the roles or feedback management functions of Government agencies and town councils, said Minister in Prime Minister’s Office Grace Fu today (Aug 24).

“If you’re already used to calling your local HDB office, or your local police post, we really don’t want to cause you to have to relearn another number,” she said. “So it has to be something that you can call, and has a way to direct your feedback to the right agencies , but not one that requires you to call only one number.”

Ms Fu added that the office has to provide convenience for the public and not delay the feedback process.

She said one of the main purposes of the MSO would be to help make it easier for residents who are unsure about which agency their issue falls under. This could include complex issues that involve multiple agencies. Other purposes of the MSO could include looking at how to improve service delivery and in the longer term, operational processes, she said.

In his speech, Mr Lee had said that the office will be overseen by Ms Fu, who will work with Minister for National Development Khaw Boon Wan. He also said the office, which will be part of the Ministry of National Development (MND), aims to resolve the problem of residents getting frustrated when their complaints or requests bounce back and forth between several agencies.

The office is slated to be set up on Oct 1. However, it will not be operational then as MND says it takes time to work with the agencies and develop processes. More details will be shared at a later date.