# MSO COS 2020 Factsheet: Connected Services for a Connected Community

- **Source:** Ministry of National Development
- **Published:** 2020-03-04T11:00:00.000Z
- **Author:** Ministry of National Development
- **Original:** https://www.mnd.gov.sg/newsroom/press-releases/view/mso-cos-2020-factsheet-connected-services-for-a-connected-community
- **Topics:** Commercial & Industrial

## Featured rationale

Faster municipal reporting, facility booking and case resolution may improve neighbourhood management and resident satisfaction, potentially supporting the perceived liveability of affected estates.

## AI summary

The OneService App exceeded 200,000 users and 460,000 reported cases by December 2019, while AI routing saved an estimated 175 man-days monthly.

## Original article

We work closely with our partners so that residents can conveniently access services that are more resident-centric. Today, 60% of our post-case poll ratings are 4 or 5 stars, about 3 percentage-points up from the same quarter a year earlier, and we are aiming to reach 70% by the end of 2020.

Connecting Residents to Services Using Technology

In line with the Smart Nation drive, we want to advance our technological capabilities to be more plugged in to residents’ concerns and needs, and bring our services closer to residents, wherever they are.

More residents are using the OneService App to submit feedback cases – we have now crossed the 200,000 milestone in terms of App users. These users have reported over 460,000 cases (as at Dec 2019). Back-end, our implementation of Artificial Intelligence (AI) for case routing has saved an estimated 175 man-days per month so that officers can direct more attention towards resolving residents’ issues on the ground. 90% of cases involving multiple stakeholders found the right case owner within 7 days and, since 2015, the average time taken to find a case owner has fallen from 8.5 days to 6 days (as at Dec 2019). Front-end, we are building in new App features to better connect residents to our services using technology. 

To meet residents’ interest in booking facilities around their neighbourhood and bonding with like-minded members of their community over neighbourhood activities, we are introducing neighbourhood facilities booking services on the OneService App with the “Book Facilities” feature. This will give residents a fuss-free way to search for and book community facilities offered by Town Councils, government agencies and other organisations, without having to contact different individual offices to do so (see Annex A for details). New reporting categories such as “smoking”, “high-rise littering” will also be introduced to the OneService App, for residents to highlight specific concerns on these issues. 

To make it even more convenient for residents to report municipal issues, we are introducing OneService Lite so that residents can simply scan QR codes and submit their feedback in as little as 2 clicks, without having to first download the OneService App. Residents can easily locate the QR codes in areas with high pedestrian traffic, where the most common municipal issues are more likely to be experienced (see Annex B for details). Soon, residents can also submit feedback via popular social messaging apps like WhatsApp and Telegram, guided by an AI-powered chatbot. 

MSO will continue to collaborate closely with our partners to develop innovative solutions to keep up with residents’ expectations in our increasingly digitalised landscape. We are piloting Municipal 360, a productivity initiative to route routine feedback submitted through the OneService App directly to agencies’ contractors for speedier resolution, with photo updates to keep residents informed of the progress of their cases.

• As routine and straightforward cases will be automatically channelled to the contractors, they no longer need to be manually processed by agency officers and can reach the right action parties for faster resolution. 

• When cases are resolved, residents can receive tangible visual updates through the OneService App that complement the feedback replies (see Annex C).

Connecting the Community to Co-create a Better Living Environment for All

We are also building relational connections among residents, so that each and every one can have a say in building a better shared living environment, for our future Singapore, together.

In Jan and Feb 2020, we launched the “What Say You?” survey tool and “Community Challenge” feature respectively in the OneService App to activate our community to make the changes they want to see in their neighbourhoods (see Annex D for details). 

We have deepened collaboration with our Town Council and community partners to nurture community participation and partnership in co-creating a better shared living environment. An example of community co-solutioning in action is the High-Rise Littering and Pigeon Feeding (HRL-PF) Programme, in which grassroots organisations, community leaders and Town Councils exercise local leadership and targeted interventions in partnership with agencies to tackle HRL and pigeon-related dis-amenities in their estates (see Annex E for details).

There are more ground-up youth projects being encouraged through our Project Code R.E.D. and Youth Challenge platforms (see Annex F for details). These are opportunities for passionate youths to generate self-directed initiatives and tap on the mentorship and support of agencies and relevant stakeholders to translate their ideas into concrete solutions for their local neighbourhoods.

## Chinese translation

> Translation model: grok_cli

### 市镇服务处 2020 年供应委员会事实说明书：互联服务，联通社区

我们与合作伙伴紧密协作，使居民能够便捷地获取更以居民为中心的服务。目前，60% 的事后问卷评分为 4 星或 5 星，较上年同期约提高 3 个百分点，我们的目标是在 2020 年底前达到 70%。

利用科技将居民与服务相连

配合智慧国推动，我们希望提升科技能力，更贴近居民的关切与需求，并在居民所在之处将服务送到他们身边。

越来越多居民使用 OneService 应用程序提交反馈个案——目前该应用程序用户已突破 20 万大关。这些用户已报告逾 46 万宗个案（截至 2019 年 12 月）。在后台，我们实施人工智能（AI）进行个案分流，估计每月节省 175 个工作日，使官员能将更多精力投入到实地解决居民问题上。涉及多方利益相关者的个案中，有 90% 在 7 天内找到正确的个案负责人；自 2015 年以来，找到个案负责人的平均时间已从 8.5 天缩短至 6 天（截至 2019 年 12 月）。在前端，我们正打造新的应用程序功能，以更好地利用科技将居民与我们的服务相连。

为满足居民预订邻里设施、并在邻里活动中与志同道合的社区成员连结的兴趣，我们在 OneService 应用程序上推出邻里设施预订服务，即“预订设施”功能。这将让居民以省事的方式搜索并预订市镇理事会、政府机构及其他组织提供的社区设施，而无需分别联系不同办公室（详见附件 A）。OneService 应用程序亦将新增“吸烟”“高空抛物”等举报类别，供居民就这些具体问题提出关注。

为使居民举报市政问题更加便捷，我们推出 OneService Lite，居民只需扫描二维码，最少点击两次即可提交反馈，而无需先下载 OneService 应用程序。居民可在人流密集、最常见市政问题较易出现的地点轻松找到二维码（详见附件 B）。很快，居民亦可透过 WhatsApp 和 Telegram 等热门社交通讯应用程序提交反馈，并由人工智能聊天机器人引导。

市镇服务处将继续与合作伙伴紧密协作，开发创新方案，以跟上日益数码化环境中居民的期望。我们正在试点 Municipal 360，这是一项提升生产力的举措，将经 OneService 应用程序提交的常规反馈直接分流至各机构的承包商，以便更快解决，并以照片更新让居民了解个案进展。

• 由于常规且直接的个案将自动转交承包商，无需再由机构官员人工处理，可更快到达正确的执行方。

• 个案解决后，居民可通过 OneService 应用程序收到具体的视觉更新，以补充反馈回复（详见附件 C）。

联通社区，共同打造更美好的生活环境

我们亦在居民之间建立关系连结，使每一位居民都能在共建更美好的共享生活环境、为未来新加坡共同发声。

2020 年 1 月和 2 月，我们分别在 OneService 应用程序中推出“你怎么说？”调查工具和“社区挑战”功能，以动员社区在邻里作出他们希望看到的改变（详见附件 D）。

我们加深了与市镇理事会及社区伙伴的协作，培育社区参与及伙伴关系，共同打造更美好的共享生活环境。社区共解方案的实例之一是高空抛物与喂鸽（HRL-PF）计划，基层组织、社区领袖和市镇理事会与机构合作，在各自市镇发挥本地领导作用并采取针对性干预措施，处理高空抛物及与鸽子相关的扰民问题（详见附件 E）。

通过我们的 Project Code R.E.D. 和青年挑战平台，更多由青年自发推动的项目正受到鼓励（详见附件 F）。这些平台为热心青年提供机会，发起自主倡议，并借助机构及相关利益相关方的指导与支持，将想法转化为其本地邻里的具体解决方案。