# MSO Factsheet: Effective Service Delivery

- **Source:** Ministry of National Development
- **Published:** 2018-03-06T09:30:00.000Z
- **Author:** Ministry of National Development
- **Original:** https://www.mnd.gov.sg/newsroom/press-releases/view/mso-factsheet-effective-service-delivery
- **Topics:** HDB & Public Housing, New Launches, Government & Policy

## Featured rationale

Faster coordination and expanded OneService coverage could improve estate management and residents’ experience across HDB neighbourhoods, potentially supporting satisfaction with their living environment.

## AI summary

Resolution time for 90% of complex multi-agency feedback fell from 16 working days in Q4 2015 to 11 days in Q4 2017.

## Original article

Whole-of-Government Service Delivery Improvements

MSO’s efforts to improve service delivery has led to improvements in inter-agency processes. 90% of complex feedback that require multiple agencies to work together has reduced from 16 working days in Q4 2015, to 11 days in Q4 2017.

Transforming OneService Channels

MSO has been enhancing the OneService App (OS App) to make it a convenient platform for residents to provide feedback on municipal matters without the need to search for the right agency (see Annex A for screenshots). The scope of issues covered within the OS App has expanded from six categories in 2015 when the app was launched, to 11[1] by end 2017. Besides issues handled by government agencies, the OS App now covers municipal issues handled by the Town Councils (TCs) (i.e. Facilities in HDB Estates), and private companies (i.e. supermarkets for Abandoned Trolleys, and Bike Share Operators for Shared Bicycles). In 2017, the number of registered users and cases submitted grew by 43% and 100% respectively, reaching 114,000 registered users and 153,000 cases submitted.

MSO has also introduced the OneService Portal (OS Portal) in Sep 2016 which aggregates municipal information across agencies and TCs for our residents’ easy reference as well as allows residents to submit feedback. This includes useful information for residents’ daily living, including HDB block washing schedules, locations of e-waste recycling points, and schedules for community events such as HDB’s Welcome Parties. The OS Portal has garnered over 320,000 views since its launch.

To make OS channels a one-stop platform for residents on all municipal matters, MSO will further enhance the OS channels in 2018 to enable residents to perform essential transactions with government agencies, and give their feedback and comments on local improvement programmes to help co-create their living environment. The long term vision is for the OS channels to cover all essential municipal needs of residents, so that they will only need a single platform for all their municipal needs instead of having to juggle between multiple apps for different purposes.

Improving Inter-Agency Processes

MSO continues to work with government agencies and TCs to improve coordination and management of complex issues that involves multiple parties and are difficult to resolve. This includes issues such as pigeon nuisance, animal hoarding, and Outdoor Display Area (ODA) violations.

Specifically, for pigeon-related nuisances, government agencies and TCs receive some 600 feedback monthly from residents. TCs oversee the cleaning of common areas, AVA takes enforcement action against pigeon feeders, and NEA takes enforcement action against those caught committing high-rise littering arising from pigeon feeding. To resolve the issue effectively for residents, AVA, NEA and TCs need to work together in a coordinated fashion.

For animal hoarding, MSO has worked with AVA, HDB, and NEA to clarify the role of the agencies for cases, depending on whether the case involves animal welfare issues, poses public health risk, or causes general disamenities to other residents. As residents’ hoarding behaviour could be due to different root causes, the Agency for Integrated Care (AIC) and social welfare agencies will also be roped in to address mental health or better care for the socio-emotional needs of the resident. With greater clarity on how different types of cases should be handled and escalated, this will lead to a more effective solution for the affected residents.

For ODA violations, MSO has worked with TCs and SCDF on an escalation mechanism to better tackle the recalcitrant shop owners. ODA violations causes obstruction and thus endanger the safety of residents, shop occupants and neighbouring properties in the event of a fire. Under the new framework, a joint TC-SCDF escalation mechanism was developed to deal with violations. For instance, SCDF will conduct joint enforcement blitzes with TCs against recalcitrant shop owners that ignored the warning letters and composition fines of TCs, to remove the obstruction. Such coordinated efforts will yield better enforcement outcomes for violations.

Through better inter-agency coordination and processes, MSO hopes to improve municipal service delivery for our residents.

[1] The 11 categories are (a) cleanliness; (b) pests; (c) roads & footpaths; (d) animals & birds; (e) facilities in HDB estates; (f) drinking water; (g) drains & sewers; (h) parks & greenery; (i) construction sites; (j) abandoned trolleys; and (k) shared bicycles.

## Chinese translation

> Translation model: grok_cli

### 市镇服务处概况：有效服务交付

全政府服务交付改进

市镇服务处（MSO）在改善服务交付方面的努力，已带来跨部门流程的改进。需要多个机构协同处理的复杂反馈中，有90%的处理时间从2015年第四季的16个工作日，缩短至2017年第四季的11天。

改造OneService渠道

市镇服务处持续优化OneService应用程序（OS App），使其成为方便居民就市政事务提供反馈的平台，无需再查找正确的负责机构（截图见附件A）。该应用涵盖的问题范围，已从2015年推出时的六个类别，扩展至2017年底的11个[1]。除了政府机构处理的事务外，OS App现亦涵盖市镇理事会（TC）处理的市政问题（即组屋（HDB）邻里设施），以及私人公司处理的事务（即超市的废弃购物车，以及共享单车运营商的共享单车）。2017年，注册用户数和提交案件数分别增长43%和100%，达到114,000名注册用户及153,000宗提交案件。

市镇服务处亦于2016年9月推出OneService门户网站（OS Portal），汇总各机构与市镇理事会的市政信息，方便居民查阅，并允许居民提交反馈。内容包括与居民日常生活相关的实用信息，例如组屋洗廊时间表、电子废物回收点位置，以及社区活动时间表，如建屋发展局的欢迎派对等。自推出以来，OS Portal浏览量已超过320,000次。

为使OS渠道成为居民所有市政事务的一站式平台，市镇服务处将于2018年进一步强化OS渠道，使居民能与政府机构办理必要事务，并就地方改善计划提供反馈与意见，共同营造居住环境。长远愿景是让OS渠道涵盖居民所有基本市政需求，使居民只需使用单一平台处理全部市政事务，而不必在多个应用之间来回切换。

改进跨部门流程

市镇服务处持续与政府机构及市镇理事会合作，改善涉及多方、难以解决的复杂问题的协调与管理。这包括鸽子滋扰、囤积动物，以及户外陈列区（ODA）违规等问题。

具体而言，就与鸽子相关的滋扰，政府机构与市镇理事会每月约接获600宗居民反馈。市镇理事会负责公共区域清洁，农粮兽医局（AVA）对喂鸽子者采取执法行动，国家环境局（NEA）则对因喂鸽子而导致高层抛垃圾者采取执法行动。为有效为居民解决问题，农粮兽医局、国家环境局与市镇理事会须以协调方式合作。

就囤积动物问题，市镇服务处已与农粮兽医局、建屋发展局及国家环境局协作，厘清各机构在不同案件中的角色——视案件是否涉及动物福利、是否构成公共卫生风险，或是否对其他居民造成一般不适而定。由于居民的囤积行为可能源于不同根本原因，综合护理机构（AIC）及社会福利机构亦将被引入，以处理心理健康问题，或更好地照顾居民的社会情感需求。随着对不同类型案件应如何处理与升级有更清晰的界定，这将为受影响居民带来更有效的解决方案。

就户外陈列区违规，市镇服务处已与市镇理事会及新加坡民防部队（SCDF）合作，建立升级机制，以更有效应对屡教不改的店主。户外陈列区违规会造成阻碍，因而在发生火灾时危及居民、商铺占用者及邻近产业的安全。在新框架下，市镇理事会与民防部队共同制定了联合升级机制以处理违规。例如，民防部队将与市镇理事会联合执法突击行动，针对无视市镇理事会警告信与罚款的屡犯店主，清除阻碍物。此类协调努力将为违规执法带来更好成果。

通过更好的跨部门协调与流程，市镇服务处希望改善居民的市政服务交付。

[1] 11个类别为：（a）清洁；（b）害虫；（c）道路与人行道；（d）动物与鸟类；（e）组屋邻里设施；（f）饮用水；（g）排水沟与污水管；（h）公园与绿化；（i）建筑工地；（j）废弃购物车；以及（k）共享单车。