# New OneService Category ‘Facilities in HDB Estates’ Makes It Easier for Residents to Provide Feedback on Municipal Issues in HDB Estates

- **Source:** Ministry of National Development
- **Published:** 2017-07-15T04:00:00.000Z
- **Author:** Ministry of National Development
- **Original:** https://www.mnd.gov.sg/newsroom/press-releases/view/new-oneservice-category-facilities-in-hdb-estates-makes-it-easier-for-residents-to-provide-feedback-on-municipal-issues-in-hdb-estates
- **Topics:** HDB & Public Housing, Commercial & Industrial, New Launches

## Featured rationale

More seamless reporting and accountability could accelerate resolution of estate-maintenance issues, potentially improving residents’ satisfaction and confidence in HDB living environments.

## AI summary

OneService added a “Facilities in HDB Estates” category that automatically routes maintenance feedback to the appropriate Town Council or government agency.

## Original article

The Municipal Services Office (MSO), in partnership with Town Councils, has introduced a new feedback category ‘Facilities in HDB Estates’ in the OneService (OS) App and Portal to create a more convenient, intuitive and seamless experience for residents when they provide feedback on issues in their HDB estates. Minister for Culture, Community and Youth, Ms Grace Fu, who also oversees MSO, announced this at the heartland event in Bedok Town Square, marking a significant milestone of the OneService partnership with Town Councils today.

Making it Easier for Residents to Provide Feedback

Launched in Jan 2015 and Sep 2016 respectively, the OS App and Portal are designed as a one-stop platform to make it more convenient for members of the public to submit feedback on all municipal issues, without having to ascertain which government agency or Town Council is in charge of the issue. The OS App and Portal have been well received with the App having over 94,000 registered users, reporting some 111,000 cases to date. This is an increase of over 47% in users and 140% in cases received compared to the same period last year.

To improve the effectiveness and coverage of municipal issues within the OS App and Portal, MSO has launched the new feedback category, ‘Facilities in HDB Estates’ to make it easier for residents to provide feedback on maintenance of various facilities in HDB estates, such as maintenance of HDB car parks, common areas, as well as playgrounds and fitness facilities. The introduction of this new category is significant, as about 35% of residents’ feedback on municipal issues (about 2,100 cases per month) currently received via the OS App and Portal comes under the purview of Town Councils. Feedback submitted via this new category will be automatically sent to the right Town Council or government agencies for follow-up. Residents will receive case statuses and updates through notifications and the “Track Cases” feature in the OS App and Portal. They can also view feedback submitted by others on the Case Map in these platforms.

Supporting the launch of this new feedback category is the integration of the feedback management systems of all 16 Town Councils with those of MSO’s partner agencies, which was completed in Oct 2016. With the integration, feedback from residents are automatically and seamlessly transferred between agencies and Town Councils via the systems, ensuring better accountability and proper follow-up.

Residents Can Look Forward to More Holistic Solutions to Municipal Issues

The launch of the new category is one of the outcomes of broad and deep partnership between MSO, partner agencies and Town Councils. Residents can look forward to more comprehensive solutions to municipal issues, particularly those straddling multiple agencies and Town Councils, as a result of the OneService partnership in the future.

## Chinese translation

> Translation model: grok_cli

### OneService新增“组屋区设施”类别 方便居民反馈组屋区市政问题

市政服务署（MSO）与各市镇理事会合作，在OneService（OS）应用程序及网站门户新增“组屋区设施”（Facilities in HDB Estates）反馈类别，让居民在就组屋（HDB）区问题提供反馈时，体验更便捷、直观、顺畅。主管市政服务署的文化、社区及青年部长傅海燕在勿洛镇广场的邻里活动上宣布此项举措，标志着今日与各市镇理事会的OneService伙伴关系迈出重要里程碑。

让居民更方便地提供反馈

OneService应用程序与网站门户分别于2015年1月及2016年9月推出，定位为一站式平台，方便公众就所有市政问题提交反馈，无需先判断由哪个政府机构或市镇理事会负责。该应用程序与门户广受欢迎，应用程序注册用户已超过94,000人，迄今已呈报约111,000宗个案。与去年同期相比，用户数增加逾47%，接获个案增加140%。

为提高OneService应用程序与门户在市政问题上的成效与覆盖面，市政服务署推出新反馈类别“组屋区设施”，方便居民就组屋区各类设施的维修保养提供反馈，例如组屋停车场、公共区域以及游乐场与健身设施的维修保养。该新类别意义重大，因为目前通过OneService应用程序与门户接获的居民市政问题反馈中，约35%（每月约2,100宗）属市镇理事会职责范围。经此新类别提交的反馈将自动转交相关市镇理事会或政府机构跟进。居民可通过通知及应用程序与门户中的“追踪个案”（Track Cases）功能接收个案状态与更新，亦可在这些平台的个案地图（Case Map）上查看他人提交的反馈。

支持该新反馈类别推出的是全部16个市镇理事会反馈管理系统与市政服务署伙伴机构系统的整合，该项整合已于2016年10月完成。系统整合后，居民反馈可在机构与市镇理事会之间自动、无缝流转，确保更好的问责与妥善跟进。

居民可期待更全面的市政问题解决方案

新类别的推出是市政服务署、伙伴机构与各市镇理事会广泛深入合作的成果之一。凭借OneService伙伴关系，居民未来可期待获得更全面的市政问题解决方案，尤其是涉及多个机构与市镇理事会的跨界问题。