MSO COS 2020 Factsheet: Connected Services for a Connected Community

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.