Debated in Parliament on 28 Feb 2022.
Mr Yip Hon Weng asked the Prime Minister (a) whether service commitments to feedback from residents can be standardised across the various Government agencies and Statutory Boards for matters requiring a simple response; and (b) where matters are complex or delays expected, whether responses can be designed to provide more transparency and opportunity for direct follow-up so that residents know when they can expect an update.
The Public Service places great importance on public feedback and has a set of whole-of-Government service standards in place to ensure agencies uphold a consistent and satisfactory level of service. Every Ministry and Statutory Board is required to appoint a Quality Service Manager (QSM) of a senior level to ensure that the QSM can provide the necessary leadership and ensure that feedback is adequately and properly reviewed within the agency.
The response time depends on the nature and complexity of the enquiry or the feedback received. For straightforward enquiries and feedback, both Ministries and Statutory Boards are given guidance to resolve and respond within three working days. For complex issues that require further assessment and fact-finding such as making site inspections or coordinating with more than one agency, agencies are given guidance to provide a reply within three weeks. If a solution cannot be provided, agencies should explain why the issue requires further study and be transparent with the plan of action. Agencies are also required to send interim replies if they are unable to respond within the time communicated.
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