Systematic Whole-of-Government Analysis of Citizen Feedback from Government Digital Channels for Cross-Agency Coordination and Insights Sharing

Dr Choo Pei Ling asked the Minister for Digital Development and Information (a) whether citizen feedback submitted through Government digital channels is systematically analysed at a whole-of-Government level to identify recurring issues or issues involving multiple agencies; and (b) if so, which agency is responsible for coordinating such analysis and sharing insights with relevant agencies.

The Government looks into feedback provided through its various touchpoints, including digital channels. Agencies are responsible for analysing the feedback they receive to improve their policies and services, and can use shared tools, like the Whole-of-Government Application Analytics (WOGAA) platform, to collect and analyse citizen feedback on their websites and digital services.

For issues that may involve multiple agencies, the Public Service has interagency processes and platforms for agencies to review and address such issues in a coordinated way. For example, ServiceSG within the Public Service Division works with various agencies to leverage data insights from citizen feedback, so as to streamline and redesign public services.