Faster Response Targets for LTA Online Contact Form in Comparison with other Government Benchmarks and Standards across Agencies

Mr David Hoe asked the Acting Minister for Transport in view that the Land Transport Authority's (LTA's) online contact form states that replies to complex cases may take 14 to 20 days (a) whether the Ministry considers this response time adequate and aligned with the Government's public service standards; (b) how LTA's response timeliness compares with other whole-of-Government benchmarks; and (c) whether the Ministry will consider reviewing this service standard, including faster response targets.

Government agencies are expected to reply within 15 working days. More than 60% of feedback received by the Land Transport Authority (LTA) is resolved within five working days, while more than 93% of all feedback are closed within 14 working days. For complex cases where replies cannot be provided within this timeframe, LTA will acknowledge the feedback within the 15 days and keep the feedback provider informed of the progress.