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

Jul 15, 2017

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.