New mobile app OneService enables one-stop municipal feedback

Hetty Musfirah Abdul Khamid, Channel NewsAsia 25 Jan 15;

SINGAPORE: To provide more timely feedback on municipal issues in Singapore, the public can now make use of "OneService" - a mobile app for Android and iOS users.

Minister in the Prime Minister's office Grace Fu, who is also the Minister overseeing the Municipal Services Office (MSO), launched the app on Sunday (Jan 25).

The app was developed with the Infocomm Development Authority of Singapore. The government agencies participating in the app include AVA, HDB, LTA NEA, NParks, People's Association, PUB and the Police.

The app aims to make it easier and faster for the public to report any issues they encounter. For starters, feedback can be submitted according to categories such as "Animals", "Cleanliness" and "Roads and footpaths" instead of agencies.

This way users do not have the added worry of identifying the agency in charge of a particular issue. The app will automatically channel all feedback to the relevant agencies so more timely service and response can be provided.

"By and large, our agencies are already providing good municipal services,” said Grace Fu. “However, there is scope for improvement, particularly in areas where multiple agencies need to be involved or when the issue is complex in nature.

“OneService app is a common platform for the public to provide feedback on municipal issues with convenience. There is no need for you to know which agency to send your feedback to, as the categories are organised by issues, such as trees and greenery, roads and footpaths."

The app will automatically channel all feedback to the relevant agencies so more timely service and response can be provided. There is a geo-tagging function in the app which will automatically pinpoint the exact location of the problem.

The app's launch follows a three-month trial involving 1,700 users - including public officers and grassroots leaders. Over 400 municipal issues were reported during the trial.

"They have piloted and test-trialled the whole app,” said South West District Mayor Low Yen Ling. “I have seen how very complex issues that cut across NEA and NParks … were resolved in a couple of days, simply because of this IT platform that allows the integration of competencies and information across the agencies."
According to MSO, agencies will send an acknowledgement reply upon receiving a feedback.

While turnaround time may vary from case to case, users can expect a response within a week of submission for straightforward municipal-related issues. Feedback requiring further investigation or review may take up to three weeks.

Members of the public can download OneService from the Apple App Store and Google Play for free.

- CNA/rw/ec


New app for feedback on municipal problems
XUE JIANYUE Today Online 26 Jan 15;

SINGAPORE — Instead of wondering which government agency to submit a complaint to, the public can now turn to a new mobile application that will handle feedback on municipal problems, whether they be about pests or grass-trimming, that may cut across agencies.

Created by the Municipal Services Office (MSO), the OneService app was launched yesterday after a two-month trial with 1,700 public officials and grassroots personnel.

Users of the app will see a menu allowing them to lodge complaints in six categories: Animals; pests; roads and footpaths; water supply and drains; cleanliness; trees and greenery. The feedback will then be sent to the relevant government agency. Those uncertain of the nature of the issue can pick a seventh option that lets them send an email to the MSO directly.

The MSO was set up in October to improve the delivery of municipal services, especially in the areas where multiple agencies need to be involved.

It partnered with the Infocomm Development Authority of Singapore (IDA) to develop the app. It also brought eight government agencies on board — the Agri-Food and Veterinary Authority of Singapore, Housing and Development Board, Land Transport Authority, National Environment Agency, National Parks Board, People’s Association, PUB and the police.

Speaking to the press at a recycling event in Bukit Gombak, where the app was launched, South West District Mayor Low Yen Ling said the app will shorten the time needed to resolve municipal cases. On average, half of the time taken to resolve cases were spent on communication between different parties.

“Instead of community leaders and grassroots advisers having to pull the various agencies together to do problem-solving, I think the MSO capabilities and solutions, such as the OneService app, will allow the integration of such conversations and capabilities in a more time-effective way,” said Ms Low.

Users can download the free app from the Apple App Store or Google Play. Users can also select sub-categories that specify more details about the problem, such as “choked drain” or “litter bin” under the Cleanliness category. A form then appears, requesting the location and a description of the problem.

The feedback is then sent to the relevant government agency. However, TODAY understands that multiple agencies will meet to coordinate the response to the case when necessary.

Also present at the app’s launch was Ms Grace Fu, Minister in the Prime Minister’s Office and Second Minister for the Environment and Water Resources. In her opening remarks, Ms Fu noted that cleanliness is the top municipal issue among residents, with agencies receiving an average of 1,000 cases of feedback on the issue each week, she added.

The MSO will continue to fine-tune the app, add new features and invite more agencies to participate.


Cleanliness, pests among top municipal issues reported via OneService app
Channel NewsAsia 30 Jan 15;

SINGAPORE: "Cleanliness", "Pests" and "Road and Footpaths" – these are the top three types of municipal issues reported by Singaporeans via the OneService mobile app, said Minister in the Prime Minister's Office Grace Fu on Friday (Jan 30).

The app, which was launched last Sunday, already has more than 10,000 registered users and more than 900 cases so far have been reported through the app, said Ms Fu in a Facebook post.

She added that cases reported through the app have been automatically routed to the respective agencies for attention. She also noted that members of the public have been forthcoming with various suggestions to improve the app.

- CNA/ac