Singapore Handling a feedback
I suggest the following steps for a government agency to handle the feedback from the public. 

1. Make it easy for the public to submit a feedback, using an online platform.

2. Centralize the first level handling of the feedback, i.e. to be done by a special agency, rather than decentralized to many agencies.

3. When the feedback is received, an officer should contact the initiator (of the feedback) within a day to understand the issue and get relevant information. This contact is best done using a mobile phone or WhatsApp.

4. If the feedback is valid and needs attention, the officer should submit the case to the relevant agency who will respond to the initiator directly. 

5. Sometimes, the officer may be able to refer the initiator to the relevant webpage that explains the current practice. If this is satisfactory, there is no need to refer the feedback to the next level.

I find this process to be practical and useful in handling all kinds of feedback. I hope that the government will implement it. 

I suspect that this system is adopted in many cities in China. 

Tan Kin Lian


 

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