SINGAPORE: Efforts to enhance the efficiency of the public service delivery system in Sarawak will be carried out through a strategic collaboration with the OneService Municipal Services Office (MSO).
MSO, which operates under Singapore’s Ministry of National Development (MND), manages the OneService feedback platform, which currently has over 600,000 registered users.
A delegation from the Sarawak Public Communications Unit (UKAS), led by the Deputy State Secretary (Operations) Datuk Hii Chang Kee, conducted a working visit and knowledge-sharing session with MSO here today.
The delegation also included UKAS director Awang Putrayusrie Awang Redzuan, Sarawak Trade and Tourism Company Pte Ltd (STATOS) chief executive officer Chew Chang Guan, as well as eight other officers.
The visit was a proactive step to learn from Singapore’s proven best practices in public feedback management.
During the session, the focus was on understanding MSO’s operational structure, system design and service delivery model, particularly its use of artificial intelligence (AI).
MSO also presented its use of AI to speed up response times and automate the routing of feedback to relevant agencies and officers, thereby enhancing service delivery efficiency and public engagement.
Sarawak is therefore looking at strengthening the Talikhidmat platform, which currently serves as the main channel for the public to submit complaints and feedback to the government.
The smart technology-based approach implemented by MSO is expected to be adopted into the Talikhidmat system to improve the accessibility and responsiveness of Sarawak’s public services.
Earlier, the Sarawak delegation was received by MSO’s senior director of planning, Lim Chee Hwee, who emphasised that the exchange of knowledge and experience between both parties could strengthen the public service delivery system at the regional level.
This visit also reflects the Sarawak government’s continued commitment to empowering the public service delivery system through strategic collaboration, knowledge sharing and technology integration — all in line with its aspiration to become a digital and developed state by 2030
