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Domain:
Service Delivery; Our Core Competencies
Content Type:
eLearning
Course Code:
ELNWD1
Remark:
This e-learning programme is open for registration
throughout the year. It will take place on LEARN Digital Classroom (LEARN DC),
a one-stop space for you to access your
virtual classroom sessions, programme-related online learning materials,
quizzes and assignments, as well as meet your classmates for discussions. You do not need a LEARN account to access this programme.
You will have up to 90 days to complete each
e-learning programme. Thereafter, the access will expire and you will need to
re-register for the e-learning programme to gain access for another 90 days.
Request to withdraw or replace learners for
approved registrations will not be accepted.
This programme is eligible for the Frontline Service Allowance (FSA) scheme and you would be required to go through the CARE Service Principles and Understanding Service Channels as part of the course.
Who Should Attend:
You are a Singapore Public Officer whose work involves in inter-agency coordination as you deliver service to the public.
Programme Overview
Members of the public generally view the Public Service as a single entity. Since the No Wrong Door (NWD) policy was introduced in 2004, it has been largely successful in ensuring feedback from members of the public are addressed quickly and effectively, so as to provide a good service experience for them. Under NWD, when you receive a feedback that is not under your agency’s purview, you will act on the customer’s behalf to identify the right agency, ensure that the right agency will take up the case before referring the customer to the agency. If the feedback requires coordination from more than one agency, you may also need to coordinate and provide an integrated response.
Learning Outcomes
- Apply NWD streamlined process and protocols to simple and complex feedback to facilitate timely referral, coordination and resolution of public feedback at a Whole-of-Government level
Last updated:
- NWD Policy and the streamlined process and protocols
- Handling of simple mis-directed feedback
- Handling of complex feedback with multiple issues and/or involving multiple agencies
- NWD service standards and escalation mechanism