Customer Responsiveness Department

About Us

The Customer Responsiveness Department (CRD) was set up in June 2003 to provide strategic leadership and to drive the planning and delivery of all Ministry of Manpower's (MOM) services and customer responsiveness initiatives.

Mission

The mission of CRD is to achieve service excellence through an acute understanding of our customers, active partnership with all our stakeholders and a high compliance with service standards.

Vision

To be a leading Public Sector Service organisation.

View MOM's service standards.

Our Work

Strategic Service Planning and Delivery

Strategically, CRD drives MOM's customer responsiveness by leading efforts to improve our service offerings, accessibility of our services and convenience to our customers. We continually enhance our understanding of customers' needs through our customer intelligence and analytical capabilities, and work at various initiatives to be responsive to these needs. We are responsive to feedback. We harness technology and coordinate and align ourselves to central customer service initiatives. We work in active collaboration with our stakeholders, the MOM business departments and other public agencies. Together we aim to meet and improve service standards and add the customer's perspective to customer communications. In this way, we create value for the customer by ensuring customer-centricity in the implementation of policies and procedural or administrative changes impacting the customer.

Effective Channel Management

CRD manages the key customer touch-points including the MOM Contact Centre, the Advisory Services Centre, the Work Pass Services Centre and the e-Service lobby. We offer a multi-channel delivery of services to best meet the diverse profile of our customers. At the same time, we promote e-services as the preferred channel to allow customers to transact with MOM with the maximum convenience, helping themselves to our services wherever possible, anytime, anywhere.