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Customer Responsiveness Department

The Customer Responsiveness Department (CRD) leads the planning and delivery of MOM's services and customer responsiveness initiatives.

Mission

To provide excellent service by understanding our customers’ needs and having active partnership with our stakeholders to achieve and uphold our committed service standards.

Our Work

CRD’s work includes the following:

Service delivery planning

CRD improves MOM’s customer responsiveness and service offerings by making our services more accessible, convenient and effective.

Through feedback and customer insights obtained using technology and analysis, we gain a deep understanding of customers’ needs which we use to better design our policies and processes, and deliver our services and communication.

We work actively with our stakeholders, the MOM business departments and other public agencies to ensure we align our customer service initiatives.

Managing channels

CRD manages the key customer touch-points, including the MOM Contact Centre, the MOM Services Centre Halls A and B and the MOM website.

Our diverse customers benefit from our multi-channel delivery of services. We also strongly promote the use of our eServices and our website to enable customers to enjoy maximum convenience.