Customer eXperience Department
The Customer eXperience Department (CXD) leads MOM’s service excellence efforts and manages MOM’s key service channels.
About us
CXD leads MOM’s service excellence efforts to provide accessible, trusted and customer-centric services.
Our work
CXD’s work includes the following:
- Service Planning, Design & Development and
- Service Delivery & Operations
CXD strengthens MOM’s service delivery and operations through deepening sensemaking and understanding of customer needs and issues, and making our services accessible, convenient and effective. We also work actively with our stakeholders, MOM’s business departments and other public agencies to uplift MOM’s service performance and progress towards service excellence.
By leveraging technology, data, and customer insights, CXD designs customer-centric touchpoints to achieve high first contact resolution, through digital-first but not digital only. We strongly promote the use of our eServices and our website to enable customers to enjoy maximum convenience.
CXD manages the key customer touchpoints, including:
- MOM website
- MOM Contact Centre
- MOM Services Centre (Halls A, B and C)
- Employment Pass Services Centre
CXD strives to create a seamless end-to-end customer journey based on needs and will continue to work with stakeholders to uphold MOM’s service standards.