'I become a mystery shopper': SM Lee reveals his personal approach to improving govt services
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Senior Minister Lee Hsien Loong has shared how he regularly looks out for ways to improve the interface of the websites of various government services.Speaking to 800 students and academics during the Kent Ridge Ministerial Forum on Tuesday (Sept 9), SM Lee s'I become a mystery shopper': SM Lee reveals his personal approach to improving govt services
Senior Minister Lee Hsien Loong has shared how he regularly looks out for ways to improve the interface of the websites of various government services.Speaking to 800 students and academics during the Kent Ridge Ministerial Forum on Tuesday (Sept 9), SM Lee said that he becomes a “mystery shopper on behalf of the government” when “getting things done”.“I need to go to MOM (Ministry of Manpower) to do something on their website [and] CPF to check my account,” he said at the University Cultural Centre in the National University of Singapore. “And I look at the interface and say, ‘Surely we can do better’.””So I send them a suggestion and tell them, ‘This is just a suggestion. Please take it seriously, but think about the best way to make things better’.”SM Lee said government services will improve when Singapore has a more involved and engaged population who would feel that “if they think something can be better, they can do something about it”.“The most Singaporean thing about you SM,” quipped the forum’s moderator, NUS Associate Professor Leong Ching, “is that you complain to the different agencies.” Read more
