Pursuing Service Excellence
In 2012, the Public Service Division reviewed its “No Wrong Door” policy to improve inter-agency coordination and response time in service delivery. Following this, the Public Service Division is piloting a First Responder Protocol to better manage responses to public feedback, especially where more than one public agency is involved. Under this new protocol, the agency that receives the feedback will coordinate the response to the public. The First Responder Protocol will be piloted with the Agri-Food and Veterinary Authority (AVA) on animal-related feedback.
The “No Wrong Door” protocol was introduced in 2004 to ensure that public feedback is handled seamlessly across public agencies, so that members of the public are not turned from pillar to post when seeking help from the government.