Singaporeans want their views to be heard and they are getting what they want. Every month, the Feedback Unit receives about 600 emails on a plethora of issues. There is also feedback sent via snail mail and members of the public can dial the toll-free hotline as well.

While the FBU’s main focus is to solicit public feedback on national policies and issues, like other government agencies, it also gets its fair share of feedback concerning the Public Service.

Nurhana’s job is to go through the contents of each mail or email, and direct the feedback to the relevant ministry or agency.

For instance, she will forward suggestions concerning roads, vehicles and street signs to the Land Transport Authority for follow-up action, and direct comments on public hygiene and waste recycling to the National Environment Agency.

As for feedback on issues that concern more than one agency, Nurhana will attention it to the multiple agencies involved. And when the feedback does not apply to any specific agency, Nurhana will channel it through the Zero-In-Process.

“We process each case within five days and we follow up on the cases we send to the agencies after seven days,” she said.

More than a conduit for feedback
Nurhana also takes charge of one of eight Feedback Groups. These are independent discussion groups chaired by people-private sector representatives. They serve as a forum for Singaporeans from all walks of life to come together monthly to discuss major national issues. Their feedback and recommendations are presented to the Government at the Annual Conference of Feedback Groups.

Nurhana assists the Community Development Feedback Group, which focuses on issues pertaining to racial integration, language, culture, etc. She take notes during meetings and supplies the research materials.

“They are a passionate and dedicated bunch of people. Their discussions can go on and on if I don’t signal to the chairperson that we have to wrap it up. Some meetings can stretch from 7 pm till past 10 pm!” she said.

Nurhana also helps to arrange for policy-driven dialogue sessions held on weekday evenings and Saturday tea sessions.

It’s a marketing job too
Another aspect of Nurhana’s work is generating publicity for the Unit’s events and activities, as well as preparing for press conferences.

Last year, she also successfully organised a recruitment drive that attracted some 5,000 people to sign up as regular feedback contributors.

And earlier this year, she organised a publicity campaign for the FBU’s Consultation Portal (www.feedback.gov.sg), which saw over two million hits within one month after the launch.

Taking up the challenge and loving it
Sharing why she joined the Unit in 2001, Nurhana said, “The job requirements were events management experience as well as a passion for writing. I had both and was excited to be part of the bigger picture within the Civil Service.”

So far, Nurhana is happy to be working in the FBU. She said, “I enjoy meeting people from all walks of life. I particularly enjoy feedback sessions with youths, women and the Malay community because most of the points raised by the participants are opinions I have as well. It’s good to hear people voicing them out on my behalf, since as a Feedback Officer, I am working behind the scenes!”