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| Learn
about the new IM7 |
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The Public Service
Division’s latest Instruction Manual — IM7 (Quality
Service) — is for everyone. It is worded simply,
clearly and concisely, which makes it a breeze for
users to gain information on the service initiatives
of the Public Service.
The next time you want to know how to handle media
queries, how to respond to a complaint, or how to
draft an official letter, check out IM7 from the
Government Intranet at www.intranet.gov.sg.
IM7 provides practical principles, guidelines and
recommendations pertaining to service-related
issues.
Simply put, it focuses on the varied ways officers
can deliver quality service, be it in writing,
over
the phone or in person. The guidelines for WITS
and SSS are also under IM7.
By proposing basic service standards, IM7 seeks
to ensure that the public enjoys a positive service
experience across all public agencies.
IM7 also complements the independent Quality Service
efforts of ministries and departments with suggested
good practices that they can adapt to suit their
needs.
IM7 brings together all service-related information
under one roof so that users can have quick and
easy access to what they need.
The contents of IM7 were developed by extracting
relevant portions from IM2 (Staff) and IM4 (Office
Management). The information was then restructured
and rewritten, and more details and relevant information
were added.
While the content information from IM2 and IM4 remains
largely unchanged in IM7, several improvements have
been made: |
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Expansion
of content - Explanations of principles,
examples, best practices and clearer guidelines
are given. For example, there is now a clearer
definition of the job scope and responsibilities
of the Ministry Spokesperson, Press Secretary
to the Minister and the Public Affairs Office. |
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Simplification/deletion
of content - Information that is
no longer relevant to the Public Service has
been removed. This includes portions on telex
and the Government Intranet Bulletin Board.
Other information, such as the section on
SSS and WITS, has been reorganised and simplified. |
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Reclassification
of content - Information that is
no longer pertinent to IM7 but still useful
to users has been regrouped and reclassified
as appendices. The examples include a section
on the principles of good writing and a list
of services provided by the Singapore Post.
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Furthermore, you will
appreciate that the language used is easily understood,
and that IM7 is principles-based and less prescriptive.
So now that you know where to go for advice, tips
and best practices on service delivery, you can
give every customer your best shot today! |
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| Next:
Know your way around IM7 |
