In spite of significant advances in service delivery, citizens are still frustrated with government. Citizens often do not know and do not care what level of government can meet their needs. For the citizen, government is, more often than not, one undifferentiated entity.
It should come as no surprise that citizens are often confused and frustrated from trying to figure out whether they need to be searching for services or information from the federal, state, or local government.
Today, government strives to deliver as much information and as many services as possible through the internet.
The No Wrong Door approach provides clients with a universal gateway to community services and government program
The beauty of this effort is government offering a “no wrong door” approach where government can offer citizens a digital front door, or a central entry point, that connects to all departments within seconds.
The No Wrong Door approach provides clients with a universal gateway to community services and government programs.
It enables clients to approach the agency with the problem they need to address, rather than a preconceived idea of the programs or services they think that they should receive.
No Wrong Door provides workers with the capability to identify the client’s needs upfront and identify the best way to proceed with the client, for example, to refer the client to an external agency or community service, to screen the client for eligibility, or to take an application for benefits.
No Wrong Door provides workers with the capability to identify the client’s needs upfront
No Wrong Door also incorporates the concept of Priority, Complexity, Risk (PCR), where the agency can provide a differential response based on the client’s situation.
Malaysian Government introduced the No Wrong Door Policy in 2008. The policy aims to institutionalize a quality service in a short time in all Ministries, Departments and Government agencies.
Starting with this policy, One Stop Center was established in Government Departments and agencies so that dealing customers can get services from government departments and agencies easily and quickly.
