02/06/2026
Visited the public service centre and this was what I observed.
Upon arrival, visitors are required to queue at 1 first. After reaching the counter, the staff member issues a queue number and directs them either to 2 for the self-service terminals with assistance or to the main hall to wait for a specialized officer.
However, the process is not immediately obvious to first-time visitors. I observed several people joining the queue at 2, only to realise later that they first needed to queue at Counter 1 to obtain a queue ticket. Only after receiving the ticket would they be directed either to the self-service terminals with assistance or to the main hall to speak with the appropriate officer. This results in unnecessary waiting, as some visitors effectively have to start the process all over again at 1.
Part of the problem I observed also appears to be the lack of clear and prominent signage explaining the required steps. Visitors unfamiliar with the process can easily end up queueing at the wrong location.
In addition, the centre seemed to be sorely lacking in manpower. There was only one staff member manning at the counter handling visitor enquiries, issuing queue tickets, and directing people to the appropriate service areas.
Do you think there's a better way to improve the current situation and efficiency?
Where do you think is the bottom neck?
How can the waiting time be reduced and how can visitors avoid queueing twice?
