Academic Director for the Institute of Service Excellence at SMU (ISES) and SMU Assistant Professor of Marketing (Practice) Marcus Lee was of the view that the public service’s “No Wrong Door” policy and the First Responder Protocol are ambitious efforts, and would be challenging to implement well. It is a step in the right direction, but a lot of work would have to be done for these efforts to be effective. He said that policies formulated must meet the actual needs of the people. There is a need to improve and enhance communications between those who formulate policies and those who implement them. Such policies must take into account the reality and difficulties faced by people on the ground.