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E-Government
and
Electronic Services Delivery
by:
Yeen Loo Foo (Ms)
Executive IT Consultant
Infocomm Development Authority
of Singapore
11 Sept 2001
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© IDA Singapore 2000
Singapore
What is e-Government?
A Government that recognises
the impact of ICT on governance
in the
digital economy & exploits ICT
in
government workplace &
internal processes for the
delivery of citizen-centric public
services.
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e-Government
VISION
To be a leading e-Government
to better serve the nation
in the Digital Economy
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e-Government Action Plan
Launched in June 2000
US $1 billion over 3 yrs
6 strategic programmes
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6 Strategic Programmes
G2C
G2B
Electronic Service Delivery
G2E
Technology Experimentation
Knowledge-Based Workplace
Infocomm Education
Operational Efficiency Improvement
Adaptive & Robust Infocomm Infrastructure
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FOCUS
• Government and Citizens (G2C)
• Government and Businesses (G2B)
• Government and Employees (G2E)
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Adaptive & Robust Infocomm Infrastructure
Service-wide Infrastructure projects
Anytime, anywhere access
Emphasis on:
 economies of scale
 scalability
 robustness
 cost-efficiency
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Operational Efficiency Improvement
Identify and invest in new systems
Review relevance & usefulness of
current processes
Streamline for new capabilities
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Infocomm Education
Target all levels of the public sector
(leaders, middle mgmt, workers)
ICT literacy, skills, increase
capacity to translate possibilities
to realities
Facilitate the participation of govt
officers in process of “re-inventing
government”
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Knowledge-Based Workplace
Culture of continuous learning
Active and collaborative learning
Knowledge-sharing -> effective
workers
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Technology Experimentation
Pioneer/Pilot initiatives – “first-of-its-
kind”
Experiment, innovate, exploit
technologies
Start small to deliver value quickly
Scale up fast once pilot successful
Better understanding of new
capabilities technologies can offer
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Electronic Services Delivery
Planning & Design
Customer Care
Promotions & Communications
Access
www.ida.gov.sg
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ww.eCitizen.gov.sg
• eCitizen is organised by
life events/life
stages/target groups
• Related information and
eServices are clustered
by Service Package
• Groups of related/
integrated Services are
organised into Towns/
Categories
Revamp in Nov 2001
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Electronic Services Delivery
Planning & Design:
 Review Process/Re-engineering
 Are all the steps necessary ?
 Does it add value?
 Integrate related services – across
departments/ministries ?
 Minimise Inconvenience
 backend integration among
agencies?
 Cut down repetitive form filling ?
 Only 1 counter visit, if at all ?
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Electronic Services Delivery
Planning & Design:
 Authentication
 Do we need to verify
‘Who You Say You Are’?
 None, Single, 2-factor (PKI) ?
 Service/Delivery Maturity Level
 Publish -> Interact -> Transact
 Multi-channel delivery ?
Kiosk, mobile phones, PDA
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Electronic Services Delivery
Planning & Design:
 Presentation
 easy to use
 consistent navigation
 branding
 easy on graphics
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Electronic Services Delivery
Customer Care:
 User Experience
 Self-help through updated FAQ
 Phone No to call + operating hours
 Minimally e-mail address + service level
 Private sector Bundling
 Value-added, customer centric
 Not seen as endorsement of products
 eg. Renewal of vehicle licence subject to renewal of
insurance and car inspection
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Electronic Services Delivery
Promotions & Communications:
 Publicity
 Raise awareness of the service
 More usage -> less manpower
at counters, solely online long term
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Electronic Services Delivery
Access:


Bridging the digital divide
Convenient access -> hand-holding
eg. libraries, community centres etc.
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The Citizen is Ready
 IT/Communication Penetration:
 PC : 60%
 Internet Access : 50%
 Mobile Phone Penetration : 75%
 Broadband Users : 400,000 and growing
 Students to Computer Ratio: 5 to 1
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Where are we heading ?
Present:
Publish
45.3%
Interact
Transact
37.2% 17.5%
Working towards Depth and Maturity
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Governance
 Top Level Commitment
 political and senior public servants
 Governance Framework
 glue components
 Partnerships and Synergies
 collaborative effort
 business and technical know-how
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e-Government Policy Committee
Comprises Head, Civil Service (Chairman) &
Permanent Secretaries from 5 ministries
Provides strategic directions to achieve the e-
Government vision
Oversees implementation of e-Government Action Plan
Monitors progress of the Public Sector to full electronic
service delivery
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Public Sector ICT SC*
PSI SC chaired by Deputy Secretary (MOF), co-
chaired by CEO of IDA.
Comprises representatives from 7 ministries
Sets directions and policies for the implementation of
ICT in the public sector
Co-ordinates deployment of service-wide and cross-
agency systems
Reviews the returns on Public Sector ICT investment
SC* = Steering Committee
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Public Sector ICT RC*
PSI RC chaired by CTO(IDA), comprises
representatives from Ministry of Finance and IDA
Technical review of all ICT project proposals for value
>= S$2M and tender specifications for value >= S$500K
Meets weekly
RC* = Steering Committee
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ICT Communication Forums
Public Sector ICT Forum
 half-yearly event
 Deputy Secretaries and CEOs of all Ministries,
Statutory Boards and Heads of Organs of State
 Discuss ICT policy matters
• Public Sector ICT Seminar
 quarterly event
 IT Directors and Managers
 update on ICT policies, technology development and
projects
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Recognition
Accenture
 “… the five leaders in eGovt: US, Singapore, Australia,
Canada and France” (2000)
 Leading e-Government, after Canada (2001)
Business Week
 Singapore Government in Web Smart Top 50 (2000)
CAPAM International Innovation Award
 eCitizen won bronze award, out of 120 submissions from
15 countries (2000)
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Gracias
Thank You
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