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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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www.ida.gov.sg
Confidential
© 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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© IDA Singapore 2000
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
www.ida.gov.sg
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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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© IDA Singapore 2000
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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© IDA Singapore 2000
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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© IDA Singapore 2000