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eGov Masterplans

Vision & Strategic Thrusts

e-Government Action Plan II (2003-2006)
Delighting Customers, Connecting Citizens


To be a leading e-Government that can better serve the nation in the evolving digital economy

Serving our people better has always been the core of the e-Government initiative. Riding on the strong foundation of the first e-Government Action Plan, the focus of the second e-Government Action Plan II (eGAP II) was to transform the Public Service into a Networked Government that delivers accessible, integrated and value-added e-services to our customers, and help bring citizens closer together.

The second e-Government Action Plan will achieve three distinct outcomes:

  1. Delighted Customers
  2. Connected Citizens
  3. Networked Government


Strategic Thrusts

Delighted Customers
Connected Citizens
Networked Government

Delighted Customers

Whether it is individuals or business users, they are all our customers and we seek to delight them with convenient, intuitive and easy-to-use e-services.

Today, all key government services suited for electronic delivery are already implemented,from information publication to interactive, fully transactional and integrated e-services. By 2006, we aim to:

  • Implement 12 more cross-agency integrated e-services;
  • Have 90% of the Government's customers use e-services at least once a year; and
  • Achieve 90% user satisfaction with the overall quality of e-services.

Increasing Awareness of e-Services and Convenient Access for All

To make it easier for the various customer groups (citizens, residents, businesses and non-residents) to access these services, all Government information and services are brought together under one portal. The Singapore Government Online portal, launched in October 2004, is now positioned as the Internet gateway to all government information and e-services.

Anyone who wants to transact online with the Singapore Government will be able to do so from this one single portal. Those without the means to do so can go to public libraries and community centres to get online. Those who need help using government services can approach the eCitizen Helper Service, which is available island-wide, identifiable by the friendly green computer mascot.

In addition, by April 2005, all government agencies will provide self-service terminals at their premises for customers to access information and e-services without having to queue and wait. Public officers will also be around to guide customers so that they are able to transact on their own in future.

For the business community, there are initiatives to help enterprises overcome the barriers to e-service adoption. The Business CARE programme, introduced in November 2004, bundles computers with internet access at affordable prices, and even provides government e-services training to kick-start their e-journey.

For the more sophisticated customers, personalisation via My.eCitizen allows customers to subscribe to desired services and receive SMS or e-mail alerts. Services include reminders to return library books, to renew road tax or to bring their domestic maid for the regular medical check-up. In addition, My.eCitizen also allows customisation of frequently accessed e-services on the personalised homepage.

Improving the e-Service Experience

The Singapore Government is committed to provide and transform our e-services to cater to the needs of our customers. To understand the different demands and evolving needs of individuals and businesses, we continue to engage and consult our customers through a variety of channels, including focus group discussions, public surveys and advisory panels.

A set of Web Interface Standard (WIS) defining the standards for designing government websites was established in August 2004. It aims to facilitate ease of navigation and consistent experience by standardising key features, naming conventions and the basic layout of websites by 2007. The WIS balances the need for basic standardisation yet gives agencies the flexibility to retain their unique identity to meet the needs of their specific customers.

e-Service Maturity Diagram

Connected Citizens

Citizens are stakeholders of Singapore. They can and have to play a more active role in shaping the shared future of our country. In his inaugural National Day Rally speech in August 2004, Prime Minister Lee Hsien Loong laid out his vision:

"We should have an open society which is welcoming of talent, which welcomes diverse views, is yet cohesive and has a sense of common purpose. And we should be a community where every citizen counts, where everyone can develop his human potential to the full and everyone participates in building and repairing and upgrading this shared home which is Singapore."

This vision propels us to further seek new ways to encourage the active involvement of Singaporeans in the re-making of our nation and the bonding of our communities. To meet this challenge, we will exploit ICT to:

  • Explain public policies and their rationale online;
  • Provide another channel for public feedback on policy formulation and review; and
  • Encourage active citizen participation via community building activities.

Engaging Citizens Through Active Consultation & Virtual Communities

Whether they live here or overseas, Singaporeans can participate in the policy formulation and review process through the use of technology. For those who wish to volunteer in community services, a centralised portal providing electronic matching and information on community services is also available. Internet-enabling and mobile technologies will be used to form new virtual communities, as well as to support existing ones.

Networked Government

In order to serve the public competently and effectively, ICT is used as a key enabler in transcending organisational boundaries in the efforts to collaborate, share information and leverage the collective knowledge to deliver value-added, integrated and responsive services to our customers.

Transcending Organisational Boundaries

In order to effectively meet this challenge, the Singapore Government is taking active steps towards creating a knowledge enterprise whereby collective knowledge is optimally harnessed to offer greater value to customers and raise service standards. To safeguard our customers' privacy, we have instituted government-wide policies and guidelines that are on par with private sector best practices.

The Government continues to work collectively to ensure ICT investments generate the best possible benefits. To achieve this goal, we are further enhancing service-wide ICT management and governance capabilities. We will also leverage common architectures and infrastructures to promote cross-agency collaboration, so as to optimise resource allocation.

In a world of increasing security risks, we are adopting an integrated, proactive and preventive approach towards enhancing the Government's overall ICT security preparedness for any contingency.