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eGov Masterplans

Vision & Strategic Thrusts

iGov2010 Masterplan (2006-2010)
From Integrating Services to Integrating Government


Vision

To be an Integrated Government (iGov) that delights customers and connects citizens through the use of infocomm technology (ICT).

To achieve an iGov, we have to hasten the reworking of backend processes that cut across agencies to strengthen customer-centricity in service delivery. Our next step will be shifting the focus from front-end to backend integration, and to advance from integrating services to integrating Government.

In 2010, we envision a Government that operates as one, across organisational boundaries, to reap synergies and exploit new opportunities in all aspects, whether it is providing information that engages citizens, or being intelligent and interactive in fully understanding customers' needs to deliver quality services that delight them.

By 2010, we aim to have:

  • 8 out of 10 users who are very satisfied with the overall quality of e-services;
  • 9 out of 10 users who would recommend others to transact with the Government through e-services; and
  • 8 out of 10 users who are very satisfied with the level of clarity and usefulness of information published online on Government policies, programmes and initiatives.

 

 

 

Strategic Thrusts
 

Increasing Reach and Richness of e-Services
Increasing Citizens' Mindshare in e-Engagement
Enhancing Capacity & Synergy in Government
Enhancing National Competitive Advantage

Increasing Reach and Richness of e-Services

As of 2006, a total of about 1,600 services that could be delivered electronically are already available online. Based on the 2006 e-Government Customer Perception Survey, 86% of customers who needed to transact with the Government in the past 12 months had done so electronically at least once. Out of which, 85% have expressed satisfaction with the overall quality of e-services delivered.

As new technologies continue to drive customers' demand for more sophisticated e-services, we need to be constantly looking for new ways to improve the quality and richness of our e-services to suit the impending needs and convenience of our customers. In addition, we will continue in our efforts to increase the reach of our e-services, so that even more people can benefit from them.

Improving Richness of e-Services

One of the key strategies to improve e-service offerings is to develop insights into customers' needs and preferences, and to enhance the quality of e-services. Acquiring a deeper understanding of our customers will allow us to anticipate their needs and deliver proactive and responsive e-services to them through their preferred electronic channels.

The other strategy is to integrate processes and services across organisational boundaries, including those of private sector entities, with the aim of minimising the number of interactions between customers and Government in completing their transactions.

Extending the Reach of e-Services

Anyone who wishes to transact online with the Government needs to be provided with easy and convenient access to do just that, regardless of whether he or she has the means to do so. CitizenConnect and BizHelper are initiatives that are aimed at achieving these targets. Citizens without access to the Internet can use facilities at CitizenConnect Centres in their neighbourhood Community Clubs for free to transact with the Government. Dedicated service staff will also be at hand to assist citizens and customers in using these e-services. Similar helper services are also available for business owners for a nominal fee at privately-run BizHelper Centres.

We will also take advantage of our 100.8% mobile phone penetration rate to extend the reach of e-services to our customers. This will be particularly attractive to those professionals who are constantly on the move, since the mobile channel will undoubtedly be the most ideal touch point for transacting with the Government. For example, the mPAL service created by the Central Provident Fund Board, allows employers of fewer than 10 employees to submit their CPF contribution details in just three easy steps using a mobile phone.

In the future, Government mobile services will adopt only one SMS number. There will also be a standardised SMS message format to simplify the transaction process. This will provide citizens and customers with an easy and hassle-free way of transacting with the Government while on the move.

Increasing Citizen's Mindshare in e-Engagement

Under the e-Government Action Plan II, ICT had enabled citizens located here and overseas to stay connected and engaged with Singapore. Accessing public information, participating in public policy consultations and providing feedback to the Government can now all be done online with ease, that is:

  • All public policies are published and explained online
  • All public policy consultations are available online and citizens can provide feedback to the public policies electronically
Our iGov2010 efforts will continue to support existing non-electronic service delivery initiatives and take the Government-citizen relationship to the next level, one where citizens are actively engaged in the policy-making process.

To achieve these aims, online information needs to be clear and useful, and presented in a vibrant and interesting manner. The Singapore Government Online Portal www.gov.sg – the gateway to all Government information and e-services - will have an improved look-and-feel, enhanced content search capabilities and clearer presentation of information on Government policies and services. For example, illustrations and bite-size video snippets could be used to bring across messages in a more vivid manner. In addition, the effectiveness and appeal of online Government channels need to be enhanced to attract citizens to participate in online exchanges with and provide feedback to the Government.

Besides engaging citizens in policy-making and reviews, online channels will also be leveraged to foster greater bonding within different communities such as youths. The Youth Portal, Youth.sg, set up in 25th February 2006, is a first-stop resource portal for community participation, and a virtual space for the involvement of young Singaporeans who want to make a difference to the people around them. Youth.sg offers young Singaporeans with easy access to information on how to start their own community activities, as well as information on initiatives that fellow youths are engaged in.

Enhancing Capacity & Synergy in Government

To continually meet the challenge of increasing productivity without raising cost, we need to improve the capabilities of public agencies and public officers through greater sharing of processes, data, and systems across the Government.

The Singapore Government Enterprise Architecture (SGEA), a blueprint to identify potential business areas for inter-agency collaboration, will lead the way towards greater efficiencies. It will specify data and application standards that will govern the sharing of information and systems across agencies. An outcome of SGEA was the consolidation of common finance and human resource services in the public sector under VITAL.org, the Centre for Shared Services that resulted in greater economies of scale for the public sector.

ICT will also be exploited to transform the way public officers work, and to create solutions that address the common challenges they face. For example, we can leverage mobile technologies to allow officers to work anywhere outside their office and deploy collaborative desktop tools to support work across departments and agencies. By 2010, a service-wide Standard ICT Operating Environment (SOE) will be implemented to derive significant cost-savings while enhancing operational efficiency. This will make it easier to maintain and roll out new applications to all desktops, and establish a stronger corporate identity.

We will also foster an environment that encourages innovative use of ICT and continue to invest in innovative application of new technologies to reap the full benefits of ICT.

Enhancing National Competitive Advantage

We will leverage iGov efforts to provide a strategic competitive advantage for Singapore. This can be achieved at the industry, national and international levels.
At the industry level, we will facilitate the growth of the private sector through forging partnerships in innovative ICT projects. Public agencies will collaborate with the ICT industry in the co-creation, development and export of iGov solutions. We will also market and promote our very own "Created-by-Singapore" ICT products and services via the release of relevant Intellectual Property Rights and contribution of domain expertise.

At the national level, we will foster a pro-business environment to attract investments to Singapore. This means relevant agencies will be working with industry players on the use of ICT to transform the various economic sectors of Singapore. One good example is TradeXchange, an integrated trade and logistics platform, which facilitates the exchange of commercial and regulatory information throughout the entire trade and logistics value chain. It integrates public services, like customs declarations and the application for permits, together with private sector offerings such as financial services and insurance. This integration of services help simplify the nationwide trade permit declaration system by providing the trade and logistics community with a holistic customer service experience.

On the international front, we will partner like-minded countries in the development of ICT initiatives. For instance, Singapore can leverage on its ICT experience to accelerate the development of cross-border ICT initiatives with neighbouring countries.

Ultimately, all these efforts will strengthen Singapore's national competitive advantage and reputation as a centre of excellence.