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E-Governmentand

Electronic Services Delivery

by:Yeen Loo Foo (Ms)

Executive IT ConsultantInfocomm Development Authority

of Singapore

11 Sept 2001

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Singapore

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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.

What is e-Government?

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e-Government

To be a leading e-Government

to better serve the nation

in the Digital Economy

VISION

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e-Government Action Plan

Launched in June 2000US $1 billion over 3 yrs6 strategic programmes

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6 Strategic Programmes

Operational Efficiency Improvement

Adaptive & Robust Infocomm Infrastructure

Knowledge-Based Workplace

Technology Experimentation

Electronic Service Delivery

Infocomm Education

G2C

G2B

G2E

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FOCUS

• Government and CitizensCitizens (G2C)

• Government and BusinessesBusinesses (G2B)

• Government and EmployeesEmployees (G2E)

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Service-wide Infrastructure projectsAnytime, anywhere access Emphasis on:

economies of scale scalability robustness cost-efficiency

Adaptive & Robust Infocomm Infrastructure

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Identify and invest in new systemsReview relevance & usefulness of

current processesStreamline for new capabilities

Operational Efficiency Improvement

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Target all levels of the public sector

(leaders, middle mgmt, workers) ICT literacy, skills, increase

capacity to translate possibilities

to realitiesFacilitate the participation of govt

officers in process of “re-inventing

government”

Infocomm Education

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Culture of continuous learningActive and collaborative learningKnowledge-sharing -> effective

workers

Knowledge-Based Workplace

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Pioneer/Pilot initiatives – “first-of-its-

kind”Experiment, innovate, exploit

technologies Start small to deliver value quicklyScale up fast once pilot successfulBetter understanding of new

capabilities technologies can offer

Technology Experimentation

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Electronic Services Delivery

Planning & DesignCustomer CarePromotions & CommunicationsAccess

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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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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

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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

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Planning & Design: Presentation

easy to use consistent navigation branding easy on graphics

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Electronic Services Delivery

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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

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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

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Access: Bridging the digital divide Convenient access -> hand-holding eg. libraries, community centres etc.

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Electronic Services Delivery

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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 ?

towards Depth and Maturity

Publish Interact Transact

45.3% 37.2% 17.5%

Present:

Working

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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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Public Sector ICT Forumhalf-yearly event Deputy Secretaries and CEOs of all Ministries, Statutory Boards and Heads of Organs of State

Discuss ICT policy matters

•Public Sector ICT Seminarquarterly event IT Directors and Managers update on ICT policies, technology development and projects

ICT Communication Forums

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RecognitionAccenture

“… the five leaders in eGovt: US, Singapore, Australia, Canada and France” (2000)

Leading e-Government, after Canada (2001)

Business WeekSingapore Government in Web Smart Top 50 (2000)

CAPAM International Innovation AwardeCitizen won bronze award, out of 120 submissions from 15 countries (2000)

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GraciasThank You