confidential © ida singapore 2000 1 e-government and electronic services delivery by: yeen loo foo...
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Confidential© IDA Singapore 2000
www.ida.gov.sg
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E-Governmentand
Electronic Services Delivery
by:Yeen Loo Foo (Ms)
Executive IT ConsultantInfocomm Development Authority
of Singapore
11 Sept 2001
Confidential© IDA Singapore 2000
www.ida.gov.sg
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www.ida.gov.sg
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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 ?
Confidential© IDA Singapore 2000
www.ida.gov.sg
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
Confidential© IDA Singapore 2000
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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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www.ida.gov.sg
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)