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© 2009 NUS. All rights reserved. Slide 1 of 26

Singapore’s e-Government Journey & Experience

Issues and Challenges of Future e-Governance2009 Asia-Pacific e-Governance International Conference

Presented by: Ms Lim Siew Siew Deputy Centre Director,Singapore e-Government Leadership Centre

Sep 2009

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Presentation Outline

■ About Singapore, IDA and eGL

■ Singapore’s Journey of Reinventing Government through strategic use of infocomm

■ Future Issues & ChallengesSingapore Y Gen SurveyKey Learning Points

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About Singapore, IDA and eGL

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About Singapore

■ Land Area : 707 sq km■ Population : 4.84 million (3.64m residents)■ GDP : S$243 billion (US$174 billion)■ GDP Per Capita : S$52,994 (US$37,850) ■ Literacy Rate : 95.7%■ Labour Force : 2.95 million■ Government Agencies : 15 Ministries, 63 Statutory

Boards■ Public Sector Officers : 126,000

(Source : Singapore Department of Statistics http://www.singstat.gov.sg/ dated Jun 2009)

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About Infocomm Development Authority of Singapore (IDA)

■Statutory board under Ministry of Information, Communications and The Arts (MICA)

■ Formed on 1 Dec 1999, merger of National Computer Board Telecommunications Authority of Singapore

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Infocomm

Industry

Developer

Government

CIO

Masterplanning, project-managing, implementing infocomm systems and capabilities for Government

Develop vibrant and competitive IT and

communications industrySpearheading transformation of

key economic sectors, Government and society through more sophisticated and innovative use of infocomm

Corporate Functions

Technology

International Engagement

Infocomm Policy

Infocomm Security

Manpower Development

Infocomm Infrastructure

Singapore: An Intelligent Nation, a Global City, Powered by Infocomm

Sector Transforma-

tion

Architecting Singapore’s ICT roadmap, planning for key infrastructure, manpower

development, security and technological developments

People

Sector

Enrichment

Transforming key people sector clusters & raising the infocomm sophistication of citizens

IDA’s Roles

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About eGL

■ Singapore’s regulator and promoter of the ICT industry

■ CIO to Singapore Government■ website: www.ida.gov.sg

■ Institute under the National University of Singapore specializing in broad-based advanced professional education in Information Technology

■ website: www.iss.nus.edu.sg

■ Graduate school under the National University of Singapore with the mission to educate and train the next generation of Asian policy-makers and leaders

■ website: www.lkyspp.nus.edu.sg

Stakeholders of eGL

■ A provider of quality e-Government education, research and consulting

■ Established on 1 August 2006, as part of Singapore’s iN2015 masterplan to keep Singapore on the cutting edge of e-Government Leadership

■ website: www.egl.sg

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Innovation U Seminar

eGL Research

Project 1: Public Sector Innovation in Singapore e-Government

Aug 2007 Aug 2008 Aug 2009

Survey of 28 Year Journey

CPF Portal Case Study

NS Portal Case Study

LTA Case Study

MOM Case Study

ICA Case StudySLA Case Study

Project 2: Study on Y-Generation

Survey Track Discussion at iGov Global Exchange 09

Inked Collaboration with nGenera Research Syndicate

Project 3: Government Enterprise ArchitectureInked Collaboration with UN Univ.

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Singapore’s Journey of Reinventing Government through strategic use of infocomm

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Six National Strategic ICT Plans

Civil Service Computerisation ProgrammeDeveloping IT industry & IT manpower

Extending government systems to privatesector e.g. TradeNet, MediNet, LawNet

Transforming Singapore into an Intelligent Island

Developing Singapore as global InfocommCapital, e-Economy and e-Society

Unleashing potential of Infocomm to create new values, realise possibilities & enrich lives

Leveraging Infocomm for Innovation, Integration and Internationalisation

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Our journey began with Electronic Public Service Delivery

> Reinventing Government

> Delivering integrated electronic services

> Being proactive and responsive

> Using ICT to build new capabilities & capacities

> Innovating with ICT

5 Thrusts

- Knowledge Management

- Infocomm Education

- Electronic Service Delivery

- Robust Infocomm Infra.

- Technology Experimentation

- Operational Efficiency

Improvement

E-Government Action Plan I (2000 – 2003)

www.gov.sg

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Outcome 1: Delighted Customers

e-Services AdvantageConvenient & easy to use

Transcends organisational boundariesRespects privacy

Outcome 2: Connected Citizens

Supporting Active CitizenryCitizens as stakeholders

Community building Greater Trust & Confidence

Networked GovernmentUnderlying Foundation

“Many Agencies, One Govt”Agile, Effective & Efficient

Secure & Responsive

… and augmented with continual focus on engagement of citizens as stakeholders

E-Government Action Plan II (2003 – 2006)

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… and becoming an integrated Government

iGov2010 (2006 – 2010)

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e-Service Delivery Maturity Framework

PUBLISH .. One way. User receives info online but cannot transact electronically.

INTERACT .. Two way. Online transaction can only be completed offline.

TRANSACT .. Two way. Complete transaction online but one at a time.

INTEGRATE .. Two way. Organisationcomplexity is hidden.

Source: IDA Singapore

Websites

Forms Download

Online transactions

One government many agencies

Websites

Forms Download

Online transactions

One government many agencies

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E-Governance Framework

DESCRIBE .. One way. Publishes public policies.

EXPLAIN.. Two way. Explains objectives and rationale ofpublic policies, and responds to queries and feedback.

CONSULT .. Two way. Seeks views from citizens/stakeholders during policy formulation.

CONNECT.. Two way. Forms network of stakeholders who proactively offer views and suggestions.

Source: IDA Singapore

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What has e-Government achieved for us?

■ Enhanced services to customers (businesses, citizens, residents & non-residents)

Faster, Cheaper, BetterCertainty, Consistency, ConvenienceTransparency

■ Enhanced productivity, efficiency & effectiveness for public sector

■ International recognitionTopped Waseda University’s International e-Govt Ranking Topped World Bank’s “Doing Business 2009” reportRanked 5th in Global Competitiveness Report 2008/2009 by World Economic Forum

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Engaging the Citizens thru’ REACH Portal

• REACH - Reaching Everyone for Active Citizenry @ Home

• Launched in Oct 2006 to engage Singaporeans & and promote active citizenry

• All public policies (100%) are published and explained electronically

• All public consultations are available online and feedback can be provided electronically

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Future Issues & ChallengesSingapore Y Gen Quantitative Study

Key Learning Points

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Singapore’s Gen Y Quantitative Study

• Global multi-country survey of young people born between 1977-1997 to study their expectations of 21st Century Governments

• Contribute Singapore’s data to nGenera study– Online survey posted on Singapore’s various govt agencies’

websites from 1 June – 14 July 2008– Supported by 42 public agencies, including IDA– 2202 responded against target of 1000

• Research Methodology– 28 questions over 6 topics

– Survey strictly voluntary, self-selected basis. Demographics on citizenship, age, gender, education, employment tracked

– No estimates of sampling error

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Findings from the Gen Y Survey

• Majority of Gen Y surfs > 20 hours per week

• 9 in 10 Y-Geners turn to the Net for Info as their primary activity online.

• Speed of service is cited as the main benefit for using govt e-services, over “better” or “cheaper”svs.

52%More than 20 hrs

14%5 to 10 hrs

29%10 to 20 hrs

5%

Source: Singapore Y Generation Quantitative Study

n=1,393

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■ Government services generally satisfy or meet their expectations■ However, 80% of the Y-Generation believes Web 2.0 applications

can improve them (online consultation forums & wikis)

Y-Gen’s Views on e-Government Services


How do you rate your govt’sonline service on a scale of1 to 5 (1=poor, 5=excellent)?

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General privacy, reliability of content and lack of usefulness are the biggest concerns regarding Govt use of Web 2.0 tools

What is your biggest concern when interacting with government online?


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Summary – Implications for e-Govts

• There is much room to improve outreach to e-citizens, esp Gen Y– 81% think that govt services and information should be made available

through Web 2.0 communities and social networks.

• There is even more room to improve design of eGovt service– 88% e-citizens believe govt e-services can be improved with Web 2.0 tools– Putting aside general privacy concerns and potential for identity theft,

e-citizens are concerned with lack of usefulness and reliability of content

– Singapore’s Y-Geners believe they should have a voice in political decisions, with online consultation forums as preferred tool for greater role for citizen participation

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“…The Public Service's Engagement in New Media

And just as public relations professionals in corporations are exploring the potential of new media, the Singapore Government is also actively experimenting with new media in public communications.

Take REACH for example. The public feedback agency uses a wide variety of platforms including face-to-face dialogue sessions, online discussion fora, e-Townhalls, SMS polling, and e-consultation papers toseek the views of Singaporeans on various issues such as the Budget, public transport, community issues, to name a few…”

22 May 2008

Dr Vivian BalakrishnanMinister for Community Development, Youth and Sports7th Annual PR Academy Conference

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New Media Platforms @ A Glance

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Thank you

www.egl.sgwww.ida.gov.sg

www.infocommsingapore.sg

Singapore : An Intelligent Nation, A Global City, powered by Infocomm

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Survey Respondents’ Age & Profile

27

n=2,202

367

1026


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Majority of Gen Y surfs > 20 hours per week

How Many Hours Do You Spend Online Each Week?

Y-GenHow Many Hours Do You Spend Online Each Week?

43%More than 20 hrs

24%10 to 20 hrs

12%< 5 hrs

21%5 to 10 hrs52%

More than 20 hrs

14%5 to 10 hrs

29%10 to 20 hrs

5%

Source: Singapore Y Generation Quantitative Studyn=1,393

n=809

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9 in 10 Y-Gens turns to the Net for Info

What is your primary activity while online?


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.. and regularly add/change content online

Which of the following tools do you use at least once a week?


Which of these do you regularly add to or change online? – Response from Y Gen

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Speed of service is the primary benefit of eGov services

What are the main benefits of online service delivery?


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