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Singapore’s e-Government Journey and Experience
Presented by: Lim Hooi Linge-Government Leadership CentreInstitute of Systems Science
30 September 2008
© 2008 NUS. The contents contained in this document may not be reproduced in any form or by any means, without the written permission of ISS, NUS, other than for the purpose for which it has been supplied.
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Presentation Outline
■ An Introduction
■ Singapore’s National Infocomm & e-Government Plans
■ e-Government Case Studies
■ Achievements
■ Key Learning Points
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1 An Introduction
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About Singapore
■ Land Area : 704 sq km
■ Population : 4.59 m (3.583 m residents)
■ GDP : $243 billion (US$174 billion)
■ GDP Per Capita : $52,994 (US$37,850)
■ Literacy Rate : 95.4%
■ Labour Force : 2.732 m
■ Government Agencies : 15 Ministries, 66 Statutory Boards
■ Public Sector Officers : 126,000
(Source : Singapore Department of Statistics http://www.singstat.gov.sg/ dated Feb 2008)
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About eGL
VisionA world-class leader in e-Government education, consulting and research
MissionInnovate and transform through e-Government education and consulting
Key Objectives■ To provide public sector e-Government leadership education
■ To conduct research and provide thought leadership on the use of ICT for the development and implementation of public policies; and
■ To provide advisory services on e-Government, ICT governance and ICT management for the public and public-related services
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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 in the Institute of Systems Science
■ 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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Institute of Systems Science
■ Institute under the National University of Singapore established in 1981 dedicated to ICT knowledge transfer and ICT manpower development
■ Education programmes: Master’s degree, graduate diploma, professional short courses and seminars
■ Benefited over 50,000 ICT professionals and management executives in strategic ICT management, knowledge management, ICT project management, software technologies and engineering best practices
■ Research and consulting services, above and beyond training
ISS has been collaborating with the Ministry of Foreign Affairs (MFA) for more than 10 years in delivering ICT training to more than 1,000 foreign delegates from more than 112 countries
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■ Statutory board under Ministry of Information, Communications and The Arts (MICA)
■ Single agency responsible for planning, policy, regulation and industry development of IT and telecoms sectors
■ Formed on 1 Dec 1999, merger of National Computer Board
Telecommunications Authority of Singapore
About Infocomm Development Authority of Singapore (IDA)
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2 Singapore National Infocomm & e-Government Plans
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Singapore’s Infocomm Journey
2006 - 2015
Intelligent Nation
… Creation
2003 - 2006
Connected Singapore
… Connectedness… Convergence
Infocomm 21
2000 - 2003
1992 - 1999
… Connectivityand Content
IT2000
… Communications
1986 - 1991
National IT Plan
Singapore National IT Plan 1986
Computerisation
National Computerisation Plan
1981 - 1985
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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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Long History of Building Foundation…
■ Before 19803 ministries with computers
Just over 100 terminalsNo network Infrastructure
Large application backlog
■ How IT started… March 1980 Committee on National Computerisation
Formation of National Computer Board
Government taking the leadCivil Service Computerisation Programme (CSCP)
1981 IBM PC
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Civil Service Computerisation Programme (1980 – 1999)
■ Phase 1 : Improvements to public administration through the effective use of IT
Automating traditional work functionsReducing paperwork and clerical staff
■ Phase 2 : “One-stop, non-stop” services to public and businesses
Data sharing across agencies e.g. People HubExtending government systems to private sector e.g. TradeNet, MediNet, LawNet
■ Phase 3 : Supporting the vision of “Singapore –The Intelligent Island”
Consolidation of systems in a Data CentreCivil service-wide network infrastructure
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e-Government Action Plan I (2000 – 2003)
> Reinventing Government
> Delivering integrated electronic services
> Being proactive and responsive
> Using ICT to build new capabilities & capacities
> Innovating with ICT
5 Thrusts
6 Programmes in e-Govt Strategic Framework
- Knowledge Management
- Infocomm Education
- Electronic Service Delivery
- Robust Infocomm Infra
- Technology Experimentation
- Operational Efficiency
Improvement
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VisionTo be a leading e-Government to better serve the nation in the digital economy.
Delighted Customerse-Services Advantage
Convenient & easy to useTranscends organisational
boundariesRespects privacy
Connected CitizensSupporting Active Citizenry
Citizens as stakeholdersCommunity building
Greater Trust & Confidence
Networked GovernmentUnderlying Foundation
“Many Agencies, One Govt”Agile, Effective & Efficient
Secure & Responsive
e-Government Action Plan II (2003 – 2006)
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iGov2010 (2006-2010)
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From e-Government to iGov
Moving from ‘e’ to ‘i’
Symbolises a shift in focus from the means (electronic) to the outcome (Integrated Government)
Highlights the importance of establishing an Integrated Government - the underlying foundation to serving citizens and customers better
Emphasises the opportunity to move from just integrating services to integrating our processes, systems and information
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Singapore iGov2010 Targets
By 2010, we aim to have at leastBy 2010, we aim to have at least
8 out of 10 users being very satisfied with the quality of e8 out of 10 users being very satisfied with the quality of e--ServicesServices
8 out of 10 users being very satisfied with the level of clari8 out of 10 users being very satisfied with the level of clarity and ty and usefulness of information published online on government polusefulness of information published online on government policies, icies, programmes and initiativesprogrammes and initiatives
9 out of 10 users willing to recommend others to transact with9 out of 10 users willing to recommend others to transact with the the Government through eGovernment through e--ServicesServices
We will also be monitoring :
• Rankings & accolades in internationalbenchmarks or studies
• Savings and benefits to internalgovernment operations and public officers
We will also be monitoring :We will also be monitoring :
•• Rankings & accolades in internationalRankings & accolades in internationalbenchmarks or studiesbenchmarks or studies
•• Savings and benefits to internalSavings and benefits to internalgovernment operations and public officersgovernment operations and public officers
Source: IDA Singapore
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3 e-Government Case Studies
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Government-To-All Singapore Government Online
Under One Roof according to customer segments:
Citizens & Residents
Businesses
Non-Residents
Government
www.gov.sg
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Government-To-Citizen (G2C) eCitizen
First launched in May 1999
100% of feasible e-services already online
Single identification & password ( )
90% of those who transacted with Govt did so at least once electronically
90% satisfied with the overall quality of e-servicesMost popular winner in Hitwise’s 2005 & 2006
'Government – National’ category
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Government-To-Citizen (G2C) 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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Government-To-Business (G2B)Online Business Licensing Service
ConvenienceOne-stop licence applicationSingle integrated form for multiple licences, to multiple agenciesImmediate, automated status update via sms/email
Streamline processesUp to 90% reduction in processing time Up to 50% reduction in data entry10% reduction in number of licences
1. Awarded UN Public Service Award 2005
2. Recognized as a Laureate by IDG Computerworld Honors Program 2007
Accolades:
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4 Achievements
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Benefits to Citizens
No. of counter visits = 0
Cost = $30-60 (US$18-36) each for seller and buyer
Processing Time = 2 days
No. of counter visits = 1
Cost = $50-80 (US$30-48) each for seller and buyer
Processing Time = 3 days
Submitting application for a resale apartment
No. of counter visits: 0No. of counter visits: 1Renew Road Tax
No. of counter visits: 1No. of counter visits: 2Marriage Registration
OnlineOver The CounterGovernment Service
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Benefits to Businesses
Time required: 2 weeksTime required: 2 monthsObtaining an entertainment license
• < 1 min• 25% Productivity Increase• 50% Cost reduction• 1 document
• At least 3 working days to clear
• 3 – 30 documents
Trade Clearance
Savings of S$450 (US$270) by submitting online
Manual dispatching of documents to 12 agencies
Submitting building plans
S$300 (US$180) (flat fee)Time required: 15 minutes
S$1,200 to S$35,000 (US$720 – US$21,000)(depending on company size)Time required : 5 days
Incorporating a new company
OnlineOver The CounterGovernment Service
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Singapore’s Infocomm Industry & Adoption of ICT
■ 122.5% (Dec 2007)
■ 105.4% (Dec 2006)
■ May 2008■ 132.5%Mobile Penetration
■ 0.89 million (Dec 2006)■ May 2008■ 2.06 million3G Subscription
■ 77.1% (Dec 2007)
■ 61.1% (Dec 2006)
■ May 2008■ 83.9%Household Broadband Penetration
■ 2007
■ 2007
■ 2007
Year
■ 78% (2006)■ 79%Household PC Penetration
■ 119,700 (2006)■ 130,400Manpower
■ S$45.4 billion (2006)■ S$51.68 billionIndustry Revenue
Previous YearsLatest Figure
Source: IDA Singapore
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International Recognition
Accenture e-Government Report– Ranked 1st in 2007 – Consistently ranked amongst top 3 e-Governments (2000-2005)
e-Government Study by Brown University– Second (2007,2005,2004)– Third (2006)
WEF’s Networked Readiness Index
– Topped the e-Government indices five years in a row (2002-2006)
UN’s 2005 e-Government Readiness Report– 7th for e-Government Readiness– 2nd for e-Government Participation
Award-winning e-Government Solutions– UN Public Service Award (2005, 2006, 2007)– Intelligent Enterprise Asia Awards (2004)– Stockholm Challenge Award (2002, 2004)
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5 Key Learning Points
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Key Learning Points
■ Clear Long-Term Vision and Goals
■ Effective Leadership and Governance
■ Partnership with ICT Industry, private and peoplesectors, each with a clearly defined role
■ Customer-Centric e-Service Delivery
■ Holistic and Integrated Approach
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In summary.. The Singapore Experience
• Technology is an enabler in economic and social development
• Government plays a leading role
• Planning and implementation require – “whole-of-government/nation” approach – leadership and commitment at the very highest, and
at every level– conviction, passion, tenacity
• Strong partnerships with the ICT industry, private and people sectors are essential to success
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Thank you
www.egl.sgwww.iss.nus.edu.sg
www.infocommsingapore.sg
Singapore : An Intelligent Nation, A Global City, powered by Infocomm