Future of eGovernment: From eGovernment to iGovernment

© 2009. IDA International. All rights reserved. Strictly Confidential.© 2009. IDA International. All rights reserved. Strictly Confidential.

Future of eGovernment:From eGovernment to iGovernment

Seah Chin Siong

CEO, IDA International

21 December 2009

© 2009. IDA International. All rights reserved. 2

eGovernment Journey Snapshot

• Civil Service Computerisation Programme

1981 - 1999

• Work automation and computerisation

• Data sharing

• Paper elimination

• Efficiency-focused

• e-Government

• Services online

• Transformation of services delivery

• Service-focused

• Shifting from “e” to “i”

• From “means” to “outcomes”

• No wrong door policy

• Outcome-focused


Moving from eGovernment to iGovernment

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


eGovernment Successes and Challenges

Rising Customer Expectati

ons

Competitive Global Environm

ent

Online Medium

Becoming a Medium of Choice

Need To Do More

With Less

Need to provide even better service through more proactive, user- friendly, responsive and integrated eServices

Need to reach out to those who prefer to communicate via eChannels.

Need to seek new ways to achieve greater efficiency and improved effectiveness

Need to leverage fully on infocomm to establish a conducive environment for business


Delight Customers and Connect Citizens by improving our services and enhancing relationships with our customers and citizens

Enhance strategic advantage of the nation through partnerships with the industry

Achieve greater synergy and efficiency by transforming processes within Government

Enrich work experience of public officers through innovative exploitation of infocomm

Integrated Government to …


www.gov.sg

Under One Roof according

to customer segments:• Government • Citizens & Residents • Businesses • Non-Residents

Singapore Government OnlineMany agencies, one government


Delivering Value to Citizens

1600 e-services (98% of all e-feasible) • From comfort of home• At the click of mouse• Satisfaction survey shows 88% of

users were satisfied

300 e-services on mobile phone• 133% mobile penetration rate• 3000 transactions/mth (end 2006)• > 450,000 transactions/mth (mid-

2009)

• Information pre-populated in almost every field

• CLICK! to confirm information is correct

• No-Filing Service - One of world’s first

E-Filing Income Tax

E-file tax returnView Payment PlanCheck Filing Status


Government-to-Citizen (G2C)

• Citizens can subscribe to receive personalised alerts

• (SMS / email) e.g. library books due, road tax renewal

• Citizens can personalise their home page of government eServices and related private sector services


Government-to-Businesses (G2B)

EnterpriseOne SingaporeConvenience • One-stop licence application • Single integrated form for

multiple licences, to multiple agencies

• Immediate, automated status update via sms/email

Streamline processes • Up to 90% reduction in

processing time • Up to 50% reduction in data

entry • 10% reduction in number of

licences Awarded UN Public

Service Award 2005

Awarded UN Public Service Award 2005


Central Initiatives under mGovernment

• 135.5% mobile penetration rate as at Oct 2009 (6,745,800 subscribers)

• Mobile Government is part of the iGov2010 masterplan vision launched in May 2006, to provide greater convenience and to deliver new and innovative services which were not possible with counter or via internet

• One SMS infrastructure, Shared Mobile Number Repository and Mobile Authentication

• More than 300 m-services delivered• >450,000 transactions/month (mid-2009)• List of e-Services on m-Gov

http://www.ecitizen.gov.sg/mobile/

Award:

Worlds’ Top 20 “Innovations in Transforming Government” award by Harvard University and IBM (Aug 07)

http://www.igov.gov.sg/Strategic_Plans/iGov_2010/




Examples of mGovernment Services• MyeCitizen SMS alerts:

• CPF account alerts and notifications • Passport Renewal • Road Tax Renewal• TV (Household) and Vehicle Radio

Licence• URA Parking Offences and Season

Parking • Exhibition of Registers of Electors • Latest Electroal Division/constituency • Need to Vote (available during GE only)

• Check on latest traffic conditions • Local Weather and PSI Information • Library Reminder and Notification

Services • Students can receive their examination

results • Businesses can alerts on their business

licence transaction status• National Servicemen can notify Ministry of

Defence (MINDEF) of overseas trips and booking of IPPT


Key Learnings from eGovernment Experience• ICT is a strategic enabler in economic

development and Government plays a leading role in the exploitation of ICT

• eGovernment is about leveraging ICT to deliver value to its customers and citizens

• Planning & implementation of eGovernment require

a “whole-of-government” mindset and therefore the need for iGovernment

• Strong partnerships with the ICT industry, private and people sectors are essential to success

© 2009. IDA International. All rights reserved. Strictly Confidential.© 2009. IDA International. All rights reserved. Strictly Confidential.

Future of eGovernment:From eGovernment to iGovernment

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Future of eGovernment: From eGovernment to iGovernment