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© 2008 NUS. All rights reserved. Slide 1 of 32

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

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Singapore’s e-Government Journey and Experience · Singapore’s e-Government Journey and Experience ... The contents contained in this document may not be reproduced in ... Supporting