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Future of eGovernment: From eGovernment to iGovernment. Seah Chin Siong CEO, IDA International 21 December 2009. eGovernment Journey Snapshot. Work automation and computerisation Data sharing Paper elimination Efficiency-focused. e-Government Services online - PowerPoint PPT Presentation
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© 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
© 2009. IDA International. All rights reserved. 3
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
© 2009. IDA International. All rights reserved. 4
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
© 2009. IDA International. All rights reserved. 5
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 …
© 2009. IDA International. All rights reserved. 6
www.gov.sg
Under One Roof according
to customer segments:• Government • Citizens & Residents • Businesses • Non-Residents
Singapore Government OnlineMany agencies, one government
© 2009. IDA International. All rights reserved. 7
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
© 2009. IDA International. All rights reserved. 8
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
© 2009. IDA International. All rights reserved. 9
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
© 2009. IDA International. All rights reserved. 10
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)
© 2009. IDA International. All rights reserved. 11
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
© 2009. IDA International. All rights reserved. 12
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
Thank You!
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