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InspireLead
Transform
© 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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© 2009 NUS. All rights reserved. Slide 2 of 26
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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© 2009 NUS. All rights reserved. Slide 3 of 26
About Singapore, IDA and eGL
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© 2009 NUS. All rights reserved. Slide 4 of 26
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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© 2009 NUS. All rights reserved. Slide 5 of 26
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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© 2009 NUS. All rights reserved. Slide 6 of 26
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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© 2009 NUS. All rights reserved. Slide 7 of 26
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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© 2009 NUS. All rights reserved. Slide 8 of 26
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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© 2009 NUS. All rights reserved. Slide 9 of 26
Singapore’s Journey of Reinventing Government through strategic use of infocomm
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© 2009 NUS. All rights reserved. Slide 10 of 26
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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© 2009 NUS. All rights reserved. Slide 11 of 26
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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© 2009 NUS. All rights reserved. Slide 12 of 26
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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© 2009 NUS. All rights reserved. Slide 13 of 26
… and becoming an integrated Government
iGov2010 (2006 – 2010)
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© 2009 NUS. All rights reserved. Slide 14 of 26
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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© 2009 NUS. All rights reserved. Slide 15 of 26
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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© 2009 NUS. All rights reserved. Slide 16 of 26
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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© 2009 NUS. All rights reserved. Slide 17 of 26
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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© 2009 NUS. All rights reserved. Slide 18 of 26
Future Issues & ChallengesSingapore Y Gen Quantitative Study
Key Learning Points
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© 2009 NUS. All rights reserved. Slide 19 of 26
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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© 2009 NUS. All rights reserved. Slide 20 of 26
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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© 2009 NUS. All rights reserved. Slide 21 of 30
■ 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
Source: Singapore Y Generation Quantitative Study
How do you rate your govt’sonline service on a scale of1 to 5 (1=poor, 5=excellent)?
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© 2009 NUS. All rights reserved. Slide 22 of 26
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?
Source: Singapore Y Generation Quantitative Study
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© 2009 NUS. All rights reserved. Slide 23 of 26
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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© 2009 NUS. All rights reserved. Slide 24 of 26
“…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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© 2009 NUS. All rights reserved. Slide 25 of 26
New Media Platforms @ A Glance
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© 2009 NUS. All rights reserved. Slide 26 of 26
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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© 2009 NUS. All rights reserved. Slide 27 of 26
Survey Respondents’ Age & Profile
27
n=2,202
367
1026
Source: Singapore Y Generation Quantitative Study
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© 2009 NUS. All rights reserved. Slide 28 of 26
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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© 2009 NUS. All rights reserved. Slide 29 of 26
9 in 10 Y-Gens turns to the Net for Info
What is your primary activity while online?
Source: Singapore Y Generation Quantitative Study
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© 2009 NUS. All rights reserved. Slide 30 of 26
.. and regularly add/change content online
Which of the following tools do you use at least once a week?
Source: Singapore Y Generation Quantitative Study
Which of these do you regularly add to or change online? – Response from Y Gen
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© 2009 NUS. All rights reserved. Slide 31 of 26
Speed of service is the primary benefit of eGov services
What are the main benefits of online service delivery?
Source: Singapore Y Generation Quantitative Study