Singapore s e-government Journey and Experience

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1 Singapore s e-government Journey and Experience Presented by: Lim Hooi Ling e-government ership Centre Institute of Systems Science 30 September 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 NUS. All rights reserved. Slide 1 of 32 Presentation Outline An Introduction Singapore s National Infocomm & e-government Plans e-government Case Studies Achievements Key Learning Points 2008 NUS. All rights reserved. Slide 2 of 32

2 1 An Introduction 2008 NUS. All rights reserved. Slide 3 of 32 About Singapore Land Area Population GDP GDP Per Capita : 704 sq km : 4.59 m (3.583 m residents) : $243 billion (US$174 billion) : $52,994 (US$37,850) Literacy Rate : 95.4% Labour Force Government Agencies : m : 15 Ministries, 66 Statutory Boards Public Sector Officers : 126,000 (Source : Singapore Department of Statistics dated Feb 2008) 2008 NUS. All rights reserved. Slide 4 of 32

3 About egl Vision A world-class leader in e-government education, consulting and research Mission Innovate 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 2008 NUS. All rights reserved. Slide 5 of 32 About egl Stakeholders of egl Singapore s regulator and promoter of the ICT industry CIO to Singapore Government website: Institute under the National University of Singapore specializing in broad-based advanced professional education in Information Technology website: 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: 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 ership website: NUS. All rights reserved. Slide 6 of 32

4 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 2008 NUS. All rights reserved. Slide 7 of 32 About Infocomm Development Authority of Singapore (IDA) 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 2008 NUS. All rights reserved. Slide 8 of 32

5 2 Singapore National Infocomm & e-government Plans 2008 NUS. All rights reserved. Slide 9 of 32 Singapore s Infocomm Journey Singapore National IT Plan 1986 Infocomm 21 Connected Singapore IT2000 Connectedness National IT Convergence Plan Connectivity and Content Communications Computerisation National Computerisation Plan Intelligent Nation Creation 2008 NUS. All rights reserved. Slide 10 of 32

6 Six National Strategic ICT Plans Leveraging Infocomm for Innovation, Integration and Internationalisation Unleashing potential of Infocomm to create new values, realise possibilities & enrich lives Developing Singapore as global Infocomm Capital, e-economy and e-society ing Singapore into an Intelligent Island Extending government systems to private sector e.g. TradeNet, MediNet, LawNet Civil Service Computerisation Programme Developing IT industry & IT manpower 2008 NUS. All rights reserved. Slide 11 of 32 Long History of Building Foundation Before ministries with computers Just over 100 terminals No network Infrastructure Large application backlog How IT started March 1980 Committee on National Computerisation Formation of National Computer Board Government taking the lead Civil Service Computerisation Programme (CSCP) 1981 IBM PC 2008 NUS. All rights reserved. Slide 12 of 32

7 Civil Service Computerisation Programme ( ) Phase 1 : Improvements to public administration through the effective use of IT Automating traditional work functions Reducing paperwork and clerical staff Phase 2 : One-stop, non-stop services to public and businesses Data sharing across agencies e.g. People Hub Extending 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 Centre Civil service-wide network infrastructure 2008 NUS. All rights reserved. Slide 13 of 32 e-government Action Plan I ( ) 5 Thrusts 6 Programmes in e-govt Strategic Framework > Reinventing Government > Delivering integrated electronic services > Being proactive and responsive > Using ICT to build new capabilities & capacities > Innovating with ICT - Infocomm Education - Knowledge Management -Robust Infocomm Infra -Operational Efficiency Improvement - Technology Experimentation - Electronic Service Delivery 2008 NUS. All rights reserved. Slide 14 of 32

8 e-government Action Plan II ( ) Vision To be a leading e-government to better serve the nation in the digital economy. Delighted Customers e-services Advantage Convenient & easy to use Transcends organisational boundaries Respects privacy Connected Citizens Supporting Active Citizenry Citizens as stakeholders Community building Greater Trust & Confidence Networked Government Underlying Foundation Many Agencies, One Govt Agile, Effective & Efficient Secure & Responsive 2008 NUS. All rights reserved. Slide 15 of 32 igov2010 ( ) 2008 NUS. All rights reserved. Slide 16 of 32

9 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 2008 NUS. All rights reserved. Slide 17 of 32 Singapore igov2010 Targets By 2010, we aim to have at least 8 out of 10 users being very satisfied with the quality of e-servicese 8 out of 10 users being very satisfied with the level of clarity and usefulness of information published online on government policies, programmes and initiatives 9 out of 10 users willing to recommend others to transact with the Government through e-servicese We We will will also also be be monitoring monitoring : : Rankings Rankings & accolades accolades in in international international benchmarks benchmarks or or studies studies Savings Savings and and benefits benefits to to internal internal government government operations operations and and public public officers officers Source: IDA Singapore 2008 NUS. All rights reserved. Slide 18 of 32

10 3 e-government Case Studies 2008 NUS. All rights reserved. Slide 19 of 32 Government-To-All Singapore Government Online Under One Roof according to customer segments: Citizens & Residents Businesses Non-Residents Government 2008 NUS. All rights reserved. Slide 20 of 32

11 Government-To-Citizen (G2C) ecitizen Most popular winner in Hitwise s 2005 & 2006 'Government National category First launched in May % 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- services 2008 NUS. All rights reserved. Slide 21 of 32 Government-To-Citizen (G2C) REACH Portal REACH - Reaching Everyone for Active 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 2008 NUS. All rights reserved. Slide 22 of 32

12 Government-To-Business (G2B) Online Business Licensing Service Convenience One-stop licence application Single integrated form for multiple licences, to multiple agencies Immediate, automated status update via sms/ Accolades: 1. Awarded UN Public Service Award Recognized as a Laureate by IDG Computerworld Honors Program 2007 Streamline processes Up to 90% reduction in processing time Up to 50% reduction in data entry 10% reduction in number of licences 2008 NUS. All rights reserved. Slide 23 of 32 4 Achievements 2008 NUS. All rights reserved. Slide 24 of 32

13 Benefits to Citizens Government Service Marriage Registration Renew Road Tax Submitting application for a resale apartment Over The Counter No. of counter visits: 2 No. of counter visits: 1 No. of counter visits = 1 Cost = $50-80 (US$30-48) each for seller and buyer Online No. of counter visits: 1 No. of counter visits: 0 No. of counter visits = 0 Cost = $30-60 (US$18-36) each for seller and buyer Processing Time = 3 days Processing Time = 2 days 2008 NUS. All rights reserved. Slide 25 of 32 Benefits to Businesses Government Service Incorporating a new company Submitting building plans Obtaining an entertainment license Trade Clearance Over The Counter S$1,200 to S$35,000 (US$720 US$21,000) (depending on company size) Time required : 5 days Manual dispatching of documents to 12 agencies Time required: 2 months At least 3 working days to clear 3 30 documents Online S$300 (US$180) (flat fee) Time required: 15 minutes Savings of S$450 (US$270) by submitting online Time required: 2 weeks < 1 min 25% Productivity Increase 50% Cost reduction 1 document 2008 NUS. All rights reserved. Slide 26 of 32

14 Singapore s Infocomm Industry & Adoption of ICT Latest Figure Year Previous Years Industry Revenue S$51.68 billion 2007 S$45.4 billion (2006) Manpower 130, ,700 (2006) Household PC Penetration 79% % (2006) Household Broadband Penetration 83.9% May % (Dec 2007) 61.1% (Dec 2006) Mobile Penetration 132.5% May % (Dec 2007) 105.4% (Dec 2006) 3G Subscription 2.06 million May million (Dec 2006) Source: IDA Singapore 2008 NUS. All rights reserved. Slide 27 of 32 International Recognition Accenture e-government Report Ranked 1st in 2007 Consistently ranked amongst top 3 e-governments ( ) 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 ( ) 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) 2008 NUS. All rights reserved. Slide 28 of 32

15 5 Key Learning Points 2008 NUS. All rights reserved. Slide 29 of 32 Key Learning Points Clear Long-Term Vision and Goals Effective ership and Governance Partnership with ICT Industry, private and people sectors, each with a clearly defined role Customer-Centric e-service Delivery Holistic and Integrated Approach 2008 NUS. All rights reserved. Slide 30 of 32

16 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 2008 NUS. All rights reserved. Slide 31 of 32 Thank you Singapore : An Intelligent Nation, A Global City, powered by Infocomm 2008 NUS. All rights reserved. Slide 32 of 32

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