E-Access Initiatives for Singapore s s e-governmente. Singapore

Transcription

1 E-Access Initiatives for Singapore s s e-governmente Presented by R M Sanjay Deputy Country Director, India Infocomm Development Authority of Singapore 1

2 Session Highlights About Singapore igov2010 Strategies About Singapore Mobile Government Programme About Citizen Connect Programme 2

3 About Singapore 3

4 About Singapore Land : 699 sq km Population : 4.48 million GDP : S$194 billion (US$126 billion) GDP Per Capita: S$44,765 (US$29,155) Literacy : 95% 4

5 igov2010 Strategies 5

6 6 National Strategic Infocomm Plans, 4 Government Infocomm 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 Transforming 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 6

7 Vision of igov2010 To be an Integrated Government (igov) that delights customers and connects citizens through infocomm that delights customers ` and connects citizens Moving from e to i Remind ourselves that not just about using electronic means to deliver integrated services at the front-end more importantly, it is about integrating the government internally, which involves integrating our processes, systems and information Symbolises a shift in focus from the means (electronic) to the outcome (Integrated Government) 7

8 Singapore igov2010 Strategic Framework 8

9 igov Governance Structure igov Committees igov igov Council PS21 PS21 Systems Committee igov igov Advisory Panel Panel Chaired Chaired by by PS(F), PS(F), MOF MOF igov igov Steering Committee ICT ICT Committee Chaired Chaired by by DS(PF), DS(PF), MOF MOF Chaired Chaired by by PS(DD), PS(DD), Mindef Mindef 9

10 About Singapore M-Government Programme 10

11 M-Government Programme Leveraging on the mobile channel to increase the reach and richness of e-services Access timely information and transact on the move 11

12 Why Go Mobile? Singaporeans are mostly IT-savvy, but Still have ~22% of households without PC, ~29% without Internet access* How can the government Reach out to more citizens? Provide better e-services? Increase usage of e-services? *Annual Survey on Infocomm Usage in Households and by Individuals for 2006, IDA, 17 Nov

13 Why Go Mobile? To deliver new and innovative services which were not possible with counter or via internet 101.5% mobile penetration rate as of Dec 2006 (%) Mobile Penetration Rate ( ) 13

14 Our Achievements in m-services m today 150 m-services implemented Stepping up efforts to increase awareness and adoption of m- services Positive feedback Singapore Public Service Exhibition (Nov 06) I ll use it - Mr C Moy Very useful Mr Leng Cool and innovative Civil servant 14

15 m-services in the Pipeline By 2008, we aim to make close to 300 Government services available on your mobile devices Minister Teo Chee Hean, at launch of Public Service Exhibition 2006 More than 200 m-services in pipeline Some examples Subcourts Justice Online 3G to facilitate court hearings Enquiry of CPF nomination status Exit permit application for NSmen Visit Singapore mobile portal Focus is on delivering useful m-services that will bring about significant improvements in service delivery 15

16 Examples of m-services : Type and Go event registration Before Type and Go With Type and Go Fill in Application Form Use SMS to Register Fax / Mail Application Form 15 mins to register for an event About 25 hours of administrative work per event Accenture s 2006 e-govt Leadership Report highlighted Type and Go as an innovative m-service 1 min to register for an event Reduction in administrative work Checking of seats availability for the event. Reduction in no-shows due to reminder alerts 16

17 Examples of m-services : One Motoring It allows motorists to check the road condition on the move (e.g. at the checkpoints) and other useful information such as road tax payable and rebates 17

18 Examples of m-services : Check Social Security (CPF) Account Information Enquire Contribution History Property Investment Medisave for Outpatient Chronic Disease Personalised Messages 18

19 Examples of m-services S2006-IMF World Bank S2006 liaison officers will have mobile access using 3G phone for : Event updates Incident reporting Alerts and Notifications Crime Alerts / Police Advisory (SMS) Alerts on crimes in the neighbourhood and what precautions to take Users would be better equipped to keep watch over their neighbourhoods 19

20 Examples of m-services : SMSbased Services SMS Pull Services Check Work Permit Validity, Application Status (MOM) Vessel Movement Alert and Vessel Mobile Service (MPA) Singapore Government Directory Interactive NSmen Notification of Overseas Trips Individual Physical Proficiency Test Booking Integrated Licensing System: SMS enquiry on Application status SMS Push Services Road tax renewal reminder (LTA) Parking offences reminder (URA) Season parking reminder (URA) Passport renewal reminder (ICA) 20

21 Central Key Initiatives To increase adoption of mobile services, several central key initiatives have be identified for implementation i. Shared Mobile Number Repository ii. One SMS iii. Mobile Payment iv. Mobile Authentication 21

22 Shared Mobile Number Repository A shared database of mobile phone numbers for quick deployment of alerts & notifications Useful during national emergencies e.g. SARS & terrorist attacks Userbase - 64K today, projected > 150K by year

23 One SMS Common SMS number for all SMS-based government services Public do not have to remember different numbers for each agency or m-service Common SMS message format to access and interact with services 23

24 Mobile Payments Quick Wins by leveraging on existing mobile payments solutions Work with the Telcos and Service Providers to offer Government better service rates 24

25 Mobile Authentication Mobile authentication using Internet SingPass ID and password It provides a common authentication system for access to all Singapore Government e-services and m-services that require single-factor authentication. M-services users need to remember only one password when transacting with Government 25

26 Challenges of M-services Deployment For successful mobile services deployment, there are two key challenges to be overcome Usability issues Diversity of Users 26

27 Screen size (small vs. large) 27

28 Usability Issues Some data entry methods may be more suitable for particular handheld devices while not appropriate for others. The display shall be presented correct in majority of the devices. Without considering usability issues, it may result in low adoption of the mobile services. 28

29 Diversity of Users IT Savvy and Non-IT Savvy Singapore is a multi-racial society. Though majority of the citizens are bilingual, there are a minority of the population that do not understand English 29

30 About 30

31 What is CitizenConnect? CitizenConnect aims to help citizens or residents who do not have access to, or need help with a computer or the Internet, to transact online with the Government. On 1 Oct 2005, 5 CitizenConnect centres were jointly launched by the Ministry of Finance (MOF), the People s Association (PA) and its grassroots organisations. On 15 Nov 2006, 22 new CitizenConnect centres spread geographically across Singapore will be available to bring greater convenience to more 20 in Community Centres / Clubs, one at the CPF Board s Jurong Branch and one in Revenue House, IRAS. A total of 27 CitizenConnect centres located islandwide The expansion of the CitizenConnect centres is in line with the strategic igov 2010 vision to improve the reach and richness of government online services. 31

32 What does CitizenConnect mean to our customers? Internet access to Government websites Personalised help by CitizenConnect officers to search for Government information and transact with Government online Near their homes/workplaces No charge Convenient Operating hours: Community Centres/ Clubs: Everyday 12noon to 8pm ( excluding Public Holidays ) IRAS Revenue House: 8 am to 5 pm (Mon-Fri) CPF Jurong Service Centre: 8 am to 5 pm (Mon-Fri) and 8 am to 1 pm (Sat) convenient location & convenient time 32

33 What does CitizenConnect mean to Government agencies? Act as a single front to multiple Government agencies Ultimately, help to Reduce traffic at agency counters Reduce complexity to agency customers Many Agencies, One Government 33

34 How do CitizenConnect booths look like? The Serangoon Pasir Ris East CC Basic Setup for each booth 2 PCs, 2 cashcard readers and at least 1 shared printer CitizenConnect logo signage CitizenConnect standee and brochures 34

35 What is the Role of CitizenConnect Officers? Assist public with the Government transactions online Help public find information from Government websites Contact Government agencies on behalf of public 35

36 Where are the CitizenConnect centres? Bedok Community Centre Bt Batok East Community Club Changi Simei Community Chong Pang Community Club Chua Chu Kang Community Club Eunos Community Club Fuchun Community Club Gek Poh Ville Community Club Kallang Community Club Kim Seng Community Centre Marine Parade Community Club Pasir Ris East Community Club Sengkang Community Club Tampines East Community Club Tanjong Pagar Community Club The Serangoon Toa Payoh Central Community Club The Frontier Thomson Community Club Ulu Pandan Community Club West Coast Community Centre Woodlands Community Club Yew Tee Community Club Yio Chu Kang Community Club Zhenghua Community Club CPF Jurong Service Centre Revenue House 36

37 Statistics (updated as at 31 Dec 2006) How satisfied are our customers? 93% of the users polled are satisfied with the facilities provided at the CitizenConnect Centre. 95% of the users polled are satisfied with the help provided at the CitizenConnect Centre. 92% of users polled indicated continual use of Internet channel for transactions No of visitors: 29, 393 visited CitizenConnect since launch No of visitors that were assisted by CitizenConnect officers: 44% (13,004) Common transactions assisted: Check CPF Accounts, Check Information of Community Centres/Clubs, e-file Income Tax 37

38 Publicity on CitizenConnect Central Bulk mail drop of Calendars to 380,000 households starting Dec 06 38

39 Publicity on CitizenConnect Localised at each CC Brochures PVC/ Standing banners Feature in course lists 39

40 Publicity on CitizenConnect Localised at each CC continue CC/ CDC Magazines RC noticeboards Grassroots events and meetings Proactive engagement by officers 40

41 Publicity on CitizenConnect Partnering Agencies Brochures Posters Media Release 41

42 Some of the many agencies which have leveraged on CitizenConnect. 42

43 Thank You 43