e-Government in Singapore The Next Step in Singapore’s e-Government Journey : iGov2010 Pauline Tan Senior Director Government Chief Information Office (GCIO) Infocomm Development Authority of Singapore Good afternoon distinguish guests.

Vital Ingredients for e-Gov Strategies Clear vision Committed leadership Closely involved stakeholders Constant communication with customers Continuous improvement – realisation that we have, but, taken just a small step Countable outcomes

Driving Forces for e-Gov Rising customer expectations Need to provide even better service through more proactive, user-friendly, responsive and integrated e-Services Online medium becoming the medium of choice Need to reach out to those who prefer to communicate via e-channels Competitive global environment Need to leverage fully on infocomm to establish a “best for business” climate Customers and citizens are benchmarking government e-services against similar offerings by private organisations Increasing need to do more with less Need to seek new ways to achieve greater efficiency and improved effectiveness

The Last 25 Years … Leveraging Infocomm for Innovation, Integration & Internationalisation Unleashing potential of Infocomm to create new values, realise possibilities & enrich lives Developing Singapore as global Infocom Capital, e-Economy & e-Society Singapore’s Infocomm journey commenced with the formation of the National Computer Board in 1981 to implement the first National Computerisation Plan. The objective then was modest but clear, which was to computerise the Civil Service. It had many spin-offs and created a new industry which grew to become one of the main engines of growth of the economy, As the use of Information Technology becomes more pervasive in the Government, the benefits on the use of IT in improving efficiency and business processes became more apparent, especially with the introduction of networking technologies that integrate computing and communications technologies. Hence the National IT Plan was conceptualised in 1986 and led to the implementation of the internationally acclaimed TradeNet. [TradeNet provides efficient and paperless processing of trade documents by a number of government agencies via electronic data interchange (EDI)] Other EDI systems were also successfully implemented under the National IT Plan for the legal and healthcare communities. Such systems have since evolved with advances in technologies. However, the benefits they bring to the trade and other business communities are real and substantial, and have helped us create a world-class entrepot hub and anchor companies here through greater efficiency. The next milestone was in 1992 when NCB launched the IT2000 blueprint to transform Singapore into an intelligent island with IT pervading every sphere of economic and social activity. A notable initiative was Singapore ONE, the world’s first nationwide broadband infrastructure. Other flagship projects were also successfully implemented, including an expert system for the checking of building plans. technology and business front, the convergence of IT, telecommunications and content became a reality and the Internet has opened up new opportunities across all sectors. In order to respond to such global developments, the IDA was formed from a merger between NCB and TAS. Our charter is to spearhead Singapore’s drive into Infocomm and hence, the Infocomm21 plan was developed to chart out our directions. We have implemented Infocomm21 plan over the past 2 years and have achieved several successes (eg full liberalisation of the telecoms sector, increased adoption of broadband, growth of the industry etc). One of the key responses that we have made after the inception of the Infocomm21 plan include IDA’s move to the then-Ministry of Information and the Arts. This move will enable the Government to better respond to issues arising from the convergence of Infocomm, media and content. Another key initiative is Connected Singapore launch to map out the strategies to develop our Infocomm industry over the next few years. Connected Singapore as not a major change in course, but as the fine-tuning the ‘rudder’ (IDA?) as the ‘ship’ (Singapore’s infocomm sector) navigates the five Cs (computerization, communications, content, convergence, connectivity), in the light of new environmental conditions. Engine of Growth: The first strategy is to develop ICT as an engine of growth for the economy. This strategy aims to grow new economic activities and create jobs in Infocomm. It is a strategy that we have been focusing on and continues to remain relevant in the Connected Singapore Masterplan. [Exploit hi-growth clusters e.g. value-added mobile svcs, web svcs; Estab. S’pore as digital living lab; Increase S’pore’s export revenue and help iLEs go o’seas] Digital Exchange: The second strategy is to develop Singapore as a leading global digital distribution and trading centre. This will create a new source of growth and extend Singapore’s hub status in the digital medium. This strategy recognises that digitisation of all forms of media will become more pervasive. Singapore can be digital trading hub to capture the value arising from the increased level of digital trading activities (e.g. digital publishing & software distribution). This strategy leverages in Singapore’s excellent international telecoms connectivity, a pro-business environment and established legal and financial sectors. EXAMPLE: Digital Cinema launched in Eng Wah Cinema Theatres in Nov 2003 (S$9m investment - -> 2048 x 1080 pixels. Spin-off benefits may include up to 5000 new jobs. Value of digital content transactions to reach $500m by 2006. Agent for Change: The 3rd strategy aims to help businesses and government agencies use Infocomm to achieve higher efficiency, effectiveness and customer satisfaction. This involves leveraging on Infocomm to re-engineer key business clusters and government services through architecting, deploying common infrastructure and standards, and working with domain agencies to re-engineer business processes. The focus is to go beyond enterprise-level efforts, but to ICT-enable clusters and industries so that a higher leverage can be attained to help businesses become more efficient and effective. [Develop new capabilities in key economic clusters thru ICT; Implement eGAP II – seamless, integrated services] Connectivity, Creativity, Collaboration: A highly integrated network linking wireless LAN, mobile telephony and broadband Internet will bring Singaporeans closer to anywhere, anytime communications and computing. Our target is to achieve pervasive wireless connectivity with 50% of households on broadband and consumers enjoying a wide range of 3G services. Objectives include: (1) driving the development of an infocomm infrastructure for pervasive and secure access; (2) ensure that there are beneficial applications and attractive content that can flow through the pervasive ICT network; (3) to ensure that every Singaporean has the opportunity to acquire Infocomm skills for the purpose of realising the potential of Infocomm for work, learning and play. [Extend broadband into wireless; Create attractive & useful content & applications; Enable infocomm literacy & access for all] [ ] = condensed explanation Transforming Singapore into an Intelligent Island Extending government systems to Private sector Civil Service Computerisation Program

Vision of iGov2010 (Year 2006 – Year 2010) THE VISION OF iGov2010 To be an Integrated Government (iGov) that delights customers and connects citizens through infocomm ` ` To be an Integrated Government that delights customers & connects citizens through infocomm Image courtesy of the Singapore Tourism Board

From e-Government to i-Government (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

In A Nutshell Integrated Government to 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 Government agencies working together as one integrated government to: Improve the quality of our service to our customers & the level of interaction with our citizens, instead of just “more” information & services Transform processes within government for greater synergy and efficiency Use infocomm innovatively to enrich the work experience of public officers Maximise the value of investments made in i-Government to the nation

iGov2010 Strategic Framework

iGov2010 Targets By 2010, we aim to have at least 8 out of 10 users being very satisfied with the quality of e-Services 8 out of 10 users being very satisfied with the level of clarity & 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-Services By 2010, we aim to have… 8 in 10 users being very satisfied with the quality of electronic services 9 in 10 users willing to recommend others to transact with the Government through electronic services 8 in 10 users being satisfied with the level of clarity and usefulness of information published online on government policies, programmes and initiatives We will also be monitoring : Rankings & accolades in international benchmarks or studies Savings and benefits to internal government operations and public officers

Singapore’s e-Government Structure

iGov Governance Structure iGov Council iGov Steering Committee ICT Committee iGov Committees Chaired by PS(F), MOF Chaired by DS(PF), MOF Chaired by PS(DD), Mindef iGov Advisory Panel Highest approving & decision-making committee to oversee & spearhead the entire iGov2010 efforts Assist iGov Council to oversee & resolve tactical & operational issues in all iGov2010 strategies except S3.1 Drive & oversee the progress of initiatives under S3.1 “Integrating Government” effort Platform for Government to seek views from private sector

MOF-IDA Partnership CIO to Government (e-Government Owner) (CIO & Programme Manager) CIO to Government Provide leadership in government ICT development & leadership in provision of services and infrastructure in order for Singapore to lead in eGovernment

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