E-GOVERNMENT The Journey of Implementing E-GOVERNMENT: A Singaporean Experience Dr Shan L PAN Coordinator Knowledge Management Laboratory Department of Information Systems School of Computing National University of Singapore

Agenda Singapores Journey to e-Government –e-Government Action Plan I and its achievements Conceptualizing the e-Government Action Plan II –Strategy & Process –Vision & Desired Outcomes E-Government Research in the National University of Singapore (NUS)

Singapores Journey to e-Government: e-Government Action Plan I and its achievements

E-Government in Singapore mms://s-one.internet.gov.sg/egov/egapii.wmv

Foundation Governance Management Infrastructure Electronic Service Delivery Intellectual Capabilities Details at

Statutory board under the Ministry of Information, Communications and The Arts (MITA)Statutory board under the Ministry of Information, Communications and The Arts (MITA) Formed on 1 Dec 1999Formed on 1 Dec 1999 –National Computer Board –Telecommunications Authority of Singapore Convergence of IT and Telecommunication About IDA

RegulatorRegulator –Formulate clear and transparent policies to ensure a fair and balanced competitive environment Industry DeveloperIndustry Developer –Work closely with private sector to create a vibrant environment for IT in Singapore PromoterPromoter –Encourage foreign InfoComm companies to locate and partner with in Singapore Government CIOGovernment CIO –Drive implementation of the Singapore e- Government Roles IDA Plays

Ministry Of Finance (e-Government Owner) IDA (Govt Chief Info Office (GCIO)) Public Sector InfoComm Review Committee Public Sector InfoComm Steering Committee Reviews & endorses InfoComm project proposals Reviews & endorses InfoComm project proposals Reviews & endorses InfoComm tender specifications from all ministries & Govt funded statutory boards Reviews & endorses InfoComm tender specifications from all ministries & Govt funded statutory boardsGovernance

Ministry Of Finance (e-Government Owner) Public Sector InfoComm Steering Committee Public Sector InfoComm Review Committee IDA (Govt Chief Info Office (GCIO)) Sets direction & formulates policies for implementation of InfoComm initiatives for the public sector Sets direction & formulates policies for implementation of InfoComm initiatives for the public sector Co-ordinates & guides the effective, efficient deployment of InfoComm initiatives in the public sector Co-ordinates & guides the effective, efficient deployment of InfoComm initiatives in the public sector Monitors trends & new developments in InfoComm and evaluates their impact on public sector deployment Monitors trends & new developments in InfoComm and evaluates their impact on public sector deployment Governance

Governance Ministry Of Finance (e-Government Owner) Public Sector InfoComm Steering Committee Public Sector InfoComm Review Committee E-Govt Policy Committee Committee of Permanent Secretaries IDA (Govt Chief Info Office (GCIO)) Sets policies & strategic directions to achieve the vision and desired outcomes of e-GAP IISets policies & strategic directions to achieve the vision and desired outcomes of e-GAP II monitors the progress of the public service towards full electronic service delivery monitors the progress of the public service towards full electronic service delivery

ICT Policies & Standards - Aims to enhance overall effectiveness of ICT in public sector, and establish minimum standards leading to a networked government - Enhance the shared vision and coordination across the public sector to new ICT developments, so as to make quantum leaps in ICT deployment Management Develop Consult (CIOs, public officers) ReviseRelease Review (every 9 months)

E-Government Action Plan I (FY2000 – FY 2002) InfoComm Education Knowledge Management Robust InfoComm Infra Operational Efficiency Improvement Technology Experimentation Electronic Service Delivery 6 programs 5 Thrusts Reinventing Government Delivering integrated electronic services Being proactive and responsive Using ICT to build new capabilities & capacities Innovating with ICT

More than 1,600 e-services are available online 24x7 One URL for all government e- services thru eCitizen Extensive network of 42 eCitizen Help service locations island-wide Single identification SingPass & one password to deal with Govt e-Services 75% transacted with Govt electronically at least once Savings in time & money thru one-stop shops Business Needs Previously or Manually Now thru E-services Incorporating a new company S$1,2000 to S$35,000 (depending on coy size) Time required: 2 days S$300 (Flat fee) Time required: 2 hours Submitting building plans Manual dispatching of documents to 12 agencies Savings of S$450 by submitting online Obtaining an entertainment license Time required: 8 weeks Time required: 2 weeks 75% of all those who transacted with the Government in the past year did so at least once electronically out of with 4 in 5 expressed satisfaction with the quality of service What does this mean to the public?

Awards and Recognitions Accenture & the World Economic ForumRanked top 3 leading e-Governments by both Accenture & the World Economic Forum Other International e-Government awards won: Stockholm Challenge Award (Oct 2002) E-Gov Explorer Award (June 2002) Intelligent 20 Award (Jan 2002) CIO 100 Award (Jan 2002) for Public Service Infrastructure (PSi) CAPAM International Innovation Award for eCitizen (Oct 2000)

Conceptualizing the e-Government: Action Plan II Building on E-Government Action Plan IBuilding on E-Government Action Plan I –Overall strategy is still useful –The first plan lays the foundation to achieve the vision Need to stay relevantNeed to stay relevant –Environment changes –Maturing of e-Governments around the world

Conceptualizing the e-Government Action Plan II: Strategy & Process and Vision & Desired Outcomes

Leadership and CommitmentLeadership and Commitment –Steering committee with public sector agency leaders –Access to public sector agency Directors with operational and expert input Need for multi-source inputNeed for multi-source input –Feedback from internal stakeholders –Feedback from public and businesses –Best practices Multi-agency collaborative effortMulti-agency collaborative effort –Formation of extended project teams To Begin…

Overview of Master Planning Exercise To develop e-Government Action Plan II (FY2003-FY2005) PHASE 1 PlanningEnvisioningConsolidation PHASE 3PHASE 2 Form project org structure Seek stakeholder feedback/ ideas Propose & refine themes Source & appoint external consultants Brainstorm for ideas Work with external consultants for intl perspective Propose new program & projects Synthesize e-Govt Action Plan II Seek endorsement from key committees Approval for funding

E-Govt Action Plan II External Stakeholder Feedback Focus Group Discussions & Public Surveys Internal Stakeholder Feedback Interviews with Permanent Sec. Visioning & Theme Workshops Cross-agency Project Committees Service-wide data collection on projected ICT needs Environmental Scans External Consultancies Input for Conceptualization of E-Government II

Three key desired outcomes by 2006 Vision 2006 Delighted Customers E-services Advantage Convenient & easy to use Transcends organizational 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

Key Outcome 1: DELIGHTED CUSTOMERS More e-services using mobile technologies (e.g. WAP, SMS) More access points thru value-added intermediaries (e.g. supermarkets, libraries, neighborhood outlets) More customized for different user segments (e.g. youths, parents, working adults) More personalization Easier to use & search Greater One-stop convenience, not just first-stop welcome Increasing awareness of & convenient access to E-Services Improving the e-service Experience

Key Outcome 2: CONNECTED CITIZENS Additional channel for public feedback on policy-making & review (e.g. one-stop consultation portal, e-polling) Centralized portal for community services & resources Tools for supporting virtual communities & networks Engaging Citizens Thru Active Consultation & Virtual Communities E-community to support overseas Singaporeans & civic society Citizen as Stakeholder

Key Outcome 3: NETWORKED GOVERNMENT Tools & resources to facilitate knowledge management at both inter-& intra-agency levels to improve responsiveness & customer service More shared systems, service wide ICT standards & architecture to ensure seamless integration Resilient government InfoComm infrastructure & ICT security preparedness for contingency Building a Knowledge Enterprise Enhancing ICT Security Enhancing ICT Management

E-Government Targets for 2006 Implement 12 more cross-agency integrated e- services Have 90% of Governments customers use e- services at least once a year Have 90% of these users satisfied with overall quality of e-services Explain public policies & their rationale online We will also be monitoring: Rankings in international benchmark studies Benefits of use by customers Repeat usage by customers

Implementing the E-Government Action Plan II Ministry of FinanceMinistry of Finance –Overall owner of the e-Government Action Plan II initiative & responsible for all central InfoComm Technology (ICT) infrastructure, services and policies within the Public Service. Strategic Priority OwnersStrategic Priority Owners –Owners identified for each of the Strategic Priorities to drive the respective programs and work with the individual Ministries & agencies

Overview of e-Government Research in NUS And Research Collaboration Opportunities

Current Projects Organization as a Convener in e- Collaboration: An Empirical Study of Dominant Modes of Convener Behavior (Feedback Unit) IT-induced Organizational Transformation (National Library Board) E-Services Methodology Training Workshop in IDA (an Action Research)

Completed Projects GeBiz Agency: SCO (DSTA) –Focus: G2B: Tele-Cooperation Perspective of e-Gov –Key Finding: Tele-cooperation Among Public Agencies is the Fundamental Challenge of any e- government Initiatives Devadoss, P., Pan, S L, and Huang, J.C.M (2003). Structurational Analysis of e-Government Initiatives: A Case Study of SCO". Decision Support Systems. 34:

E-Filling - IRAS E-Filing –Agency: IRAS –Focus: G2C – Closing the Gap between Government Services and the citizens –Key Finding: Managing Citizens Growing Expectations of on-line Government Services is a key success factor of e-government initiatives Tan, C. W., and Pan, S L (2003). Managing E- Transformation in the Public Sector: An E- government Study of Inland Revenue Authority of Singapore (IRAS). European Journal of Information Systems. Forthcoming in 12(4).

InfoComm Development Authority (IDA) –Agency: InfoComm Development Authority –Focus: Cooperation among Multi-agencies Government Services On-line –Key Finding: 4 Types of Knowledge Conflicts found in the inter- agency collaboration Tan, C. W., Pan, S L, Eric Lim and Chan, C. M. L (2004) Managing Knowledge Conflicts in an Inter-organizational Project: A Case Study of IDA Singapore. Journal of the American Society for Information Systems and Technology (JASIST) Forthcoming in Tan, C.W., Lim, E.T.K. Pan, S.L., and Chan, M. L. (2004) Conflicts in Knowledge Management: Visiting the Hidden Partner, ECIS 2004

Research Collaboration with NUS Knowledge Management Laboratory in NUS Comparison work between Singapore and European Practices Inter-organizational Agency Collaboration from a RBV perspective Inter-organizational Agency Collaboration and Knowledge Management Issues

CONCLUSION: Why E-Government For Singapore? –Long Term Economic Benefits for Singapore in attracting Foreign Investors –Social Impact – The increasing technological advancement of the Internet and ICT –Efficiency in Government operations; cut bureaucracy and transparency

Future Challenges of E-Gov in Singapore From Intra-agency focus to Inter-agency focus A Stakeholder Perspective of Implementing and Managing Integrated Government Services Design, implementation and management of integrated e-government projects OASIS and eCitizen One-stop e-Government Portal as the Window to a true e-Lifestyle for Singaporeans: Towards Personalization of e-Government Services SingPass and My.eCitizen Sharing and Exporting E-government Experiences Internationally

Publications on E-Government Devadoss, P., Pan, S-L and Singh, S. (2004) Managing Knowledge Integration in a National Healthcare Crisis: Lessons Learned from Combating SARS in Singapore. IEEE Transactions on IT in Biomedicine (IEEE T-ITB). Forthcoming in 2004 Tan, C. W., Pan, S L, Eric Lim and Chan, C. M. L (2004) Managing Knowledge Conflicts in an Inter-organizational Project: A Case Study of IDA Singapore. Journal of the American Society for Information Science and Technology. Forthcoming in Tan, C. W., and Pan, S L (2003). Managing E-Transformation in the Public Sector: An E-government Study of Inland Revenue Authority of Singapore (IRAS). European Journal of Information Systems. 12(4): Devadoss, P., Pan, S L, and Huang, J.C.M (2003). "Structurational Analysis of e-Government Initiatives: A Case Study of SCO". Decision Support Systems. 34:

Thank You & We wish to acknowledge the support from IDA of Singapore for providing some of the presentation materials