1. Slide 1 Visitat www.ecitizen.gov.sg Singapore’s e-Government : Results and Perspectives Presented by Mr Tan Eng Pheng Director, e-Government Planning & Management Division Government Chief Information Office Infocomm Development Authority of Singapore Infocomm Development Authority of Singapore 6th April 2004

2. Slide 2 Visitat www.ecitizen.gov.sg Agenda Introduction Singapore e-Government Journey National ICT Plans e-Govt Action Plan I (2000-2003) & key achievements Lessons learnt Connected Singapore & the e-Government Action Plan II Vision & Desired Outcomes Strategic Framework & Priorities

3. Slide 3 Visitat www.ecitizen.gov.sg Facts & Figures

4. Slide 4 Visitat www.ecitizen.gov.sg   5.94% of value- add GDP   84.2% Handphone Penetration   PCs – At least 1 computer in more than 68.4% homes   60% households with Internet access   1 in 3 homes use broadband   103,880 ICT Professionals Singapore’s Infocomm Industry 2002 2001 S$32 billion S$30 billion Infocomm Revenue

5. Slide 5 Visitat www.ecitizen.gov.sg Agenda Introduction Singapore e-Government Journey National ICT Plans e-Govt Action Plan I (2000-2003) & key achievements Connected Singapore & the e-Government Action Plan II Vision & Desired Outcomes Strategic Framework & Priorities

6. Slide 6 Visitat www.ecitizen.gov.sg Long History of Building Foundation… Before 1980 3 3 ministries with computers 100 Just over 100 terminals No network Infrastructure Large application backlog How IT started….. March 1980 Committee of National Computerisation Formation of National Computer Board Government taking the lead Civil Service Computerisation Programme (CSCP)

7. Slide 7 Visitat www.ecitizen.gov.sg 5 National Strategic ICT Plans – A history of partnership Civil Service Computerisation Programme; Developing IT industry & IT manpower Extending government systems to private sector e.g. TradeNet, MediNet, LawNet Transforming Singapore into an Intelligent Island Developing Singapore as a global Infocomm Capital, e-Economy and e-Society Unleashing potential of Infocomm to create new values, realise possibilities and enrich lives

8. Slide 8 Visitat www.ecitizen.gov.sg e-Government Action Plan I (2000 – 2003)

9. Slide 9 Visitat www.ecitizen.gov.sg E-Government Action Plan I (2000 – 2003) Reinventing Government Delivering integrated electronic services Being proactive and responsive Using ICT to build new capabilities & capacities Innovating with ICT 5 Thrusts 6 Programmes in e-Govt Strategic framework Knowledge Management Infocomm Education Electronic Service Delivery Robust Infocomm Infra. Technology Experimentation Operational Efficiency Improvement

10. Slide 10 Visitat www.ecitizen.gov.sg E-Service 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. Organisation complexity is hidden. Every service that can be delivered electronically shall be electronically available.

11. Slide 11 Visitat www.ecitizen.gov.sg eServices Implemented Jul 2001Jun 2003 1,055 1,642 1,705 61% 96.3% 100% Total Feasible eServices 1 Million Transactions Per Month from Top 5 e-svcs 400,000 Transactions Per Month Achievements brought about by e-Govt Action Plan I Electronic Service Delivery 16 Towns Average 23.1 million Hits per mth (Dec 03)

12. Slide 12 Visitat www.ecitizen.gov.sg AXS Kiosks eTenants Government Agencies General Billing Org. HospitalsHospitals Town Councils BanksBanks Achievements of e-Govt Action Plan I - Multi-channel delivery

13. Slide 13 Visitat www.ecitizen.gov.sg Government Electronic Business One-stop portal for all government procurement opportunities Over 8,000 trading partners Achievement of e-Govt Action Plan I – Delivering value to Businesses Through Integrated e-Services OSPEC : One-stop Application for Public Entertainment License CORENET : Construction & Real Estate Network

14. Slide 14 Visitat www.ecitizen.gov.sg Award winning PSi End-end development platform New payment mechanisms SingPass authentication Achievement of e-Govt Action Plan I – Public Service Infrastructure Benefits Shortens development life- cycle from months to days Built once, reuse always Developed by

15. Slide 15 Visitat www.ecitizen.gov.sg Public Service Infrastructure Platform for government agencies to Develop & Deploy e-services on the internet efficiently and rapidly Robust Infrastructure, multi-tier architecture High Availability, industry standards Common Application services Security, electronic payment, data exchange E-Service Generator Rapid development tool for new e-services

16. Slide 16 Visitat www.ecitizen.gov.sg Achievement of e-Govt Action Plan I – Achievement of e-Govt Action Plan I – eCitizen Helper 3P Programme Provide access & assistance Government pays a fee for each transaction Example: Passport application through FujiFilm/Kodak outlets Customer can take picture, and photo outlet assists customer in applying online for passport Currently 86 outlets

17. Slide 17 Visitat www.ecitizen.gov.sg Achievement of e-Govt Action Plan I – What it means to the people More than 1,600 e-services are available online 24x7 One URL for all government e-services thru Extensive network of 86 eCitizen Help service locations island-wide Single identification & one password to deal with government e-services 75% transacted with Government electronically at least once Savings in time & money thru one-stop shops Business NeedsPreviously or manuallyNow thru’ e-services Incorporating a new company S$ 1,200 to S$ 35,000 (depending on coy size) Time required: 2 days S$ 300 (flat fee) Time required: 2 hours Obtaining an entertainment license Time required: 8 weeksTime required: 2 weeks Submitting building plans Manual despatching of documents to 12 agencies Savings of $450 by submitting online

18. Slide 18 Visitat www.ecitizen.gov.sg Awards & Recognition * Ranked top 3 leading e-Governments by both Accenture & the World Economic Forum * Other International e-Government awards won: * Other International e-Government awards won: Stockholm Challenge Award (Oct 2002) E-Gov Explorer Award (June 2002) Intelligent 20 Awards (Jan 2002) CIO 100 award (Jan 2002) for Public Service Infrastructure (PSi) CAPAM International Innovation Award for eCitizen (Oct 2000)

19. Slide 19 Visitat www.ecitizen.gov.sg Lessons Learnt Leadership and Governance Set targets to focus agencies’ efforts Establish policies & structures Communication with citizens and businesses Understand needs to develop ‘customer-centric’ e-services Create awareness of e-services developed Optimise through economies of scale Minimise duplication of effort & encourage greater sharing Improve resilience of key infrastructure Maintain agility and responsiveness

20. Slide 20 Visitat www.ecitizen.gov.sg Partnering with Industry e-Government presents many opportunities to work with the private sector to deliver innovative services to the public PSi (Ecquaria & NCS & IDA) CORENet Singapore (novaCITYNETS & BCA) TradeNet (CrimsonLogic & MTI) Medical Claims Processing System(Stratech & MOH) BizFile (Singapore Computer Systems & RCB) CrimsonLogic

21. Slide 21 Visitat www.ecitizen.gov.sg Agenda Introduction Singapore e-Government Journey National ICT Plans e-Govt Action Plan I (2000-2003) & key achievements Connected Singapore & the e-Government Action Plan II Vision & Desired Outcomes Strategic Framework & Priorities

22. Slide 22 Visitat www.ecitizen.gov.sg Impetus for New Masterplan Response to environmental changes Technological developments New opportunities & challenges, post-liberalization Inputs from the Economic Review Committee Our 5 th National Plan… Connected Sg

23. Slide 23 Visitat www.ecitizen.gov.sg Agent for Change Capability Development Technology Planning Conducive Business Environment Engine of Growth Infocomm for Connectivity, Creativity & Collaboration Digital Exchange Strategies Foundational Blocks Connected Singapore – Vision & Strategies

24. Slide 24 Visitat www.ecitizen.gov.sg e-Government Action Plan II (2003 – 2006)

25. Slide 25 Visitat www.ecitizen.gov.sg E-Government Action Plan II (2003-2006) To be a leading e-Government to better serve the nation in the digital economy. A Networked Government that delivers accessible, integrated, value-adding e-services to our customers; and helps bring citizens closer together. e-Government – Delighting Customers, Connecting Citizens

26. Slide 26 Visitat www.ecitizen.gov.sg Three Key Desired Outcomes By the Year 2006 Vision 2006 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

27. Slide 27 Visitat www.ecitizen.gov.sg Connected Citizens Supporting Active Citizenry Networked Government SP2 Engaging Citizens Thru Active Consultation & Virtual Communities SP3 Increasing awareness of & convenient access to e- services SP1 Improving the e-service experience E-Government Strategic Framework Strategies to realise the Vision & Outcomes Delighted Customers e-Services Advantage Fostering Inter-Agency Collaboration

28. Slide 28 Visitat www.ecitizen.gov.sg Key Outcome 1: Delighted Customers Increasing awareness of & convenient access to e-services Improving the e-service experience More e-services using mobile technologies (e.g. WAP, SMS) More access points thru’ value-added intermediaries (e.g. supermarkets, libraries, neighbourhood outlets) More customised 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 Integrated e-Svcs Anywhere, anytime, any medium

29. Slide 29 Visitat www.ecitizen.gov.sg Key Outcome 2: Connected Citizens Engaging Citizens Thru’ Active Consultation & Virtual Communities Citizen as Stakeholder e-community to support overseas Singaporeans & civic society Additional channel for public feedback on policy-making & review (e.g. one-stop consultation portal, e- polling) Centralised portal for community services & resources Tools for supporting virtual communities & networks

30. Slide 30 Visitat www.ecitizen.gov.sg Key Outcome 3: Networked Government Building a Knowledge Enterprise Enhancing ICT Security Enhancing ICT Management 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

31. Slide 31 Visitat www.ecitizen.gov.sg E-Government Targets for 2006 Implement 12 more cross- agency integrated e-services Explain public policies & their rationale online Have 90% of Government’s customers use e-services at least once a year Have 90% of these users satisfied with overall quality of e-services We will also be monitoring: Rankings in international benchmark studies Benefits of use by customers Repeat usage by customers Total ICT Dev. Budget for whole Public Sector (2003-2006) S$1.3 Billion

32. Slide 32 Visitat www.ecitizen.gov.sg THANK YOU Visit the Singapore e-Government website at http://www.egov.gov.sg http://www.egov.gov.sg