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Digital Transformation in the Singapore Government Ong Lih LingAdvisor, CIO Academy Asia, and Former Director, GovTech Singapore26 September 2017
ICT Evolution in Singapore Public Sector
© CIO Academy Asia 2017
Public Sectorefficiency
Automation
National Computer Board
Civil Service Computerisation
Programme(CSCP)
1981-1999
Value Innovation
Whole-of-Govintegration
Public Sectorexcellence
E-Services
Infocomm Development Authority
E-Government Action Plan
I & II
2000 – 2006
iGov2010
2007 – 2010
eGov2015
2011 – 2015
Case Study: Online Biz Licensing Service (OBLS)
Singapore Police Force■Entertainment Permit■Liquor License
National Environment Agency■Food License
Urban Redevelopment Authority■Land Use Approval
Housing & Development Board■Permit for use of HDB compound
Inland Revenue Authority
Singapore Tourism Board■CESS Collection
Singapore Civil Defense Force■Fire Safety
Ministry of Manpower■Work Permits for Foreign Workers
Central Provident Fund■Retirement Fund
Illustration of Licensing needs for a Public Entertainment Outlet■ Tedious process with
applicants having to visit multiple agencies
■ Very long approval period (usually months) before businesses can start operations
■ Complicated workflow no business owner
has a full picture no government
agency has a full picture from the point of view of businesses
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/email
Streamline processes • Up to 90% reduction in
processing time • Up to 50% reduction in data
entry• 10% reduction in number of
licences1. Awarded UN Public Service Award 2005
2. Recognized as a Laureate by IDG Computerworld Honors Program 2007
Accolades:
World Bank Ranking: Ease of Doing Business
© CIO Academy Asia
Ranking 2010 2011 2012 2013 2014 2015 2016
1 Singapore Singapore Singapore Singapore Singapore Singapore Singapore
2 Hong Kong Hong Kong Hong Kong Hong Kong Hong Kong NZ NZ
3 NZ NZ NZ NZ NZ Hong Kong Denmark
4 UK UK US US US Denmark Korea
5 US US Denmark Denmark Denmark Korea Hong Kong
6 Denmark Denmark Norway Norway Malaysia Norway UK
7 Norway Canada UK UK Korea US US
8 Ireland Norway Korea Korea Georgia UK Sweden
9 Canada Ireland Georgia Georgia Norway Finland Norway
10 Australia Australia Australia Australia UK Australia Finland
ICT Evolution in Singapore Public Sector
© CIO Academy Asia 2017
Public Sectorefficiency
Automation
National Computer Board
Civil Service Computerisation
Programme(CSCP)
1981-1999
Value Innovation
Whole-of-Govintegration
Public Sectorexcellence
E-Services
Infocomm Development Authority
E-Government Action Plan
I & II
2000 – 2006
iGov2010
2007 – 2010
eGov2015
2011 – 2015
Smart Nation
Digital Transformation
Government Technology
Agency
Digital Gov
2016 -
Waves of Computerisation
CSCP(1981-1999)• Automation• Back-end processing• Productivity gains
E-Services(2000-2015)• Replaced counter
services• Integrated services• Speed & convenience for
citizens and businesses
Digital Government(2016- )• What might the future
look like?
© CIO Academy Asia 2017
© CIO Academy Asia 2017
Digital Transformation will make government services more …
PARTICIPATIVE• Crowdsourcing• Social Media• Active Citizenry
PAINLESS• Citizen-centric• “No action required”
PROACTIVE• Anticipatory• Predictive
© CIO Academy Asia 2017
Case study: Filing tax returns is now a …… “painless” event
NOFILING
REQUIRED
Hardcopy Form
Version 1Online version of same form
Tax computed based on info
from employers and other direct
sources
Version nPre-filled; Taxpayer files in changes since previous year
© CIO Academy Asia 2017
Foundation for Digital Government
DataClean Data
Connected Data
Whole-of-Government Approach
“Many Agencies, One Government”
Data Hubs laid the foundation …… for standardisation and data sharing
PEOPLEHUB
ESTABLISHMENTHUB
LANDHUB
© CIO Academy Asia 2017
Key Enablers
Internal - Public Sector External – Private & People Sector
Infrastructure Govt Infrastructure and Services National Infocomm Infrastructure
Infocomm Literacy Public Sector Citizens and Business
Capability Development Technical competenciesHuman-centred competencies
IT Manpower & Infocomm Industry
Stakeholder Conversion & Adoption
Change Management
Customer Adoption
Governance IT Governance & Management IT Legal Framework
© CIO Academy Asia 2017
The Singapore Experience
© CIO Academy Asia 2017
Clear Long-Term Vision and Goals
Effective Leadership and Governance
Partnership with ICT Industry, Private and People sectors
Citizen-Centric e-Service Delivery
Holistic and Integrated WOG Approach
“No amount of careful planning can assure a government of continual
relevance and effectiveness if there is insufficient institutional capacity for learning, innovation and change in the face of ever new challenges in a volatile and unpredictable global
environment”
© CIO Academy Asia 2017
Professor Neo Boon Siong in Dynamic Governance: Embedding Culture, Capabilities and Change in Singapore (2007)
THINK AHEAD
THINK AGAIN
THINK ACROSS
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