Future of eGovernment: From eGovernment to iGovernment

1. Future of eGovernment:From eGovernment to iGovernment Seah Chin Siong CEO, IDA International 21 December 2009

2. eGovernment Journey Snapshot • Work automation and computerisation • Data sharing • Paper elimination • Efficiency-focused • e-Government • Services online • Transformation of services delivery • Service-focused • Shifting from “e” to “i” • From “means” to “outcomes” • No wrong door policy • Outcome-focused

3. Moving from eGovernment to iGovernment • 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

4. eGovernment Successes and Challenges Need to provide even better service through more proactive, user- friendly, responsive and integrated eServices Need to leverage fully on infocomm to establish a conducive environment for business Need to reach out to those who prefer to communicate via eChannels. Need to seek new ways to achieve greater efficiency and improved effectiveness

5. 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

6. Singapore Government Online Many agencies, one government • www.gov.sg • Under One Roof according • to customer segments: • Government • Citizens & Residents • Businesses • Non-Residents

7. Delivering Value to Citizens E-Filing Income Tax • 1600 e-services (98% of all e-feasible) • From comfort of home • At the click of mouse • Satisfaction survey shows 88% of users were satisfied • 300 e-services on mobile phone • 133% mobile penetration rate • 3000 transactions/mth (end 2006) • > 450,000 transactions/mth (mid-2009) E-file tax return View Payment Plan Check Filing Status • Information pre-populated in almost every field • CLICK! to confirm information is correct • No-Filing Service - One of world’s first

8. Government-to-Citizen (G2C) • Citizens can subscribe to receive personalised alerts • (SMS / email) e.g. library books due, road tax renewal • Citizens can personalise their home page of government eServices and related private sector services

9. Government-to-Businesses (G2B) • EnterpriseOne Singapore • 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 licencesAwarded UN Public Service Award 2005 Awarded UN Public Service Award 2005

10. 135.5% mobile penetration rate as at Oct 2009 (6,745,800 subscribers) Mobile Government is part of the iGov2010 masterplan vision launched in May 2006, to provide greater convenience and to deliver new and innovative services which were not possible with counter or via internet One SMS infrastructure, Shared Mobile Number Repository and Mobile Authentication More than 300 m-services delivered >450,000 transactions/month (mid-2009) List of e-Services on m-Gov http://www.ecitizen.gov.sg/mobile/ Central Initiatives under mGovernment • Award: • Worlds’ Top 20 “Innovations in Transforming Government” award by Harvard University and IBM (Aug 07)

11. Examples of mGovernment Services • MyeCitizen SMS alerts: • CPF account alerts and notifications • Passport Renewal • Road Tax Renewal • TV (Household) and Vehicle Radio Licence • URA Parking Offences and Season Parking • Exhibition of Registers of Electors • Latest Electroal Division/constituency • Need to Vote (available during GE only) • Check on latest traffic conditions • Local Weather and PSI Information • Library Reminder and Notification Services • Students can receive their examination results • Businesses can alerts on their business licence transaction status • National Servicemen can notify Ministry of Defence (MINDEF) of overseas trips and booking of IPPT

12. Key Learnings from eGovernment Experience • ICT is a strategic enablerin economic development and Government plays a leading role in the exploitation of ICT • eGovernment is about leveraging ICT to deliver valueto its customers and citizens • Planning & implementation of eGovernment require a “whole-of-government”mindset and therefore the need for iGovernment • Strong partnershipswith the ICT industry, private and people sectors are essential to success

13. Future of eGovernment:From eGovernment to iGovernment Thank You!