E-GOVERNMENT The Journey of Implementing E-GOVERNMENT: A Singaporean Experience Dr Shan L PAN Coordinator Knowledge Management Laboratory Department of.

The Journey of Implementing E-GOVERNMENTE-GOVERNMENT:

A Singaporean Experience

Dr Shan L PAN

CoordinatorKnowledge Management LaboratoryDepartment of Information Systems

School of ComputingNational University of Singapore

[email protected]/~pansl

AgendaAgenda

• Singapore’s 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)

Singapore’s Journey to

e-Government:

e-Government Action Plan I and its achievements

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

FoundationFoundation

GovernanceGovernance

ManagementManagement

InfrastructureInfrastructure

Electronic Electronic Service DeliveryService Delivery

Intellectual Intellectual CapabilitiesCapabilities

Details at Details at www.egov.gov.sgwww.egov.gov.sg

• Statutory board under the Ministry of Statutory board under the Ministry of Information, Communications and The Information, Communications and The Arts (MITA)Arts (MITA)

• Formed on 1 Dec 1999Formed on 1 Dec 1999

– National Computer BoardNational Computer Board

– Telecommunications Authority of SingaporeTelecommunications Authority of Singapore

Convergence of IT and Convergence of IT and TelecommunicationTelecommunication

About IDAAbout IDA

• RegulatorRegulator– Formulate clear and transparent policies to Formulate clear and transparent policies to

ensure a fair and balanced competitive ensure a fair and balanced competitive environmentenvironment

• Industry DeveloperIndustry Developer– Work closely with private sector to create a Work closely with private sector to create a

vibrant environment for IT in Singaporevibrant environment for IT in Singapore

• PromoterPromoter– Encourage foreign InfoComm companies to Encourage foreign InfoComm companies to

locate and partner with in Singaporelocate and partner with in Singapore

• Government CIOGovernment CIO– Drive implementation of the Singapore e-Drive implementation of the Singapore e-

GovernmentGovernment

Roles IDA PlaysRoles IDA Plays

Ministry Of Finance Ministry Of Finance

(e-Government Owner)(e-Government Owner)

IDA (Govt Chief Info IDA (Govt Chief Info Office (GCIO))Office (GCIO))

Public Sector InfoComm Public Sector InfoComm ReviewReview CommitteeCommittee

Public Sector InfoComm Public Sector InfoComm SteeringSteering CommitteeCommittee

• Reviews & endorses InfoComm project proposalsReviews & endorses InfoComm project proposals

• Reviews & endorses InfoComm tender specifications Reviews & endorses InfoComm tender specifications from all ministries & Govt funded statutory boardsfrom all ministries & Govt funded statutory boards







• Sets direction & formulates policies for implementation of Sets direction & formulates policies for implementation of InfoComm initiatives for the public sector InfoComm initiatives for the public sector

• Co-ordinates & guides the effective, efficient deployment of Co-ordinates & guides the effective, efficient deployment of InfoComm initiatives in the public sectorInfoComm initiatives in the public sector

• Monitors trends & new developments in InfoComm and Monitors trends & new developments in InfoComm and evaluates their impact on public sector deploymentevaluates their impact on public sector deployment







E-Govt Policy CommitteeE-Govt Policy Committee Committee ofCommittee ofPermanent SecretariesPermanent Secretaries


•Sets policies & strategic directions to Sets policies & strategic directions to achieve the vision and desired outcomes of e-achieve the vision and desired outcomes of e-GAP IIGAP II

• monitors the progress of the public service monitors the progress of the public service towards full electronic service deliverytowards full electronic service delivery

• ICT Policies & StandardsICT Policies & Standards

- Aims to enhance overall effectiveness of ICT in - Aims to enhance overall effectiveness of ICT in public sector, and establish minimum standards public sector, and establish minimum standards leading to a networked governmentleading to a networked government

- Enhance the shared vision and coordination - Enhance the shared vision and coordination across the public sector to new ICT across the public sector to new ICT developments, so as to make quantum leaps in developments, so as to make quantum leaps in ICT deploymentICT deployment

ManagementManagement

Develop

Consult

(CIOs,

public officers)

Revise Release

Review(every 9 months)

E-Government Action Plan I E-Government Action Plan I (FY2000 – FY 2002)(FY2000 – FY 2002)

InfoCommEducation

Knowledge Management

Robust InfoComm Infra

Operational Efficiency

Improvement

Technology Experimentation

ElectronicService Delivery

6 programs

5 Thrusts5 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 theGovernment 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?What does this mean to the public?

Awards and RecognitionsAwards and Recognitions

• Ranked top 3 leading e-Governments by both Accenture & the World Economic ForumAccenture & the World Economic Forum

• Other International e-Government awards won:Stockholm Challenge Award (Oct 2002)Stockholm Challenge Award (Oct 2002)

E-Gov Explorer Award (June 2002)E-Gov Explorer Award (June 2002)

Intelligent 20 Award (Jan 2002)Intelligent 20 Award (Jan 2002)

CIO 100 Award (Jan 2002) for Public Service Infrastructure CIO 100 Award (Jan 2002) for Public Service Infrastructure (PSi)(PSi)

CAPAM International Innovation Award for eCitizen (Oct CAPAM International Innovation Award for eCitizen (Oct 2000)2000)

Conceptualizing the e-Government: Conceptualizing the e-Government: Action Plan IIAction Plan II

• Building on E-Government Action Plan IBuilding on E-Government Action Plan I– Overall strategy is still usefulOverall strategy is still useful– The first plan lays the foundation to achieve the The first plan lays the foundation to achieve the

visionvision

• Need to stay relevantNeed to stay relevant– Environment changesEnvironment changes– Maturing of e-Governments around the worldMaturing 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 Steering committee with public sector agency

leadersleaders

– Access to public sector agency Directors with Access to public sector agency Directors with operational and expert inputoperational and expert input

• Need for multi-source inputNeed for multi-source input

– Feedback from internal stakeholdersFeedback from internal stakeholders

– Feedback from public and businessesFeedback from public and businesses

– Best practicesBest practices

• Multi-agency collaborative effortMulti-agency collaborative effort– Formation of extended project teamsFormation of extended project teams

To Begin…To Begin…

Overview of Master Planning ExerciseOverview of Master Planning Exercise

To develop e-Government Action Plan II (FY2003-FY2005)To develop e-Government Action Plan II (FY2003-FY2005)

PHASE 1

Planning Envisioning Consolidation

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 int’l perspective

• Propose new program & projects

• Synthesize e-Govt Action Plan II

• Seek endorsement from key committees

• Approval for funding

E-Govt

E-Govt

Action P

lan II

Action P

lan II

External Stakeholder FeedbackExternal Stakeholder Feedback

Focus Group Discussions & Public Surveys

Internal Stakeholder FeedbackInternal 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 Input for Conceptualization of E-Government IIE-Government II

Three key desired outcomes by 2006Three key desired outcomes by 2006

Vision 2006Vision 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 CUSTOMERSKey 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-serviceExperience

Key Outcome 2: CONNECTED CITIZENSKey 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 StakeholderCitizen as Stakeholder

Key Outcome 3: NETWORKED GOVERNMENTKey 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 2006E-Government Targets for 2006

• Implement 12 more cross-agency integrated e-services

• 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

• 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 Implementing the E-Government Action Plan IIAction 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 Overview of

e-Government Research in NUSe-Government Research in NUS

And And

Research Collaboration OpportunitiesResearch Collaboration Opportunities

Current ProjectsCurrent 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 ProjectsCompleted Projects

• GeBiz • Agency: SCO (DSTA)

– Focus: G2B: Tele-Cooperation Perspective of e-Gov

– Key Finding:

Tele-cooperationTele-cooperation Among Public Agencies is Among Public Agencies is the Fundamental Challenge of any e-the Fundamental Challenge of any e-

government Initiatives 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: 3 253-269.

E-Filling - IRASE-Filling - IRAS

• E-Filing

– Agency: IRAS– Focus: G2C – Closing the Gap between Government Services and the

citizens – Key Finding:

Managing Citizens’ Growing ExpectationsManaging Citizens’ Growing Expectations of on-line Government Services of on-line Government Services is a key success factor of e-government initiativesis 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)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 4 Types of Knowledge Conflicts found in the inter-agency collaborationcollaboration

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 2004.

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 NUSResearch Collaboration with NUS

• Knowledge Management Laboratory in NUS http://kmlab.comp.nus.edu.sg

• 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 CONCLUSION: Why E-Government For Singapore?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 SingaporeFuture 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-GovernmentPublications 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 2004.

• 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): 269-281.

• 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: 3 253-269.

Thank YouThank You

&& http://kmlab.comp.nus.edu.sghttp://kmlab.comp.nus.edu.sg

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

E-GOVERNMENT The Journey of Implementing E-GOVERNMENT: A Singaporean Experience Dr Shan L PAN Coordinator Knowledge Management Laboratory Department of.

Documents

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public service

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govt eservices

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desired outcomes of