The Journey of Implementing EGOVERNMENT:

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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 pansl_at_comp.nus.edu.sg www.comp.nus.ed
u.sg/pansl
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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)

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

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

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

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Roles IDA Plays

• Regulator
• Formulate clear and transparent policies to
  ensure a fair and balanced competitive
  environment
• Industry Developer
• Work closely with private sector to create a
  vibrant environment for IT in Singapore
• Promoter
• Encourage foreign InfoComm companies to locate
  and partner with in Singapore
• Government CIO
• Drive implementation of the Singapore e-Government

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Governance
IDA (Govt Chief Info Office (GCIO))
Ministry Of Finance (e-Government
Owner)
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Governance

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

Public Sector InfoComm Steering Committee
Public Sector InfoComm Review Committee

IDA (Govt Chief Info Office (GCIO))
Ministry Of Finance (e-Government
Owner)
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Governance
Committee of Permanent Secretaries
E-Govt Policy Committee

• Sets 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

Public Sector InfoComm Steering Committee
Public Sector InfoComm Review Committee

IDA (Govt Chief Info Office (GCIO))
Ministry Of Finance (e-Government
Owner)
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Management

• 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

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

• 5 Thrusts
• Reinventing Government
• Delivering integrated electronic services
• Being proactive and responsive
• Using ICT to build new capabilities capacities
• Innovating with ICT

InfoComm Education
Knowledge Management
Governance Management
6 programs
Robust InfoComm Infra
Government Businesses
Government Citizens
Operational Efficiency Improvement
Technology Experimentation
Electronic Service Delivery
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What does this mean to the public?
Savings in time money thru one-stop shops

• 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

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
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Awards and Recognitions

• Ranked 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)

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Conceptualizing the e-Government Action Plan II

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

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

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To Begin

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

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Overview of Master Planning Exercise
To develop e-Government Action Plan II
(FY2003-FY2005)
PHASE 1
PHASE 3
PHASE 2
Planning
Envisioning
Consolidation

• Form project org structure
• Seek stakeholder feedback/ ideas
• Propose refine themes
• Source appoint external consultants

• Synthesize e-Govt Action Plan II
• Seek endorsement from key committees
• Approval for funding

• Brainstorm for ideas
• Work with external consultants for intl
  perspective
• Propose new program projects

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Input for Conceptualization of E-Government II
Internal Stakeholder Feedback Interviews with
Permanent Sec. Visioning Theme Workshops
External Stakeholder Feedback Focus Group
Discussions Public Surveys
E-Govt Action Plan II
External Consultancies
Cross-agency Project Committees
Environmental Scans
Service-wide data collection on projected ICT
needs
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Three key desired outcomes by 2006
Vision 2006
Delighted Customers E-services Advantage Convenien
t 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
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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
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Key Outcome 2 CONNECTED CITIZENS
Engaging Citizens Thru Active Consultation
Virtual Communities

• 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

E-community to support overseas Singaporeans
civic society
Citizen as Stakeholder
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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 Management
Enhancing ICT Security
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From
To
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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

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Implementing the E-Government Action Plan II

• Ministry 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 Owners
• Owners identified for each of the Strategic
  Priorities to drive the respective programs and
  work with the individual Ministries agencies

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

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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 3 253-269.
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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).

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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 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
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Research 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

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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

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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

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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 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.

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Thank You http//kmlab.comp.nus.edu.sg
We wish to acknowledge the support from IDA of
Singapore for providing some of the presentation
materials