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E-govErnmEnt

Singapore’s website so that Singaporeans will or to speak to someone over the
phone to resolve an issue. Therefore
only need to provide personal data
integrated once, instead of doing so for every a multi-channel delivery strategy
should include a mix of conventional
electronic transaction.
government (iGov) The advent of e-government has its service channels as well as the
rapidly advancing ICT and mobile
programme origins in the Singaporean government’s telecommunication applications
that are becoming available.
decision to computerise the civil
service in 1981. The government’s
The Singapore government has imple- progressive and meticulously crafted • The current roll-out of broadband
mented an integrated government national ICT programmes established across South Africa will support the
(iGov) programme that is not only a strong foundation to transform provision of e-services and promote
about using electronic means to deliver the public service, coupled with a ICT literacy in communities. Mobile
integrated services at the front-end, holistic e-government framework. technology could be used to deliver
but more importantly, also integrates Over a 20-year period the govern- new and innovative services. For
the government internally. This involves ment introduced many e-government citizens who do not have access
integrating processes, systems and services, ranging from simply providing to such devices, consideration
information. Information Communication information to conducting complex should be given to establishing
Technology (ICT) is now an integral part business transactions. Among the ICT-equipped community centres,
of the government’s operations. Various distinguishing features of the Singapore including walk-in ICT centres and
e-government channels have been e-transformation journey are committed mobile kiosks. Services that could
developed, including: political and public service leadership; be provided at such facilities
• m-government: the objective public-private collaboration; investment include basic communications,
of this initiative is to increase the in competitive information infrastructure; such as voice, facsimile, e-mail
adoption of mobile services. It and early attention to ICT literacy and and the internet. The latter
includes a shared mobile number user adoption capability. provides access to public and
repository, a mobile payment quasi-public sector services such
solution, and a common mobile take away points as telemedicine and distance
authentication system for access education, municipal government
to all Singapore’s e-services and • As citizens become more ICT services and private sector services
m-services. Although each user has literate they are likely to develop such as telecommuting.
a unique password, a common SMS higher expectations about how
number is used for all government services and information should conclusion
services. This makes it easier for be provided. The impact of
users who only need to remember technological transformation These case studies show that modern-
one password when transacting will become even greater in the isation initiatives take time to develop
with various services and do not future as the demographic group and mature. Political championship, top
have to remember a different born after the 1990s spend more level leadership and longer-term funding
telephone number for each agency. time online participating in social are important, as are clear digital
• citizenconnect centres: to networks, and generating and strategies, appropriate governance
assist citizens or residents who consuming large amounts of arrangements and institutional frame-
do not have access to, or who information. works. E-government, in particular,
need help with, a computer or takes time to implement as it generally
the internet to transact online with • As technology progresses, more requires a comprehensive restructuring
government. Such centres have and more service delivery channels of government infrastructure, systems
been established across the island. are likely to become available. It will and processes and the development of
CitizenConnect officers assist the become necessary for governments a tech-savvy workforce. n
public to transact services online, to engage citizens and other
help them to find information from service users about how delivery
government websites and to contact mechanisms should be crafted.
government agencies. Each centre
is equipped with internet-enabled • Service analysis will be required to
PCs. identify the most suitable channels
for service delivery and user
• ecitizen portal: The portal (www. segmentation. User monitoring
ecitizen.gov.sg) organises services could also assist to identify
based on the needs of citizens particular user preferences.
rather than how government
agencies are organised. It has • Technology alone cannot guarantee
eliminated the need to log onto that the benefits of multi-channel
several websites to access the service delivery will reach all
services of different government parts of society. Some groups and
departments. individuals who are not comfortable
with new technologies may strongly
• A feature called myinfo has also prefer to use face-to-face channels
been introduced on the eCitizen

Volume 11 No. 3 of 2018 | SERVICE DELIVERY REVIEW 19