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
Key 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 Stakeholder
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 Security
Enhancing ICT
Management
From
To
E-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 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
Overview of
e-Government Research in NUS
And
Research Collaboration Opportunities
Current Projects
Organization as a Convener in e-Collaboration: An Empirical Study of Dominant Modes of Convener Behavior (Feedback Unit)
E-Services Methodology Training Workshop in IDA (an Action Research)
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.
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).
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
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
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
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
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.
Thank You
&
http://kmlab.comp.nus.edu.sg
We wish to acknowledge the support from IDA of Singapore
