Delivering Excellent Public Service
E-Government
The second e-Government Action Plan (eGAPII)
was introduced in 2003 to achieve three desired
outcomes: “Delighted Customers”, “Connected
Citizens”, and “Networked Government”.
Beyond bringing services online, the three year
plan (FY2003 to FY2005) has made Government e-services
more convenient, user-friendly and accessible
to the public and encouraged active participation
in online public consultations and virtual communities.
The next public sector-wide Info-Communication
Technology (ICT) masterplan will be launched
in May 2006. It will focus on enhancing the reach
and user friendliness of eServices and creating
synergies in Government.
In FY2006, the Ministry expects to devote $25
million to further its e-Government initiatives
and projects. Major FY2006 initiatives and projects
include:
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Government-wide Customer Relationship
Management
The government-wide Customer Relationship
Management (CRM) programme will be introduced
in 2006. The programme will enhance convenience
and satisfaction to customers through personalised
e-services that provide customers with
a single view of their interactions with
different public agencies.
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Mobile-Government Services for Citizens
and Businesses
A mobile-Government, or m-Government,
programme will be launched as a key thrust
under the iGov2010 action plan. With the
high mobile phone take-up rate in Singapore,
m-Government offers another mode of access
to Government services to almost every
person on the street. Mobile technologies
open possibilities for new services that
were not possible before with the Internet
channel or counters, in particular, for
delivering timely and location-based services.
This will enhance the usefulness and convenience
of Government services to citizens.
 Examples
of m-services that have already been implemented
include: MINDEF’s overseas notification
service via Short Message Service (SMS)
for NSmen travelling overseas and CPFB’s “mPAL – My
Statement”, which allows customers
to check their CPF account information
even when they are on the move.
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CitizenConnect
 CitizenConnect
was started as a pilot project in Oct 2005.
With the People’s
Association as our partner, five CitizenConnect
centres have been set up in Community Clubs
across the island1. Besides
offering free access to Government online
services, trained assistance is also provided.
Located in HDB heartlands, the centres
aim to provide convenience to citizens
who require help in transacting online
with the Government.
The project will be reviewed once it has
stabilised, and there will be plans for
an expansion in the number of centres if
the review is positive. Long-term plans
include a network of CitizenConnect centres
spread geographically around Singapore.
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Unique Establishment Identifier
The Government is looking into the implementation
of a unique identification number for establishments
in Singapore. This identifier will be known
as the Unique Establishment Identifier
(UEI). Establishments in Singapore to be
issued with a UEI may include sole proprietorships,
partnerships, limited liability partnerships,
companies, firms, or any bodies of persons2 registered
with or licensed by a public agency in
Singapore.
Having a Unique Establishment Identifier
(UEI) for establishments in Singapore,
similar to the NRIC number for individuals,
will reduce the number of identifiers that
establishments have to use. A UEI will
also make interactions with the Government
simpler and faster. Basic non-confidential
information on establishments can be shared
more effectively across public sector agencies
to enable the delivery of better and more
personalised services to public.
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Centre For Shared Services
The Centre for Shared Services (CSS) will be
set up on 1 Apr 2006. The CSS provides efficient
and high-quality corporate services, such as
Human Resource (HR) and Finance services, to
public agencies. It enables public agencies to
share corporate resources through:
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Leveraging on economies of scale
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Streamlining, standardising and re-engineering
processes and infrastructure supporting
corporate services
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Training its staff to deliver efficient
and high-quality corporate services
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The sharing of corporate resources delivers
substantial savings to public agencies.
Creating a Financial Environment Conducive
for Free Trade and Enterprise
In our continual efforts to create a financial
environment conducive for free trade and enterprise,
we will be embarking on the following major initiatives
in FY2006:
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Development of TradeXchangeTM
TradeXchangeTM is a neutral IT platform
that will provide a single interface that
allows users to seamlessly access all the
Critical Systems, the Value Added Services
(VAS), TradeNet® and any
other end-user systems connected to the
common platform. It is envisaged that the
common platform will allow VAS providers
to develop and market innovative solutions
efficiently to end-users in the Trade and
Logistics sector, thereby enhancing the
capabilities and sophistication of the
sector.
In addition, the new TradeNet® system,
a core application within TradeXchangeTM,
will also have a more streamlined and simplified
permit structure.
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Low Cost Carrier (LCC) Terminal
Singapore
will be building a LCC Terminal for budget
airlines at Changi Airport which
will be operational by 26 March 2006. In
order to serve the travellers and facilitate
Customs clearance, resources will be deployed
to the Customs Duty Office & GST Refund
Counter at LCC round the clock.
The Customs Duty Office will handle the
collection of duties and GST by travellers
and investigate any revenue cases detected
at the checkpoint. The GST Refund Counter
will help to administer the Tourist Refund
Scheme and process travelers’ requests
for GST refund.
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Enhancements to Bizfile
Major
enhancements will be made to Bizfile, the
online e-filing system for business
entities and public purchase of business
information. They include developing a "My
Bizfile" portal that provides faster
access to public users for commonly filed
transactions. A new module will be added
for public accountants to transact with
ACRA on registration and other matters.
Changes in law are also incorporated in
online transactions to provide timely information
to the public.
ACRA's Bizfile
System
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1 The 5 CCs are Gek Poh Ville CC, Pasir
Ris East CC, The Serangoon CC, Toa Payoh Central
CC and Zheng Hua CC.
2These include representative offices,
charities, clubs, associations, societies, non-profit
organisations etc.
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