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Singpass Enhanced To Improve User Experience With Online Government Services

06 Nov 2007

Faster Password Reset, Added Security and New Public Hotline for Users

Come 25 November 2007, Singaporeans who have forgotten their Singapore Personal Access (or SingPass) password will be able to get it reset almost immediately. SingPass is a common online ID and password for users to transact with the Government online. The enhanced SingPass system will also have a single log-in page as compared to the current two-step process. The new features were unveiled today by the Ministry of Finance (MOF) and the Infocomm Development Authority of Singapore (IDA).

The new features were added in response to user feedback. Currently, users who have forgotten their passwords have to go to a SingPass counter to have it reset, or submit their request online for a new password to arrive by post four working days later. Now they can receive a new password online almost immediately. For added security, users are required to first answer questions about themselves correctly, before receiving a code on their pre-registered mobile phones and another code on the online screen. Users can then use these codes together to reset their password.

Commenting on the new features for SingPass, Ms Pauline Tan, Senior Director, Government Chief Information Office of the IDA said, "With increased online connectivity and mobility among infocomm users, the Government has to ensure that SingPass continues to serve users effectively and efficiently when they access government e-services."

Since the launch of SingPass in March 2003, the total volume of SingPass authentication transactions have increased from 4.5 million in 2003 to 18.9 million in 2006, representing a more than three-fold increase in usage over four years. The SingPass system today has three million registered users.

Starting from 25 November too, users can call the new SingPass hotline 68877377 or e-mail if they have queries or require assistance in using SingPass. The new hotline, SingPass website and system administration will be managed by CrimsonLogic Pte Ltd, who was appointed by the Government through a competitive tender to develop, operate and maintain SingPass in April 2006. SingPass was previously managed by the Central Provident Fund Board.

"The Singpass system is still owned by the Government. Safeguards will be put in place to ensure the continued smooth management of the system as well as maintain the strict confidentiality of user information," said Mr Fong Yong Kian, Director (Managing for Excellence) of the MOF.

Service Downtime during System Migration

There will be a planned data migration and system cut-over for the new SingPass features to take effect. The service downtime is planned over two Sunday mornings in November:

  1. 11 November 2007 from 12:00 am to 9.30 am; and
  2. 25 November 2007 from 12:00 am to 12:00 pm.

During these service downtimes, users will not be able to use their SingPass to log into e-services. The Government seeks user understanding for the interruption of service.