Technology is changing how citizens and businesses interact with the Government, and how Government engages citizens and businesses.
Key to this is taking a more “outside-in” approach to how we design, develop and deliver digital services. Increasing our focus on user experience is transforming the online experience for citizens.
During GovTech’s formation in 2016, we undertook some important strategic shifts to drive digital transformation in the Government.
We are much more intentional about the entire life cycle of a product, from initiating more proactive user research to ensure solutions are anchored in real user needs, to designing for on-going sustainability by setting up operational teams to deliver continuous product improvements. Products are no longer conceptualised internally nor simply handed over on delivery to an agency.
Second, we are driving continuous citizen engagement throughout the product life cycle. Through iterative design and prototyping, immersive user testing in our UX Labs, and building up a community of Tech Kakis to gather more diverse views to early concepts and ideas, we are co-creating solutions with citizens, rather than thinking we have all the answers.
Ultimately, this enables GovTech to deliver even more easy-to-use, accessible and secure digital government services that improve lives for citizens and businesses.
Launched in 2003, Singapore Personal Access (SingPass) allows users to access over hundreds of digital services provided by more than 60 government agencies easily and securely. To better meet users’ needs, SingPass was enhanced in July 2015 to include an improved user interface, mobile-friendly features and stronger security capabilities, such as 2-Step Verification for transactions involving sensitive data.
Given the diverse user base and evolving technology landscape, we are constantly exploring new technology to help our users transact more safely and conveniently online. This includes introducing software-based security tokens (soft token) progressively to users.
MyInfo is a consent-based personal data platform, designed to facilitate faster and easier digital transactions. It pulls users’ personal data across participating Government agencies to fill out digital forms, which helps citizens save time, and will eventually remove the need to provide supporting documents as verifications during transactions. To improve a citizen’s overall transactional user experience, MyInfo is also currently being piloted within the banking industry, and will be integrated with most SingPass digital services by middle 2018.
The Government's one-stop portal offers publicly-available datasets from 70 public agencies. To date, more than 100 apps have been created using this open data. Open Data sharing is one of the priority areas for Singapore’s Smart Nation vision. By releasing data, the government aims to unlock economic value, enable quality research and deepen public participation and engagement. Through the active use of data visualisations and data-driven blog posts, the portal aims to make government data relevant and understandable to the public.
The OneService app, for example, was built by a team of seven developers in nine months. OneService makes it convenient for citizens to provide feedback on municipal issues such as those related to illegal parking, noise, infrastructure maintenance and cleanliness. Feedback can be easily provided by taking a snapshot and providing some information, which will be routed to the relevant agencies for follow up.
Beeline is an open, cloud-based smart mobility platform developed to provide data-driven shuttle bus services for commuters. Through Beeline, commuters are empowered to “crowd-start” and activate more direct, private express bus routes that cater to their travel needs, especially during peak periods. Beeline bus routes are adaptive where new routes are activated based on commuters’ demand and existing routes may evolve over time.
To design and deliver user-centric services to benefit citizens, businesses and Singapore as a whole, we want to engage citizens earlier and more often in the product development journey. Tech Kaki is an online citizen insight community that is open to all citizens, regardless of their level of tech-savviness. We invite the community to collaborate with us by sharing their experiences and ideas to make GovTech’s upcoming digital products and services better.
The Ask Jamie Chatbot is integrated to the Ask Jamie Virtual Assistant (VA), which has been implemented on more than 30 government agency websites, such as Ministry of Education (MOE), Singapore Land Authority (SLA) and Municipal Services Office (MSO). The VA technology helps to answer pressing questions by citizens who prefer to search for information on their own, and in turn, manpower can be re-directed to handle more complex queries and issues.
‘Ask Jamie’ is now available on popular messaging platforms such as Facebook Messenger, Skype and Telegram. Beyond general enquiries, GovTech is also exploring expanding ‘Ask Jamie’ to help users complete simple transactions to help users complete simple transactions with the government.
This portal lists crowdsourcing activities that leverage on the public’s knowledge to solve problems and issues that Singapore may be facing. Look out for contests for ideas generation, app development competitions, hackathons and campaigns.
- CorpPass is a corporate digital identity for businesses and other entities (such as non-profit organisations and associations) to transact with Government agencies online.
- This portal brings government grants for businesses into one place, so it's easier to find and apply for the grants that users need. As more agencies come on board, more grants will be made available on the site.
The InnoLeap Series offers a number of platforms that serve as a catalyst for transforming problem statements into innovative solutions in a digital ecosystem. These include workshops, sharing sessions, clinics and virtual exchanges.
The Translational Research and Development for Application to Smart Nation (TRANS) Grant funds translational R&D and technology or process innovations in areas that are aligned to Singapore’s Smart Nation Programme.
The National Trade Platform (NTP) is a trade and logistics IT ecosystem connecting businesses, community systems and platforms, and government systems. It aims to be a one-stop trade information management platform for the trade and logistics industry, as well as adjacent sectors such as the trade finance industry.
WOGAA (Whole-of-Government Application Analytics) aims to uplift the standards of all Government’s websites and digital services through a one-stop and instantaneous monitoring of all government digital services. This capability will help us quickly identify gaps in digital services delivery and intervene effectively through a data-driven approach.
Nectar provides a platform-as-a-service (PaaS) for hosting government digital services. It enables government agencies to host a variety of development tools and other content, including APIs, web, mobile and data science apps.
APEX (API Exchange) is a centralised data sharing platform for agencies to share data conveniently and securely through application programming interfaces or APIs. It facilitates data-driven decision-making and delivery of digital services. With APEX, public agencies can manage and maintain their data APIs and data consumption in real-time as well as save manpower hours.
The Courts of the Future is a suite of initiatives that range from promoting self-help solutions for litigants and lawyers to enhancing the efficiency and effectiveness of the Judiciary systems through data analytics and Artificial Intelligence.
The IT Roadmap for the Courts of the Future was developed by the Singapore Judiciary (Supreme Court, State Courts and Family Justice Courts) together with GovTech. The agencies embarked on a strategic “future ready” study to identify technology opportunities to better anticipate and meet the future needs of Court Users with an emphasis on accessibility, quality and timeliness.
The Integrated Criminal Case Filing and Management System (ICMS) has transformed the criminal justice landscape from a paper-based process to an electronic one. A multi-agency project led by State Courts, ICMS interlinks all stakeholders in the criminal justice landscape into one integrated criminal justice eco-system.