The eCitizen Portal - Integrating Government Services Online in Singapore
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Case Details:
Case Code : ITSY021
Case Length : 15 Pages
Period : 1997-2002
Pub Date : 2003
Teaching Note :Not Available
Organization : Singapore's eCitizen portal Industry : Information Technology
Countries : Singapore
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"If the world is a network and you need to plug in at
the most convenient point, where the bandwidth is greatest, it would be
Singapore. We are your most convenient plug-in point in Southeast Asia."
- George Yeo, Trade and Industry Minister, Singapore.1
Introduction
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In October 2002, Singapore's eCitizen portal2
was declared the winner of the prestigious Stockholm Challenge Award3
in the e-government category. The portal won this award for being one of the
best e-government initiatives for improving service delivery and interaction
with citizens.
The competing e-government projects were evaluated on the basis of four
criteria, namely, Innovation, User needs, Transferability and Accessibility
(Refer Exhibit I). A project was given additional points if it aimed at
promoting social equality. Evaluation was also done on the basis of the
project's impact on people, society, and the surrounding environment at large.
The eCitizen portal was a customer-centric, integrated, one-stop online access
point for information on the Government of Singapore and its public
services. |
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It revolutionized the manner in which government-to-citizen (G2C) and
government-to-business (G2B) interaction took place. Citizens simply had to
enter their user ID and password on the portal to access the services of
various government agencies. The portal eliminated the need to log onto
several websites to access the services of different government departments. Explaining the features of
the portal, Panneer Selvan, Head (Managing for Excellence), Ministry of
Finance, said, "e-Government enables us to deliver public services with a
convenience, speed and accessibility never possible before.
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The eCitizen portal represents a transformation of the way government
services are delivered to the public.
The portal adds value to citizens by organizing government services
based on the needs of citizens rather than how government agencies are
organized. It integrates public services across government agencies, so
that we can deliver public services with one-stop convenience to
Singaporeans.
The eCitizen portal embodies the concept of "Many Agencies, One
Government" so that our citizens can enjoy greater convenience as well
as time and cost savings." |
Excerpts >>
1]
According to a report titled "Singapore: Asia's Plug-in point," posted on
www.internationalreports.net/asiapacific.
2] A web site that serve as a starting point to
other destinations on the Internet. Portals provide links to other sites in the
same subject area attempting to provide all of a user's Internet related needs
at one location. For example, they offers a broad array of resources and
services such as e-mail, online chat rooms, games, shopping, forums, search
engines content, news, travel information, stock quotes, horoscopes, weather,
and more.
3] The award aimed at identifying and rewarding
the innovative use of IT in areas such as citizen empowerment, education,
healthcare, economic development and environment. Its objective was to encourage
the participation of IT projects from all over the world and to help people
share knowledge and learn from accomplishments of others.
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