Singapore to redesign digital services across agencies

Agencies take data and processes online to prepare.

Singapore’s Ministry of Finance has announced a redesign of digital services across agencies. Services will be made “simpler to use and easier to access, including providing more services on mobile devices”, said Senior Minister of State for Finance Sim Ann yesterday. The new approach means that agencies will need more accurate data on citizens’ history and needs. By 2020, six key agencies will have most of their processes and records online, Ann said. These are the Immigration and Checkpoints Authority (ICA), Internal Revenue Authority, Ministry of Manpower, Supreme Court, State Courts, and VITAL - the government’s shared services unit. For example, ICA will digitise its records and use case management systems. Users will need to submit their documents to ICA only once and there will be better coordination across its units. The Ministry of Manpower has already started on this change with online renewal of work permits for foreign domestic workers, Ann said. This resulted in a 40% reduction in call centre enquiries, and 56% of renewals completed directly by employers, rather than through agents. Meanwhile, the new $100 million National Trade Platform will connect businesses in logistics and trade. The service will offer tools to digitise documents and share data within and across businesses, allowing them to better monitor cargo and manage their resources. Businesses will also be able to build new tools on the platform as needs arise.