The eCitizen Portal - Integrating Government Services Online in Singapore |IT and Systems|Case Study|Case Studies

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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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Background Note

Singapore started its journey of e-governance in 1980 with the formulation of a 5-year National Computerization Plan (NCP - 1980-1985) by the Committee for National Computerization (CNC)...

The eCitizen Portal

The eCitizen portal was established as a pilot project in 1997. Owned by the Ministry of Finance (MoF) and managed by the Info-Communications Development Authority (IDA), the eCitizen portal aimed at revolutionizing the way citizens interacted with government agencies...

The Challenges Faced and Measures Taken

The Singapore government overcame several hurdles to make the portal project successful. Though the basic infrastructure for implementing the portal project was developed in quick time, the major challenge before the government was ensuring that the different government agencies used a common architecture for the deployment of various e-services so that they could be interoperable and compatible with each other.

Another challenge was to ensure the continuous availability of funds so that the project did not get interrupted due to lack of funds. In addition, the Singapore government had to address many issues raised by the electronic provision of services...

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Reaping the Benefits

The eCitizen portal provided several benefits to the government as well as citizens...

The New Initiatives

The Singapore government continued its efforts to introduce new services and improve the portal's features (such as navigation and search results). In May 2002, the government launched a new service known as Application for Passport Online Electronic System or APPLES.

Using this service, citizens could apply, pay and submit their passport application in one integrated online transaction. Thus, citizens now had to visit the passport office only once, to collect their passports. APPLES also helped government officers in many ways...


Exhibit I: Criteria for Stockholm Challenge Award
Exhibit II: Strategic Thrusts of Singapore's E-Government Action Plan
Exhibit III: Recognition & Awards Received by the Singapore Government
Exhibit IV: eCitizen Service Towns
Exhibit V: Family Town Services
Exhibit VI: Services Provided by the eCitizen Portal for Businesses 


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