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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"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


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.

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

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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