Today, a total of about 1,600 services that could be delivered electronically are already available online. Based on the latest e-Government Customer Perception Survey conducted in early 2006, 86% of customers who needed to transact with the Government in the past 12 months had done so electronically at least once. Out of which, 85% have expressed satisfaction with the overall quality of e-services delivered. 

However this does not mean that we can rest on our past achievements as new technologies continue to drive customers’ demand for more sophisticated e-services. To stay ahead, we will be constantly looking for new ways to improve the quality and richness of our e-services that best suits the needs and convenience of our customers.  In addition, we will continue our efforts to increase the reach of our e-services so that even more people can benefit from them.

Improving Richness of e-Services

One of the key strategies to improve e-service offerings, is to develop insights into customers’ needs as well as preferences and to enhance the quality of e-Services.  Acquiring a deeper understanding of our customers will allow us to anticipate their needs and deliver proactive, responsive e-services, through their preferred electronic channels. 

The other strategy is work to integrate processes and services across organisational boundaries, including those of private sector entities, with the aim of minimising the number of interactions between customers and Government in completing their transactions.  

Extending the Reach of e-Services

Anyone who wishes to transact online with the Government needs to be provided with easy and convenient access to do just that, regardless of whether he or she has the means to do so. CitizenConnect and BizHelper are initiatives aimed at achieving that. Citizens without access to the Internet can use facilities at CitizenConnect Centres in their neighbourhood Community Clubs, at no charge, to transact with Government.  Dedicated service staff will also be on hand to assist in using the e-Services.  Similar helper services are available for business owners for a nominal fee at privately-run BizHelper Centres.

We will also take advantage of our 100.8% mobile phone penetration rate  to extend the reach of e-services to our customers.  This will be particularly attractive to those professionals who are constantly on the move, since the mobile channel will undoubtedly be the most ideal touch point for transacting with the Government.  For example, the mPAL service by the Central Provident Fund Board, allows employers of fewer than 10 employees to submit their CPF contribution details in just three easy steps using a mobile phone. In the future, Government mobile services will adopt one SMS number. There will also be a standardised SMS message format to simplify the transaction process. This will provide to an easy and hassle-free way of transacting with the Government while on the move.