Good Practices and Innovations in Public Governance 2003-2011

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Good Practices and InnovATIONS in Public Governance 2003 Category 1 Improvement of Public Service Results Region Country Winner Description Pg Asia and Singapore Infocom Development Building confidence amongst businesses and 399 the Pacific Authority, TrustSg Programme consumers so as to spur e-Commerce growth Europe and North Am. Greece Call Centre 1502, Ministry of Interior Obtaining official documents made easy by integrating services into a “One-Call-Shop” 402 Latin Am., Caribbean Bolivia National Customs Services of Bolivia Introducing a client oriented service culture by reforming the country’s Custom Administration 404 Western Asia Oman Cleanliness of Muscat Municipality Dealing with the issue of urban cleanliness by providing and maintaining municipal services 406 Singapore Greece Bolivia Oman 398
2003 Category 1: Singapore Asia and the Pacific Singapore 2003 Category 1 Winner Infocom Development Authority (IDA) National Trust Council and TrustSg Programme Singapore Description Building confidence amongst businesses and consumers in order to spur e-Commerce growth in Singapore. The Problem To encourage accreditation of reliable e-commerce websites through the use of trust marks and third-party certification processes. The Solution The process started with the establishment in 2001 of the National Trust Council (NTC) and the conceptualization of the TrustSg Program, a nationwide trust mark initiative aimed at addressing the private sector’s concerns. Since the launch of the TrustSg Program, NTC and IDA have been actively accrediting online businesses as well as organizing and supporting various marketing activities to boost consumer confidence in online transactions. Existing and potential Trust Mark providers such as trade associations, chambers of commerce and businesses are encouraged to accredit themselves under the TrustSg Program. If their Code of Practice meets the standards set by NTC, they will be appointed as Authorized Code Owners (ACO) and given the authority to award the TrustSg seal to the online businesses within their industry. NTC, with the support of IDA, has also put in place an effective system to answer questions and complaints. ACOs affiliated in the TrustSg Program are required to come up with a way to address questions involving its accredited businesses. The mechanism must include either internal procedures for answering complaints or other procedures facilitating Alternative Dispute Resolution (ADR) methods. NTC is charged to specifically look into areas of trust marks, risk and fraud management, as well as good practices in e-commerce. Its main objectives are to: • Help businesses and consumers increase trust and confidence in e-commerce; • Develop and promote the TrustSg Program; • Develop and promote the best e-business practices and trustworthy e-commerce environment; 399
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Page 417 and 418: 2004 Category 3: Malaysia NPC champ
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Page 427 and 428: 2003 Category 1: Greece The agencie
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Page 435 and 436: 2003 Category 2: MEXICO • Creatio
Page 437 and 438: 2003 Category 2: Egypt • Integrat
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Page 455 and 456: The Impact of the UNPSA on InnovATI
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Page 461 and 462: Lessons Learned on InnovATION in Go
Page 464: This publication provides an overvi
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Good Practices and Innovations in Public Governance 2003-2011

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