Accenture's fifth annual global e-government study

Singapore
2004 Rank: 2 (joint)
2003 Rank: 2
2002 Rank: 2
Vision introduced: 2002
Vision title:
E-government Action
Plan II
Vision summary:
To be a leading eGovernment to better serve the
nation in the digital economy.
Regular Internet users (percent of population):
48.17 percent
Regular Internet users who have ever visited an
eGovernment site: 79 percent
Singapore
Singapore once again proved its eGovernment
prowess, maintaining its number two position (joint
with the United States) in the rankings for the fourth
year in a row. While it made only modest improvements
in the breadth and depth of its services
(which are already among the most mature of all
the countries surveyed), its customer relationship
management score improved by 19 percent. Nine
of its services improved from a publish level or
interact level to a transact level.
Singapore updated its eGovernment action plan
in 2003, setting five new strategic priorities and
outlining six new programs to carry the country
forward to 2006. Singapore’s action plan intends
to achieve three outcomes: delighted customers,
connected citizens and networked government. It
emphasizes being both proactive and responsive.
It also stresses exploiting the strong eGovernment
foundations put in place between 2000 and 2003 and
translating them into real benefit for individuals and
businesses (www.egov.gov.sg/egovt_action_planII.htm).
To achieve these goals, the government plans to
invest S$1.3 billion over the next three years to
upgrade infrastructure, develop capabilities and
further improve electronic public services. The
Infocomm Development Authority of Singapore
(www.ida.gov.sg) also intends to invest S$30 million
annually to seed pilots and trials that will develop
capabilities in mobile services, Web services and
portals, wired and wireless network infrastructure
and other promising areas.
The effect of these investments should be well
worth monitoring, given Singapore’s proven track
record for delivering effective online services to its
customers. The year 2003 was no exception, with
a number of noteworthy innovations.
The .NetMySingapore initiative is a strategic partnership
between the Infocomm Development Authority
of Singapore, Microsoft and NTUC Income for
exploring opportunities created by Web services
technology. Through this partnership, government
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