Interview - Ng Hock Keong
Singapore’s Central Provident Fund Board (CPFB) has won many accolades for its service excellence and innovations such as the groundbreaking my.cpf online portal. Ng Hock Keong, the Quality Service Manager (QSM) behind many of CPFB’s service initiatives, shares his views on the challenges of change in a mature service-oriented agency responsible for over three million members.
Interview - Lim Boon Chye, Stephanie Ng
Two senior managers from the Central Provident Fund Board discuss the strategic benefits of the agency’s iCARE customer information system.
Article - Roslyn Ten
Customer demand and limited resources drive front-line and backend process redesign at the Ministry of Manpower.
Article - Kok Ping Soon
What does the use of behavioural insights mean for public policymaking and service delivery in Singapore? A practitioner shares his views.
Opinion - Diaan-Yi Lin, Vidhya Ganesan
Public agencies in Singapore and elsewhere have already begun to use data analytics to transform public policy thinking and delivery.
Opinion - John Lim, Lee Chong Hock
Lee Chong Hock and John Lim from the PS21 Office examine the challenges that face the Singapore Public Service, as it reaches beyond individual service excellence towards Whole-of-Government outcomes.
Article - Peter Ong
Singapore’s Head of Civil Service charts new directions for the public sector as the nation looks forward to its next decades of growth.
Opinion - Janine O'Flynn
It is time to rethink public service delivery: just who are the providers of public services? When should governments externalise?
Article - Peter Shergold
Civil servants should see themselves as the architects of new, flexible, cross-sectoral arrangements for creating greater public value.