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.
Article - Penny Han
A successful transition to new service channels has transformed this traditional regulatory agency into an award-winning service provider.
Article - Rosina Howe-Teo
Since its inception in 2000, the Land Transport Authority’s ONE.MOTORING portal has become an indispensable online destination for the motor trade industry, vehicle owners and the general public.
Article - Teresa Lim
Singapore needs to develop T-shaped workers and a culture that favours innovation, collaboration, diversity and values.
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.
Interview - Jeff Popple
Jeff Popple, from Australia’s Department of Human Services, discusses their experience in integrating service operations across different agencies, in order to achieve large-scale synergies.
Review - Garvin Chow
With a pool of increasingly educated citizens, a knowledge-savvy workforce and highly competitive market forces, many governments are feeling the pressure to continually improve the quality of their public services.
Article - Ang Hak Seng
ERM could serve as a shared platform for understanding complexity and assessing trade-offs at the whole-of-government level.
Article - Pang Kin Keong
Public agencies looking to step up service delivery should invest in people-centred reforms and smarter data tools.
Article - Lena Leong, Aurora De Souza Watters
Two public agencies illustrate transformational strategies that could help organisations rethink and reinvent themselves for the future.