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Service Beyond Excellence

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.

Better, Faster, Cheaper: Service Transformation and Channel Migration at the Ministry of Manpower

Article  -  Penny Han

A successful transition to new service channels has transformed this traditional regulatory agency into an award-winning service provider.

Ten Tips: How to Create a Next Generation Public Service Super-Portal

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.

Sharpening Singapore's Edge: Insights from the IBM Experience

Article  -  Teresa Lim

Singapore needs to develop T-shaped workers and a culture that favours innovation, collaboration, diversity and values.

What Does It Mean to Optimise Public Service 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.

Integrated Sevice Delivery:The Australian Department of Human Services

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.

Book Review: Public Services at the Crossroads

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.

Enterprise Risk Management: Strengthening Singapore's Advantage

Article  -  Ang Hak Seng

ERM could serve as a shared platform for understanding complexity and assessing trade-offs at the whole-of-government level.

A New Paradigm for the Delivery of Public Services

Article  -  Pang Kin Keong

Public agencies looking to step up service delivery should invest in people-centred reforms and smarter data tools.

Enabling Organisational Transformation: Possibilities and Practice

Article  -  Lena Leong, Aurora De Souza Watters

Two public agencies illustrate transformational strategies that could help organisations rethink and reinvent themselves for the future.