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.
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.
Roundtable - Mothusi Bruce Rabasha Palai, Feng Tie, Ashraf Hassan Abdelwahab
The Ethos Roundtable brings together thought leaders and practitioners to discuss key issues of interest to the public service. In this session, three eminent participants in Singapore’s inaugural Leaders in Governance Programme reflect on the evolving challenges facing public sectors around the world today.
Article - June Gwee
Design thinking approaches could catalyse breakthrough innovations in public service delivery.
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.
How can we measure the public sector’s bottomline? Accenture’s Ng Wee Wei advocates an outcome-oriented approach based on the concept of public value.
Article - Ang Hak Seng
ERM could serve as a shared platform for understanding complexity and assessing trade-offs at the whole-of-government level.
Opinion - Aaron Maniam
Public service training and development should evolve in tandem with the dynamic, relational modes of governance that are emerging.