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.
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.
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.
Leveraging Networks for Public Service Delivery
Article - Yeo Yaw Shin, Tang Tee Sing, Nicholas Mai
Are we on the brink of a golden age of public service delivery, rich in cross-sector partnerships and collaborative networks?
Leadership at a Time of Crisis
Article - Peter Shergold
Five key qualities are demanded of civil servants at a time of crisis, argues Professor Peter Shergold, a distinguished public service veteran and Senior Visiting Fellow at the Civil Service College.
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.
Modernising Public Sector Management: Recent Reforms in Western Australia
Article - Chris Stansbury, Alan Barrett
Legislative changes pave the way for greater public sector accountability, flexibility and collaboration.
Reinventing Singapore's Electronic Public Services
Article - Karen Wong
Building on its acclaimed online public services, Singapore is developing the next generation of truly interactive government technologies.
Open Government and Public Crowdsourcing in Practice
Article - Jairus Yip
Government efforts to engage citizens in collaborative public initiatives are still in their early stages, but there have been some successes.
