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Redesigning the Service Experience

Article  -  June Gwee

Design thinking approaches could catalyse breakthrough innovations in public service delivery.

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.

The Changing Face of Government

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.

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.

Strategic in Outlook, Nimble in Execution: Strengthening the Centre in Government

Article  -  Ng Chee Khern

To stay strategic in outlook and nimble in execution, the Singapore Armed Forces restructured its chain of command. Should the rest of the public sector follow suit?

Reviewing Whole-of-Government Collaboration in the Singapore Public Service

Article  -  Kharina Zainal

Findings from a 2010 survey offer ways to improve collaboration among government agencies.

Reclaiming Public Administration

Article  -  Jocelyne Bourgon

After thirty years of reform and experimentation, it is now time to outline a new, integrated model of public administration more relevant to the complex challenges of today, argues Jocelyn Bourgon, President Emeritus of the Canada School of Public Service.

Ethics in Public Administration: Are We Teaching What Can’t be Taught?

Opinion  -  Celia Lee

CSC researcher Celia Lee makes a case for the systematic cultivation of ethical thinking and moral development in public administration.