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.
CPFB's iCare Advantage
Interview - Lim Boon Chye, Stephanie Ng
Two senior managers from the Central Provident Fund Board discuss the strategic benefits of the agency’s iCARE customer information system.
MOM's Smarter Service Initiatives
Article - Roslyn Ten
Customer demand and limited resources drive front-line and backend process redesign at the Ministry of Manpower.
Nudges: Why, How and What Next?
Article - Kok Ping Soon
What does the use of behavioural insights mean for public policymaking and service delivery in Singapore? A practitioner shares his views.
Using Data to Create Better Government
Opinion - Diaan-Yi Lin, Vidhya Ganesan
Public agencies in Singapore and elsewhere have already begun to use data analytics to transform public policy thinking and delivery.
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.
Gearing the Public Service for SG100
Article - Peter Ong
Singapore’s Head of Civil Service charts new directions for the public sector as the nation looks forward to its next decades of growth.
Rethinking Public Service Delivery for the 21st Century
Opinion - Janine O'Flynn
It is time to rethink public service delivery: just who are the providers of public services? When should governments externalise?
Commissioning Public Value: The Role of Civil Servants
Article - Peter Shergold
Civil servants should see themselves as the architects of new, flexible, cross-sectoral arrangements for creating greater public value.
Intentional Public Engagement: The Next Phase of Government-Citizen Relations
Article - Yeoh Chee Yan
Public engagement in Singapore should become more purposeful, meaningful and integrated across traditional institutional and sectoral boundaries.