Challenges in delivering cross-agency integrated e-services: The OBLS project

Abstract

This case study describes how the Ministry of Trade and Industry, and the Infocomm Development Authority, as lead agencies, jointly initiated and managed the implementation of a one-stop business licensing portal called OBLS (Online Business Licensing Service – https://licenses.business.gov.sg/) in the Singapore public sector. While mandate from the top for this strategic cross-agency project was strong, there were many hurdles in the form of people, process and technology that had to be overcome. The case study highlights these issues and challenges, and illustrates how they were successfully overcome for delivering cross-agency integrated e-Service for new business license application.

Appendices

Appendix A

See Table A1.

Table a1 Project milestones

Appendix B

License review and reengineering model

See Figure B1.

Figure B1

License review and reengineering model.

Appendix C

OBLS screens

See Figures C1, C2, C3, C4 and C5.

Figure C1

Main website: www.business.gov.sg.

Figure C2

New application.

Figure C3

Renewal.

Figure C4

Update information.

Figure C5

Terminate.

Appendix D

List of government agencies

• 1 ACRA (Accounting & Corporate Regulatory Authority): ACRA is a government statutory board that aims to provide a responsive and forward looking regulatory environment for companies, businesses and public accountants, conducive to enterprise and growth in Singapore. Its main areas of operations are: facilitating potential businessmen to Singapore, maintaining a high standard of professional standards of auditing and monitoring companies' compliance with accounting standards. Website: http://www.acra.gov.sg/

• 2 AVA (Agri-Food and Veterinary Authority): The AVA is a statutory board established on 1 April 2000 to carry out the responsibilities of the Primary Production Department (PPD). Its main areas of operations are: ensuring food safety, safeguarding animal & plant health, safeguarding animal welfare, promoting agro-technology, continuing research & development and facilitating trade. Website: http://www.ava.gov.sg/

• 3 CPF (Central Provident Funds): CPF is a government agency that aims to provide the best national savings scheme for the Republic of Singapore, thus ensuring that Singaporeans can enjoy a secure retirement. Website: http://www.cpf.gov.sg/

• 4 FSSD (Fire Safety and Shelter Department): FSSD is department of SCDF that ensures that the highest fire safety standards are upheld in Singapore. All building planners and owners must submit a building plan that complies with fire safety, shelter codes and technical guidelines, in order to receive a Fire Safety Certificate or temporary Fire Permit. FSSD issues and renews these licenses as well as those for petroleum storage and transportation and users of dangerous or hazardous chemicals and devices. It also backs up these standards by conducting enforcement checks on fire hazards.

• 5 HDB (Housing Development Board) HDB is a government agency set up in 1960, as a statutory board of the Ministry of National Development. Its mission is to build affordable homes of high quality, in integrated environments that meet modern lifestyle needs. Website: http://www.hdb.gov.sg/

• 6 IDA: IDA is a statutory board of the Singapore Government. It operates under the Ministry of Information, Communications and The Arts (MICA). Its main responsibilities are: fostering a competitive world-class infocomm industry in Singapore, preparing residents for living and working in the ‘New Economy’, spearheading the delivery of citizen-centric e-Government services, regulating the telecoms industry in Singapore, building and operating the government's IT infrastructure. Website: http://www.ida.gov.sg/

• 7 IRAS (Inland Revenue Authority of Singapore): IRAS is a government agency that deals with the administering, assessing, collecting and enforcing of tax payments. It also advises the government and represents Singapore internationally on matters relating to taxation. Website: http://www.iras.gov.sg/ESVPortal/Home/index.asp

• 8 LTA (Land Transport Authority): LTA is a statutory board under the Ministry of Transport that spearheads land transport developments in Singapore. It plans the long-term transport needs of Singapore, taking care of those who drive as well as those who take public transport. Website: http://www.lta.gov.sg/

• 9 MCYS (Ministry of Community Development, Youth and Sports): MCYS is a Government agency with the aim to build a cohesive and resilient society by fostering: socially responsible individuals inspired and committed youth, strong and stable families, caring and active community and sporting people. Website: http://app.mcys.gov.sg/web/home_main.asp; http://www.childcarelink.gov.sg/

• 10 MDA (Media Development Authority): The MDA was formed by the merger of the Singapore Broadcasting Authority, the Films and Publications Department, and the Singapore Film Commission (SFC), on 1 January 2003. The setting up of MDA is in response to the convergence of different media that requires a consistent approach in developing and managing the different forms of media. The role of MDA is to promote the growth of the media industry and manage content to protect core values and safeguard consumers' interests. Website: http://www.mda.gov.sg/

• 11 MEWR (Ministry of the Environment and Water Resource): MEWR is a government agency that aims to provide Singapore with a quality living environment and a high standard of public health, protected against the spread of communicable diseases. Website: http://app.mewr.gov.sg/

• 12 MITA (Ministry of Information, Communications and the Arts): MITA is a government agency that aims to develop Singapore into a global city for information, communications and the arts, so as to build a creative economy, gracious community and connected society with a Singaporean identity rooted in her multicultural heritage. Webpage: http://www.mica.gov.sg/

• 13 MOE (Ministry of Education): The MOE is a Government organization directs the formulation and implementation of education policies. It has control of the development and administration of the government and government-aided primary schools, secondary schools, junior colleges, and a centralized institute. It also registers private schools. Website: http://www.moe.gov.sg/

• 14 MOF (Ministry of Finance): MOF is a government agency that aims to advance the well-being and development of Singapore through Finance. The main areas of operations are: providing a financial environment conducive to business, ensuring superior stewardship and prudent investment of public funds and formulating policies and frameworks that enhance excellence in the public sector. Website: http://app.mof.gov.sg/

• 15 MOM (Ministry of Manpower): MOM is a government agency with the aim to achieve a globally competitive workforce and great workplace, for a cohesive society and a secure economic future for all Singaporeans. Website: http://www.mom.gov.sg/

• 16 MTI: MTI is a government agency that aims to promote high and stable levels of economic growth and employment, so that all Singaporeans have ample opportunity to improve their standards of living. The main areas of operations are: facilitating the development of industry sectors, protecting Singapore's international trade interest and providing a good understanding of the current state of and outlook of Singapore for policy formulation. Website: http://www.mti.gov.sg/

• 17 NEA (National Environment Agency): NEA is a Government agency formed under the Ministry of the Environment and Water Resources (MEWR) on 1 July 2002 to focus on the implementation of environmental policies. Under the NEA, the divisions of Environmental Protection, Environmental Public Health and Meteorological Services work together to ensure a quality environment for Singaporeans, for now and for generations to come. Website: http://app.nea.gov.sg/

• 18 SPF (Singapore Police Force): SPF is a government agency that upholds the law, maintain order and keep the peace in Singapore. Website: http://www.spf.gov.sg/

• 19 SPRING (Standards, Productivity and Innovation Board): Spring Singapore is an entity within MTI that is entrusted with sustaining Singapore's productivity, growth, and business competitiveness targeting at the small and medium enterprises in particular. SPRING's mission is to enhance the competitiveness of enterprises for a vibrant Singapore economy. It encourages enterprise formation and growth, facilitate the growth of industries, enhance productivity and innovation and capabilities of enterprises, and help increase access to markets and business opportunities. Its vision is to nurture a host of dynamic and innovative Singapore enterprises. Website: http://www.spring.gov.sg/portal/main.html

• 20 STB (Singapore Tourism Board): The STB is an economic development agency for one of Singapore's key service sectors – tourism. The mission of the board is to develop and champion tourism, so as to build the sector into a key driver of economic growth for Singapore. The STB's goal is to create exciting and innovative experiences for visitors, in close partnership with the trade industry, thus etching forever in visitors' minds an image of Singapore as a unique and compelling destination. This involve revitalising traditional segments ranging from sightseeing and attractions to business travel, as well as actively tap into emerging segments such as healthcare and education services. Website: http://app.stb.com.sg/asp/index.asp

• 21 URA (Urban Redevelopment Authority of Singapore): URA is a government agency of Singapore's national land use planning authority. It prepares long term strategic plans, as well as detailed local area plans, for physical development, and then coordinates and guides efforts to bring these plans to reality. Website: http://www.ura.gov.sg/