Transforming the Public Service to Build Our Future Singapore

From PS21 to Public Sector Transformation (PST)

From PS21 to the current Public Sector Transformation (PST) movement, our emphasis has always been about keeping the Public Service relevant and agile in times of change.

The PS21 movement (1995-2011) saw the Public Service implement a range of programmes to innovate public services, improve policies and better deliver services to citizens. Our PST efforts since 2012 to strengthen service delivery and citizen engagement have borne fruit. To deal with misdirected feedback or cross-agency issues, the “No Wrong Door” policy was introduced where the officer receiving the feedback made sure that it was acted on and solutions found. The “First Responder Protocol” ensured that the agency receiving the feedback coordinated the response so that the citizen had only one Public Service touchpoint. The Municipal Services Office and OneService app moved the Public Service from “No Wrong Door” to “just one door” These efforts led to greater convenience, improved response time and better citizen engagement.

Stepping Up Transformation

The speed of change around the world is ever increasing. The Public Service faces an ageing population and shrinking workforce, fiscal constraints, rising citizen expectations, and technological disruption.

Hence, the Public Service has stepped up transformation efforts to build a future Singapore that continues to be successful and vibrant. We want to think and act boldly to tackle challenges and exploit new opportunities. We also know that citizens want to have a part in finding solutions, and digital solutions can help improve productivity.

In the next few years, our transformation work will focus on:

  1. Improving service delivery: We will redesign services involving many agencies to be more customer-centric. One example is the Moments of Life project, which resulted in a digital application launched in June 2018. Citizens now have seamless interactions with the Public Service during key life moments, starting with families with young children.
  2. Building a Digital Government as part of Singapore’s vision to be a Smart Nation: We will better use data and new technologies, and drive broader efforts to build a digital economy and digital society. The Digital Government Blueprint outlines how the Government will reorganise itself to deliver public services better through the use of technology.
  3. Working with citizens closely: We will create more opportunities to partner with citizens, businesses and non-government organisations to improve our policy-making. For example in 2017, the Ministry of Health organised a Citizens’ Jury for the War on Diabetes, mobilising citizens to discuss and make recommendations on how to better manage and prevent diabetes as a nation.
  4. Preparing every officer for the future: Every public officer will learn and reskill, and adapt to changes. Every officer will pursue innovation and be open to new ways of working. The Civil Service College has launched LEARN, a mobile platform to enable officers to learn anytime, anywhere.