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Ethos Issue 4, Oct 2008
Better, Faster, Cheaper: Service Transformation and Channel Migration at the Ministry of Manpower
Penny Han
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WORK PERMIT ONLINE: A WORLD CLASS E-SERVICE
The Work Permit Online service (WPOL) is today a leading-edge e-service for Singapore businesses with a processing capacity, integrative features and efficiency standards that are unsurpassed in the world.
In order to achieve dramatic improvements in transaction time, over 50 rules, procedures and requirements were reviewed in the development process, and back-end integration between agencies was exploited where possible.
The resulting system improvements have led to faster processing times despite record transaction volumes and with no increase in staffing levels.
Employers using WPOL enjoy processing standards that are the best in the world:
• 90% of service requests processed either immediately or by the next working day;
• Renewals are processed within one day, cancellations within 15 minutes;
• Number of actual trips to MOM reduced from four to one; and
• Number of documents to be submitted reduced from 23 to seven.
WORK PASS APPLICATIONS RECEIVED AND PERCENTAGE PROCESSED WITHIN BENCHMARK TIME
For its achievements, the WPOL service was awarded the 2006 UN Public Service Award for improving transparency, accountability, and responsiveness in the Public Service. MOM was one of only three government organisations worldwide, and the only one in the Asia-Pacific region to receive the award. – Penny Han |
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PERSONALISED ASSISTANCE: THERE WHEN NEEDED
While customers are encouraged to self-help as far as possible, the less educated, less Internet-savvy or simply those who need help with situational enquiries are still able to get personalised assistance from a variety of service delivery channels, including:
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Phone: The MOM Call Centre aims to be efficient, accurate and reliable. The Contact Centre, which is outsourced, answers 4,000 to 5,000 calls daily within one minute, 80% of the time.2 No more than 10% of calls are dropped by customers waiting to have their enquiries addressed. Those who need case-specific assistance are put in touch with domain specialists, where enquiries are responded to within one working day for 95% of cases. |
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Email: Email responses are given in a timely manner, with general enquiries responded to within one working day for 95% of all enquiries received. Customers are also able to receive comprehensive responses to queries sent through an e-feedback service on the website. |
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Counters: Counter services, which offer efficient service and expert advice for specific cases, are maintained for advisory and transactional services which cannot be performed through online channels. |
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Penny Han is Director of the Customer Responsiveness Department in the Ministry of Manpower. She is concurrently the Quality Service Manager and Director, (Applications and Processing) Work Pass Division in the same Ministry. Ms Han has more than 20 years’ experience in the public service, in employment-related matters, spanning labour relations, labour prosecution, work injury compensation and work pass administration.
| NOTES |
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Cole, Michael and Parston, Greg. Unlocking Public Value: A New Model for Achieving High Performance in Public Service Organizations. New Jersey: John Wiley & Sons, Inc. 2006: pp.xiii. |
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From October 2008, this will be enhanced to 80% of calls answered within half a minute. |
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