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Ethos Issue 4, Apr 2008
Ten Tips: How to Create a Next Generation Public Service Super-Portal
Rosina Howe-Teo
10. DO NOT FORGET TO POWER UP STAFF
Citizens and businesses are at the centre of the service vision, and partnership with stakeholders is essential for successful service delivery. However, the impact of change on staff should not be forgotten. E-Government is about transformation, but this cannot be achieved without careful and coordinated human resource management. A radical new vision of service-orientation cannot be limited to frontline staff; it has to permeate an entire organisation and its culture.
Business process re-engineering training and service-related workshops have been built into LTA staff training roadmaps since 2000. Training incorporates real-life problems as case studies; recommendations and feedback from each case are fed back to respective business units for follow up. This approach also helped to develop a sense of ownership for change among operational staff.
THE FUTURE OF ONE.MOTORING: A 4P EFFORT
ONE.MOTORING has proven that public sector efforts, using creative business models and applying disruptive technologies, can dramatically alter the industry landscape.
As customer expectations continue to evolve and new developments in technology are made available, the challenge is to further include, understand and serve ever more diverse customer groups, while striking a balance between service and delivery cost.
Building on its pioneering 3P
(public-private partnership) model,
ONE. MOTORING is now looking ahead to a 4P (public-private-people partnership) effort, involving the people and community in developing the next generation of truly integrated services.
Rosina Howe-Teo is Chief Innovation Officer and Group Director of the Innovation and InfoComm Technology Group at the Land Transport Authority (LTA). She has been the Project Director for ONE.MOTORING since 1999 and is also LTA’s Quality Service Manager. She chairs the Land Transport Innovation Fund Committee to promote innovation excellence in Singapore’s land transport development.
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Customer satisfaction rating in 2008 improved over 2007’s rating of 90.4%, which is an achievement, given that significant effort is typically required to maintain satisfaction levels, let alone improve them. |
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ONE.MOTORING was also a Finalist in the 2006 Commonwealth Association for Public Administration and Management (CAPAM) Awards, and a Winner of the CIO Asia Award in 2003. |
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TrustSg is a nation-wide trust mark initiative by the National Trust Council (NTC) to boost the electronic commerce environment in Singapore. This is to help build confidence in e-commerce transactions especially in the area of privacy and security. To acquire the TrustSg seal, merchants are required to comply with a stringent code of conduct for online business practice set by the NTC. The code covers the area of disclosure, privacy, fulfilment, best business practices, and protection of minors and the elderly. Consumers will recognise the merchant as a trustworthy e-commerce operator when the website carries the TrustSg seal. For details, see http://www.trustsg.com.sg. |
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