my cpf : Singapore Central Provident Fund Board’s Service Transformation Journey
Winner in the
Public Administration category
CPF is a project for a developed country, but which can, and maybe should, be applied to the developing world. This is a solid, high quality, public administration project. Empowerment for secure retirement is important when global economic uncertainties are so great. It is a government project, with no funding issues but which has responded to the people's needs. The CPF Web site offers comprehensive information to customers. It uses IT in innovative and creative way for customers such as providing interactive calculators and games, making the site interesting and user-friendly. They have introduced CPF to younger customers by developing online quizzes such as “IM$avvy Financial Literacy Quiz” and “CPF Savviness Index (CSI) Quiz” that received over 95,000 entries by the public. The project also bridges the digital divide by introducing biometric e-counter for the elderly. Possibility for user to change font size and get automatic voice reading of the text, biometric log-in for elderly. CPF has also focus groups to develop services, high degree of innovation to change business processes within the organization as well as different kind of customers to use the services. Amazingly it has influenced positively user behavior. It has high customer satisfaction with 98% of all transactions are done online. Everything about CPF project is right. Congratulations Singapore for an outstanding contribution. This is the way governmental ICT services should be!
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Honorable mentions in the Public Administration category
Access to Eligibility Support Services for Health, Nutrition and Child Care
Access to Eligibility Support is a project with great impact on quality, productivity and customer service. It empowers and offers equal opportunity. The site is easy to use and takes into account the Spanish speaking population. The home page design is neat, simple, and easy to use. Specially, interactive features are customer-oriented. For example, "Am I Eligible" site is self-learning and short interactive guidance for users. The 24x7 availability of the web based application makes it much easier for citizens with Internet to get accesses to the various programs. The system has also helped the department to use as an outreach tool to raise awareness among the citizens regarding the various programs that are available for them. Access to Eligibility Support is very transferable. Given the state budget structure, it is clear that the project has reached sustainability. It meets the criteria and demands that any tax payer should and must have. Access to Eligibility support has meet the public criteria quite well and should receive all our support.
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GENCAT: mass-scale deployment and citizen’s massive use of citizen-care-centric multichannel and multimodal egovernment services in Catalonia
Gencat shows that e-government can improve efficiency of administration and convenience of citizens. Citizen-Care-Centric approach is a unique feature which includes the use of Web 2.0 technologies to promote openness, communication, and participation. In an age of budget cuts, we highlight the importance of continuing with this excellent project. Gencat is much needed particularly as E-health with electronic records and more becomes a central dimension of public health. Gencat is an impressive and successful project which we would like to see expanding and improving.
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Regional shared platform for electronic public services e-bourgogne
E-bourgogne is a really helpful, high level, platform with substantial impact on the targeted group. It contains high degree of entrepreneurial spirit, taking into account all relevant stake holders, including users and customers. Starting as a regional version of the ADELE national program, it is involved in similar projects in other European regions (with EC funding). It is now running autonomous of the regional government. E-procurement is one of the e-government projects which require huge funding and sophisticated technologies. Public-private partnership is good point for further development. It will be interesting to follow how e-bourgogne will confront new challenges, for instance that of new business by immigrants, which is a major source of employments and taxes in Europe today. The multi-regional experience of the project gives the staff the necessary potential to confront this fascinating Challenge
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