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

被引:7
作者
Periasamy, K. Pelly [1 ]
Sia, Siew-Kien [1 ]
机构
[1] Nanyang Technol Univ, Nanyang Business Sch, Singapore 639798, Singapore
关键词
process redesign; e-Government; process integration;
D O I
10.1057/palgrave.jit.2000117
中图分类号
TP [自动化技术、计算机技术];
学科分类号
0812 ;
摘要
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.
引用
收藏
页码:420 / 431
页数:12
相关论文
共 4 条
  • [1] The government launched e-Government Action Plan I (e-Gap I) in June 2000 with the vision 'To be a leading e-Government serving the nation in the Digital Economy, Its primary objective as to offer all possible government services online. Significant progress was made in the achievement of this objective via implementations such as the e-Citizen a one-stop portal that enables citizens to search for and access a diversity of information from Government agencies and conduct a wide range of transact
  • [2] PSi: Public Service Infrastructure, a comprehensive and well-integrated centralized software infrastructure to support internet-based delivery of public services. It builds upon leading-edge industry-standard technologies to provide a scalable, robust and secure software development and deployment environment. It provides easy-to-use application functions that government agencies need to be able to rapidly develop and offer secure e-Services
  • [3] The design of OBLS sought to leverage on the government's PSi common services such as Singpass (a common password to transact online with government departments, http://www.ecitizen.gov.sg/singpass/about_singpass.htm). This integration with PSi enabled data verification and validation, and reduced the need for an applicant to fill in data available from master records kept by the government or which had already been generated or captured in an earlier transaction by the applicant with an agency
  • [4] For example, the Agri-Food and Veterinary Authority continued to maintain its own online dog licensing system intended for individual dog-owners while applications for pet-shop licenses were handled via OBLS