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Baby Bonus One-Stop Service
Ministry of Community Development Youth and Sports
Singapore

The Problem

Solution and Key Benefits

 What is the initiative about? (the solution)
The Baby Bonus consists of a cash gift for the first child and a co-savings matching contribution in the Children Development Account (CDA) from the Government for the second to the fourth child. The One-Stop Service was introduced on 5 Dec 2005 to simplify the process for parents to receive the Baby Bonus benefits. It rides on the existing birth registration process at hospitals and the Immigration & Checkpoints Authority (ICA).

Through the One-Stop Service, parents can:
- obtain the Baby Bonus information and forms earlier through the hospitals;
- complete the forms at their convenience before the birth of the child; and
- submit the forms at the birth registration counter, which saves them up to 2 trips to the bank for endorsement of the cash gift and opening of the CDA

More parents have been making use of the One-Stop Service. From May 2006 onwards, more than 50% of the total Baby Bonus forms received came from the One-Stop Service, up from 25% when the One-Stop Service was first implemented in Dec 2005

Actors and Stakeholders

 Who proposed the solution, who implemented it and who were the stakeholders?
Implemented in Dec 2005

More parents have been making use of the One-Stop Service. From May 2006 onwards, more than 50% of the total Baby Bonus forms received came from the One-Stop Service, up from 25% when the One-Stop Service was first implemented in Dec 2005.

(a) Strategies

 Describe how and when the initiative was implemented by answering these questions
 a.      What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
The Ministry of Community Development, Youth and Sports (MCYS) recognises that parents of newborn children have their hands full.

(b) Implementation

 b.      What were the key development and implementation steps and the chronology? No more than 500 words
As the Baby Bonus is closely related to the birth registration of the child, it seemed logical to work with the various agencies offering birth registration services so as to provide a customer-friendly, hassle-free process for parents to join the Baby Bonus Scheme.

(c) Overcoming Obstacles

 c.      What were the main obstacles encountered? How were they overcome? No more than 500 words
ICA had successfully partnered with the various hospitals to deliver the birth registration service at the hospitals in 1998. Learning from their experience, MCYS tied up with the various hospitals and ICA to invite them to provide the One-Stop Service and to address their initial concerns. This helped to secure the support and commitment from them. Training was provided and the ICA and hospitals adapted their birth registration procedures to accommodate MCYS’ needs.

For parents, the process for birth registration and joining the Baby Bonus Scheme is now seamless. It also showcases to the public the collaborative efforts of public agencies and hospitals.

Previously, parents of an eligible child will receive the Baby Bonus kit and forms about two weeks after they register the birth of their child. The birth registration and joining the Baby Bonus Scheme were distinct processes.

To receive the Baby Bonus cash gift, parents needed to provide a bank account number on the application form for the Government’s Cash Gift Payment. They would then need to visit the bank to get this bank account number verified. If their child was eligible for Government matching contributions, they would receive an authorisation letter from MCYS, after which they proceeded to any POSB bank branch to open a CDA for the co-savings. Parents found that the 2 visits to the banks were time-consuming.

At least 11,200 have used the One-Stop Service as at 31 July 2006. It saved parents who used the service at least 1 trip to the bank. Parents can now have the form for cash gift payments verified at the birth registration counter.

Also, if the parent is a POSB or DBS account holder and the child is eligible for the Government’s matching contributions, the CDA will be opened automatically for them by DBS, which is 1 week faster than the previous process. As at 31 July 2006, 4,794 parents had the CDA automatically opened without them having to go to the bank physically.

This One-Stop Service thus saves some parents two trips to the bank.
The time taken to receive the cash gift is also faster. See Table 1 in Annex A.

(d) Use of Resources

 d.      What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
The One-Stop Service showcased great collaboration among the government, public and private agencies. Regular feedback is given and received from the hospitals/ICA & MCYS which further strengthens the working relationship among these agencies.

Parents whose children qualify for the Scheme also benefit as the whole process of receiving the Baby Bonus can be done at the hospital. Awareness of the Scheme has also increased since all new parents would have to go through the birth registration process. Ongoing telephone surveys with parents indicate that over 99% of users found the service beneficial

Sustainability and Transferability

  Is the initiative sustainable and transferable?
The new paradigm is that public and private agencies serving a common customer base can work together and mesh their operational processes to better meet the needs of the public. Changes in the procedures and usual practices have to be undertaken at some cost, but the end-goal is that our customers are delighted.

The birth registration process and process to join the Baby Bonus Scheme are closely related, although they are administered by different agencies when the Scheme first started in 2001. It made logical sense if these processes were made concurrent and the various agencies involved could partner in delivering the Baby Bonus.

Lessons Learned

 What are the impact of your initiative and the lessons learned?
Consultation and responding to feedback from partners and customers is essential to garner support for and to ensure successful implementation of a project. In addition, an effective public communication plan is critical in making sure that the target audience is reached and understand what is needed of them

Contact Information

Institution Name:   Ministry of Community Development Youth and Sports
Institution Type:   Government Agency  
Contact Person:   Irene Leong
Title:   Manager  
Telephone/ Fax:  
Institution's / Project's Website:  
E-mail:   manchester7@pacific.net.sg  
Address:   510 Thomson Road #17-03 SLF Building
Postal Code:   298135
City:  
State/Province:  
Country:   Singapore

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