United Nations Public Service Awards Case Studies

Pro-business initiatives to make it faster and cheaper for businesses to obtain construction permits are critical in supporting the economic growth and national development. However, prior to 2001, procedures to obtain construction permits in Singapore were rather time-consuming, complex and involved much paperwork.

Manual submission system: Before a building can be constructed in Singapore, it is necessary to obtain from the Building & Construction Authority (BCA) the building plan approval followed by the permit to carry out building works. Prior to 2001, building plan and construction permit applications were submitted manually with BCA receiving hundreds of applications every month. Under this manual submission system, building professionals had to produce multiple hard copies of application forms, building plans and design calculations for submission. Subsequently, building professionals had to make frequent trips during office hours to BCA and other government regulatory authorities (who regulate other aspects of the building construction such as fire safety, drainage & sewerage, public health safety, etc) to submit their applications and documents. Once these documents are approved, the building professionals had to set aside significant office space for storage of these hard copy documents. A medium-sized building of about 50,000 m2 gross floor area would typically require an average of 800 hard copies of building plans (besides other documentation) and at least 50 trips to BCA and the relevant regulatory agencies.

Multiple permits system: In addition, building plan applications were usually submitted progressively in several stages so that construction works could start quickly. A fresh construction permit is required for each stage of the submission after the respective plans have been approved. For example, the plans for foundation works could be submitted first to obtain the construction permit to start the foundation works whilst plans for other stages of the development (eg. the basement structures, super-structures and roof) were being prepared. Hence, significant amount of unproductive time was spent on preparing the permit applications for each stage of the building works since all 5 parties of the building project (ie. the house owner/developer, architect, engineer, contractor and site supervisor) had to endorse on each of these permit applications. BCA staff also had to spend time to manually process and route the application to the officer-in-charge. Any delays in these internal processes resulted in a longer time to process the permit.

With the manual submission and multiple permits system, there were feedbacks from our stakeholders (including public/private building owners and industry professionals) that the process of obtaining the permit to start construction work was taking too long - leading to delays in completion of public infrastructures and businesses.

What is the initiative about? (the solution)
To make it easier and faster to obtain construction permits, BCA partnered with 15 other government regulatory authorities (who regulate other aspects of the building construction such as fire safety, drainage & sewerage, public health safety, etc) to launch the one-stop online system in 2001. Our one-stop online system involving all the government regulatory authorities was the first of its kind in Singapore and probably first in the world at that time as internet technology was relatively new then. Over the years, we have continually improved the system. The latest enhancement in January 2010, which allows plan submissions using the new 3-Dimensional Building Information Modelling (3-D BIM) technology, is probably another 1st in the world. Instead of manual submission, the online system is a one-stop shop for building professionals to make electronic submissions to BCA or any of the other 15 government regulatory authorities from anywhere at any time (24/7). The online system lists all the forms that must be filled out, auto-populates forms with project details and enables users to check their submission approval status online. A recent enhancement also allows the system to send an automated text messaging (through mobile phone) to the construction professional immediately after the building plan or permit is approved. Furthermore, instead of the multiple permits system, BCA launched the one-permit system to cut red tape by reducing the number of submission procedures. This fast-tracking of the permit application process eliminate the need for multiple permit applications for subsequent stages of works in a project. BCA also enhanced its back-end system to save time, reduce handling and reduce paper storage. Benefits: The one-stop online system is a pro-business initiative that has transformed a time-consuming and complex submission process into one which is faster, cheaper, paperless, easily accessible and highly efficient. To date, the building industry has made over 2.85 million online submissions. This has enabled the building industry to save more than SGD$30 million in printing and dispatch costs as well as a two-thirds reduction in the time taken to obtain construction permits (equivalent to annual savings of 2700 man-hours or SGD$86,000 for BCA). This fast-tracking of construction permits has resulted in faster completion of key public infrastructures and businesses (eg. roads, housing, schools, hospitals, private commercial buildings) as it allows construction projects to progress smoothly without the need to apply for multiple permits. Internationally, the one-stop online system, one-permit system and the fast-tracking of approvals for construction permits have contributed to Singapore being ranked the fastest in the world to issue construction permits and the world’s most business-friendly economy in the World Bank’s Doing Business Report from 2010 to 2012. BCA was also awarded with the Autodesk BIM Recognition Award for being the world’s first government body to pilot 3-D BIM online submission in 2009. Nationally, the one-stop online system has been recognised as a pro-business initiative that has contributed to BCA being ranked 4th (across 26 government agencies) in the annual Public Sector’s Pro-Enterprise Ranking (PER) survey from 2010 to 2011.

Who proposed the solution, who implemented it and who were the stakeholders?
The one-stop online system was conceptualised as part of the national plan which aimed to leverage on information technology to re-engineer business processes in the building industry to achieve a quantum leap in turnaround time, productivity and service quality. To make it easier and faster for businesses to obtain construction permits, BCA took the lead to set up the steering and working committees to develop and launch the one-stop online system in 2001. The steering and working committees comprised key stakeholders who included 15 other government regulatory agencies (who regulate other aspects of the building construction such as fire safety, drainage & sewerage, public health safety, etc) and 6 key building industry professional associations. This enabled key concerns from the key stakeholders to be directly addressed in designing the one-stop online system. Government agencies: • Agri-Food & Veterinary Authority (AVA) • Defence Science & Technology Agency (DSTA) • Energy Market Authority (EMA) • Fire Safety & Shelter Department (FSSD) • Housing & Development Board (HDB) • Infocomm Development Authority (IDA) • JTC Corporation (JTC) • Land Transport Authority (LTA) • Maritime & Port Authority of Singapore (MPA) • National Parks Board (NParks) • National Environment Agency (NEA) • Public Utilities Board (PUB) • Singapore Land Authority (SLA) • Standards, Productivity & Innovation Board (SPRING) • Urban Redevelopment Authority (URA) Industry professional associations: • Singapore Institute of Architects (SIA) • Institution of Engineers, Singapore (IES) • Association of Consulting Engineers, Singapore (ACES) • Real Estate Developers Association of Singapore (REDAS) • Singapore Contractors Association Limited (SCAL) • Singapore Institute of Surveyors & Valuers (SISV) After the launch of the one-stop online system in 2001, the steering and working committees continued to work together to get industry buy-in, monitor submission volume and enhance the system. To get industry buy-in, BCA worked with the committees to implement a comprehensive industry hand-holding programme covering mass briefings, hands-on training, comprehensive audio-visual user’s guides, phone and on-site technical support, setting up of e-kiosks, focus group feedback sessions, as well as the provision of incentives to ensure availability of assistance to overcome the learning curve. A survey in late 2003 indicated that building professionals who made online submissions enjoyed cost as well as time savings; however, there were more instances of difficulties in accessing the system due to the steady increase in the submission volume. As a result, the online system was enhanced to cater to the increased demand in December 2004 and again in August 2009. In January 2010, the system was further enhanced to allow electronic submissions of plans using the new 3-D BIM technology. These sustained efforts have resulted in a steady increase in the adoption of online submission in Singapore. The online submission volume increased steadily from 8000 transactions in 2002 to more than 450,000 transactions in 2010. To date, the building industry has saved more than SGD$30 million in printing and dispatch costs as well as a two-thirds reduction in the time taken to obtain construction permits.

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.
As part of the national objective to re-engineer business processes in the building and construction industry, BCA took the lead to develop and roll out the one-stop online system. The main objective of this initiative was put in place pro-enterprise initiatives to transform a time-consuming and complex submission process into one which is faster, paperless, easily accessible and highly efficient. The key strategies used to implement the one-stop online and one-permit systems were: • To get buy-in from key stakeholders by partnering them (15 other government regulatory agencies and 6 key building industry professional associations) in designing the one-stop online system • To make it faster and easier for businesses to obtain construction permits by leveraging on technology and reducing the number of construction permit submission procedures • To develop a new national code of practice to standardise computer-aided design and make online submission preparation easier • To allow a realistic 3-year transition period before mandatory online submission requirements kicked in • To provide a comprehensive capability-building programme which includes training, hand-holding, site and phone support and financial incentives to prepare over 6000 construction professionals for the new one-stop online system (including the recent enhancements to allow 3-D BIM submissions) • To send out circulars and conduct mass briefings to get buy-in from construction professionals on the new online system • To carry out training and briefings to BCA staff so that they have to the competence to use the online system

b. What were the key development and implementation steps and the chronology? No more than 500 words
1995: A steering committee and a working committee led by BCA were formed to oversee the one-stop online system. The committee members included 15 other Government regulatory agencies (who regulate other aspects of the building construction such as fire safety, drainage & sewerage, public health safety, etc) and 6 key building industry professional associations. The committee carried out a comprehensive review of the construction life-cycle processes to identify areas where IT can be a key enabler for improvements. Based on this study, the committees defined clear visions, goals, key performance indicators, deliverables, action plans and key success factors September 1998: BCA through the parent Ministry of National Development (MND) submitted the proposal to justify resources and secure funding from the Ministry of Finance. June 2000: BCA took the lead with all participating agencies and building industry professional association to carry out the procurement, requirement study, design, quick prototype, development, testing and commissioning of the one-stop online system January 2001: BCA enhanced the back-end data management system to support the one-stop online system November 2001: BCA launched the one-stop online system during BAUCON Asia 2001 (international industry trade show) February 2002 : BCA carried out public awareness and consultation, set up customer care centre and programme, conducted customers survey and focus group discussions and implemented continuous fine-tuning, capacity expansion and functionality enhancement September 2002: BCA launched the one-permit system as part of its on-going efforts to improve its services by streamlining construction permit procedures July 2004: BCA progressively phased in mandatory online electronic submissions for different types of projects over a 6-month period December 2004: The online system was enhanced to cater to the steady increase in the number of transactions August 2009: The online system went through a technology refresh and user interface revamp to cater to the growing demands of the system January 2010: The online system was enhanced to allow for 3-D BIM online submissions. BCA again implemented a comprehensive hand-holding programme that included briefings, hands-on training, focus group feedback sessions as well as the provision of incentives to upgrade industry capability in adopting 3-D BIM technologies. September 2011: The online system was enhanced to allow an automated text messaging notification to the construction professionals immediately after the building plan or permit is approved

c. What were the main obstacles encountered? How were they overcome? No more than 500 words
As with most new systems launched, there were issues regarding the acceptability of the one-stop online system. In particular, the online system was launched at a very early stage of the internet era when many were still unfamiliar with this new technology. Though the system was launched in end 2001, the number of users embracing the system was not very high and there was a level of scepticism and lack of confidence. To remove these barriers, a comprehensive hand-holding programme that included mass briefing, class-room hands-on training, comprehensive audio-visual user’s guides, phone and on-site technical support, setting up of e-kiosks, focus group feedback sessions, as well as the provision of incentives to ensure availability of assistance to overcome the learning curve. Training for all construction professionals/firms involved in online submissions were provided to ensure capability building and embracing of key CAD technology that would give our building & construction industry the competitive edge and productivity improvement. The effect of these programmes moved the submission volume up steadily from 8000 transactions in 2002 to more than 450,000 transactions in 2010. To date, the building industry has made over 2.85 million online submissions and saved more than SGD$30 million in printing and dispatch costs.

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
Financial resources The system’s development started in June 2000 at a capital cost of SGD$1.65 million and was commissioned in November 2001. To encourage early adoption, incentive schemes were introduced to off-set the costs of adopting on-line submission. The incentives subsidise 50% of the consultancy, training, hardware and software costs. A 70% subsidy was also given for hands-on training courses. Human & Technical resources Steering & working committees: BCA took the lead to set up the steering and working committees to develop and launch the one-stop online system in 2001. The steering and working committees comprised key stakeholders who included 15 other government regulatory agencies (who regulate other aspects of the building construction such as fire safety, drainage & sewerage, public health safety, etc) and 6 key building industry professional associations. This enabled key concerns from the key stakeholders to be directly addressed in designing the one-stop online system. Training: A team of facilitators was formed to train the architect and engineers on online submission requirements within their own office premises or via classroom hands-on style training. e-kiosks setup: BCA set up e-submission kiosks at its office to allow construction professionals , especially the small design firms, to make submissions from these kiosks. Service desks: A service desk was set up to provide phone support and on-site support with the increase of architects and engineers making e-submission.

Is the initiative sustainable and transferable?
Since the launch of the one-stop online system, we saw a steady increase in the adoption rate in Singapore. The online submission volume increased steadily from 8000 transactions in 2002 to more than 450,000 transactions in 2010. To date, the building industry has made over 2.85 million online submissions and saved more than SGD$30 million in printing and dispatch costs. At the time of its implementation in 2001, the one-stop online system was the first of its kind in Singapore and the world. It allowed virtually every building submission type to be made electronically via the internet from businesses to government agencies. As a result, there was significant savings in terms of materials and time as public need not make multiple hardcopies of drawings and need not make frequent trips to agencies for submission. These factors have contributed to Singapore being ranked 1st in the World Bank’s Doing Business Report as the most business-friendly economy in the world for the past six consecutive years. BCA was also awarded with the Autodesk BIM Recognition Award for being the world’s first government body to accept 3-D BIM online submission in 2009. Over the years, BCA has also been invited to share on the development, implementation and benefits of the one-stop online system with overseas delegates such as Brunei, Malaysia, New Zealand, Taiwan, Russia, Finland, Norway, Nigeria, Denmark, Abu Dhabi, Saudi Arabia, China, Thailand, Belgium, Dubai and Indonesia. In October 2010, BCA also conducted a workshop for Asia-Pacific Economic Cooperation (APEC) delegates who were keen to learn how BCA reformed the building regulatory system through the one-stop online system.

What are the impact of your initiative and the lessons learned?
The one-stop online system has transformed a time-consuming and complex building plans and construction permit submission process into one which is faster, cheaper, paperless, easily accessible and highly efficient. To date, the building industry has saved more than SGD$30 million in printing and dispatch costs as well as a two-thirds reduction in the time taken to obtain construction permits. Today, the industry is so used to the on-line submission and approval system, it cannot do without it. As mentioned above, this one stop online system has gained recognition by the World Bank Doing Business Report as well as won other awards. The following are the key elements that have made the one-stop online system a success in Singapore: • Getting buy-in from key stakeholders: The committees which were initially set up to develop the one-stop online system comprised key stakeholders who included the other 15 government regulatory authorities and the 6 key building industry professional associations. This enabled concerns from the key stakeholders to be directly addressed. To facilitate further buy-in from building industry professionals, a comprehensive hand-holding programme was implemented. This included mass briefing, class-room hands-on training, comprehensive audio-visual user’s guides, phone/on-site technical support, e-kiosks, focus group feedback sessions and incentives to overcome the learning curve. In addition, a new national code of practice on computer-aided design was developed by a private-public sector partnership to standardise computer-aided design and make online submission preparation easier. • Building industry capability: After the implementation of the one-stop online system, a 3-year transition period was introduced before online submission was mandated. This realistic transition period allowed the building industry professionals adequate time to build up their capability. More importantly, this transition period allowed the building industry professionals to experience and be convinced of the benefits of the one-stop online system in making it faster and cheaper to obtain construction permits. • Sustaining the one-stop online system Over the years, BCA has closely monitored the performance of the online system. These efforts include regular dialogues with key stakeholders to address further concerns as well as seminars for adopters to share their best practices. BCA has also continued to take the lead in making enhancements to ensure that the online system remains adequate and relevant eg. recent enhancement to allow 3-D BIM electronic submissions of plans. These sustained efforts ensure that the one-stop online system remains adequate and relevant. With the industry moving towards 3-D BIM, Singapore achieved the first breakthrough in January 2010 by getting nine government regulatory agencies, with BCA taking the lead, to officially accept architectural BIM models for regulatory approval through the one-stop online system. Subsequently, other government regulatory agencies also started to accept structural and mechanical, electrical and plumbing (MEP) BIM models in 2011. This made Singapore the world’s first government to accept 3D BIM e-submission for regulatory approval. As a further push, BCA will progressively phase in mandatory 3-D BIM electronic submissions for different types of new building projects from 2013 onwards.


Institution Name:		Building and Construction Authority
Institution Type:		Government Agency
Contact Person:		Chiou Peng, Raymond Tay
Title:		Deputy Director of Managing for Excellence Office
Telephone/ Fax:		65-6325-5088
Institution's / Project's Website:		www.bca.gov.sg
E-mail:		tay_chiou_peng@bca.gov.sg
Address:		5 Maxwell Road, #16-00 Tower Block, MND Complex
Postal Code:		069110
City:		Singapore
State/Province:		Singapore
Country:		Singapore

The Problem

Solution and Key Benefits

Actors and Stakeholders

(a) Strategies

(b) Implementation

(c) Overcoming Obstacles

(d) Use of Resources

Sustainability and Transferability

Lessons Learned

Contact Information