a. The factors that made the initiative a success are:
(i) Addressing agencies’ needs. Through extensive consultation, we identified difficulties that agencies faced in transiting from SMS-based services to feature-rich m-Services, e.g. responding to the fast-changing mobile technology developments and user behavior. Appropriate strategies were then adopted to address agencies’ needs, covering capability development, implementation guidelines, engagement platforms, common ICT modules and funding. As a result, the number of Government m-Services developed for smartphones and tablets leapt from 55 in 2011 to 137 this year.
(ii) Addressing the needs of citizens. To ensure that the programme could deliver the key outcome of improving service delivery to the public, surveys were conducted to understand Singaporeans’ mobile consumption patterns. The findings were shared with agencies so that they were kept abreast of citizens’ needs. Recognising that citizens are keen to engage with the Government, agencies developed crowd sourcing m-Services. Some examples include:
• MyTransport.sg (1.6 million monthly page views) by the Land Transport Authority - Provides bus arrival timings, viewing of traffic camera images and congestion charging rates. Users can also snap pictures of road defects and provide feedback to LTA from their smartphones.
• Snap@MOM (4,500 downloads within 4 months after launch) by the Ministry of Manpower – Allows the public to provide feedback on safety issues by taking photographs of unsafe work practices and workplace conditions with their smartphones.
• myENV (89,000 downloads over 1 year) by the National Environment Agency - Provides weather information, air quality readings, dengue clusters and water levels across various locations. The public can “snap and send” photographs and report issues they observe.
• Police@SG (73,000 downloads over 10 months) by the Singapore Police Force - Provides the latest crime news and statistics, police appeals for information and missing people information, and a location-based guide to the closest police station.
b. Collaboration with people and private sectors. One of the key lessons learnt is that the mobile landscape is evolving very rapidly. Hence, we involved the public, people and private sectors to better and more quickly respond to citizens’ needs. More than 40 m-Services were developed using the more than 7,000 Government data sets made available on the Data.gov.sg portal (www.data.gov.sg). Some examples of apps developed by the people and private sectors include:
• WeatherLah – Weather guide with local weather information, supplemented by real time information that is crowd sourced from users.
• StreetSine – App that allows property agents in Singapore to co-broke on validated property sales and rental listings based on specific geographical locations.
• ParksLive@SG – Augmented reality park navigation guide for users to find directions to park attractions and amenities.
• ShowNearby – App that shows users nearby points-of-interest from their current location.
c. The Mobile Government programme resulted in a three-fold increase in the awareness of Government m-Services, from 16% in 2011 to 50% in 2012. The usage of these m-Services also leapt from 6% in 2011 to 21% 2012, with 93% of citizens polled being satisfied with the quality of these m-Services.