| 4. In which ways is the initiative creative and innovative?
OneInbox action plan:
a. Conduct study on the business case and implementation approach for digital mailbox
a. Seek approval to implement OneInbox as part of eCitizen Portal Revamp
a. Contract for eCitizen Portal Revamp was awarded to vendor
a. Detailed functional requirements gathering from participating agencies
b. System development
a. System development
b. System testing
c. System soft launch
a. System commission
b. Sustenance campaign (Publicity)
i. Print and digital marketing
ii. Incentive drive with social media engagement (Facebook, Twitter, etc)
iii. Leverage on marketing channels of various government agencies
iv. Lucky draws for signing up
c. Engagement with participating government agencies to avail more letters on OneInbox
d. Engagement with other government agencies to
i. come on board OneInbox
ii. elicit user requirements for business letters
e. Conceptualisation of OneInbox Phase 2 to
i. Send business letters addressed to employees (receiving of letters on behalf of business entities)
f. Implementation of system enhancements
| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
Ministry of Finance (MOF) is the system owner and IDA manages the OneInbox programme for MOF. The pioneer agencies onboard OneInbox, namely, Ministry of Manpower (MOM), Inland Revenue Authority of Singapore (IRAS), Central Provident Fund Board (CPFB), and Housing Development Board (HDB), formed the key stakeholders of OneInbox.
A Steering Committee (SC) comprising of Director-level (or above) officers from the respective agencies above were formed to provide strategic guidance on the development and operations of OneInbox.
At working level, OneInbox Core Team (CT) comprising of officers with a mix of technical, security and business domain knowledge was formed to define requirements, design, develop and maintain OneInbox.
| 6. How was the strategy implemented and what resources were mobilized?
Development cost is fully funded by MOF.
Operational cost for the initial 3-years is co-funded between the participating agencies and MOF. Thereafter, operational costs will be fully borne by agencies, recovered through transaction charges for each e-letter delivered by the respective agencies.
OneInbox services remain free-of-charge to the public.
| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
Ease of sign up and login
Individuals require only sign up using SingPass (a common password to transact with various Singapore Government online services). Upon signing up, they would be able to login using SingPass to subscribe and receive e-letters from various government agencies.
Security and Guaranteed delivery
E-letters are stored on a secure online platform and delivery is guaranteed.
OneInbox is accessible on supported devices and platforms as long as individuals have internet access.
OneInbox is specially designed and optimised for different channels and devices. Other than the web version, we have OneInbox mobile applications on iPhone, iPad, Android phones and Android tablets.
Recipients of e-letters will also get email alerts as a reminder to login to OneInbox and view the letter
Cost benefits for agencies
Once a subscriber opts in to letters to be sent on OneInbox, agencies will stop sending the hardcopy equivalent. This amounts to significant cost savings on printing and postage for agencies in the long run.
| 8. What were the most successful outputs and why was the initiative effective?
Monitoring of KPIs:
(1) Cost savings
Government agencies have incurred less cost per letter sent.
(2) Customer satisfaction
We have received numerous suggestions to make available more letters from government agencies and feedback on ease of use.
(3) Sign up rate
The sign-up rate is being monitored weekly. During major publicity like road shows and publishing of print ads, the sign-up rate was monitored on daily basis to measure the effectiveness of the publicity. Sign up rate is grown by approximately 300% since publicity started.
(4) Interest from government agencies
Several government agencies have approached the OneInbox project manager with interest to deliver letters via OneInbox.
| 9. What were the main obstacles encountered and how were they overcome?
The main obstacle during implementation was the difficulty in interfacing with the participating agencies. Each agency has a different backend system and existing processes in sending letters. To address the different needs as well as to ensure ease of interfacing (for new agencies in the future), the interface specifications were kept simple and generic.
In IDA’s agencies engagement efforts, the main obstacle encountered was agencies resistance to change their backend systems to deliver letters via OneInbox, often citing enhancement and operational cost as the obstacles. This was overcome with partial funding as an incentive for new agencies to start sending letters using OneInbox.