GovTech propels digital innovation in Singapore.

The Government Technology Agency of Singapore (GovTech) enhances the government's digital capabilities to effectively improve citizens' and businesses’ lives. Operating through its headquarters and services group, GovTech establishes dedicated IT teams and strategically partners them with over a hundred government entities, helping them integrate new technologies and ensure regulatory compliance.

One of GovTech’s key missions is to investigate new digital engineering capabilities and determine if they should be incorporated within the government. Their strategy for integrating new capabilities and its establishment of a centre of excellence (CoE) can lead the way for other agencies who want to learn how to:

• Employ a cloud-based solution
• Build a CoE to help train and provide support

GovTech’s transformation journey can be a model for any government agency or business looking to modernise its digital operations and understand how the cloud can help improve relationships with staff, customers, and more.

Here’s how GovTech did it.

Challenge: Implementing new technology raises concerns about security, governance, and value.

Solution: A CoE is key to GovTech’s transition to the cloud.

Results and impacts: Streamlined operations and digital transformation go hand in hand.

For the government to best serve its citizens, it depends on front-line public officers who engage directly with the public. GovTech offers tailored solutions to empower these officers and their respective agencies to equip them with access to modernised operations. However, implementing a cloud-based solution requires careful management to ensure its success within the government. Given the sensitivity of government data, security was a key concern, as was ensuring compliance with government regulations. Agencies were also sceptical about data security and governance — used to operating on-premises software, they weren’t convinced that the cloud could deliver significant time and cost savings.

GovTech knew that educating various government agencies on the benefits and operational procedures of new technologies would be crucial for success and to deliver the best value to citizens.

Planning your next digital transformation?

The GovTech team shares some key considerations that offer valuable insights for your next transformation project plan.

Download list >

GovTech established a Centre of Excellence (CoE) and assembled an eight-member team to facilitate the integration of cloud technology across diverse agencies. Additionally, this team provides support and guidance to ensure a smooth transition for all participating entities. Collaboration is key for a successful project, and GovTech employs a “square” relationship that weaves together the CoE, system integrator, product principle, and the agency to guide use of SaaS, solution development, roadmap and feature implementation, and change management, respectively. “By bringing all parties together, we ensure each plays its role effectively, maximising the chances of success for the projects,” said Eyung Lim, Senior Director, Government Digital Products at GovTech Singapore.

In response to the traditional government compliance and regulatory framework designed for on-premises software, the CoE team advocated for an update to incorporate cloud-based practices, engaging with government officials for their support. GovTech centralised the adoption process through the CoE to address security concerns about data governance. This strategy enabled inclusive deliberations, featuring roundtable meetings with essential GovTech stakeholders to craft effective solutions. GovTech also implemented a consolidated procurement approach through the CoE, streamlining the process for agencies to acquire e-licenses efficiently.

GovTech also prioritised building capabilities within agencies. This includes co-developing cloud implementations and providing specific guidance for agencies to follow to ensure consistency and quality across government services by appointing two or more agency staff to work full-time with the development team. This helps to build intra-agency SaaS capabilities that act like extension of the COE team, able to perform administrative tasks and simple configurations - and to further advocate the use for SaaS. GovTech also uses Trailhead to standardise training programs and help adapt tools to local needs.

These efforts were part of a broader strategy to deploy a unified government tech stack, integrating essential components like email and login authentication systems including Singpass and Corppass. Over the past year, GovTech has focused on integrating these elements, creating a standardised cloud onboarding process for all agencies that doesn’t require the development of new integration parts by taking a sandbox approach that includes:

• Public Sector Solutions to help transform delivery of public services with flexible, secure e-government tools that support both sides of the service counter
• Service Cloud, which provides self-service capabilities and helps service teams deliver
• Sales Cloud, which helps to simplify their tech stack and deliver an integrated approach
• Experience Cloud to help unify the customer experience

To ensure compliance with government standards and to minimise customisation, every agency is set up with Salesforce Shield and Data Mask, and must adhere to an 80/20 guideline that limits customisation to 20%. This framework standardises government functions in addition to helping the government rapidly deploy solutions in response to national crises. The Singapore government’s interest in the cloud services for public sector use and establishing a CoE support this strategy. Cloud integration helps to simplify processes while improving the government's responsiveness and ability to serve the public through advanced technological means.

Overall, GovTech not only facilitated the technical adoption of the cloud services for public sector use but also played a crucial role in consulting and educating government agencies, managing change, and helping the government to keep pace with technology. This comprehensive approach ensured that the digital solutions developed were effective and secure and that they aligned with the needs of Singaporean citizens.

GovTech is spearheading the Singapore government’s digital transformation. In just under two years, it has revolutionised interactions across over 30 agencies and addressed nearly 70 use cases that are supported by Salesforce solutions. By integrating essential components of the government tech stack into the cloud services by way of building common modules, GovTech has optimised the onboarding process with SaaS, reducing time-to-market and resources that would have otherwise been expended on rebuilding these elements for each agency.

With faster, more economical processes, the government can enhance the value and quality of its services, including the ability to bring in proof of concept earlier. This enables them to rapidly prototype actual workable interfaces for agencies to test. Additionally, GovTech has mitigated security and compliance concerns associated with adopting Software as a Service (SaaS) through its CoE, helping to ensure a smooth transition for government agencies.

The broad impact of these developments is evident across ‌Singapore businesses and government agencies that have continued to provide citizens with a seamless experience while propelling technological progress.