How important is it for digital government services to be user friendly? As far as the Government Technology Agency of Singapore (GovTech) is concerned, we are committed to transform the traditional delivery of digital government services by keeping Singaporeans at the heart of our government services.
Often, people seek government services because they need to. Rarely, these encounters are driven by self-directed initiatives to make contact. And regardless whether the experiences are pleasant and productive or not, they have little choice but to return.
NO WRONG DOORS
It is a fact that government services are quite different from commercial services. People are likely to log on to Netflix because they want to, whereas they are most likely to log on to government services only when the need arises.
MORE SEAMLESS EXPERIENCE
In spearheading the digital transformation within the public sector, a shift from an inside-out to an outside-in approach is inevitable.
READY ACCESS ALWAYS
Consistent with this principle is also the enhancement of the SingPass service to bring greater ease and control to Singaporeans.
Be it Millennials or Generation Z, digital natives are known for their need for instant gratification, high transparency and engagement. Whether you take this positively or not, one thing is for sure – they are driving global industries towards disruption, and the way we handle and manage payments going forward is one of them.
Today, payments are being disrupted in at least two ways: digitisation and digitalisation. While digitisation is the process of changing from analogue to digital form, digitalisation is about changing the end- to-end process using digital technology enablers.
MARKET FORCES BEHIND DIGITISATION
Today, there are a few factors propelling the digitisation of payments, carrying out money transactions using digital channels. On the demand side, mobile devices have made connectivity ubiquitous.
ECONOMIC FACTORS FOR DIGITISATION
According to Tufts professors Bhaskar Chakravorti and Benjamin Mazzotta, using cash costs the economy $200 billion3, with most of these losses coming from theft, opportunity costs and lost tax revenue.
GOING FURTHER WITH DIGITALISATION
Even as payment digitisation looks set to be the preferred way of life for consumers, businesses and economies, digitalisation of payments – using enablers like IoT and Blockchain – promises to unleash a slew of new possibilities, including the creation of a new economy.