CONTENTS -- Preface -- About the Contributors -- Case 1 The Evolution of Singapore's Infocomm Plans: Singapore's e-Government Journey from 1980 to 2007 Barney Tan, Pan Shan Ling and Virginia Cha -- SINGAPORE'S GOVERNMENT INFOCOMM PLANS -- CIVIL SERVICE COMPUTERISATION PROGRAMME (1980-1999) -- E-GOVERNMENT ACTION PLAN (2000-2003) -- E-GOVERNMENT ACTION PLAN II (2003-2006) -- iGOV2010 (2006-2010) -- APPENDIX A - TradeNet -- Background -- Paper-Based Trade Administration -- TradeNet-Based Trade Administration -- THE IMPACTS OF TradeNet ON TDB -- TradeNet's Impact on Organisational Structure -- TradeNet's Impact on Business Processes -- TradeNet's Impact on Business Network -- TradeNet's Impact on Business Scope -- TradeNet's Impact on Efficiency and Effectiveness -- Conclusion -- APPENDIX B - INLAND REVENUE AUTHORITY OF SINGAPORE (IRAS) -- Background -- The E-Filing System -- THE EVOLUTION OF THE E-FILING SYSTEM -- Phase I: Digitising Taxpayer Information -- Phase II: Automating Organisational Business Processes -- Phase III: Developing the Phone-Filing System -- Phase IV: Designing the e-Filing System -- Phase V: Maintaining and Improving the e-Filing System -- Phase VI: Extending e-Filing Services -- CONCLUSION -- REFERENCES -- Case 2 Singapore E-Government Initiatives: Engaging Users Calvin Chan and Pan Shan Ling -- BACKGROUND -- CASE 2.1 SINGA-ALPHA -- CASE 2.2 SINGA-BETA -- Case 3 Developing a Customer-Centric, Inclusive E-Government: Lessons from the Central Provident Fund Board of Singapore Barney Tan, Pan Shan Ling and Virginia Cha -- BACKGROUND -- PUBLIC SERVICE DELIVERY BEFORE my cpf -- DRIVERS OF my cpf -- THE NEED FOR e-GOVERNMENT -- E-GOVERNMENT DEVELOPMENT PHASE 1: EARLY 2003-EARLY 2004 -- E-GOVERNMENT DEVELOPMENT PHASE 2: EARLY 2004 TO MID-2005 -- E-GOVERNMENT DEVELOPMENT PHASE 3: MID-2005 TO EARLY 2007.

E-GOVERNMENT DEVELOPMENT PHASE 4: EARLY 2007 TO PRESENT -- THE PROCESS OF E-GOVERNMENT DEVELOPMENT AT THE CPF BOARD -- Defining Four Phases of e-Government Development -- DIFFERENCES FROM EXISTING MODELS OF E-GOVERNMENT DEVELOPMENT -- REFERENCES -- Case 4 Constructing a Platform for Information Technology Value Co-Creation: Lessons from the Alliance for Corporate Excellence Programme (ACE) of Singapore's Ministry of Finance Barney Tan -- BACKGROUND -- PHASE 1: STRUCTURING FOR INTER-ORGANISATIONAL COLLABORATION (2005-2006) -- PHASE 2: HARMONISING DISPARATE BUSINESS REQUIREMENTS (2006-2007) -- PHASE 3: REFINING THE COLLABORATIVE ARRANGEMENT (2007-2008) -- CONCLUSION -- Case 5 Accounting and Corporate Regulatory Authority's BizFile System Calvin Chan -- BACKGROUND OF ACCOUNTING AND CORPORATE REGULATORY AUTHORITY (ACRA) -- BizFile SYSTEM -- The "Not So Good" Old Days -- Early Attempts at e-Filing -- Push Towards e-Filing -- SYSTEM DEVELOPMENT -- Setting up the Project Structure -- Tackling Technical Challenges -- Reviewing and Aligning Legislation -- Engaging Stakeholders -- Demonstrating Leadership -- Providing Alternative Avenues -- SYSTEM LAUNCH -- Launching of Phase 1 -- Launching of Phase 2 -- Dealing with the Hiccups -- Progressing Towards Stabilisation -- Current Status and Challenges Ahead -- Case 6 Achieving and Enhancing E-Government Integration: Lessons from the Land Data Hub Project of the Singapore Land Authority Barney Tan and Pan Shan Ling -- ORGANISATIONAL BACKGROUND -- Phase 6.1: Land Data Hub (1987-1997) -- Phase 6.2: LandNet Pilot and LandNet Plus (1998-2004) -- Phase 6.3: LandNet (2004-2007) -- CONCLUSION: MOVING FORWARD WITH SG-SPACE (2007-PRESENT) -- Case 7 NS Portal: Transforming the Public Services of the Ministry of Defence of Singapore Barney Tan -- BACKGROUND -- PUBLIC SERVICE DELIVERY BEFORE E-GOVERNMENT.

DEFENSE TOWN: INITIAL EXPERIMENTATIONS WITH INTERNET TECHNOLOGIES -- MIW: MINDEF'S INTEGRATED E-GOVERNMENT PORTAL -- The Birth of the MIW Portal -- Implementing the MIW Portal -- ENSURING THE AVAILABILITY OF INFORMATION AND BASIC SERVICES (APRIL 2001-OCTOBER 2001) -- IMPROVING THE QUALITY OF SERVICES (NOVEMBER 2001-APRIL 2004) -- PROVIDING A POSITIVE NATIONAL SERVICE EXPERIENCE (MAY 2004-APRIL 2006) -- THE NS PORTAL: A UNIFIED PORTAL FOR THE NS COMMUNITY OF SINGAPORE -- The Need for a New NS Portal: Integration with the Ministry of Home Affairs -- THE FIRST YEAR OF THE NS PORTAL: THE CHALLENGES OF MIGRATION (MAY 2006-APRIL 2007) -- PROMOTING NS COMMITMENT (APRIL 2007-PRESENT) -- CONCLUSION -- APPENDIX A -- Customer Satisfaction Ratings for NS Portal and Call Centre (2003-2007) -- Case 8 Capability Deployment in Crisis Response to Asian Tsunami Disaster Gary Pan -- BACKGROUND -- THE TSUNAMI CRISIS COORDINATION CENTRE -- DEVELOPING AN IT INFRASTRUCTURE: A TECHNOLOGICAL PLATFORM TO INTERCONNECT IT RESOURCES -- DEVELOPING A CRISIS MANAGEMENT SYSTEM: COORDINATING THE DISTRIBUTION OF AID SUPPLIES -- Case 9 Facilitating Feature-Function Stakeholder Fit in Enterprise System Implementation: Lessons from Republic Polytechnic S. Sathish -- BACKGROUND -- LAYING THE FOUNDATION FOR AN E-LEARNING SYSTEM -- IDENTIFYING AN APPROPRIATE VENDOR AND PACKAGE -- POST-PURCHASE TAILORING TO ENSURE FIT -- EDUCATING RP STAFF -- MAINTAINING THE SYSTEM -- Making Improvements to LEO -- LEARNING TO USE LEO -- WORKING WITH AN EXTERNAL VENDOR -- MOVING FORWARD -- Case 10 LTA's ONE.MOTORING Portal Calvin Chan and Mahdieh Taher -- BACKGROUND -- GENESIS OF ONE.MOTORING -- HAVING ONE.MOTORING AS A DOT.COM -- WORKING OUT A PARTNERSHIP MODEL -- IDENTIFYING THE PARTNER -- WORKING WITH THE PARTNER -- RE-LAUNCH OF ONE.MOTORING PORTAL -- REFLECTING ON THE JOURNEY -- MOVING AHEAD.

Case 11 IT Implementation: Lessons from Grand Mercure Roxy Hotel Sitoh Mun Kiat and Pan Shan Ling -- BACKGROUND -- OPPORTUNITIES AND CHALLENGES -- Reaching Out to Customers -- Improving Guest Experience -- Online Strategy -- IT Decision -- IT Implementation -- IT Value Realisation -- Guest Experience Strategy -- IT Decision -- IT Implementation -- IT Value Realisation -- CONCLUSION -- Case 12 IT in Supply Chain Management: Batamindo Shipping & Warehouse Pte Ltd Leong Mei Ling and Pan Shan Ling -- BACKGROUND -- OPERATIONS WORKFLOW -- IT AS AN ENABLER -- Phase 1: The Beginning - Data Capture with DOS (1990-1999) -- Phase 2: The Evolution - Proprietary In-House IT System (1999-2007) -- Phase 3: The Enhancements (2007-2011) -- USER ACCESS AND CONTROL -- CONSIDERATIONS AND CHALLENGES FACED -- CONCLUSION (2010 AND BEYOND) -- Case 13 Healthway Medical Group's Clinical Management System Anand Ramchand and Leong Mei Ling -- HEALTHWAY MEDICAL GROUP -- BACKGROUND -- THE HMG CLINICAL MANAGEMENT SYSTEM (CMS) -- CMS FOR GP CLINICS -- CMS FOR SPECIALIST CLINICS -- ELECTRONIC MEDICAL RECORDS -- ELECTRONIC CONSULT MODULE (PAPERLESS MODULE) -- CONCLUSION - SMARTER HEALTHCARE FOR THE FUTURE -- About the Editor -- Index.