MyInfo – Citizens’ Electronic Profile for Online Transactions

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This case was submitted as part of the Call for Innovations, an annual partnership initiative between OPSI and the UAE Mohammed Bin Rashid Center for Government Innovation (MBRCGI)

MyInfo allows Singapore citizens to provide personal data, only once (if not already made available), instead of doing so for every government digital service. It aims to increase convenience and save time in digital transactions, while reducing cost by reducing hardcopy document verification.

Innovation Summary

Innovation Overview

Personal data is one of the most widely-used datasets in the Singapore government today, with 83% (545 out of 651) of unique e-services requiring it. However, all of these datasets reside in many different agencies across the Government. Due to the lack of a single, authoritative personal data repository, many agencies still continue to obtain these data directly from citizens. For example, of the 334 services requiring an individual’s personal particulars, 69% (or 230 services) continue to require their customers to fill in these details and submit supporting documents when the information can actually be pre-populated. On the other hand, the Government already generates and collects large volume of data from citizens, which should be shared easily with the consent of users. Citizens should not be required to provide Government with data that it already has. Agencies should not be required to validate information that is already validated by another agency.

MyInfo addresses two challenges in how personal data is currently collected and verified from citizens:

-Electronic forms in e-services are pre-populated with personal data, saving time and increasing the convenience to the citizens. This also improves the public impression of an integrated Government and agencies working together to serve the public. For government agencies, resource-intensive exception handling is also minimised as instances of erroneous data are reduced.

-Validated data from authoritative sources is now made available to Government agencies reducing the need for personal data verification against physical supporting documents. This also minimises the need for citizens to produce physical documents by appearing at a counter with their identity card, or sending in physical copies of their social security balances/income tax notices of assessment. The costs of service delivery are also reduced as fewer physical counters are potentially needed, while similarly, citizens’ compliance costs in terms of printing out and submitting physical documents are similarly reduced.

To achieve these goals, MyInfo has been developed as a service which allows Singapore citizens, permanent residents and work pass holders to provide personal data only once (if not already available to the Government), instead of doing so for every government e-service transaction. The platform aims to increase convenience and time savings to citizens in their e-service transactions, while reducing the cost of service delivery to government agencies by reducing hard copy document verification. It does this by making available authorized sources of citizens’ own personal data securely by facilitating control and consent-based sharing of this validated data in government transactions.

MyInfo was launched in January 2016 with digital services such as applications for public housing and family planning schemes, so that consenting users need not fill in personal information which the Government already has, such as date of birth, registered address, and marital status. It is progressively being rolled out to 120 government-to-citizen digital services. There is strong interest in the MyInfo Commercial service from the banks. The Government is exploring extending the Pilot to other financial products such as credit cards, loans and insurance. The MyInfo Commercial Pilot service has seen good response from the public, with more than 500 profile retrievals per month for bank account applications since launch; and banks have experienced an average productivity increase of about 10% so far. This is expected to increase further as banks streamline their back office operations and implement straight through processing of applications made using MyInfo in the coming months.

The platform benefits citizens, businesses and governmental e-services providers. Citizens will enjoy time and cost savings, while finding it more convenient to transact electronically with the Government. Businesses will experienced productivity increase and a lower business costs. For the government, enhanced digital integration will raise public sector productivity by removing the need for manual data collection and verification.

Innovation Description

Innovation Development

Innovation Reflections

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Year: 2016
Level of government: National/Federal government

Status:

  • Implementation - making the innovation happen

Innovation provided by:

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