Title: Reengineering the licensing process for businesses involving multiple government agencies in Singapore

Authors: Albert Wee Kwan Tan, Cuthbert Shepherdson

Addresses: The Logistics Institute – Asia Pacific, National University of Singapore, 21 Heng Mui Keng Terrace, #04-01, Singapore. ' KDI Asia Pte Ltd., 205 Henderson Road, #02-01, Singapore

Abstract: This paper aims to highlight and examine the instances and reasons that make online licensing an attractive regulatory instrument to government agencies. It investigates the evolution of e-government in Singapore – one of the leading countries in online government service provision among the Commonwealth countries. A case study is presented detailing how the Singapore Government|s online license was devised and implemented. The success of this implementation yields valuable insights into the identification and management of critical issues during the evolvement and attainment of Business Process Redesign (BPR) in e-government. Cumulatively, these lessons provide a roadmap for the successful attainment of citizen-centric e-government.

Keywords: online licensing; licenses; Singapore; reengineering; regulation; government agencies; internet; world wide web; regulatory instruments; critical issues; Commonwealth of Nations; business process redesign; BPR; roadmaps; citizen-centric e-government; electronic government; strategic management; business models; model design; connected government.

DOI: 10.1504/EG.2010.035720

Electronic Government, an International Journal, 2010 Vol.7 No.4, pp.346 - 361

Available online: 03 Oct 2010 *

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