Developing a Customer-Centric, Inclusive eGovernment: Lessons from the Central Provident fund Board of Singapore

This case study documents the successful e-government implementation experience of the Central Provident Fund Board of Singapore. In tracing the process of e-government implementation in its entirety, this case study should prove to be especially useful to e-government practitioners and students in helping them understand: (1) The process of e-government implementation and the critical steps that lead to the development of resources and capabilities required for a successful e-government, (2) how e-government transforms the nature of public service delivery and the benefits of implementing e-government, as well as (3)the internal and external drivers, the process, as well as the implications of e-government enabled service transformation.