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Public Service Division

[Temp - 1 year] Executive (Service Transformation & Planning), ServiceSG

Public Service Division

Contract

Closing on 19 Feb 2025

What the role is

Are you passionate about making a real difference in how citizens interact with government services? Do you want to be at the forefront of digital transformation in the public sector? Join us in shaping the future of service delivery in Singapore! [Team Overview] Welcome to ServiceSG's dynamic Service Transformation & Planning Team! We're on an exciting mission to catalyse, implement, and scale initiatives that will revolutionise service delivery and cement Singapore's position as a global leader in innovative public services. As part of our team, you'll have the unique opportunity to work on groundbreaking pilots and initiatives that directly improve our citizens' daily lives. You will report to the Assistant Director (Service Transformation & Planning) (“AD”) Primarily, you will be supporting the continuous enhancement and expansion of LifeSG, a digital platform that helps citizens find government services and information easily: • Product Development: You'll be involved in the ongoing development and refinement of the LifeSG mobile app and web, ensuring they remain user-friendly, comprehensive, and responsive to citizens' needs across various life stages and situations. • Project Management and Monitoring: Assist the AD in tracking and monitoring the LifeSG features development roadmap against progress of the development team during project sprints and flag out any interventions required from business owners. • Service Journey Integration: Your role will be crucial in integrating new service journeys and product features into the LifeSG ecosystem, making sure that citizens can access a wide range of government services seamlessly through a single platform. In addition, you would be supporting the Service Transformation & Planning team in administrative functions that include, but are not limited to: • Budget tracking and utilisation • Contract management incl. temporary staff contracts, software licenses. • Drafting of simple approval papers • Purchase, distribution and tracking of incentives to users involved in research testing.

What you will be working on

[Key Responsibilities]: • [Contract Management and Vendor Engagement] Support the AD in managing external vendors for LifeSG, including assisting with coordination, engagement and contracting matters for app and web development, maintenance, user testing services, and promotional materials for LifeSG. • [Event Management] Assist the AD in organising outreach events to promote LifeSG adoption and showcase new features or services integrated into the platform. • [Finance & Payments] Support the AD by performing finance tracking for LifeSG-related expenditures and budget utilisation, monitoring and verifying invoices related to app development and maintenance. Ensure proper accounting, management and recording of invoices received. • [Enquiry Management] Assist the AD in managing email enquiries and replies related to LifeSG that are escalated by frontline support agents. Help formulate and administer SOPs and standards for LifeSG enquiry management. Track insights and analytics on LifeSG queries, flag out patterns, trends, and areas for improvement to the AD. Support in managing and updating LifeSG FAQs, with inputs from different agencies. • [Content Management] Support the AD in managing LifeSG content updates and monitoring the integration of new services and features into the platform. • [Operational Support] Help the AD coordinate and manage scheduled system downtimes for LifeSG. Track monthly total system downtime and report areas for improvement to the AD. Assist in formulating and administering SOP for scheduled and unscheduled downtime, secretariat support for meetings (e.g., coordination and planning). Assist with translation of key LifeSG content into vernacular languages, and supporting in Knowledge Management matters (e.g., proper filing of important records related to LifeSG).

What we are looking for

[Competencies Required]: • Proactive and able to work independently with minimal supervision • Meticulous, service-oriented and detail-oriented • Excellent written and verbal communication, presentation/facilitation and stakeholders’ management. • Good project management and time-management skills. • Good interpersonal skills in maintaining effective customer and working relationships • Ability to work well within team and across team(s), and project stakeholders. • Ability to adapt flexibly to different operating situations and work under pressure of tight timelines • Proficient in using Microsoft word, Powerpoint and Excel This role offers an exciting opportunity to contribute to the transformation of public service delivery in Singapore, working at the forefront of digital government initiatives and citizen-centric service design.

About Public Service Division

[About PSD] The Public Service Division (PSD) aims to build a first-class Public Service for a successful and vibrant Singapore. We do this through public sector leadership development, capacity and capability building and the promotion of quality services at all levels of the Public Service. We are looking for outstanding candidates with the vision and passion to contribute to help shape Singapore. [Why Join Us] When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well-being and partner you in your career growth. Being in the business of developing People and driving transformation makes our work deeply Purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans. If you share our passion in reimagining the Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us! You can also connect with us via LinkedIn at https://www.linkedin.com/company/public-service-division |People, Our Pride| Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest|