The Singapore Public Service wants to transform the service experience for citizens receiving public services. Our ambition is to transform the current citizen experience of public services, from one of having to navigate across different functional agencies to get things done, to an experience of the public service “knowing, understanding and interacting with me as One”. ServiceSG, a cluster under PSD, has been set up to champion integrated public service delivery. It works with different agencies across the public service to integrate over 600 services around key moments of life of citizens, and serve citizens in an integrated way, through a central omni-channel service delivery system comprising a digital platform (“LifeSG”), a network of physical ServiceSG centres and a central contact centre. ServiceSG is working to establish an integrated data, digital architecture and clear inter-agency operational processes so as to drive the omni-channel WOG service delivery. What You Will Be Working On The Service Policy and Leadership team within ServiceSG helps to strengthen the development of the service functional domain by uplifting service policies and standards, implementing service leadership and workforce development programs, building IT tech enabling infrastructure across whole of government and fostering a service excellence culture. You will get the opportunity to be involved in initiatives to transform our citizens’ experiences.

Key Responsibilities You will be part of the Service Policy and Leadership team in ServiceSG and will report to the Assistant Director (Service Policy and Leadership). As an intern with Service Policy and Leadership, you will play an invaluable role supporting service excellence initiatives across government agencies, in addition to other ad-hoc projects. (a) Service Performance Management You will support initiatives to improve the timeliness and quality of responses to feedback, contributing to better service for citizens. Job responsibilities include, but are not limited to the following: • Deepen team’s understanding of agency response time and quality of responses to support appropriate interventions to improve service performance • Work with various departments and partner agencies to analyse the performance of government agencies regarding quality and standards of their services • Deep dive into quantitative and qualitative insights to identify areas of opportunities/solutions to business problems • Perform cross-team collaboration and contribute useful insights to key performance indicators and scorecards • Respond to agency feedback and enquiries (b) Enhancing Service Excellence You will contribute to the evaluation and analysis of citizen-facing services through quality checks and sense making activities. Job responsibilities include, but are not limited to the following: • Develop audit scenarios based on citizen interaction data and feedback that reflect common service touchpoints and issues across government agencies • Support the design and implementation of service frameworks to measure citizen experiences across government touchpoints and service channels • Conduct research prior to policy development and analysis to improve service standards • Assist in stakeholder consultations and summarise feedback to develop insights and recommendations for service improvements • Work with different teams to translate findings into policy recommendations and service improvement strategies • Prepare reports and presentations that communicate recommendations to senior leadership and partner agencies • Maintain knowledge repositories, including regular reviews and updates for service standards and practices • Support the administration and logistics of citizen or agency engagement sessions

We are looking for a highly motivated intern to join the ServiceSG Service Policy & Leadership team for a period of at least 6 months. The successful candidate will possess the following competencies: • Innovative and curious, with a keen eye for detail • Articulate and engaging with good spoken and written skills • Creative with basic knowledge of content management • Good project and time management skills • Able to uphold confidentiality Applicants will typically be notified on whether they have been shortlisted within 4 weeks of the closing date of the job posting.

The Public Service Division (PSD) stewards a trusted Singapore Public Service for a successful and vibrant Singapore. Our 4 key roles include: • Developing a flourishing and diverse workforce by supporting our public officers' continual growth of skills and creating meaningful careers • Developing a forward-looking and inspiring community of leaders who are united, resilient, and anchored in public service values and ethos • Building future-ready public sector organisations by steering and supporting transformation of our organisations and catalysing innovations for organisations to work more effectively • Driving good governance, values and excellence to safeguard the integrity and reputation of the Public Service and uphold the trust of citizens 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 Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us! Follow us @PublicServiceDivision @SGPublicService On LinkedIn | Instagram | Facebook | http://www.psd.gov.sg The Singapore Public Service: Integrity, Service, Excellence  |People, Our Pride | Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest |