Citizen engagement in the design of public services in Singapore
Authors
Elena A. Putintseva
Russian Presidential Academy of National Economy and Public Administration
Автор
Keywords:
public administration,
public services,
citizen engagement,
human-centered design,
client-centricity,
feedback,
singapore,
co-design,
сo-production,
co-creation,
human-centricity,
e-Government
Abstract
Introduction. The global digital transformation of public administration is currently underway worldwide. In Russia, this process was launched in 2021 within the framework of the Strategic Direction for Digital Transformation of Public Administration. Further development continued through the implementation of the Federal Project "State for People," aimed at a large-scale transition to a customer-centric state model focused on citizens' interests and needs. In these circumstances, studying successful practices of world leaders in this field becomes particularly relevant. Purpose. The purpose of this study is to analyze Singapore's experience in citizen engagement in the design of digital public services - one of the key trends in future public administration. The Singapore government defines co-design as a fundamental element in creating a Smart Nation 2.0, where digital solutions are developed not just for citizens but together with them. Materials and methods. The research methodology is based on the analysis of publicly available official documents and internet resources of the Singapore government, scientific publications, journal articles, reports, and documents from international organizations. Results. The article examines the evolution of approaches to citizen engagement: from public consultations to the establishment of specialized panels, formation of active volunteer communities, and the creation of Singapore Government Partnerships Office (SGPO). The study provides detailed analysis of initiatives such as Smart Nation Ambassadors, Tech Kaki, STACK, the OGP Open Jio program, and the implementation of the SCOPE digital platform for feedback collection. Citizen engagement through working groups, consultation panels, and volunteer communities has improved the quality of government services by addressing actual user needs at all development stages. The observed transition from the "government for people" paradigm to the "government with people" paradigm has not only enhanced service efficiency but also strengthened public trust and citizens' sense of ownership. Conclusion. The research results provide insights into the evolution of citizen participation stages, mechanisms, and platforms used, and can be utilized in developing and adapting strategies for citizen engagement in digital transformation of public administration in other countries.
