Living in The Electronic Village: Phase I

"Our objective is to make Singapore one of the major hub cities of the world. We will keep on upgrading our infrastructure. We must also encourage more of our companies to venture overseas and think in terms of Singapore International." The Next Lap, 1991, the Government of Singapore

"In our vision, some fifteen years from now, Singapore, the Intelligent Island, will be among the first countries in the world with an advanced nation-wide infrastructure. It will interconnect computers in virtually every home, office, school and factory. The computer will evolve into an information appliance, combining the functions of the telephone, computer, TV and more. It will provide a wide range of communication modes and access to services. Text, sound, pictures, video, documents, designs and other forms of media can be transferred and shared through this broadband information infrastructure made up of fibre optic cables reaching to all homes and offices, and a pervasive wireless network working in tandem. The information infra-structure will also permeate our physical infrastructure making mobile tele-computing possible, and our homes, work places, airport, seaport and surface transportation systems `smarter'." IT2000: A Vision of an Intelligent Island, Singapore National Computer Board, March, 1991

Foreword Singapore is a compact urban community, an unique City-State that has grown to become an economic success story of the Far East. Information Technology, its development, usage and exploitation is very much a part of this story.

Singapore is in a state of flux, moving through rapid change, becoming an increasingly more open society, as it seeks new and innovative ways to adapt to the ever changing world and to be a strong, economic force within this new emerging world in which we all find ourselves.

Singapore is one of the most self-conscious of nations in the world, introspective, because of its uniqueness in the world and especially in South East Asia, yet looking outwards and building on what it already has. Proud of its accomplishments of the past thirty years, having moved from a poor, almost underdeveloped nation, to the second highest standard of living in Asia, it is not complacently resting on the laurels of its successes. It is aggressively looking to the future, constantly planning, adapting, working to its advantage the tidal wave of change besetting the world, while recognizing its shortcomings and working to improve.

It is a country willing to recognize policy errors of the past and can move quickly to change them. It is not embroiled or immersed in a cultural past which dictates that change be slow, or even prohibits change. It recognizes that with change it must be ever more creative to make their own adjustments to survive not only in the international marketplace but as a nation.

Singapore's planners well know that in a rapidly evolving world it is always important to be working to have one foot in the future. Recognizing this, they understand the importance that technology will play in the future but, at the same time, are attuned to the other whirlwinds besetting Mankind as power forces shift, economies become globalized; the world population mushrooms and the gaps between the affluent and the average worker widen; and the environmental decay threatens all of us. Singapore has developed a strategy that provides for its own peoples and encompasses them into a united vision of the future, while broadening its economic horizons through creative daring, with IT as the lynchpin of success.

Information technology has a key role in this desire for change and improvement, as Singapore moves towards building its National Information Infrastructure. The climate of persistent change, and recognition of this, has also allowed information technology to flourish and to move them into the leading edge as leaders. Before dealing with the actual technologies and policies which have been implemented in Singapore, it is important to lay out some brief historical information about the country, as well as its current direction. Its history, especially its recent history of the past three decades, must be understood in order to appreciate the multitude of rapid changes going on in the present.

INTRODUCTION:
HISTORICAL AND POLITICAL BACKGROUND
Singapore is undoubtedly the most advanced technological country in terms of the development, implementation and long term plans for an information infrastructure. This is not a statement made lightly. Its progress is best understood by grasping the whole political/geographical/economic/ social and cultural matrix that is this place called Singapore.

While this progressive City-State is renowned for its advances in technology, and admired world-wide, with countless visitors coming not only to observe what it has achieved but to learn, it is also perceived, through the world press, as a form of a totalitarian government indifferent to the wishes of its peoples or human rights. In fact, many argue that Singapore has been able to reach its level of technological advancement because it does not have to go through any consensual process nor does it have to worry about protests from either business or human rights' people about any social implications. This is not quite the story of this island.

This, and many other misperceptions, have served to create the image of a society dominated by rigid forces, dictating what should and should not be done. Yet, the facts put to rest and deny these facile cliches to show a complex society that has grown, and continues to grow, despite its small size. Singapore is a modern miracle.

While there are heated debates about its lack of democratic principles, an almost unitarian political system (there are only three opposition Members of Parliament) and the recent Presidential election (only token opposition and the ruling PAP party candidate won), this is not the place to engage in them. This report seeks to look at the achievements based on the structure of the society. Also, it will be shown that the forces of openness are very strong, largely because of the wide diversity of choices being brought by IT.

As is usual when one looks at all the facts and the existing state of the society, a much more complex picture emerges. While, to the initial eye coming upon the place for the first time, it might seem like a sterile and barren place, a mass of concrete and steel set upon an island extended through reclaimed land, in the unbearably hot tropics, it is in fact a place of rich diversity.

While the debates rage about freedoms and liberalism of the West compared to some of the restrictions in South East Asia there is the other factor the country has survived racial strife, economic want, disease and threats from outside. The West may want to ponder their view that there are still too few freedoms but the fact remains Singapore has created itself into a modern country, with people living comfortably and all its citizens provided opportunities to grow and prosper. While its citizens have given up certain rights to come to where they now enjoy such prosperity and opportunities they are becoming an increasingly more open society. It is a fact that its people can come and go as they please and that many Singaporeans have emigrated to Australia, the United States and Canada.

Singapore is the perfect example of a different cultural climate where the error may be made of trying to impose one's own cultural, political and democratic instincts. Singapore is a Republic (on August 28 it elected its first President with significantly more powers than any previous President, it no longer being a ceremonial office), with a democratically elected parliament (though it only has three opposition members, official opposition parties are now allowed without interference from the government) and extensive freedom of speech (though the press is much more subdued, due to regulation, than the free wheeling western press). In other words, while wading into democracy it has not reached the maturity of the West but is definitely moving down that path. This is only a thumbnail sketch of the Island and not a definitive statement of the state of its politics -- that is left for each individual knowledgeable of the country to decide for themselves.

First, it's history which follows its troubled beginnings to its current state.

The name Singapore derives from the original thirteenth century word, Singapura, meaning "Lion City." As far back as the 7th century Singapore had been a central trading port, at that time as part of Sumatra's Srivijay empire. By the fourteenth century the city was immersed in a struggle between warring factions of Java, Siam and the Chinese resulting in the desolation of the city as a trading port. Over the subsequent centuries it was taken over by the jungle until the early nineteenth century when it was occupied by a Malay chief. This ended in 1819 when British Admiral Sir Stamford Raffles arrived and struck a flag in the ground claiming it in the name of the British Royal Family. He saw it as an ideal trading base for the region and built it into a free port that grew and prospered over the next one hundred years and more. In this environment immigrants came from all over Asia.

The British stayed until 1959, when Singapore became independent, that movement starting after the invasion of Japan during the second world war which almost wrecked all the Singapore had built.

At first Singapore was part of an alliance between Malays, Sarawak and North Borneo (now Sabah), in effect a Malaysian Commonwealth, but racial strife between the Malays and others in Singapore, plus the lack of Singaporean say in the capital of Malay, Kuala Lumpur, as to how Singapore would be run (Singapore's population is 76% Chinese), racial riots in the streets in 1963 and 1964, and other factors, resulted in talks between the leaders of Singapore, led by Cambridge educated Lee Kuan Yew and the establishment in August, 1965 of the independent state of Singapore. Since that time it has become the most advanced City in the tropics with the second highest standard of living in Asia, per capita, second only to Japan.

While Hong Kong is clearly a land in which two societies live side by side, Singapore is one of the most integrated cultures in the world. Racial and linguistic harmony is evident in all sectors of its society. They are proud of the harmony they have achieved and a commonly heard phrase in Singapore is "many races, one people." Though Chinese is the predominant race, the four official languages are Chinese, Malay, Tamil and English, the latter being the commercial working language of the City-State.

Singapore is set on only 633 square kilometers with a population of 3.1 million. It is considered to be the world's busiest port, with the largest airport in the region serving 50 major airlines. Since the implementation of their automated customs' documentation system, TRADENET, (more on this below), they have become the most successful port in the area. It is the clearing house for the region's wealth dealing in tin, rubber, coconut, oil, rice, timber jute and coffee. Beyond its activities within the port it is a popular tourist attraction (an important part of its economy with an average of 1200 a tourists a day trooping through) and is a centre for world banking and telecommunications companies. It is considered to have the most advanced telecommunications' industry in South East Asia.

To understand how Singapore came to have its leading role in developing and implementing a sophisticated and leading edge information technology/information infrastructure through all their society it is important to understand their recent past. When full independence was claimed in 1965 they were similar to many other Asian countries with the vast differences between the rich and poor and faced with racial strife. The other problem was how to build an independent, dynamic economy while achieving racial harmony and a higher quality of life for all its citizenry. The result was a plan, laid out by Prime Minister Lee Kuan Yew, which set to create a stable Singapore which would be competitive in the region while raising the standard of living of all Singaporeans. Accounts of 1965 Singapore show a city with much poverty, ramshackle buildings (the highest at the time was only four stories), poor transportation facilities, disease and a host of other social phenomena that creates inequalities. It is the plan, set out by the government of Lee Kuan Yew, that came to be known as social engineering.

This plan led to the stable, vibrant Singapore of today in which the ramshackle buildings, most of the stall and hawkers on the streets having disappeared(they are now indoors for health reasons) have disappeared. They have been replaced by buildings spiraling into the clouds in which people live and work. (Singapore, with its limited land mass has no choice but to build upwards). Their high tech transportation system, consisting of efficient subways, trams and buses, spans the city. Now the poverty is mostly gone as have the beggars. Per capita incomes have risen dramatically, the literacy rate is high (exceeding western countries) and is growing. Over 30% of their students go on to tertiary education and this is slated to improve.

They are a relatively crime-free state (murders are almost non-existent), with drugs still a problem but not endemic as in the West. In other words, a stable society has been achieved in which its people can aspire to a better way of life.

This is not to say there are not problems. They are a heavily regulated society but not as authoritarian as perceived by the west. The government encourages people to talk about their policy proposals but are still faced with a people who are not sure how much they should talk out. While there is much discussion and disagreement about public policies behind closed doors, said one Singaporean citizen, there is still a reluctance to speak out openly because it was frowned upon in the past. But this is gradually changing and it is mostly technology, which opens its people up to the world at large, which is helping to create a new social climate.

They are becoming more and more an open society. Satellite TV has come to the Far East, Singapore included and you can now subscribe to HBO (which, of course, we can't in Canada). Its bookstores are filled with all manner of newspapers, magazines and books from around the world. While the newspapers have been subject to control this too is changing with the emergence of the New paper, a tabloid just as offensively filled with its garish and lurid stories of scandal, crime and pop stars as any of our muck raking rags to be found in this country. However, they are very strict about allowing in pornographic materials and many years ago cleaned up a district called Bugis Street which was filled with gambling dens and other attractions of the night. Now it has reopened and billed as the Ôrisque' part of town but this is more the allowing of open restaurants, stalls and fortune tellers. Again, it mirrors the difference in attitudes.

In the West the more extreme side of society in terms of pornography etc have been allowed to flourish. In Singapore it has been almost eradicated. Again, this difference reflects whole societies attitudes to what they will and will not allow. So while IT is opening up the society certain trends and forces continue to be kept at bay. Freedom of speech and expression is not and it is this that is growing. Also, the very dynamics of change have come because of the belief of its people in their country, their striving to improve themselves and the lot of their country, their industriousness and hard work (some say many are workaholics) and much of it driven by the desire to continually better and build upon their stable society.

It is true that in its initial twenty-five years of growth and changing infrastructure, there was not much speaking out against the government. It can be said that the price of their right to live a stable, full, enriched and diversified life, with more than just food on the table, but to be educated and evolve as a people, has been less political freedoms. Educated Singaporeans are aware of this. Also, what is evident today is the move towards more openness. The government has recognized that in order to now move towards the next step of their evolution as a society they must be responsible to people's need. Information Technology calls for openness and governments, aware that these are technologies they are going to have to wisely use to continue to govern, recognize that as institutions they must be more open and responsive to people.

This is now manifesting itself in many ways, particularly with the government encouraging people to speak up and give their input into current and future developments.

Their IT2000 Report: Towards an Intelligent Island, was not written by the government alone but rather was a co-operative venture, sector by sector, amongst government agencies, academics and the private sector. There is no doubt that government is the predominant force driving events in Singapore (still very much controlling them) but more and more the move towards openness is evolving. Technology, as in other regions of the world, has been a driving force in this change. As we will see in this Report by making it possible for people to interact easily with government through different technological mediums, by encouraging usage of the technology and by the drive to be aware of the needs of the client (ie the citizen) mirrors a recognition that it is openness that will mark change.

LOOKING TO THE FUTURE -- THE NEXT LAP
Current Prime Minister Goh Chok Tong, who replaced Lee Kuan Yew in 1990,(who is still the driving, major force in Singapore and has the title Senior Minister), mirrored this sentiment in a book entitled "The Next Lap" which sets out Singapore's strategy to take them to the next century. It drew from all sectors of society to develop these strategies. The Prime Minister also recognized the important consultative role of all the citizens in the future as well as the role all Singaporeans must play, when he wrote:

"To succeed, this programme needs the support of all Singaporeans. The government alone cannot make Singapore prosper, or make the schools and universities lively and exciting. Success depends on every Singaporean putting in his best, and building together what none of us can accomplish separately." This statement is not mere hyperbole but is actually reflected in conversations with professionals and others from different sectors of society. The term "vision" is referred to a lot. At first it appears to be a cliche thrown into routine conversation but gradually it dawns that it is am important conversational thread woven into the fabric of their existence. There is a unity to Singapore not seen elsewhere.

The "Next Lap" recognizes the need to build upon the successes of the past, to create change and continuity and to meet the challenges of the future.

"The world is changing rapidly, but the basics remain the same. We have to make a living. Our most precious asset will always be our people. We must look after one another and build up our national spirit. Our security depends on our own efforts. Provided we are united and we anticipate our problems with ready solutions, whatever the future brings, we will be ready."

That is the sound of a leader talking to a united people. No matter one's view of the political situation in Singapore its dynamics are more complex than outsiders realize. Its ability to create a future for itself rests not only on its size, it political structure or isolation but, more, on its necessity to continue as a stable nation in a region beset by instability over the centuries. Coupled with this is the recognition of many of its people of their responsibility towards achieving this mission. As a society they have common goals which unite them as a country while in many Western countries this unity of vision and purpose is missing.

This clear vision of its future is an overriding factor that is assisting the impressive technological development. As a nation its people have been given a purpose, a mission in life if you will, which becomes a common aim of its people. As they were propelled in the first twenty-five years by the strong, prophetic leadership of Prime Minister Lee Kuan Yew and the vision of a stable, but diverse society acting as one, so now in this decade they have a vision of an intelligent island in which Singapore will continue to be a small but vibrant and dynamic country not just surviving but exceeding their neighbours, succeeding within their boundaries while also extending out their human and other resources to play a part in other parts of the world. Thus the concept of Singapore International. They see themselves interacting within the world. In the first twenty-five years their drive was to build their infrastructure to create a stable society. Now this is achieved their sights have been set higher and they are reaching out to the world. Information technology to them is the tool not the end, it is the tool which will bring them this new promise.

When Britain announced, in 1984, Hong Kong, Kowloon and the New Territories would pass back to mainland China, Singapore conceivably could have been perceived as becoming the gateway to the West, the economic force to replace Hong Kong as it came under the Chinese thumb. This perception has radically changed.

The country's leaders see information technology not just as a tool to better improve their infrastructure and society's way of life but as an important tool to compete economically with the growing economies of Taiwan, Hong Kong and South Korea, all of which are developing strong information infrastructures. They have the concept of the `extended economy' as being the key to their survival. It is interesting to note that with the emergence of the United States as an industrial power and then their major presence on the world stage in World War 11, they recognized in the 1940s that to continue their economic expansion they needed new markets. The world became their marketplace. Information technology and the global information economy now means even the smaller player can play a large part on the world scene. Witness not only Singapore but Hong Kong, Taiwan, South Korea, (even Japan much smaller than the US) and other rising economies. China itself is now undergoing major shifts. The year 2000 has been earmarked as the year to change over to the market economy in China; the Chinese government recently announced they would be letting out tenders to build a computer infrastructure in China (it will be such a huge contract it will be contracted out to many western countries). Free enterprise is starting to emerge in China, Shanghai's economy is booming, so much so that leaders in Shanghai believe it is not possible for Bejiing to interfere to arrest the progress.

Bejiing has now transferred certain powers to the provinces, the most recent being to allow the Provinces to approve investments of $15 million or less, without Bejiing's approval. Changing attitudes within the Chinese leadership (though still a long way from democracy as the West well knows after Tinammen Square) is creating a renewed sense of hope in Hong Kong, resulting in a slowing down of the flight of capital and wealthy citizens from Hong Kong. Many are now staying to see if 1997 just might work. (A debate still very much open as there are no easy, quick answers or analysis when interpreting the Hong Kong/China question).

All these and other developments, including Malaysia's long term plan to be industrialized by the year 2000 (it's economy is currently growing at 8% a year) has created significant challenges for Singapore.

Another reason for the development of a cohesive information plan for the future, apart from the controlled exercised by the government, their smallness as a country thus their ability to get a lot done and their vision of the future, along with their precarious position in the region, is their recognition of a need to have a clear strategy for the future.

"We will find ways to give Singaporeans a greater stake in this country. Emotively, we must strengthen our national identity and national consciousness." The Next Lap, 1991

"The Next Lap", prepared by a Council of Ministers, in consultation with many diverse groups, lays out not just the hopes and aspirations of the next generation but an actual strategy which will carry the country through into the twenty-first century. A brief outline of this strategy is laid out here in order to lay the groundwork for understanding Singapore's information technology strategy because they are intricately intertwined.

The Next Lap places emphasis on their population growth education, the economy, Singapore's infrastructure, the environment,their international relations and national security. The latter is very important to them because of their size. To survive they must rely on external influences and they are one of the powers in the region that do not object to a US presence in the area.

Throughout this document there lies a recognition of the necessity for Singapore to deal with issues today which can become long term problems. For example, population growth is a serious issue. In the 1960s the population was too high and created economic problems and the real possibilities of increased poverty. The result was policies to encourage smaller families (including regulations allowing only two to a family) and discouraging immigration. However, like world trends elsewhere in affluent societies, families are on the decline. Young couples are having children later or none or they are having fewer with families averaging only one child as compared to three and four in recent decades.

If this is not addressed by the year 2030 Singapore will not have enough population to replace itself. Less children will also mean, in time, less people of all manner of skills and talents, to grow and enter the workforce. Policies are now in place to encourage, not by regulation, but by delicate public awareness campaigns, of the need for more children. As well Singapore will attempt to attract more skilled immigrants, especially from other parts of Asia.

They also stress the need for higher educational skills because of the demands being brought by a competitive global environment linked with technological development. In this respect they are developing more higher education institutes. Currently there are three polytechnics and two universities, with a third possible in the near future.

The report recognizes the need for improving the educational system to meet with the changing times and sets these policies out. One of their main missions is to create excellence. All their policies emphasize the positive and looking forward to the future. The main goal is that each individual have the possibility of attaining excellence within the ambit of their abilities. This creates an environment where talent is encouraged to develop and the imaginative mind to reach its peak. The Next Lap states it is "crucial that (our children) have good work ethics. The school, in tandem with the home, will instill and reinforce good personal habits which will lead to good work attitudes."

Throughout the report there is a stream which relies on information technology as an important part of achieving the next stage in their development. This technology plays a role in all aspects of their society.

As part of keeping in touch internationally, and to increasingly become a world financial centre, apart from the hub of southeast Asia serving a region stretching from India to Taiwan, Singapore wants to become a business hub of Asia Pacific. Some of the technological innovations to achieve this goal, apart from their advanced telecommunications infrastructure and industry, is through extensive use of information technology which will create "smart physical infrastructure, from ports to roads to buildings. Tradenet handles trade documents quickly and cheaply. Globalink will provide on-line global trade information. Lawnet will provide on-line legal databases. Portnet will speed up port documentation, communications and operations. Teleview will bring information technology into the home."

Mr. Loh Chee Meng, Deputy Director, Policy, Research and Survey at the National Computer Board, said in an interview, that the implementation of Tradenet cut down the processing of customs documentation from ten days to a half day and has contributed significantly to making Singapore the most successful port in the area. Transportation companies and workers alike have said they choose Singapore because of the reduced time spent on paperwork.

Apart from implementing technology to improve businesses and services some of Singapore's industries "are major players in world markets, for example computer peripherals, petroleum refining, shipbuilding and repair, and oil rig construction." They are, claims the Next Lap, "the largest producer of small format Winchester disk drives and tape drives, refrigerator compressors and some proprietary pharmaceuticals."

Locally, Mr. Log Chee Meng says it is going to become important to encourage small companies to the usages of information technologies. He recognizes the necessity to stimulate small companies as they are an important element in the continuing health of the economy. Also, the government is increasingly privatizing many of its agencies which will lead to many changes not least of which will be the emergence of new cottage industries.

As a result, part of Singapore's future economic plans calls for encouraging smaller industries and entrepreneurs to grow through the usage of information technology. While the foreign owned MNCs (multinational corporations) have brought in high tech usages and the technology with it, development at the local level is going to become very important to their future.

They recognize that more than this will be needed for the next phase of their economic development. To achieve this, says the Report, "we will have to be more focused in what we do. This means specializing and becoming leaders in specific niches, and doing more research and development. The National Science and Technology Board will promote R&D. In the Institute of Molecular and Cell Biology, 150 PhDs do basic research.

"The Institute of Systems, Science and the Information Technology Institute conduct research in artificial intelligence and specialized computer software. We will be adding two more Institutes -- for Microelectronics and for Manufacturing Technology."

The Report goes on to say they will foster the development of creative services to back up the technological development. The Report clearly recognizes that information technology in the offices (in all sectors of society) improves productivity and business performance.

While R&D, developments in the universities, the concentration of higher learning institutes on advanced research is certainly nothing new to any industrialized country, the difference with Singapore is their plans are part of an integrated strategy. In other words, each of the parts work with each other for the development of the country. The size of their government makes this possible thus making advances in information technology work well to their advantage and using it to take them forward into the future. A future that is more planned and politically controlled. A future not as easy to attain in any of the Western developed nations because of the diversity of their populations, views, ethnic and cultural differences, geographical size, and other crucial factors which preclude development like Singapore.

IT2000 -- A VISION OF AN INTELLIGENT ISLAND
"to run on the fast track of economic development... or face being left behind. It is our lot in life that we continue running in the fast lane to keep up with changes in the new world economy.

"the (IT2000) plan reaffirmed the strategic role IT will play in the next lap of Singapore's development and showed that because the country dared to dream, it will become a reality." Prime Minister Goh Chok Tong, on endorsing the IT2000 Report.

This Report, released in March,1992, was initiated in January, 1991, to examine how IT could create new national competitive advantages as well as enhance the quality of life. The results of the study, catalogued in the Report, represents the strategy for the future, in relation to the development of an Information Technology Infrastructure, alluded to in "The Next Lap." It has been endorsed by the government and can be viewed as official government policy. In essence, it recognizes the importance, for Singapore's future, of building a National Information Infrastructure.

This Report was produced by the National Computer Board (NCB) of Singapore. The Advisory Committee, headed by the Chairman of the NCB, Tam Chin Nam, was composed of 200 expert representatives from government, the private sector and academia.

The NCB formed what they called IT2000 sectoral groups which included the following sectors: Construction and Real Estate, Education and Training, Financial Services, Healthcare, IT Industry, Media, Publishing and Information Services, Manufacturing, Retail, Wholesale and Distribution, Tourist and Leisure Services, Transportation and Government. Each had an average of 12 to 15 members in their group. Thus, the consultation process was extensive.

The Report speaks of 5 strategic thrusts they are attempting to achieve:

1. Developing a Global hub
2. Improving the Quality of Life
3. Boosting the Economic Engine
4. Linking Communities Locally and Globally
5. Enhancing the Potential of Individuals

These strategies will be considered in greater depth below.

The premise of the Report is that it was recognized many years ago the importance information technology was going to play in the affairs of Singapore. They want to act quickly to turn developments to their advantage. The Report echoes the concerns of their long term strategy -- how is Singapore going to remain competitive and keep its high standard of living and quality of life?

"The vision of the Intelligent Island is based on the far reaching use of IT. It sees Singaporeans tapping into a vast well of electronically -- stored information and services which they can use to their best ends -- to improve their business, to make their work easier and to enhance their personal and social lives." They see IT enabling Singapore to become a global hub, attractive to companies with global operations while also offering these same companies the expertise of locals. In turn these experts can then offer their services world-wide. This, says the Report, "has obvious, positive implications for productivity and high value-added services."

Beyond the productive capacities of IT, the Report also sees creative applications to save time in nearly all walks of life "meaning more discretionary time will be available." While this sounds like an attainable ideal recent studies here in North America point to less leisure time as the multiple forms of IT come onto the Marketplace. Increased technological advantages has meant more pressures to produce at the office, leading to more stress, and less leisure time to enjoy the benefits of IT to one's pleasure life.

However, it is correct to conclude that the ways of doing business in life have become easier for all of us- ranging from the Automated tellers, to paying bills through the computer, to easier ways to pay for government services, (ie such as renewing one's license) filing taxes, getting one's pension, ordering theatre tickets, making travel reservations and a host of others which need not be catalogued here.

All one has to do is meditate upon one's daily life and the impact of IT becomes self-evident.

IT is making the functions of life easier to do, the big question remains as to whether it is enhancing the quality of life and enriching individuals as a result. Ease of service and execution of a task cannot necessarily be equated with the quality of life or enrichment of one's individual life. Proponents of IT often lump this in on the assumption that the wondrous advances in IT or other new technologies is automatically equated with a better life. The meaning of life is a philosophical and religious question. Technology is a tool for reaching a potential not the potential itself.

Singapore is well poised to make significant steps forward in exploiting IT due to its advanced infrastructure. Not only is Singapore Telecom increasingly upgrading its telecommunications networks to world call service the Computer Industry Almanac 1991 rated Singapore as one of the top ten countries in the world in terms of numbers of computers per capita.

Says the Report, "the percentage of companies with more than 10 employees using computers has increased from more than 13% in 1982 to more than 75% today." The World Competitiveness Report in 1991 rated Singapore among the top few countries to have effectively exploited EDI technology. Another trend which has poised them to effectively take advantage of IT developments is "the increasing availability of government database services to the public and the provision of one-stop services in government departments. An audit done in 1988 showed that the CSCP (Civil Service Computerisation Programme) had reduced or avoided the need for some 5,000 posts in the government. In addition, the government obtained a return of $2.71 (Singaporean= $2.50 Canadian) for every dollar spent on IT in the CSCP.

Recognizing that it is the larger companies that are effectively moving to and using IT technology the NCB will, in the near future, be running programs to encourage smaller companies to develop an IT infrastructure as this will increase productivity and efficiency and contribute to the country's growth and global competitiveness.

An additional problem recognized by the IT2000 Report is the necessity to get people with computers to make greater use of them, not only in business but at home. It is just not using the computer itself which is at issue (as most people will use it for simple functions, such as word processing or playing video games, once it is purchased) but reaching the full potential the personal computer now offers.

"Although one-in-four households today has a computer they are mainly used in isolation. Only about 10% of the personal computers in households are connected to modems for external communication. Many more benefits could be generated by providing an infrastructure of network services for electronic transactions and the exchange of information through these computers. Even in the business sectors, where systems like TradeNet have demonstrated the power of an information infrastructure, the current approach of building sectoral rather than a national information infrastructure will still not harness adequately the exciting power and capability of IT. A national information infrastructure, like the road network and the utilities network, is needed to realise the full potential of IT."

Thus they see the necessity of a national information infrastructure policy as opposed to the development of a sector by sector approach. Singapore's size makes this possible whereas in other larger, diversified areas, such as the European Community, any such cohesive infrastructure is almost impossible to attain. Alternatively, with the move towards both cost recovery programs and privatization the private sector will also be encouraged to use IT for the delivery of services. Teleview is an example of Singapore Telecom providing the infrastructure for the service but private sector companies utilizing the system to provide services.

The Report looks at five key trends which they have to focus on in the next ten years.

• "a. Improving price-performance of microelectronics resulting in faster, cheaper, smaller and easier-to-use IT devices.
• "b. Dramatic increase in speed and capacity of information communication.
• "c. The proliferation of multimedia applications.
• "d. Extensive standardisation.
• "e. Tetherless computing. The recent advances in wireless networks, smart cards, and notebook computers have spurred the move towards mobile personal communication networks. The availability of tetherless computing is creating a new dimension for the spread of IT usage. IT can now be integrated with the transportation system, expanding work and lifestyle options."

The Report also recognizes the necessity for new broadband and fibre optics network infrastructure and encourages investment and development in this area, with the government heavily involved, such as experimenting with advanced applications, in order to have a head start in the world market place.

Part of the plan to gain this advantage and to remain competitive is to form international strategic alliances, in particular with Japan, the US and the European Community (EC). This is in tandem with the larger strategic plan, laid out in the Next Lap, to form a Singapore International Institute. The latter would be composed of distinguished Singaporeans and figures from the international stage. It would work at many levels, cultural, business etc., and rely on not only being active in Singapore but developing "Friends of Singapore" chapters in other countries.

One suggested way to support these Singaporeans abroad is the possible development of a Singapore International NET. It could be a NET to not only help Singaporeans promote Singapore to foreigners but also a vehicle to keep nationalism alive. Usages could be made through such means as telecomputing, keeping in touch with relatives and family and, generally, maintaining ties with Singapore. This would create a continuing emotional ties and patriotism. The Network can also be a means of keeping foreigners informed about Singapore while also acting as an information base. Of course, the question would be how controlled the network would become considering the current internal controls of government. The experience with NETS around the world has been to create a state of near Ôanarchy' as such networks find their own levels of discussion, debate and exchange of knowledge.

Another potential of this International NET is with the new technologies a host of new functions could occur such as teleconferencing, image document exchange and other new forms of communications.

However, without directly saying so the Report recognizes the endless combinations of communication possibilities though seems to suggest that somehow they will stay within understandable, almost rigid, framework.

"The NII (National Information Infrastructure) can help to create electronic communities of like-minded people, or people with a common cause or interest. Once the infrastructure is in place, the bandwidth and connections available will encourage and help Singaporeans to extend and strengthen their personal reach. The new infrastructure will encourage the development of a global mindset, as it does not inherently differentiate between local and global communication. Each individual can use services like electronic mail, video conferencing, bulletin boards, and electronic chats, to spin his own communication webs according to his set of affiliations -- be it the clan, the old school tie, reservist unit, professional society, lonely hearts club or residents' committee." If implemented it is certain the changes will be enormous as developments elsewhere are showing.

Another key factor is the rising number of individuals with the needed expertise graduating from their six tertiary education centres with the focus on the training of IT specialists. According to the Report because of the higher level of education, "the supply of professional IT manpower increased from about 850 in 1980 to about 14,000 at the end of 1991." The literacy rate is rising. The increasing number of educated, literate men and women is also causing a reverse problem -- a brain drain. Because Singapore is open citizens can come and go -- many are going, partly because of limited opportunities in smaller countries or more enticing prospects in other countries. While Singaporeans can be found around the world many have settled in Australia, Canada and the United States.

As people with highly developed skills are invaluable resources for any country the IT2000 Report envisions using IT to use experts in Singapore to be consultants and advisors to others from around the globe. They are proposing a `distance learning system' which "could be projected overseas to turn Singapore into a regional education and corporate training centre. Similarly, our medical specialists, architects, engineers and other experts could provide consultancy services to counterparts in other countries, without having to do too much travelling. This extended reach will make Singapore a more attractive base for world class experts.

The Report also suggest extensive plans for improving their transportation systems including improving the ways in which services and goods can be moved through their airport and seaports, while also creating increased passenger convenience. This is part of the overall plan of using IT to attract more tourists and to deliver more of what they want as they recognize that increasingly tourists are becoming more sophisticated and demanding in their wants. Tourism is as competitive in today's market as any other business. People want convenience in planning their vacations as well as increasingly unique spots to visit. To achieve this they see the new information infrastructure as a means to implement a Leisure Information and Reservation System which could be accessed from outside the country to give potential visitors "a multimedia window into the attractions and activities in Singapore and the region." It will also provide assistance for travel agents and be available locally to help tourists when they arrive to pick an itinerary etc. Additionally, it will have information on outward connections from Singapore thus being a tool to assist in all facets of one's visit to the country. As will be seen below in the section on Teleview, this plan has already been realized.

They plan to become a major business hub being the leaders not just in the area but internationally. They foresee the information infrastructure being useful for increased services for globally developed companies. The infrastructure will make not only remote management easier but allow for videoconferencing as well as the development of information databases within companies or elsewhere which could be accessed remotely. In transportation they want to develop a Maritime Information Commission to provide more information. This would be an integrated unit. Such a system "will be able to streamline information flows among the shipping, trading and freight forwarding community and the government. In addition to providing vessel schedule, it will allow for enquiry, approval and confirmation of trade and shipment-related information, documentation and administration such as shipping notes, cargo manifest and delivery orders."

Thus, Singapore seeks to be a business, services and transportation hub while using the information infrastructure to stimulate the economic engine of the country. Using interactive and multimedia technologies will also play a large part in the improvement of their education system as they recognize the importance of turning out any country's most important resource -- high quality, well educated individuals able to apply their skills effectively and creatively. The education plan extends to all segments of their population as interactive education would also be possible with a sophisticated information infrastructure. Study from home could help all sectors of society, the student who wants to tap into a knowledge database, an expert who wants to improve his/her skills or to assist in re-educating or raising the educational levels of the elderly who do not have the opportunity to learn in their youth.

In addition to this extensions to media and cultural institutions are planned as well as developing more services for the disadvantaged. Other networks would include a Community Telecomputing Network as well as the above mentioned Singapore International Network.

The Community Telecomputing Network is am ambitious project to link up the community and provide a range of services, its description has rings of the Freenets developing here and in the United States.

"The Community Telecomputing Network will provide low cost, 24-hour access to a wide range of electronic services. It will allow users to send and receive electronic mail from others in the community and seek the advice of volunteer experts such as doctors and lawyers. It will provide access to all types of public information on subjects like education, cultural activities and special events. It will support communication with elected representatives, town council officials and community leaders and access to information about government services. It will be a system run by the community for the community. The system will evolve to support civic and cultural networking. Within a community net, which could cover an area the size of the larger new towns, sub-nets belonging to particular interest or sub-community groups may emerge......the network will contribute significantly towards the creation of more involved and cohesive communities. Retired citizens, in particular, will be encouraged by the availability of easy communication to participate actively. In the process, our civic society will become more vibrant. New civic communities will be created and existing ones enhanced by the willing volunteers who underpin the system."

Under the heading of Improving the Quality of Life numerous new methods of conducting life's daily business are articulated including: One Stop, Non Stop Government and Business Services; Teleshopping; Cashless Transactions; Easy Commuting; Telecomputing; Better Healthcare and Intelligent Buildings.

One Stop, Non-Stop Government and Businesses: This will be to conduct everything on the network ranging from getting a permit, a license renewed, registration for school admission, access to National Library's databases and a host of other services in both government and business. This could be offered through the current system, Teleview (more on this below) as well as through a host of other alternatives such as an information network.

Teleshopping. Such as exists now on our cable channels; also with the use of TV it could be interactive; products of many companies could be compared and video clips of items shown.

Cashless Transaction. Electronic data interchange between companies on a Financial Electronic Data Interchange Network. The use of smart cards in different forms is considered for this proposed system. "For financial EDI to be even more widely used, the public telecommunication network must provide a number of services to ensure and protect the integrity of transactions. A common stored value card system, replacing many prepaid cards, will function like an "electronic purse", which can be used to pay for many low value transactions. It can be topped up through ATMs. In this way the additional cost of using smart cards, with superior security features compared to existing magnetic cards, could be justified. Everyone, especially the consumer, benefits."

Easy Commuting. This will be electronic road pricing combined with computerised traffic systems to control the flow of traffic. (The latter already exists in most western cities). In addition, databases with basic information on transportation routes and schedules, of benefit to both local citizens and tourists alike who want to plan their trips would be initiated. Also, technologies will allow up to the minute data on traffic congestion which could become available to the driver and to the computer system to help avoid congestion and maintain a steady flow of traffic. Singapore has the least congested roads for a modern city.

As a further note to this plan there have been experiments with a microchip in the license plate to track cars driving in Singapore. The idea is to pay tax based on mileage travelled. However, this is an experiment only and not universally adopted, as had been reported in the world press in 1992. In an interview with an NCB official doubts were raised as to whether or not this system would be used.

Telecomputing. As with other jurisdictions this is a system they want to try. One persuasive reason for this now is the increased technologies which allow not only word processing, fax, modems etc but the ability to receive and transmit images."From their homes, telecommuters can access all the information services and computing resources they need to do "office work". Telecomputing will give Singaporeans more flexibility to juggle their commitments to work, family and civic responsibilities enabling them to have a more satisfying lifestyle". However, this is only a brief statement of what is coming to be a complex, social problem. The pros and cons of this will be as subject to much debate in Singapore as elsewhere.

The implementation of any such plan involved many factors and thus there will be key partners needed to make this work. This framework, says the Report,involves the following key organisations:

• "a. The National Information Infrastructure Group(NIIG) under the NCB to masterplan and spearhead the implementation of the NII.
• "b. Singapore Telecom and Singapore Broadcasting Corporation to continuously improve their network infrastructure.
• "c. The Project Specification Terms under the NCb in partnership with organisations in the public and private sectors to conduct the feasibility studies, develop the system specifications and funding mechanisms for the national IT application projects.
• "d. A high level steering committee to oversee and guide the highly coordinated multi-agency effort needed to implement the NII (National Information Infrastructure)".

Basically, their private sector advisory groups provided sixty core IT applications which will act as the base for them to carry on. Along with their own plans they see the possibility of meeting the expectations laid out in the overall strategies in The Next Lap.

Following are the five main recommendations made by the Committee which produced the Report and which were adopted by the government.

• "a. To endorse the IT vision to stimulate national competitiveness and to improve the quality of life in the Next Lap as described in this report.
• "b. To entrust the NCB as masterplanner of the National Information Infrastructure (NII) and to spearhead a multi-agency effort to implement it.
• "c. To provide the NCB with funding for the NII Group and project specification teams".
• "d. To fund the implementation of approved NII projects on a case-by-case basis. "e. To reconstitute the Committee on National Computer-isation (CNC) into a high level National IT Committee with enlarged representation of key stakeholders. The new committee will chart directions for implementing the NII. It will also bring about the high level coordination needed to synchronize the efforts, policies and changes in work procedures of various ministries, statutory boards and private sector organisations".

Finally, to turn the vision into a reality the NCB recognizes there is a "need for a comprehensive approach to the synergistic development of a well integrated and advanced national information infrastructure (NII)." Five key strategies identified to make this a reality are:

• "rapidly exploiting current technology for immediate benefits
• "experimenting and prototyping emerging technologies for future deployment
• "evolving the NII architecture to take advantage of new technologies and standards, and at the same time leveraging on past investment.
• "establishing strategic alliances with local and international R&D institutions and technology organisations.
• "fostering local and international collaboration and cooperation with businesses, government agencies and the IT industry."

The technological development referred to in the IT2000 Report would come from the Information Technology Institute, the Research and Development (R&D) arm of the National Computer Board. This Institute play an integral role in IT developments in Singapore.

THE INFORMATION TECHNOLOGY INSTITUTE
ELECTRONIC DELIVERY OF GOVERNMENT SERVICES
"Both extensive networking within the Civil Service, together with industry-wide networks will enable public services to be provided electronically around the clock, allowing members of the public to transact with the Government anytime, anywhere". Singapore Civil Service Computerisation Programme Like other governments, Singapore has seen early on the advantages of using Information Technology to provide government services. The aims are multi-fold: to offer the services efficiently and quickly, to improve the ease of access, to improve the quality and to lessen across the counter service. This section will deal not just with the policies driving these enhanced services but the vehicles being used to deliver them.

Tan Chin Nam, Chairman of the National Computer Board, emphasized, in the introduction to their 1992 Annual Report, the importance of the proposed NII, noting that the United States is moving in this direction as well as other countries. He sees an evolutionary approach to the development of this network, stating that "...through an evolutionary approach we can exploit transitional technology like narrowband ISDN (Integrated Services Digital Network) and Teleview to educate the consumers before making much heavier investment to deploy high bandwidth networks fully."

He announced that "the centrepiece of the IT2000 technology development programme will be the establishment of a high bandwidth communication testbed, linking together all the IT R&D centres and new technology showcases(including intelligent homes, intelligent offices, smart factories, and smart classrooms). This proposed testbed, called the Collabrium,will be a mini-NII, where new applications will be put on trial and demonstrated before widespread adoption."

Such a gradual implementation "will provide new opportunities for MNCs, local companies and R&D institutions to participate in the development of our NII. This will ensure that we remain in sync with the NII-related R&D programmes in the U.S., Europe and Japan, and the emerging international IT standards." He reaffirms the thrust of the IT2000 Report that the implementation of the NII will make them more competitive globally, allow them to maintain world standards and to offer their expert services abroad. Another message that communicates itself throughout their literature is the dedication and professional of the staff who work to the top of the capacity while developing important national and international links.

TELEVIEW
Teleview is a two-way interactive system offered to both residences and businesses, as well as being on display in public spaces, developed by the NCB, and offering a whole range of services from the government and the private sector. The provider of the infrastructure to deliver the service is Singapore Telecom. It is the first photographic high quality videotex system. It has crisp, clear colours. Teleview is advertised as making available any information you need at the push of a button which can be done by direct access. It also has an unlimited database size so there is no limit to expansion of the system.

While English is the working language of Singapore, Teleview is, as a potential provider of all services to its people, available in all 4 official languages of the country. As of this writing there are 100,000 frames on Teleview. Of these, 6,000 frames are in Chinese, 3,600 frames in Malay, 1000 frames in Tamil and the remainder in English.

It is the most complete interactive service encountered by the author of this report (amongst the countries studied at this time). Considering the range of services Teleview offers, from personal banking to accessing a multitude of government services, to interacting with government offices, to educational assistance, placing advertisements, getting the latest stockmarket and financial information, travel information to a host of community services and information, the claim is not lightly made. Teleview is a toll free service.

While all manner of information can be assessed in Canada, the United States or most European and other developed countries around the world, the difference with the Singapore system is it is integrated through one program which is very user friendly. It is one stop shopping for the multitude of functions in one's daily life. It's purposes fit directly into the IT200 Report strategies of offering quick, easy and accessible delivery of government, business and community services and eliminating as much as possible the need to physically go and engage in an across the counter transaction.

At the same time it offers educational opportunities, no matter the age either through accessing information to enhance one's current studies or provide external correspondence courses for those who wish to improve themselves. For example, one of the aims of the government is to use this form of technology as a tool to offer education opportunities to the elderly who did not have such opportunities prior to Singapore's independence and subsequent growth to the vibrant economy it is today.

One example of an educational service is a system is called CDIS (Curriculum Development Institute of Singapore, Ministry of Education) on Teleview. It is joint project of CDIS and Singapore Telecom called CDIS-205. This is a series of "interactive lessons on Teleview with new lessons released on a monthly basis since June,1991" They can be accessed free of charge from page 205 in the system, (this the name CDIS-205). While most of the lessons, complete with text and graphics and photographic interface, are"based on the secondary school curriculum...there are some additional enrichment materials" that take the subscriber beyond schoolwork. For example, under the subject geography, Teleview offers "key concepts presented in a variety of exciting and stimulating formulas". There are also courses (and information) on history, art application and design, science, mathematics, information processing and home economics.

It also offers an e-mail service with a $5 (Singapore) start up charge and $20 a year administration charge. It costs 5 cents for every message charged. There are also access to chat lines, ability to send Greeting cards, a system called Quick notes, Urgent Mail and Electronic Ordering of Goods and Services.

The system also offers the Request for Quotation for business users, and once on-line the member becomes part of what is called the Closed User Group. There are some similarities to Canada's Open Bidding`System. The Singapore business person, once signed up as a subscriber, receives an invitation to bid electronically. Then one's bidding details is submitted electronically. One of the primary advantages for a supplier is to be able to submit up to the last minute bids keeping up with market changes, thus being more competitive.

While this is not an interactive method there are other services which are -- one of them being what is known as bidding for a Certificate of Entitlement. The latter is required under Singapore law when one wants to purchase a car (it is a means of controlling the amount of vehicles purchased in Singapore.) One needs the certificate before a car can be purchased. Bids are made for these certificates and costs can go as high as $15,000 to $20,000. An application can be made and a bid submitted right from the individual's TV or Computer through Teleview.

Another example of an interactive service is in the area of military service. All Singaporean males are required to serve two years in the armed services and then be a member of the reserves until age 45. Part of the latter requirement is that an annual medical check up be taken to ensure the individual is healthy and in good physical shape. Rather than calling or going to the Medical Centre to arrange an appointment it can be done through Teleview.

These are known as Gateway services which link in directly to government services such as TaxNet and other examples.

With this system one can also dial into the system and find out the value of properties as well as finding out what tax you owe on the property. The individual can dial in directly to the Revenue department for information on filing their taxes or their own taxes status. It is emphasized by Mr. Wu that there are strict confidentiality requirements, as to who may access such information. Also, the individual will pay a small fee for any service delivered in this manner, the same as if he/she went to a government office for the same service and paid a fee if one was attached to that particular service.

At the moment a citizen can buy a tax computation software piece to do assist them in doing their taxes, such as how much they might owe based on their current income. The next phase is going to be the ability to dial into the system and to be able to file their taxes directly through Teleview. Right now, says Mr. Wu, there is an on-line service for tax queries.

The identification number used is the individual's Social Security Number, SSN, which the person uses for all transactions with government and business and is theirs from the cradle to the grave.

The On-line banking system allows electronic payment of bills from the home or office, corporate banking, account enquiries, queries on interest and whatever else the individual or business needs. All with enhanced graphics.

In the Finance sector there are access to on-line stocks and share prices, world market round-ups, computer charting for better development (enhanced statistical graphs can be pulled up on the screen), access to specific trade opportunities locally, overseas trade contacts and other services vital for business.

The Travel system within Teleview is also interactive. It offers a series of options ranging from tour packages, transportation services, points of interest for travel and all the normal travel service functions. Travel agents offer information of tour packages. Teleview provides schedules of flight arrivals and departures, airfares, facilities at local hotels and resorts and other tips and vital information for travellers. It also offers a guide for attractions at their Island recreational complex, Sentosa, and actual travel magazines.

In addition, the consumer apart from picking and choosing different travel packages as well as obtaining information on costs of travel, can also access the system then look for a package which will fit within my budget range for the time period the individual is in Singapore. Alternatively, a local can select a wide variety of options for travel from local attractions to regional or international destinations. Different numbers will come on the screen with a financial range. The individual picks one for his/her budget capability and goes from there working out on-line the best possible travel plans whether it be within Singapore or to other countries in the surrounding areas.

Another personal usage is an on-line access to a service called Magazine which offers information on the latest events in town under such categories as: Where to Eat, Living Tips, Home Hints, Teleshopping, Local and World News, Weather Forecasts, Family Medicine and Buying Guides.

Microlink keeps subscribers up-dated on the latest technologies offering Bulletin Board and Telesoftware for PCs and updates on development in Information Technology.

However, through Teleview it is not possible to link into other Bulletin boards or international communications systems, such as Internet. It is possible to link into Internet from Singapore with a modem but not from this particular system.

A strong feature of Teleview is the capacity to bring up high quality photographs whether it be shopping on the network or any other subject such as one of the many educational programs. Photographs are an integral part of the system and appear to add an exciting visual dimension. Again, while photographs of products is familiar to any one in North America who teleshops on the Shopping Network, the difference in Singapore is the unified system.

Apart from things like the Certificate of Entitlement, described above, Teleview offers a host of government services ranging from the tender services, transport, community and the arts, child care services and work permits.

There are a host of community services such as access to data banks with health information or a list of job banks for positions currently available in Singapore in both the public and private sectors. Apart from the daily up-dates on property listings all the rules and regulations for the Housing Development Board (the public housing system in Singapore -- 84% of which is owned by the occupants). The system allows the individual to buy the "faxlink" system which can send a fax to another computer anywhere within Singapore. Also, individuals can place buy and sell ads. The Open Market Values of cars is a service provided by the Registry of Vehicles. Another program, "Home Hints", provides useful tips for repairs and home care. All these systems contain a wealth of information available to the viewer at minimum cost.

All this information is provided to Teleview by third party service providers. These range from companies and organisations l1like travel agencies, publishing houses, government departments and statutory boards who feed the information to customers via Teleview.

The system can be accessed either through one's television or through one's computer terminal (the latter preferred most by business). The restrictions to the system right now is it is provided through the telephone. Thus, while the subscriber is using the system the telephone line is tied up. While this is not as much a problem for larger businesses, with multiple lines, it is for people in residences as it means the line is busy while in use. Teleview can be received off-air through a UHF antenna. However, there are also problems with this because often individuals could be in buildings through which reception is very difficult. Extra expense could be involved for the purchase of more equipment or trying to reach the technical specifications needed to get the service.

The current situation is causing problems with sales as Singapore Telecom says there are only fifteen thousand subscribers which they estimate translates into about 60,000 users. However, much of this will be solved as they move in broad band technology and fibre optics communications. It is estimated that when this comes within the next year or so subscriptions will jump dramatically as Teleview will be more universally accessible.

In summary, Teleview offers just about every imaginable service a customer would want in an information, colourful and easy to use formats.

The Civil Service Computerisation programme (CSCP) has been responsible for implementing more than 400 application systems within the civil service. They act as the technological advisors. The CSCP is managed by the Government Systems Division of the National Computer Board and they have been making a big impact in improving the quality of public administration and public services in Singapore. They have computerised all Government ministries and organs of state with more than 100 mainframes and minicomputers and over 10,000 workshops.

The National Computer Board is responsible, amongst other things, for the development and implementation of the National Information Infrastructure while the National Economic Board is responsible for ensuring people can access the information in the systems developed.

TECHNICAL REQUIREMENTS OF TELEVIEW
These are the specifications of the system which can be accessed through either the TV or a PC.

For existing TV owners they can opt for the MII Dedicated Teleview Terminal. This can be connected to one's TV to allow access to Teleview off-air and comes with a remote control keypad. For those who own a IBM PC/AT or compatible with an EGA colour monitor, they can purchase a Teleview PCACESS Software and a Modem card to enable the individual's PC to receive TELEVIEW information through the telephone line. However, for faster graphics, one can buy a Teleview Receiver card and connect it to a UHF antenna. Information is then received off-air.

Following are the specific technical requirements called for by Singapore Telecom.

Option One (PC Based)

Basic requirements

• 1) IBM PC AT 286, 386 or 486 compatible with EGA, VGA or SVGA Monitor.
• 2) A Hayes compatible modem 2400 bps with/without MNP 5.
• 3) Phone line(will be engaged when Teleview is used.)
• 4) Teleview PCAccess software
• 5) ID to access Teleview Service

PCAccess Software is able to display text, graphics and photographs.

To enhance speed the subscriber:

• 1) Requires Receiver (RF) Card
• 2) UHF Antenna

Option Two (MII Dedicated Teleview Terminal)

The MII dedicated terminal comes with a remote control keypad. It is able to display full text, graphics and photographs. It is not upward compatible.

• 1) Connected to a TV set.
• 2) Phone line (engaged when Teleview is in use).
• 3) UHF antenna (optional) for faster retrieval of information.
• 4) ID to access Teleview Service. It is important to note here that confidentiality is guaranteed when customer personal or financial information is used when interacting with a service. For example, the Requirement for Bidding service specifically states that all bids are kept confidential to ensure the integrity of the supplier's bid and to be able to effectively compete.

THE COST
Following is the breakdown of the tariff for the Teleview User. Teleview is a toll free system, ie there are no phone costs when on line. However, there are basic costs to subscribe as well as costs for usage of the e-mail system.

Business subscription costs $29 per month for the main user and $14 per month for each additional user. Residential subscription costs $9 per month and a supplementary user $4 per month. A message transmission costs 5 cents per message with the first 10 hours per month of connect time free and then 1 cent per minute in excess of the 10 hours. Service providers may levy separate charges for frame access and membership in Closed User Group applications (alluded to and explained above).

The User also needs an ID and password to enter the system as with any other technological communications system. For specific services passwords might be needed or PIN numbers, as in the case of telebanking, ie accessing banking services and one's own personal account.

As it is the intent of the NCB to reach the general public as widely as possible then they are maintaining a low cost strategy to achieve this.

THE SUBSCRIBERS AND REACH OF TELEVIEW
Teleview is not just available in the home and offices. It is also on public display for basic services around the island. Public terminals can be found at the NCB, in many government buildings, community centres, universities and schools, in the libraries and some shopping centres. There are also Teleview clubs around the island, in these institutions, to educate people on how to effectively use Teleview.

It contains many networks such as LAWNET and TradeNet. THE PROVIDER -- SHARING THE DUTIES SINGAPORE TELECOM AND NCB (National Computer Board) The services provided on Teleview come from all sectors of society, including government. It is an integrated system which has everything to offer from access to the world markets, the capacity to pay a bill at the bank, to get a service from government, to accessing the lottery results, to computer games the whole family can play. It is a universal provider of information and services. Officials at the NCB estimate that as users become more specialized and the technical capacity is raised, there will be even more subscribers. The NCB provides experts in service to the system.

However, Singapore Telecom is the infrastructure provider of the service. They operate and maintain Teleview, promote it, are responsible for research and development of the system, manage and service the equipment and collect revenue.

The National Computer Board serves as the Government Product Manager. They provide consultancy and support to Ministries and statutory boards, identify new services, package services, ensure quality, promote services, conduct market surveys and assist Ministries in the technical aspects of connecting their computer systems to Teleview.

THE BUSINESS CONNECTION
Singapore Telecom offers what they call an Info Terminal for business to advertise to reach people throughout Singapore. Info Terminal , says their promotional information, Offers the public instant information, instant contact and instant service. Teleview terminals are installed at strategic locations for the public to access a rich array of information and transaction services. There's news on current affairs, stock prices, property information, banking or shopping to meet every need." Singapore Telecom is constantly adding more services.

The Info Terminal has a built-in software drum or carousel for advertisers to place advertisement frames on their services and products. The frames are played repeatedly for public view and one can advertise for $5,400 a year for each terminal, estimated to be a fraction of the cost to advertise in other media. There are no figures available at this stage on the numbers of people who use the terminals or what results there have been from these terminals. Singapore, in his promotional material urging business to use Teleview, tells them that "they can now ride on the wave of a new electronic marketing era. Teleview technology allows your organisation to create, edit and publish information to customers instantaneously without material wastage." Also, with Teleview, businesses "will be able to conduct surveys, get feedback on new services you would like to launch, advise your customers on the best deals you can offer and educate them on the use of your products." Thus, the interactive nature of the system is seen as offering a distinct economic and productive advantage by enabling the customer (ie the business client) to keep up with the changing nature of the marketplace.

Another advantage is in the area of information retailing. "You will be able," says Singapore Telecom, "to create a new business by linking your information system's database to Teleview by selling information from your computer to those who are willing to pay for it." Teleview actually offers, as of late 1992, over 100,000 pages of information and they system is constantly being enhanced.

The technology is also offered as a productivity tool in which the create use of this service will free employees for other tasks." With the Teleview computer handling your customer enquiries, you can increase office productivity by freeing valuable staff to pursue other value added jobs. It can help you interact and build a close rapport with your customers. It can also help you achieve greater cost-effectiveness in promoting your products and reaching new markets."

Through this system clients can either create their own services or work with Telemarketing offices of Singapore Telecom in developing services. So there are vast ranges of options from electronic publishing, full textual and graphics services, e-mail, teleshopping, government services, as outlined above. The option also exist to allow Teleview subscribers access without restriction or to work out a Closed User Group basis (as is the case of suppliers bidding for government contracts).

The system also allows the provider the capacity to store all of one's information in the Teleview central computer. Various options are made available. "Information is created on the IBM PC/AT compatible in your office, using Teleview editing software, and sent to Teleview once it is ready. Alternatively, you can purchase the Teleview editing equipment, which comes with relevant hardware and software," to create graphics and enter photographs. The provider can also send information on a bulk-basis for regular updates to what is in the Teleview program. As well, the provide could consider a gateway service which enables one's computer to connect with Teleview on an interactive basis. This capacity allows the Teleview subscriber to call the provider's computer anytime, and to do an on-line search for information stored in the provider's computer. There are many examples of this gateway service.

SINGAPORE NETWORK SERVICES
Lest there be any misunderstanding the National Information Network is not just composed of Teleview and the services offered by Singapore Telecom. In fact, there is also the Electronic Data Interchange which was government owned and is now becoming privatized. This network, Singapore Network Services, contains such databases accessible by the public by subscription, as: TradeNet, PortNet(basic marine information including updated weather conditions), MedNet and LawNet.

Mr. Lewis Wu, of the Government Information Services of the National Computer Board, says that most of the subscribers on this network are very high and come mostly from business as this serves their needs the most. These are what are defined above as the Closed User Groups who make use of a whole wealth of information including financial information and direct access to the stock market.

There is also an electronic publishing industry, privately run, in Singapore but it has had difficulties of late since Teleview emerged with its publishing capacities, including Reuters news services on-line.

OTHER ALTERNATIVES
Singapore has also developed a Information Kiosk similar to that of InfoCal. which it has yet to distribute though this is in the planning stage. This will be placed in public places throughout Singapore. It is user friendly service offering the four official languages. A woman hostess comes on and guides the individual through the system in the language of the individual's choice.

Dr. Tan Chow Hoon, Director, Government Information Services of the National Computer Board, says that they are not opting for one infrastructure, such as Teleview, for the services they are offering. Their kiosk system is one alternative as will be some form of smart card (though not yet in any kind of universal use within the country). Dr. Hoon said that they do not want to rely on one system because of the possibility that this will not be acceptable to the public. To choose the wrong infrastructure could result in large financial losses. He said that their overall aim is to be user friendly and through the use of technology continue to offer the citizen fast, efficient government services. In time, the line ups will drop as citizens use the services remotely. Already, he said, the number of people going to public offices a decade ago has dropped because of the utilization of these technologies.

The next question to come from all this is: just because it is efficient, easy to use and convenient does this necessarily mean people will automatically use it? What are some of the social problems and attitudes driving this issue? How far along are the citizens of Singapore in using the systems or adapting to it? Are there age differences or is the difference as to who uses these types of systems a matter of literacy and educational level? Is the technology moving faster than some governments and business can implement and use it to their benefit? These are just a very few of the questions driving this debate.

There is a TELETEXT system and this is run by the local TV station. Customers buy a decoder to access their system and there are approximately 100,000 subscribers in Singapore. These are mostly in residences as few businesses have TVs in their offices. So most of the usage of Teletext is at night and competes with regular TV viewing so, apparently, the usage is limited.

SINGAPORE TELECOM
Singapore Telecom is the provider of the service providing both the hardware, with the telecom infrastructure and getting the providers of the services in all sectors onto the system. They have a mandate to run Teleview and are licensed to operate this for the next fifteen years but they will be fully privatized within the next five years.

As well as being the vendor of Teleview they also provide some services themselves.

The company itself is in the process of being privatized in the next few years and shares went on the market in July. There are currently limitations in offering Teleview but new systems going into place will speed transmission time and the quality thus raising the potential.

While there are efficient, friendly services in place to make it easier for the individual to take advantage it is still a long way from the totally on-line society where everyone is interacting with government and business on a routine basis. The 15,000 subscriber basis for the moment (probably to dramatically change in 1994 when fibre optics networks wire the whole society in Singapore) show that this is just the beginning. An improved infrastructure delivery system is expected to create a quantum leap in subscribers.

Singapore Telecom aggressively markets TELEVIEW and promote as much the Teleview software for the PC as for subscription via the television. They have programs to promote to business to both get on the system as well as put their services onto Teleview. This has worked well, for example, with the banks. The five big banks have put extensive services onto Teleview.

The company recognizes that a lot of education is going to be needed to get businesses to get it into their PCs at their offices and for people in general to use it. The basic goal is to get users to recognize the benefits of the system.To help people adapt they are offering a number of services such as visits to the home to sort out problems but also an on-line service. They have a customer team within the company and want people to know that they are there to help them. They also offer lectures. They recognize that it is difficult to get people to change their ingrained habits and patterns, especially at home as opposed to the office where changes have come faster. The thrust of their campaign is to encourage usage of these new systems.

One example of a service that is gradually starting to catch on is the On-Line Concert sales. This interactive service puts up tickets for major theatre attractions. Recently, they sold 20 tickets in one week. While it seems very little it is significant progress in relation to the number of the subscribers.As the price for buying the hardware and software for the service drops, as the quality of delivery improves, as people become accustomed to the technology and as more services are offered, then will Teleview grow, in the view of Singapore Telecom.

What they recognize is the necessity to get as many services as possible into the system representing all aspects of life. They believe that if people feel they have to pay just to get government services then it is not as attractive a service.

SOCIAL COMMENTARIES ON IT TRENDS IN SINGAPORE
Professor Eddie Keo, Director, Mass Communications Programme and Dean, School of Communication Studies, National University of Singapore, sees IT developments and the advent of new medias as being the forces driving much of the change that is going on in Singapore. He says that the advent of Satellite TV and more access to a plethora of publications is, by itself, creating a more open society. How this will turn out in the long run is too early to say but all who were interviewed recognized that fundamental change will come.

However, there are problems in attempting to implement basic IT strategies. Two of these are language and gender gap along with the information rich and the information poor. While English is a working language which most speak there are a multitude of languages and dialects amongst the population. This question of language is one Professor Keo believes has be to be addressed. These are gaps which will have to be closed for Singapore to be able to fully implement their IT and overall strategies.

In Singapore it is clear that the policy making combined with social planning is from the top down. Professor Keo concedes that this results in government and the private sector, with their technology and new resources, are moving faster than society is ready for. However, he says, these problems are offset by practical policies to try and bridge these difference. One way he believes the gap can be shortened is to shorten the transition from stage to stage.

For example, TV once was the domain of the rich who could afford it. Now it has almost 100% penetration into the society. The same could be done with the PC and this is something the government is taking into consideration in the development of their policies.

One way to prepare the society as a whole for a computerised society is to concentrate on the youth, many of whom already have a facile ease with many different technologies. Professor Keo points to the strong emphasis on Teleview, on education. Singapore Telecom, he says, is concentrating on schools to bring a high level of technological literacy. There are computer clubs in the schools and a distinct effort is made to reach the students. In addition, remote education from the home through a variety of plans is also helping with programs for elders. Home tutoring acts as a supplement to study. The educational programs have proven to be one of the most popular products from Teleview.

An additional factor amongst the young, in the changeover to an IT literate society, is the various media of entertainment that younger people have come to take as a normal part of their life. Whereas with the older generation there has been a resistance to computer technology, on the whole, says Professor Keo. But the more user friendly the technology becomes then the more it is possible for the older generation to catch up. This is why the strategy of raising the literacy rate of an older generation is also important.

For example, says Professor Keo, often in families the older generation will leave it to the younger people to use the technology, such as the VCR. But because the technology becomes more user friendly doesn't guarantee its usage as other factors need to be taken into account, one of which people set in their ways for decades will not necessarily change.

Interactive TV does act as a good medium to bring down the resistance simply because it is user friendly and is becoming more so. The main point in all this is the thrust to bring people into the use of IT because it is so radically changing the work force.

Like the Japanese the Singapore government strategy appears to be to raise the literacy rate of those leaving secondary institutions to the highest level of competency not just in Information Technology but in a variety of skills to prepare them for the marketplace.

Another reason Singapore is poised to make the changeover in a larger way to IT is the facility with which people are using new technologies. For example, apart from being amongst the top ten countries in the world of the largest number of people per capita owning PCs (80 per 1,000 people) they are the largest users of cellular phones and pagers per capita.

Singapore has the reputation for having a very sophisticated telecom system. Businesses come from around Asia to take advantage of Singapore Telecom which has the most advanced technologies in the areas.

Increased usage of technologies creates other problems because of the potential loss of jobs. Already, thousands of jobs are being lost in Singapore because of the shifts being brought by IT and other occurrences in the market. The changes are coming not just because of IT but from the shifts in the markets and in the economic structure. These changes are taken into account in the overall economic policy of the government.

This has resulted in the development of creative ways to develop not only new jobs but to expand into the region and evolve external economy. Senior Minister Lee Kuan Yew set the tone for this on why Singapore needed to build an external wing of its economy: "All successful mature economies have this external dimension which broadens their domestic operations and helps them to upgrade their economy."

From this extensions can be seen not only increased trade but also the exporting of their own technological expertise. One example is by the Civil Service Computerisation Programme, which sent a team of 21 experts to Sarawak to set up that country's computerisation of their civil service. Other examples are of private companies who are encouraged to form strategic alliances with companies in other regions of the area or to expand into them who have put a lot of funds into skills training for dislocated employees.

This need to expand because of the recognition of the potential loss of jobs also means that they have had to develop a clear policy to help people in the transition. Thus, says Professor Keo, an essential ingredient in their overall economic policy is: 1) reeducation; 2) training; and 3) skills development.

The literacy right in Singapore is very high and has risen dramatically over the past three decades. Every ten years shows about a ten percent increase with over 90% now, says Professor Keo. Those below 40 the literacy rate is 90 to 96%. whereas the over 60s represent about a 30% literacy rate.

Another strong factor that is helping the transitions occurring at this point in Singapore's history is people's attitude to work, says Professor Keo. The work ethic in Singapore is quite basic, as it is the Asian value system, he says and is officially endorsed by the government. Not only are people generally happy to work they willingly retrain. This is in contrast to other societies which are considered to be too relaxed towards the attitude to work. Singaporeans clearly seem to enjoy work and can be described by some as workaholics. More IT and more hours of work is generating more wealth and people are generally being rewarded for it. In other societies people are pushed to work harder and longer hours but find they are getting paid less and are not getting the rewards for their work.

The comment was often heard during the research for this study, that people would work long hours, stayed late at night and work a half day on Saturday (the latter is the official work schedule). Yet, this resource is resulting in greater wealth in the society and is contributing their their growth.

Dr. Tan Wan Boon, a lecture at the Faculty of Business Administration at the University of Singapore, who also spent the last year as an advisor at the NCB, says that the social implications are crucial to understand. He believes we are now going to have to come to understand these social implications and this is a role government will have to take. He doesn't think we should abandon the impacts of IT to natural change but should isolate the bad parts and handle them. This is where he believes leadership becomes so important.

You have to anticipate, he says, what are the consequences but at the same time allow the mind to roam freely. This, in turn, allows change and development. It is the environment that technology creates but Singapore's problem is it does not have the capacity for unbridled growth. As a small nation Professor Tan Wan Boon says that Singapore will have to adopt more controlled ways of development.

He sees Singapore as a young, successful state that is dominant economically in the region but it is a region experiencing quick growth. Their job is to constantly adapt and IT assists in this. Hong Kong, he says, is developing with North China in mind (the upcoming 1997 takeover) but with the rapid changes to what the Chinese are calling "the socialist economy"(the rate of growth is phenomenal in China) Hong Kong can only benefit because it helps China. A successful Hong Kong is also good for Singapore. Along with many Asians he believes that there is no reason to fear the fate of Hong Kong because allowing it continued growth benefits all simply because China will not have much to gain from the decline of Hong Kong. While this makes eminent sense economically it omits the factor of irrationality played put by global politics. While economic growth may be pushing China forward the question is whether the leadership will allow this.

Professor Boon uses the metaphor of Singapore as a small craft forced to anchor themselves against a large craft. Yet, this works to their advantage for many reasons not least of which is that the people of Singapore have a strong view of themselves as Singaporeans. This creates a unity of purpose. He does not see the generational gap as being much of a problem for Singapore so much is being done in the way of education and training.

He stressed that it is the government that takes the lead on issues including IT and is encouraging the private sector to use new technologies. Their commitment is self-evident as evidenced by the Civil Service Computerisation Programme, which has widely implemented IT throughout government.

As to the success of IT itself he says it is a natural outgrowth of the willingness of people to adapt but also because they are a young country in constant change. The government is committed as evidenced by the number of institutes it has set up to implement the IT developments. He, along with other academics, point to how open Singapore has become. Internet is available to many now and, he says, the NCB recognizes that Internet opens the world to people. It is understood that it is not possible to close the world to people. There is a free flow of information and he sees the real problem is handling that information. People are going to have to be more discerning about how the use the information.

Because the world is changing so fast he believes it is important for people to adapt to the changes coming. He doesn't analyze these changes as good or bad but rather to understand them in the perspective of the relevance to a particular society.

He states that Singapore is an open society very open to communication channels of the world. The government has recognized these changes and now have the attitude, in all changes being introduced, that" what is good for you is not what is good for us; that what is right for you is not necessarily right for us." This is a recognition of having to be selective about how changes are to be made but also to make people understand why the changes are brought.

It is clear the government have the leadership role in all aspects of technological development and are working hard to encourage the private sector to adapt to IT and the benefits it can bring. But their concerns go beyond just the private sector. The government sees IT as tool to create an integrated whole in which all society will benefit and people will improve all levels of their life -- from the workstation to the home.

The biggest overriding concern in a society like Singapore, built on hard work and discipline, is that the implementation of more and more electronic delivery of services and goods into all aspects of life is how all this will effect the way people work. Dr. Boon, along with many others, hopes that the ease of access to all aspects of life will not take away the ethic of hard work and discipline. That is the backbone of Singapore that cannot be cracked if it is to survive.

Singapore's strength lies in its harmony of its people with all its diversities. Another rising question is whether or not IT will create a less diverse society and bring its culture down to a very common level where its differences are no longer recognizable.

The extent of government involvement and the depth of their commitment to the evolution of IT is evident by the number of IT professionals in government itself, how much they purchase and their investment in R&D. Dr. Neo Boon Siong, Vice-Dean, School of Accountancy and Business of the National Technological University, notes there are over 1000 professionals in government and that government department and agencies have some of the largest R&D centres anywhere. Government is also the biggest customer for the purchase of IT and the largest contingent within the University research centres come from government. As the biggest purchaser they don't necessarily look to a local firm but rather to the best to deliver what they need.

He says government's driving interest in Information Technology was driven by the desire for increased productivity and the electronic delivery of government services. Now the emphasis is moving to the production of technology. For example, Singapore is the largest producer of hard disk drives in the world.

The Japan/Singapore Artificial Intelligence Centre is an example of how Singapore is trying to gain the leading edge in production through extensive investment in its research.

Dr. Neo explains that government uses IT to attract investments and foreign corporations to Technology. This is yet another element of their extensive yet cohesive IT strategy and their overall strategy to ensure the future of Singapore.

Another reason for the development of IT, and the quick progress they are making, is due to Singapore's policy of attracting multinationals. These companies have brought with them a lot of technology and expertise, especially in management systems, which has benefited the small country.

There appears to be a generational gap with technology, says Dr. Neo, but the gap is closing. Those above 40 appear to resist it, especially things like the electronic tickets on the Mass Rapid Transit(MRT), their subway system or direct debit cards which is moving them rapidly towards a cashless society. However, as stressed above, the more user friendly the technology becomes the quicker the resistance drops. The cashless society, while it might appear to be on the horizon, is just as far away from being a reality as many other countries. While there are debit cards for cash which are used for shopping and other transaction as well as other banking and financial networks (such as those for Electronic Funds Transfer) cash is still a viable and visible commodity. SUMMARY Singapore has become the success story it is precisely because it has been able and willing to utilize both IT and new technologies into their overall strategies. In addition, they have the capacity to adapt to change. Their size and small population has made them an ideal candidate to adapt to the changes technology bring. While their administrative efficiency has increased, their economic climate brightened, their competitive edge gained in the area, they will face even greater challenges as their IT infrastructure becomes even more advanced.

With more open systems will come an even more open society. With that will come greater expectations from their citizenry. With that will come more demand to be part of the whole process, to seek more empowerment in the general daily life of society (as technology will allow this input). This generation now in school or just coming into the work force, will be technologically literate and more amenable to ways to use this technology. To these types of people around the world technology will be as simple as reading and writing were to us when we became literate at school. The power of this force is as yet unknown.

Society in Singapore, as other parts of the world where IT is racing ahead to become the central part of a country's infrastructure, is going to change radically. IT facilitates and creates the change by the nature of what it can do.

Singapore's challenge is going to be how they meet and adapt to these changes. The concept of governance itself is going to undergo a transformation into a form that is not yet evident to us. It is this the government is going to have to meet head on.

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