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CLIENT CASE STUDY


Singapore Public Service Division: Promotion, ranking and appraisal system

In Singapore, the Public Service Division (PSD) provides the personnel management framework for the Civil Service.

Overview

Accenture helped PSD develop and implement PRAISE (Promotion, Ranking, and Appraisal System), a virtual, Web-based system available on the Government Intranet. PRAISE redesigned and integrated the appraisal, ranking and promotion processes into a single, effective talent management exercise.

Opportunity

In Singapore, the Public Service Division (PSD) provides the personnel management framework for the Civil Service. The PSD facilitates fair and effective appraisal, ranking, and promotion procedures for more than 65,000 civil servants working throughout the government's Ministries.

The PSD's two main existing information systems no longer met their needs. Without automatic routing, a user had to pass a softcopy of the appraisal form as an attachment through email.

The user interfaces were complex and not intuitive. There were tedious data transfer procedures (mainly via diskettes), redundant work and high maintenance costs with slow performance.

And, the low-level security did not prevent tampering of staff appraisals. The process was burdensome and time-consuming, deterring some Ministries from even using the system.

The PSD wanted to strengthen its operations and organizational capability to assess employees. The new system would enable greater efficiency, lower costs, and be part of the total integrated Civil Service Human Resource System.

To help them, PSD chose Accenture's team of talented professionals with deep knowledge and expertise working with governments and other public service organizations.

Solution

The PSD and Accenture team first redesigned and integrated the appraisal, ranking, and promotion processes into a single, effective talent management exercise.

The team then developed PRAISE (Promotion, Ranking, and Appraisal System), a virtual, Web-based system available on the Government Intranet, to enable the new approach.

With Microsoft as the underlying technology, the design and implementation components of PRAISE work together to support and facilitate the process, including:

  • An Appraisal Module, enabling all Civil Service officers to complete appraisal activities online.

  • A Ranking and Promotion Module to help select HR officers conduct the ranking exercise for all officers.

  • A graphical user front-end for a flexible and more intuitive user interface.

  • Parameterization so users can easily maintain promotion rules and guidelines.

  • Built-in computer-generated reports for flexible data assessment and maintenance.

  • Standardized and Web-enabled appraisal forms with password protection for a secure, consistent, and simple way to capture appraisal information.

  • More seamless data interface with the various systems in the Civil Service, such as TRAISI (Training Administration System on Intranet) and the ability to handle larger data volume.

Accenture tapped its partners, Microsoft and Avanade, bringing added strength to PRAISE's technological prowess. After a successful pilot, the team conducted a phased rollout of PRAISE's common elements to the Civil Service and is currently working with the Ministries to implement any custom requirements.

Results

With more than 40,000 users, PRAISE is proving to be a new way for Civil Service and HR officers to work and deliver service excellence. In fact, PRAISE is the first eCommerce application deployed throughout the Civil Service.

With the high accuracy, security and flexibility of PRAISE, Civil Service personnel have more confidence in their appraisal, ranking and promotion outcomes. Users now achieve faster response times with increased efficiency and reduced work effort in talent management.

PRAISE is one giant step toward reaching Singapore's goal to be a leading public service provider in the area of eGovernment, and in progressing the PSD's mission to build a first-class public service for a vibrant Singapore.