Glossary
Agency Users
Agency Users refer to all Agency and non-Agency personnel (e.g. Third Party personnel) who are granted access to ICT&SS to perform official work for that Agency.
Public Users
Public Users refer to all General Public users who access and use Digital Services from within or outside Singapore.
Digital Service
A Digital Service refers to any service provided by the Singapore Public Service that is delivered through digital systems, tools or platforms, that allows Public Users to access information, perform tasks, or complete transactions related to the government and public service.
A Digital Service can be:
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Web-based
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Mobile application
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Others (such as desktop applications)
A Digital Service can contain one or more pages/screens, tools or Transactional Services.
Transactional Service
A Transactional Service is a Digital Service that involves Public User action resulting in:
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The exchange of information, goods, services or money between a citizen or business and the government, and/or
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A change to Government Data
The exchange does not need to be successful (e.g. approved or accepted) for the Digital Service to be considered a Transactional Service. The outcome need not be immediately available and may be delivered through digital or non-digital channels (e.g. email, post, phone).
The following are not considered transactional exchanges:
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Login/authentication to access a digital service (e.g. Singpass login or username/password authentication)
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User consent or acknowledgement required by the underlying system or platform (e.g. accepting browser or operating system level terms or cookie tracking notices)
Example:
A Public User logs in to a Digital Service containing both Transactional Services and static informational content. The act of logging in grants access but is not itself a transaction. While in the Digital Service, the user proceeds to submit an application to get a license. The application flow to get the license is a Transactional Service even if the outcome is later communicated by email or post.
The categories and examples of transactional services are shown in below table.
| Category | Examples |
|---|---|
| Applications - Formal requests to be considered for a position or to be allowed to do or have something (e.g. grant, permit, scheme, job applications) | MCCY Community Integration Fund, MOM - Work Permit Online, MSF - ComCare Long Term Assistance Scheme |
| Declarations - Formally stating or affirming information that may have legal or administrative significance (e.g. tax or health declarations) | ICA - SG Arrival Card (SGAC) with Electronic Health Declaration, IRAS - File Income Tax Returns |
| Bookings - Reservation of services or resources in advance | PA - Book a Facility |
| Payments - The exchange of money for goods or services (e.g. purchases, fines, tax) | OneMotoring - Pay LTA Fines and ERP Admin Fees, IRAS - Pay Taxes |
| Appeals - Formal request to review or reverse decisions made by authorities | SPF - e-Appeal Against Traffic Offences |
| Renewals - The process of extending the validity of licenses, permits, or subscriptions | HDB - Renewal of Season Parking |
| Submission/update of Records - The modification of existing information within a system | ICA - Change of Residential Address |
| Contact/Feedback Forms - Forms for users to reach out to organisations for inquiries, support or feedback | |
| Redemption of benefits | RedeemSG - CDC Voucher Redemption |
Non-Transactional Service
A Non-Transactional Service is a Digital Service that enables Public Users to access general or personalised information, or engage with the government without requiring the exchange of information, goods, services or money, or changes to government data.
These services help Public Users understand, navigate, and engage with government information and policy, often preceding and providing context for transactions.
The categories and examples of non-transactional services are shown in below table.
| Category | Examples |
|---|---|
| Static content - General, non-personalised information about government services, policies, and processes | Informational content on any government website ranging from explanation of policy to organisational mission |
| View statements or records - Functions to view or retrieve official information held by the government about themselves or their organisation | CPF - View CPF Statements |
| Self-assessment and Planning Tools - Interactive tools that provide indicative outcomes or advice to support decision-making | HDB – Calculate Housing Budget, SupportGoWhere - Support For You Calculator |
| Dashboards - Consolidated view of personalised data or information | ICA - MyICA Dashboard |
| Notifications and Inboxes - Services for users to receive, view, or manage official communications from the government | Singpass - Inbox |
| E-service Portals - Digital services that consolidate multiple transactional services | |
| Search Functions - Functions for finding information, records, or services using keywords or filters | Site search, Govtech - Gowhere, Our Marriage Journey - Search Solemniser |