¹Nanyang Business School, Nanyang Technological University, Singapore, Singapore

Correspondence: K Pelly Periasamy, Nanyang Business School, Nanyang Technological University, Nanyang Avenue, 639798 Singapore, Singapore. Tel: +65 6790 6164; Fax: +65 6792 2313; E-mail: apelly@ntu.edu.sg

Abstract

This case study describes how the Ministry of Trade and Industry, and the Infocomm Development Authority, as lead agencies, jointly initiated and managed the implementation of a one-stop business licensing portal called OBLS (Online Business Licensing Service – https://licenses.business.gov.sg/) in the Singapore public sector. While mandate from the top for this strategic cross-agency project was strong, there were many hurdles in the form of people, process and technology that had to be overcome. The case study highlights these issues and challenges, and illustrates how they were successfully overcome for delivering cross-agency integrated e-Service for new business license application.