Case study

Ministry of Manpower transforms website into self-service powerhouse

Government agency turns dense, confusing content into customer-centric digital resource
Project brief

Singapore is a global financial hub with a multicultural population of 5.7 million. Its Ministry of Manpower (MOM) is the government agency dedicated to supporting a productive workforce and progressive workplaces for Singaporeans to have better jobs and secure retirement. The MOM website provides answers to their questions, ranging from work pass application procedures to policies on workforce and workplaces. With more than 84 million page views and 28 million visits a year, it’s one of Singapore’s busiest government websites.

Capabilities

XP

About

Singapore Ministry of Manpower

Government

CHALLENGE

Transform jargon-heavy site into self-service resource

  • Gain flexibility to constantly and efficiently update content
  • Reduce number of visits to staffed service touchpoints
  • Support Singapore workers and employers to thrive
SOLUTION

Solutions used

OUTCOME

New site increases service and citizen satisfaction

With site transformation on the Sitecore platform, the number of MOM website page views has increased by 83%. Customers laud the site for being responsive, intuitive, and customer-centric; survey results indicate over 20% improvement in customer ratings. Site traffic is up, with 65% more new users. The content redesign helped users spend on average 21% less time on site, getting to answers faster.

  • Website page views increased by 83%
  • Site traffic increased adding 65% more new users
  • Customer ratings improved 20%
  • Content redesign helped users get answers faster; decreased average user time on site by 21%
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What they said
Sitecore is ideal for our needs because we can amend content easily and swiftly, and it comes with features such as tracking of the visitor journey.

Regina Chang

Assistant Director, Web Services

Singapore Ministry of Manpower