Who we are
Open Government Products is an experimental tech start-up team within the government that builds technology for public good. We proactively identify areas where technology can help, test our prototypes with actual users, and bring our best ones to launch.
In the pursuit of innovation, we move quickly, take risks and fail fast if we must - scaling what works in order to deliver maximum value to the public. By keeping our citizen users at the heart of all our products, we focus on solving real problems through good governance. This means actively pushing for transparency across the government, modernizing and streamlining traditional processes, and bypassing bureaucracy if needed.
We work in small cross-functional product teams, usually with 5 - 8 members consisting of product managers, designers and engineers. To maximize ownership and team collaboration, we believe in keeping a flat hierarchy for faster decision-making.
Our work
You will work on meaningful projects that solve problems pertinent to our society, from transportation, to education, to healthcare. The public sector is full of opportunities where even the simplest software can have a big impact on peoples lives. You will have direct ownership of your work with over 70% of our projects starting as ground up initiatives. Rather than working on commercial ventures commonly found in the startup scene, we're here to improve how we live as a society through what we can offer as a government.
Projects we have worked on include:
COVID-19 Crisis Management Developing digital tools to manage the spread of the pandemic, including the nationwide registration and booking of vaccination appointments. prioritising at-risk individuals, and designing for inclusivity.
ScamShield An app that automatically filters scam messages from unknown contacts by running it through ScamShields on-device classifier and filter calls from numbers used in illegal activities. Users can also report scammers that may have slipped through.
Data.gov.sg An open repository of all the Singapore Government's public data. It helps people understand the data using visualisations and articles, and provides real-time APIs for developers to use.
Parking.sg A mobile app alternative to parking coupons. It lets users pay, extend, and refund their parking sessions just using their phones.
FormSG A form builder tool for agencies to self-service and create online forms that capture classified data, with the goal of replacing paper forms.
Isomer Isomer provides government agencies with an easy-to-deploy static website building and hosting service to create usable, secure and faster informational websites quickly.
PaySG PaySG was developed to enable digital payments for government services, and was initially used for payments for COVID-19 swab tests and Stay-Home Notices for incoming travellers to Singapore.
An overview of all our other products can be found on our website.
What does a Product Operations Specialist do
As a Product Operations Specialist in the ActiveSG+ team, you scale the success of the product by upholding user satisfaction, providing feedback insights to guide product decision making, strengthen operational practices with internal and external stakeholders, and onboard and train admin users onto ActiveSG+.
The ideal candidate should have the passion and desire to achieve high user satisfaction, communicate effectively with a range of stakeholders, gather feedback to improve our products, and take initiative to drive product success. Your ultimate goal is to deliver the best experience possible for ActiveSG+ users.
Due to the nature of the work, this role is primarily in person. Regular visits to sports facilities around Singapore is expected.
Concretely, you are expected to:
Maintain a close partnership with a range of stakeholders, from end users to senior management, to understand their requirements and support product deployment.
Establish clear and consistent communication channels with internal and external stakeholders.
Develop contingency plans with stakeholders for crisis management.
Set up and maintain product support workflows, user onboarding, and training documentation.
Investigate, triage and troubleshoot product related issues to provide solutions to agency partners and members of the public.
Identify key issues from user feedback, and deliver user insight to the team to guide product decision making.
Optimise operational workflows and processes with internal and external stakeholders to improve product operations efficiency.
Manage user onboarding and training sessions with agency partners and volunteers.
What it's like working here
Rapid Prototyping - Instead of spending too much time debating ideas, we prefer testing them. This identifies potential problems quickly, and more importantly, conveys what is possible to others easily.
Ownership - In addition to technical responsibilities, this means having opinions on what is being done and having ideas on what should be done next. Building something that you believe in is the best way to build something good.
Continuous Learning - Working on new ideas often means not fully understanding what you are working on. Taking time to learn new architectures, frameworks, technologies, and even languages is not just encouraged but essential.
Open Communication - As an organisation, we are continuously growing and trying to improve the way we work. We maintain a culture where everyones voice can be heard. We regularly review our policies so that we can create a healthy and inclusive working environment for individuals of all backgrounds.
We are looking for someone who
We look for individuals who take lots of initiative, enjoy the puzzle of solving open-ended problems, and are confident in challenging the status quo. Our team figures out the best way forward, not wait for instructions.
Public service is the core of what we do. This at times means ignoring political pressures and pushing things through for what is best in public interest.
We are looking for people who demonstrate these skills:
Able to empathise with users, suss out the root of the problem they are facing, and problem-solve independently.
Communicate and work effectively with a range of users, from end-users to senior management
Ability to drive change and chart a direction when working on open-ended problems.
Strong ability in operations, with experience in product development, customer success, strategy, or operational efficiency. Prior experience in product operations or product management in a fast paced environment is a bonus.
Demonstrated outcomes in prior work and personal projects matter more than academic degrees.
Feel comfortable with technical concepts and are able to explain how our products work to a range of audiences.
Demonstrated technical ability and skills are a plus point.
