Who we are
Open Government Products (OGP) is a team of engineers, designers, and product managers who build technology for the public good. We proactively identify areas where technology can help, test our prototypes with actual users, and bring our best ones to launch. This includes everything from building better frontend applications for citizens, to automating the internal operations of public agencies. We use and release open source software, keep a flat hierarchy, and bypass bureaucracy to focus on delivery. Our end goal is that through our work, Singapore becomes a model of how governments can use technology to improve the public good. You can check out the results of our latest hackathon at https://hack.gov.sg/
Projects we have worked on include:
Covid-19 Vaccination National Appointment System - A suite of systems built to enable Singapore's national vaccination campaign for Covid-19. This includes informational sites, appointment booking systems, and records management systems.
Data.gov.sg - An open repository of all the Singapore Government's public data. It helps people understand the data using visualizations 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.
RedeemSG - RedeemSG helps the Singapore Government to create, send and track redemptions of digital vouchers easily.
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 other OGP products can be found on our website: https://www.open.gov.sg/products/
What does a Product Operations Specialist do?
As a Product Operations Specialist in the healthcare team, you scale the success of the product by upholding user satisfaction, providing feedback insights, and strengthening operational practices.
The ideal candidate should have the passion and desire to achieve high customer satisfaction, communicate effectively with a range of stakeholders, gather feedback to improve our products, and take initiative to drive product success. Due to the nature of the work, this role is primarily in person, and regular visits to public healthcare institutions is expected.
Concretely, you are expected to:
- Work closely in a product team with Product Managers, Engineers and Product Designers to continually improve our products
- Maintain a close partnership with a range of stakeholders, from end users to senior management, to support product deployment
- Set up and maintain product support workflows, automations, guides, and tooling
- Set up and maintain user onboarding documentation, such as guides, FAQs, and training materials
- Gather and maintain user feedback in the form of dashboards for further analysis
- Identify key issues from user feedback, and deliver user insight to the team for further product development
- Optimise internal and external workflow and documentation to improve team efficiency
- Identify opportunities to increase user adoption by implementing propagation strategies, improving user onboarding experience, and managing user training
What is it like working here?
- Working for Public Good - We care about making an impact on public good. For the Product Management team, this means working directly on the biggest opportunities out there. This also means creating what’s best-in-class, and then propagating these practices widely across the government so that the Singapore Government is equipped to deliver the best impact possible to our people.
- Rapid Prototyping - We’re not about building too-big-to-fail ideas, or getting stuck behind existing ways of doing things or mega projects. Instead of spending too much time debating ideas, we prefer to test them and iterate rapidly. This means being clear on what we’re trying to achieve, leaning forward to farm for dissent and feedback, prototyping early, and scaling what works quickly.
- Ownership - We are not here just to keep existing processes running, but to make an impact toward public good. This means taking ownership of problems, figuring out what needs to be done, and keep going until the problems are solved, regardless of job scope or existing ways of doing things.
- Growth Mindset - We focus on makings better than they are today. This means that we are constantly working on new things and new areas, and reinventing the areas we are already ‘good’ at to get better. Working here means having a growth mindset as opposed to a fixed one, and leaning forward to try things, make mistakes, and learn.
We need someone like this
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, identify 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.
