Unify two modes (Storage & Multi-respondent forms)

• Simplified set-up
  • Pilot set-up page with no modes selection in OGP
• New response encryption schema (AnswerObject v4)
  • A single response format across both modes, so features no longer need to be built twice
  • No encryption errors after release
• Email standardisation
  • One consistent format for all emails FormSG sends to admins and respondents
• Feature parity between Storage mode & Multi-respondent forms
  • Charts
  • Response limits
  • Singpass for MRF (step 1)
    • Also supports 1 submission per NRIC and NRIC whitelists
  • Webhooks for MRF
    • Pilot with plumber.gov.sg first

Paper forms conversions:

• Tags forms on set-up
  • Record whether a form replaced a paper process, so conversion progress can be measured on the platform
  • Piloted with MOE and recorded the origin for ~1k forms
• MOE schools
  • Disposal form launched to all schools in May
  • Season parking form launched to all schools in June
  • Best practices webinar to help schools adopt e-signatures confidently
    • Usefulness: 4.33/5
    • Confidence in adopting e-signatures: increased from 51% to 90.6%
  • AST Train-the-Trainer & Digital learning series to support scaling
    • A school Admin Manager ran FormSG basics with no FormSG staff in the room at a 40 pax cluster workshop
    • 2 FormSG basics sessions for EAS & HQ staff with 200+ participants
    • Nomination for Partner of Academy of Singapore Teachers award for contribution to staff professional learning
• Template discoverability
  • Improvements to steer admins toward finishing the template creation journey
  • Metrics
    • Increased from 36% to 100% completion
• E-signatures
  • Published a microsite and a Pair assistant to help agencies apply e-signatures
• Save draft
  • Released to all
  • Metrics
    • 12.7k forms

Others:

• Progressive disclosure for the pre-fill feature in Short Answer fields
• Wildcard email domain restrictions
  • Allow admins to restrict respondents by domain patterns such as @*.gov.sg
• Office hours and workshops
  • Metrics
    • FormSG Advanced and Scribe: ~1k attendees
    • ICE workshop (visitor registration, bus booking): ~100 attendees
• Improved email notification settings
  • Progressive disclosure so admins only see the settings relevant to their form
• Sidebar navigation labels
  • Clearer labels for admins moving between form sections
• Reduced infrastructure costs by around USD 6.7k a year through compute savings plans and smarter storage tiering
• Strengthened supply chain security by pinning all dependency, image and action versions
• Learn.gov.sg courses built by CSC
• NDP ticket balloting
• Migration of WSG and SSG domains to SWDA

Unify two modes (Storage & Multi-respondent forms)

• Singpass for MRF (step 1) with 1 submission per NRIC & NRIC whitelist support
  • Metrics
    • Usage: 1531 forms
    • Usefulness: 4.5/5
    • Ease of use: 4.83/5
• Templates support for MRF workflows
  • Support workflow creation when forms are duplicated
  • Metrics
    • Usage: 4.3k per week
• Respondent copy for MRF
  • Allow respondents to obtain a copy after submission
  • Metrics
    • Usage: 2.1k forms
    • Usefulness: 4.3/5
    • Ease of use: 4.58/5
• Plumber webhooks experiment
  • Support MRF integration for workflows in all steps
• Include admin’s email for notifications by default when creating and duplicating a form
• Monorepo phase 1
  • Consolidate FormSG and the SDK into a single monorepo (one repository with clearly separated packages)

Paper forms:

• Bulk PDF downloads
  • Allow admins to download PDF copies of responses quickly
  • Metrics
    • Usage: 1.25k downloads per week
• Save draft
  • Allow respondents to come back to the form and continue later without losing their submissions
  • Metrics
    • Usage: 6.6k
    • Respondent satisfaction:
      • 4.83/5
    • Admin satisfaction (UTs):
      • Usefulness: 3.68/5
      • Ease of use: 3.81/5
• MOE schools
  • Pilot and launch the following HQ forms:
    • Mainstream school leaver, Mother tongue language appeal, Season parking, Disposal form — 1.7k forms converted
  • Targeted conversions in the following forms:
    • Incident reporting, Bus booking, IT loan, Late arrival, Sick bay, Early dismissal — 312 forms converted
  • Workshops with 24 schools and 95 attendees
  • Work with ICT & AST partners to upskill
  • Templates directory for MOE schools

Others

• WOG AD
  • Allow government officers to log in to FormSG using WOG AD — an alternative to Email OTP and Singpass app login.
• Migrated Email mode forms and submissions to a cheaper storage solution to optimise production database and queries

• Signatures & audit
  • Signature draw field
    • New field to allow respondents to draw their signature.
    • Metrics
      • Usage: ~2.1k live forms
      • Usefulness: 4.45/5
      • Ease of use: 4.87/5
  • Save as PDF
    • Form admins can download a copy of the responses (including signature drawn) from the results pages.
    • ~1.5k downloads per week
  • PDF copies for admins’ email notifications
    • Form admins can receive a copy of the PDF with the signature in the email notifications
  • Simplify Singpass options
    • Update the current 5 Singpass authentication options to just 2 (Singpass & Corppass)
    • Successfully migrated 24k+ forms
  • Singpass for MRF step 1
    • Pilot support for Singpass & MyInfo on Multi-respondent forms.
  • Move from vCPU PDF generation to Lambda
    • Support related features (Admin/Respondent copy) that will result in higher usage of PDF generation.
• MOE form conversions
  • Templates
    • Allow admins to duplicate forms with workflows easily using the duplicate action on their dashboard or the /use-template feature.

    • 100 requests weekly

  • Respondent copy for MRF
    • Feature parity with Storage mode.
    • Support HQ forms like Mainstream School Leaver that affect 352 schools
• Lengthy forms
  • Save draft
    • A feature allowing users to save partially completed form submissions and return to complete them at a later time.
    • Metrics
      • Usefulness: 3.59/5
      • Ease of use: 3.72/5
• Ops effort with schools
  • Upskilling 4 new ops team members, and MOE DxD & SDIO teams.
  • Marketing efforts
    • Community newsletter showing successful conversions in Hillgrove Secondary School.
    • Video showing successful conversion with Princess Elizabeth Primary School.
    • EDMs to school leaders to set-up consultations.
  • MOE schools template directory
  • Support Director of Schools booths
• Others
  • Replace names and add illustrations to Multi-respondent form and Storage mode.
  • Field categories to help admins when building forms.

Paper forms:

• MOE school conversions
  • Hired and onboarded 4 additional Ops team members to support MOE school conversions.
  • Engaged and provided digitalisation support to 28 schools.
• Multi-respondent forms
  • Status tracking links
    • Allow admins and respondents to track workflow progress.
    • Metrics
    • Usage: 1409 forms with >20k views
    • Usefulness: 4.79/5
    • Ease of use: 4.84/5
• Signatures
  • Allow admins to create a new field type given many hardcopy forms have an existing signature field. Not all respondents are able to use Singpass.
  • Signature draw field (Closed beta)
    • Metrics
      • Usage: 60 public forms with signature fields
      • Usefulness: 3.93/5
      • Ease of use: 4.79/5

Email mode migration:

• Migration completed for 175k forms to improve reliability and onboarding experience for platform.
• Retain form URL (to update)
  • Allow form admins to retain the same form URL when converting from Email mode to Storage mode.
  • Some form touchpoints will take months, coordination and service requests to migrate.
  • 4,877 forms have already been converted this way.

Highway & CalSG

• Fully take over the two products with existing resources.
• Ops
  • Set-up helpdesk
  • Standardised support channels (form, emails)
  • Updated documentation.
  • Ops team members onboarded to provide support
• Eng
  • Fixed security and engineering issues.
  • Prepared products for VAPT.

Other highlights

• IAC roll-out to 100%
  • FormSG is a large software that spans multiple components.
  • The organisation has been moving towards using Pulumi so that best practices can be easily shared and reused.
  • Can now spin up new environments (e.g. VAPT) within a day
• Singpass dedicated URL
  • Allow form admins and respondents to use Singpass login on government devices.
  • ~100 helpdesk tickets regarding this
• Form title edits
  • Allow form admins to edit the form title directly from the headers and instructions drawer.
  • 70+ tickets on confusion to find where to edit title.
• Internationalisation (Open Source)
  • Laos
    • Average citizen satisfaction at 4.72/5
  • Cambodia
    • Launched their own version of AI form builder

Paper forms:

• AI form builder (PDF support):
  • Allows form admins to upload their PDF forms and saves time creating fields.
  • 661 forms converted via PDF.
• Work with 3 schools to try to fully digitalise
  • 70% of the forms have already been converted and some of the remaining forms are in progress.
• Hiring additional ops
  • Bottleneck for school conversion has been people, so time is spent getting extra helping hands to interview and get more ops team members to anchor 4 MOE regions.
• Signatures
  • Deep dive into signatures problem (research) to set-up for Q3 2025.
  • Created guide for Ordinary Electronic Signatures options on FormSG to allow admins to self-help.
  • Experimented with signature field concepts.

Email mode migration:

• Confidential (Cloud-Eligible) and Sensitive (High) support:
  • FormSG is now endorsed as a Medium-Risk system with mandatory L0 and L1 controls in place.
  • Enables parity between Storage and Email mode and supports forms that previously could not be migrated.
  • During Email mode migration, 502 admins provided feedback that they were unable to migrate forms they needed to wait for Sens (High) support on Storage mode.
• Retain form URL for Email mode form conversion
  • Allows form admins to retain the same form URL when converting from Email Mode to Storage Mode.
  • Some forms touchpoints will take months, coordination and service requests to migrate.
  • 447+ forms have already been converted this way.

Decommissioning Checkpoint:

• Conditional routing feature
  • Allows form admins to route to the next step, based on a Dropdown field.
  • 485 Multi-respondent forms live using this feature
• Status tracking feature
  • Allows form respondents and admins to track workflow statuses after submission, in Multi-respondent forms.
  • Piloting with users.
• Checkpoint decommissioned and admins migrated

Other highlights:

• IAC roll-out
  • FormSG is a large software that spans multiple components.
  • The organisation has been moving towards using Pulumi so that best practices can be easily shared and reused.
  • Can now spin up new environments (e.g. VAPT) within a day
• Mobile number SMS OTPs:
  • Implement a threshold mechanism to allow most form admins to benefit from SMS OTPs while managing large campaigns.
  • Allow 3k+ forms with mobile SMS OTP enabled to still continue to retain the benefit.
• Replace virus scanner:
  • High failure rates previously on old virus scanner.
• Supported engagements
  • NDP balloting
    • 4.89/5 citizen satisfaction score over 35k feedback
  • General Elections operational forms

Multi-respondent forms:

• 45k+ workflows completed, saving estimated 330-820 workdays.
• 4.8/5 respondent satisfaction from 400+ ratings.
• New features launched:
  • Conditional routing
    • Piloted in 88 forms to forward submissions based on form options.
    • Rated 4.4/5 for ease of use, 4.7/5 for usefulness.
  • Reminders:
    • 1.2k reminders sent to reduce drop-offs across 236 forms.
  • Status dashboard:
    • Track workflow completion and approvals.
  • Email attachments support:
    • Enabled in 790 forms for easier access.

Merging Storage and Email Modes:

• Myinfo Children:
  • Support SG60 Baby Gift initiative, with 6k+ registrations prefilled.
• Attachment and JSON payload support
  • Support 26k+ forms.

Other highlights:

• Paper forms research
  • Understanding the addressable market and blockers for hardcopy-to-digital conversion.
    • Surveyed 200+ form admins across 100 agencies.
    • Collected 200+ hardcopy forms.
    • Conducted 7 in-person workshops.
    • Held 1:1 conversions with 40+ admins.
• Create forms with AI:
  • 1.6k forms created with 5+ submissions to save time during form building.
• Multi-language:
  • Rolled out for Public Transport Voucher forms in multiple languages.
• Local address field:
  • Enabled in 528 forms to allow postal code entry and prefill addresses, reducing errors and improving UX.
• Migration
  • Offboarded Checkpoint users
  • Began migrating Email Mode forms to Storage Mode to improve reliability and reduce admin decision fatigue, operations + engineering complexity.
• GrowthBook:
  • Reduced banner deployment time to a few minutes
  • Banners now manageable by non-developers.
• Virus scanning:
  • Replaced virus scanner to improve reliability.

• 1700 new valid MRFs created and 25096 new completed workflows resulting in about 180-450 days saved.
• Approval and email notification support implemented.
  • 723 forms have enabled the new approval features.
  • 903 forms have enabled new email notifications support.
• Average admin satisfaction increased from 3.65 to 4.37/5 from a poll of 220 admins.
• Implemented MRF backend validation to prevent tampering of submissions.
• Ran a pilot for conditional routing, a feature to direct workflows to different parties depending on an option chosen in FormSG with 31 users, at 3.93/5 satisfaction.
• Conducted in-person workshops across WOG for up to 200+ attendees.

• 1,769 new Multi-Respondent Forms (MRF) were created, leading to increased workflow digitalisation for more efficient data collection.
• Enabled the completion of 21,446 workflows, resulting in an estimated time savings of 224 workdays.
• Conducted 5 workshops to guide 150 MOE staff in using MRF, facilitating the creation of 424 new MRFs in more than 60 schools to enhance operational efficiency in schools.
• Piloted new features to support approval workflows, testing with 261 users across multiple agencies to gather feedback for further improvements.

• Introduced 3 new features for Singpass-enabled forms, which provided support for use cases such as MOM’s e-balloting and MINDEF’s sick/incident reporting:
  • Opt out of NRIC collection for submissions, used by 700 forms.
  • Allow only one submission per unique NRIC, used by 598 forms.
  • Limit submissions to whitelisted NRICs, used by 43 forms.

• Released a feature that sends a PDF copy of form responses to email addresses in storage mode forms, used by 1,002 forms, to provide respondents with easier access to their submissions.
• Supported the National Day Parade 2024 ticketing ballot, which received 316,501 submissions and an average respondent satisfaction of 4.9/5 based on over 8,000 reviews.

• ~$4000 payments have been processed without any issue, in pilot with JTC

• Citizen satisfaction ratings moved from 4.4 to 4.7 out of 5
• Admins are able to search and filter the forms in list view
• Admins are able to create form with just drag and drop
• Twilio set up became fully self-service, saving operations load

• forms.gov.lk uses our tech to serve 50 million citizens.

• Will be used to serve visually impaired citizens in Punggol Regional Library