Low demand for 'mailbox-only' digital service

We thank Mr Dennis Tan Seow Koon (Reasons given for OneInbox termination not convincing; Forum Online, April 7) for his feedback.

OneInbox was launched in 2012 as a free, digital mailbox service that allows subscribers to receive, view, file and track their government letters.

This was in response to a study that was done among 1,000 citizens in 2010, which indicated a majority preferred digital to hardcopy letters.

Since then, we have conducted multiple publicity campaigns across mainstream print and digital platforms to drive citizen awareness and adoption.

However, the adoption rate for OneInbox remains low and the expected demand did not materialise.

We believe that while the digitisation of government notifications and letters remains relevant, the design of the OneInbox app as a "mailbox-only" digital service did not encourage sign-ups.

This is compounded by the fact that a typical individual may receive fewer than 10 letters from the government a year, and many of these letters can also be received through agencies' respective digital channels.

After carefully analysing the costs and benefits of OneInbox, we decided to discontinue it in this form, so that our resources can be used to develop other citizen-centric services.

Citizens can continue to view much of their government correspondences online via the digital channels of the individual agencies.

More information can be found at www.tinyurl.com/OneInboxSG

Lena Goh
Chief Marketing & Communications Officer
Government Technology Agency of Singapore

A version of this article appeared in the print edition of The Straits Times on April 13, 2017, with the headline 'Low demand for 'mailbox-only' digital service'. Print Edition | Subscribe