IDEO Transforms Singapore’s Ministry of Manpower Work Pass Division

In 2008, in the midst of its third round of Business Process Redesign for the Work Pass Division, the Ministry’s officials recognized that any future improvements would need to come from higher-quality policies, products, and offerings—including excellence in customer service. The Work Pass Division partnered with IDEO to achieve that fundamental shift. The resulting project was an intensive collaboration that spanned the whole spectrum of research, design, and prototyping.

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