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Lee Hsien Loong: "No one will be left behind."

Forum: Push to use technology should not make things more difficult for users​


JAN 30, 2024

The Government’s across-the-board push to use technology may be resulting in government agencies’ systems unwittingly becoming rather user-unfriendly for those who are less tech-savvy.
This is especially felt by elderly citizens who are less educated or who might not have the ability or the hardware to successfully navigate QR codes, create PDFs, upload documents or use e-services without help.
One example of how user-unfriendly a government system can be is the submission of a medical report to the Traffic Police (TP) for the revalidation of the driving licence by those aged 65 and above.
According to the standard computer-generated letter from the TP on this matter, each report has to be in a PDF/JPEG format and uploaded via the e-service portal using the Singpass app.
Despite the instructions in their letter, the TP, when queried on the phone, are willing to accept the physical report sent through the mail. I wonder why this option was not included in the letter. The affected number of licensed drivers in this age group is relatively small and such an option would be most welcome by those who are technically less savvy and unable to get help.
The use of technology and online processes in government systems to the fullest extent possible is necessary and critical in this digital age. However, such systems cannot and should not be justified solely on grounds of administrative expediency and efficiency at the expense of being less user-friendly and service-oriented.

Ang Ah Lay
 

Forum: Retirees still need more help to be re-employed​

JAN 06, 2024

I refer to the reply by the Ministry of Manpower (Steps taken to support senior workers on re-employment, Jan 3).
Kudos to the Manpower Ministry for the schemes it has put in place to extend the employment of seniors, and its encouragement of employers to do so.
However, the ministry did not address the point made by Mr Tristan Gwee (Tap older workers’ wealth of experience, Dec 11) and Mr Ong Kim Bock (Do more to get retirees back in workforce, Dec 14), that is, to tap seniors who have left the workforce, and would like to, and can potentially, be re-employed.
In my interactions with other retired seniors, I have found that many of us would like to be re-employed.
I have applied to the ministry, other government bodies and tripartite organisations, but with no success.
Other seniors have had similar experiences, and we have come to the same conclusion that ageism played a role in why we were not employed.
The Government has called for employers to engage seniors as part of the workforce. But can we expect the private sector to overlook ageism and employ seniors, when government bodies do not seem to walk the talk?

There is a group of retired but capable seniors who have been sidelined. With their efforts to rejoin the workforce not bearing fruit, they are resigned to spending their time at coffee shops or binge-watching TV shows instead of contributing to the nation.

Lai Tuck Kee
 
This is the problem when you import the wrong set of foreigner. You imported large amount of CECA for IT and Management job.

You import Ceca to fill in job for lower rug to compliment our economy.

Not to use CECA people to develop the economy which is not intended to be .
 

Forum: Help retrenched young seniors get back into the workforce​


FEB 21, 2024

In the 2024 Budget, there seems to be a lack of emphasis on one group of vulnerable Singaporeans who have been retrenched.
The number of retrenched workers has increased recently and is expected to rise further due to companies looking at higher profitability and conducting right-sizing exercises.
The Budget is giving top-ups of $15,000 for Institute of Technical Education graduates aged 30 and below when they complete a diploma programme. Those aged 40 and above pursuing a second diploma will get a monthly training allowance of up to $3,000 for 24 months.
Will it make sense for those in their 60s to pursue a second diploma and get hired (hopefully) after graduation?
I am sure those in their 60s will not get a similar scheme to obtain a second diploma and get hired (hopefully) after graduation.
I was laid off last year when I was 59 years old. I have applied for numerous positions without success. Employers do not want to hire older people with a short “runway” as they say it is difficult to integrate them into their generally younger teams. This is also the case when I look for work at government agencies.
I attended a three-month full-time SkillsFuture Career Transition Programme in September 2023, hoping to get a job placement after the training. Unfortunately, the class was left on its own to look for jobs after we completed the programme, which was described as a “train-and-place programme”.

Most unemployed seniors face financial difficulties, especially if we have to support the family.
Most of us would prefer to get a job rather than get handouts from the Government. I hope the Government will look into helping young seniors get back into the workforce.

Eric Yip Kok Leong
 
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Forum: Put more thought into job placement after training for mid-career workers​


FEB 29, 2024

It is heartening to observe the parliamentary debate on the SkillsFuture Level-Up Programme. Among the programme’s key objectives is supporting mid-career Singaporeans so as to boost their prospects in the current job or pivot into a new career.
My female colleagues and I faced career disruption during the pandemic. We then proactively enrolled and completed digital skills courses to reset our career path. But we were greeted with brutal ageism practices from various multinational corporations as well as small and medium-sized enterprises.
I believe the SkillsFuture Level-Up Programme announced in the latest Budget will be effective only if workers who have completed the training programmes can land themselves a suitable career for the next phase of their working life.
A basic short-term training programme may be insufficient for older mid-career individuals to secure a job as they are competing with a younger generation with better academic qualifications. Mid-career workers risk remaining unemployed despite using up the $4,000 in subsidies.
More thought needs to go into how the training can lead to good jobs for these mid-career workers as there are only a limited number of job offerings. We need to address the deficiencies of the career matching programme in its current form to improve outcomes for the individuals using it.
All stakeholders, including employers, must support the well-intended measures in the Budget to rehire mid-career workers and those who have gone the extra mile to elevate their skills to stay relevant and contribute to the country’s economy.

Ho See Ling
 

Stateless in Singapore: He’s 25 and has no job, no education, no country​

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Mr Ricqo Rafiezuwan, 25, was born to an unwed stateless mother who left him in the care of a childless Singaporean couple whom she was friends with. ST PHOTO: NG SOR LUAN
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Wong Shiying
Sep 23, 2024

SINGAPORE – His days are spent at the void decks and parks in Clementi where he lives, but when his friends leave for work, Mr Ricqo Rafiezuwan often finds himself alone.
It was the same growing up. He would wait for his friends to return home from school to play football with them.
The 25-year-old has never attended school. He does not know what it is like to be in a noisy classroom, sing the National Anthem during morning assembly, or take an exam.
He taught himself to speak simple English and Malay, but struggles with reading and writing.
Though he was born in Singapore and has never left the country, Mr Rafiezuwan is among 853 stateless people living in Singapore as at Dec 31, 2023. This means he is not recognised as a citizen of any country and has no nationality.
As a stateless adult in Singapore who is not a permanent resident (PR), he is not entitled to subsidised education, healthcare and housing.
He told The Straits Times he was born to an unwed stateless mother who left him in the care of a childless Singaporean couple whom she was friends with.

The couple, now in their 50s, raised him as their son since he was a baby and the family live in a two-room flat in Clementi. Mr Rafiezuwan regards them as his parents and calls them mum and dad.
His “dad”, who works as a cleaner, and his “mum”, a housewife, did not know of his statelessness or how to enrol him in school, as they did not have his identity documents at the time.
They tried to get his birth certificate from his relatives while his birth mother was incarcerated, but were not successful.

Mr Rafiezuwan speaks occasionally with his birth mother, who lives in Singapore and is now a PR. She has never applied for PR status for him.
Mr Rafiezuwan’s birth extract, which he showed ST, states that he was born in the Singapore General Hospital, with a line that reads: “This child is not a citizen of Singapore at the time of birth.”
A birth extract replaces a lost or damaged birth certificate.

Mr Rafiezuwan found out he was stateless only in 2019, when police officers checked on him and his group of friends on one occasion in Clementi.
“I told them I didn’t have an identity card,” he said, adding that they were suspicious of him.
But after the officers spoke to his caregivers, they advised the couple to consult their MP.
They did so, and the matter was referred to the Immigration and Checkpoints Authority (ICA). The agency issued Mr Rafiezuwan a Special Pass and, upon application, a birth extract.
A friend later advised Mr Rafiezuwan to approach the Foundation of Rotary Clubs Singapore Family Service Centre in Clementi for help.
His social worker from the family service centre, Mr Muhammad Khalifah Nazir Mohd Ali, helped him understand the procedure involved in applying to the authorities for permission to work in Singapore while on a Special Pass.
Mr Rafiezuwan was authorised to work here in July.
However, finding employment has been difficult. After a short stint as a warehouse worker, he applied to work as a cleaner at three different companies.
The first was unsure about hiring a stateless person; the second firm told him it “did not have the quota to hire stateless people”. He is waiting to hear back from the third company.
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Mr Ricqo Rafiezuwan (left) with social worker Mr Muhammad Khalifah Nazir Mohd Ali, 27. ST PHOTO: NG SOR LUAN
Mr Rafiezuwan said: “My parents are getting old and have health problems. I want to work and earn money so I can help them. But it’s so hard to (convince) people to hire me.”
Banks tell him he cannot open an account. Checks by ST showed that some banks require non-Singaporeans to show their passport and proof of tax residency, among other things, to open an account.
Mr Rafiezuwan, who does not have a passport, said: “I was born in Singapore and have lived here all my life. Am I considered a foreigner? It’s very confusing.”
With no qualifications, he lacks confidence and often refers to himself as stupid.
Mr Rafiezuwan said: “To be very honest, I feel very stupid. All my friends are very smart. They have an education.
“I have never stepped inside a school. When they talked about PSLE (Primary School Leaving Examination) or anything similar, I don’t know what they are talking about.”

Fewer stateless people​

Statistics from the Ministry of Home Affairs (MHA) showed the number of stateless people living here has fallen over the years, from 1,411 stateless people as at Jan 31, 2016, to 1,109 as at Nov 30, 2020.
Of the 853 stateless people living here as at Dec 31, 2023, MHA said 76 per cent of them hold PR status and can tap subsidies in areas like healthcare, housing and education.
Mr Rafiezuwan is among the 24 per cent of stateless people who are not PRs. They are issued a Special Pass by the ICA that allows them to live in Singapore legally.
MHA said the validity of the Special Passes issued to stateless people varies on a case-by-case basis. Mr Rafiezuwan has to renew his pass every year.
The ministry said there are several reasons why an individual may be stateless.
Some may have chosen to give up their foreign citizenship, while others may have lost or been stripped of citizenship by their country of birth for reasons such as running afoul of the law.
“Others may have been born here but were not eligible for Singapore citizenship at birth, as their parents were not Singapore citizens and did not obtain citizenship for their children from their home country,” the ministry added.
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Mr Phua, 73, fled to Singapore from Indonesia in a sampan with his mother and three brothers in 1959 to escape racial violence. He has a birth certificate written in Dutch and Bahasa Indonesia. ST PHOTO: GAVIN FOO
Seventy-three-year-old Mr Phua, who declined to reveal his full name, is in a similar situation.
His parents never obtained Singapore citizenship for him, even though many of his immediate family members became Singaporeans after moving here from Indonesia.
He has lived in Singapore for 65 years but remains stateless without permanent residency.
Mr Phua said that when he was an eight-year-old boy in 1959, he fled to Singapore from Indonesia in a sampan with his mother and three brothers to escape racial violence.
After Singapore gained independence, his mother went to the authorities with his three younger brothers to register their identities.
Mr Phua, who has a birth certificate written in Dutch and Bahasa Indonesia, did not go with them, as his family wanted to “keep” an Indonesian in the family to facilitate their return to Indonesia if the need arose.
While his mother and brothers eventually became naturalised Singapore citizens, Mr Phua remained an unregistered immigrant.
He was classified as stateless and given a Special Pass in the early 2000s after he was stopped by police at a road block and detained over suspicions of being an illegal immigrant.
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Mr Phua showing a picture of him and his mother, with her Certificate Of Singapore Citizenship during an interview with The Straits Times on July 24. ST PHOTO: GAVIN FOO
Mr Phua, who lives with his brother in a rental flat, now works as a petrol pump attendant earning $1,750 a month. He is permitted to work in Singapore.
His salary is deposited into his brother’s bank account, as he cannot open his own bank account.
He said in Mandarin: “When there are issues, I have to ask my brother for help. I wish I could do these things on my own instead of relying on others.”
But he said he is grateful to be able to work in Singapore, adding that he had also received financial support when he was jobless during the Covid-19 pandemic.
When he lost his job as a porter at the airport in 2021, he received ComCare financial aid for about a year. A letter from a social service office (SSO) showed he received $430 a month for an initial six-month period.
Mr Phua’s ardent wish is to travel to his home town in Tanjung Uban in Bintan, Indonesia. He has not left Singapore since arriving in 1959.
He said: “It’s hard for me to travel, as I don’t have a passport. I’m afraid that if I leave, I cannot come back.”
ST understands stateless people require a travel document issued by the relevant authorities before they can travel.
Mr Phua, who does not have a criminal record, sought help from his MPs and a lawyer, Mr Richard Siaw from law firm R.S. Solomon, who is helping him pro bono.
He has applied for PR status three times but has not been successful to date.
MHA said that when a stateless person applies for permanent residency or citizenship, ICA evaluates every application on a range of criteria.
These include the applicant’s length of stay in Singapore, family profile, economic contributions, education qualifications, age and family ties to Singaporeans.
ICA also considers the applicant’s circumstances, such as the reasons behind the person’s statelessness, added the ministry.
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Mr Phua showing his birth certificate from Indonesia. ST PHOTO: GAVIN FOO

Receiving help​

The challenges stateless people face have been flagged by MPs.
In 2021, Holland-Bukit Timah GRC MP Christopher de Souza asked the Ministry of Social and Family Development about the types of social and financial assistance the stateless can receive.
In a written parliamentary reply, Minister for Social and Family Development Masagos Zulkifli said the Government recognises that stateless people who are not PRs may require financial support in certain healthcare settings.
He added that lower-income stateless individuals staying in government-funded nursing homes or disability homes can receive subsidies for their care.
MediSave can also be used for immediate family members who are not Singapore citizens or PRs, including the stateless, he said.
“This would allow citizens or PRs who are the spouses, parents or children of stateless persons to help lessen the out-of-pocket payment required for the medical bills of their stateless family member,” he said, adding that government subsidies and financial assistance at public healthcare institutions are generally targeted at Singapore citizens and PRs.
As for financial aid, the minister said the SSO can exercise flexibility to provide ComCare on a case-by-case basis, particularly if the stateless person is elderly, has been living and working in Singapore for a long time, and is now unable to work and has no family support.
“If the non-PR stateless person has healthcare needs, such as medical bills or arrears, or educational needs, such as school or examination fees, the SSO would refer them to community partners for assistance,” added Mr Masagos.
As for education, the Ministry of Education (MOE) told ST that in government and government-aided schools and tertiary institutions, stateless students who are PRs are charged PR fees.
Stateless students who are not PRs are charged international student fees.
Only Singaporean students are eligible for its financial assistance schemes.
“PR, international students and stateless students can approach their schools, community and social service agencies for advice on the financial assistance that is available to them,” said MOE.

Financial aid​

Ms Norazikin Omar, 39, who is stateless but has PR status, has been able to enrol her three children in schools here.
Her husband and their children, aged six, eight and 10, are foreign nationals.
She said her mother is a Malaysian PR who recently got Singapore citizenship, while her father was a Singaporean who was in prison when she was born.
Ms Norazikin is unclear how she ended up stateless but believes it is because her parents were not married and her mother was a foreign national at the time.
Ms Norazikin, who is a housewife, said her husband is in Singapore on a short-term visit pass.
He is trying to get a long-term visit pass so he can live and work in Singapore. The family lives in a two-room rental flat in Yishun.
She said money is tight but the family is able to get by with financial aid from the Government.
They receive about $1,200 monthly from an SSO. Her children’s school fees are subsidised by MOE.
As for Mr Rafiezuwan, he is hoping he can be enlisted for national service so he can improve his chances of securing PR status or citizenship.
He also hopes to secure a job and stay employed to show that he can be a productive member of society.
Mr Rafiezuwan has a Singaporean girlfriend whom he hopes to marry one day and start a family with. But he does not want his children to grow up stateless and miss out on receiving an education.
The Registry of Marriages’ website states that if any party to an intended marriage is a foreigner, at least one party must have stayed in Singapore for at least 31 continuous days before submitting a marriage application.
Said Mr Rafiezuwan: “I want to get married. I really want that. I want my child to be a better person and smart. Not stupid like me.”
 

When you can’t see, and your banking app OTP is expiring​

The visually impaired are getting left behind in the Smart Nation journey. It’s important to include their needs in the digital drive.​

Aaron Ng Yi Kai
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The visually impaired require much more time to enter OTP codes on their mobile devices compared with people with conventional sight. ST PHOTO: BRIAN TEO.

Nov 21, 2024

With a smartphone, most essential life activities, such as banking, transport, shopping and transacting with the Government, can all be performed digitally anywhere, anytime.

While Singapore has made impressive strides in becoming a highly digitalised nation, many individuals still struggle with basic tasks that most of us take for granted.

Those who often face significant challenges in this area – particularly with smartphones – are the blind and visually impaired.

Despite the inclusion of accessibility features in most smartphones, these phones are fundamentally designed for people without disabilities. They can also be too expensive for visually impaired people who find it hard to land a job.

A group of my students at the Singapore Institute of Technology found that these were among several obstacles visually impaired Singaporeans face in navigating our increasingly digital society. Their study involved in-depth interviews with 12 such Singaporeans ranging from 23 to 62 years of age.

As we aspire towards a people-centric, inclusive digital future, these are crucial areas to consider.

The problem with one-time passwords​

One of the biggest obstacles the visually impaired face in accessing digital services is SMS one-time passwords (OTPs).


For security reasons, these passwords expire quickly, usually within a minute. For those of us with normal vision, that’s plenty of time.

This is not so practical for those with severe visual impairment. They typically rely on screen readers to read out the SMS OTP.

The actual OTP code is often positioned near the end of the SMS, and by the time the screen reader reads out the OTP code, there’s not much of the minute left.


The visually impaired require much more time to enter OTP codes on their mobile devices compared with people with conventional sight.

So it’s virtually impossible for the visually impaired to independently perform digital banking on their mobile devices using SMS OTPs.

The lack of high-contrast mode – also often called dark mode – of displaying information in some mobile apps also makes it difficult for those with partial visual impairment to properly interact with them, because the screen is too bright.

Some of the bigger culprits include banking apps and online shopping apps. Given the extent to which banking in Singapore has been digitalised, the lack of a high-contrast mode in banking apps excludes most visually impaired from one of the most critical everyday tasks of living in a smart nation.

Old devices that aren’t user-friendly​

Many of the visually impaired respondents said another major obstacle for them in a highly digitalised society is the affordability of smartphones.

This is difficult to imagine for many Singaporeans, especially when it is common to see even teenagers sporting the latest Apple iPhones.

Most of the visually impaired have difficulty being gainfully employed. As a result, they are unable to purchase newer smartphones with better accessibility features.

Some of my study’s respondents still use Android mobile devices that are almost a decade old.

Aside from poorer accessibility, such outdated devices expose the visually impaired to much higher digital security risks than for the rest of us who can afford newer smartphones with updated operating systems.
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The digital inclusivity challenges faced by the visually impaired go beyond smartphones.

A visually impaired respondent recalled how she arrived at a bricks-and-mortar establishment with a digitalised queue management system.

She took a queue number and waited for her turn. After a long while, she sought assistance and found out she missed her queue number because the system did not have a voice announcement feature.

When it comes to challenges beyond using a mobile phone, there are other examples too.

Take touch screen self-service ordering kiosks or tablets, which make ordering and paying for food much easier for most people.

However, for the visually impaired, they become obstacles because they mostly do not come with a voice reader.

Getting the private sector on board​

In our Smart Nation 1.0 journey, most of us raced ahead in enjoying the benefits and convenience of a highly digitalised society, not realising others have been left behind.

In Smart Nation 2.0, it’s time to help those left behind to catch up.

According to the Ministry of Digital Development and Information’s Smart Nation 2.0 report, the Government will take the lead in pushing for greater digital inclusivity, setting accessibility targets for government websites and articulating standards agencies should follow to ensure that digital services are accessible, inclusive and usable.

For the private sector, the Government’s approach towards improving digital inclusivity is engagement through raising awareness, knowledge sharing and co-creating solutions instead of a regulatory approach.

A regulatory approach may not be well-received by the private sector because improving the accessibility of digital content and services involves financial costs.

Small and medium-sized enterprises, in particular, may not have the finances to improve the accessibility of digital content and services.

However, without some form of regulation, there could be less motivation for the private sector to improve accessibility of digital content and services.

In the United States, fear of compliance lawsuits citing violations of the Americans with Disabilities Act drive most private companies to ensure their digital content and services conform to recognised accessibility standards, such as Web Content Accessibility Guidelines (WCAG).

Here, the Government can do more to incentivise the private sector to undertake steps to quickly and significantly improve the accessibility of digital content and services.

Perhaps it can consider a recognition scheme that differentiates private sector companies that have demonstrated strong commitment to digital inclusivity from those which have not, and provide certain benefits to them.

Despite the absence of regulation, there are Singaporean companies that are increasingly recognising the importance of digital inclusivity.

I shared the research findings from my students’ project with telecoms company StarHub and OCBC Bank. Both are revamping their digital content and services platforms, and digital inclusivity is among their key priorities.
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Future digital platforms and services will be designed to conform with WCAG guidelines, making it easier not just for the visually impaired to access digital services, but for users with other forms of impairment as well.

While such a response is an excellent step forward to greater digital inclusivity, companies must engage the disability community to understand how digital content and services are actually experienced by them.

For example, companies can consider hiring people with disabilities as user experience testers. Not only do companies benefit from real-world testing, they also provide meaningful employment to people with disabilities, who are often more likely to be unemployed.

With a rapidly ageing population, more Singaporeans will suffer from physical impairments such as vision or hearing loss. According to the United Nations, more than 46 per cent of older people – those aged 60 and above – have some form of disability.

Our high life expectancy also means that we can expect many more Singaporeans with disabilities living in the upcoming Smart Nation 2.0.

The intersection of ageing and disability means that digital inclusivity is no longer a mere luxury. With Smart Nation 1.0, Singapore grew much smarter digitally and technologically. For Smart Nation 2.0 and beyond, our digital heart needs to grow much bigger to accommodate people with disabilities.

  • Assistant Professor Aaron Ng Yi Kai teaches digital communications and integrated media as a faculty member of the Business, Communication and Design Cluster at the Singapore Institute of Technology.
 
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