Case Study: Singapore Ministry of Manpower achieves 70% online self-service and faster answers with Sitecore

Ministry of Manpower transforms website into self-service powerhouse

The Singapore Ministry of Manpower, which manages work‑pass policies and workforce services for a diverse population, struggled with a high‑traffic website that had dense, hard‑to‑navigate content and required separate platforms for FAQs and site maintenance. To create a unified, analytics‑driven CMS and enable customer self‑help by default, the Ministry selected Sitecore and deployed Sitecore Experience Platform (XP) along with Sitecore Experience Database (xDB) and Sitecore Email Experience Manager (EXM).

Sitecore helped MOM rewrite and manage content with plain‑language workflows, add tools like criteria calculators, and integrate search and feedback (Lucidworks, WebEngage) plus Microsoft Dynamics CRM and targeted email through EXM. As a result, Sitecore’s solution increased page views by 83%, brought 65% more new users, reduced average time on site by 21%, improved customer ratings by over 20%, and significantly reduced visits to staffed service channels while boosting online issue resolution.

Singapore Ministry of Manpower

Regina Chang

Assistant Director