Social Services Delivered Online: Study of Process Flow and Recommendations for Enhancement  

Effectiveness of Online Social Service Programmes

The Singapore Muslim Women’s Association (PPIS) runs community services to provide holistic support and developmental programmes for women and their families. With safety management measures introduced to Singapore during the COVID-19 pandemic in 2020, like many businesses in Singapore, PPIS encountered challenges in switching to conduct their social service programmes such as marriage counselling and talks from face-to-face to online sessions. Recognising the importance of measuring the effectiveness of these e-sessions, CLASIC and PPIS agreed to assign SIT students to engage with PPIS to understand and measure the effectiveness of their existing process for arranging these online services and the success of some of their e-activities.  

In May 2021, under the framework of the ICT Software Engineering programme, a group of students started to study the programme delivery efficiency of an identified PPIS centre as their Integrated Training Project (ITP). The students documented and studied the centre’s current process flow and at the end of the project, delivered a proof of concept to provide an indicative system that could resolve some of the pain points PPIS had in delivering the services online. The students also identified potential areas of improvements and gave their recommendations on how the process flow could be enhanced.