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LetterSG
LetterSG delivers official government letters to citizens in a secure, timely, and accessible way — making it easy for agencies to send trusted digital communications reliably. It also supports Singapore’s move towards paperless government by enabling agencies to issue digital letters via secure .gov.sg links.
Since 2023
Maintenance
We’ve gotten these products stable and still make fixes if needed, but aren’t adding new features.
Product Overview
Team Members
6
⅓PM
2⅔Engineer
2Ops
Cost Per Quarter
$257,275
Show breakdown
$138,616
Salary
$31,554
Infrastructure
$55,851
Corporate Overhead
$24,445
Equipment, Software & Office
$6,809
Others
Usage & Growth
177K
Total letters created this quarter
-53%
629K
Total letters created
+14%
294K
Total digital letters created
+32%
335K
Total paper letters created
+1%
3,012
Total templates created
+11%
Satisfaction
4.13/5
Officer Satisfaction
-14%
91%
Citizen Satisfaction
-6%
Others
4.4$
Cost per letter (per quarter)
4,867
Total agency users
+22%
68%
Citizen SMS read rate
+3%
62%
Citizen email read rate
+2%
Key Highlights
Q4 2024 Oct-Dec
- Launched beta feature for officers to send paper letters via Singpost. 93 PA CCs used the beta feature to send 330k+ paper letters
- 97% citizens like digital letters because they are environmentally friendly and easy to use
- Agencies can integrate create letters in bulk via API integration
- Officers can include two email recipients for one letters
Q3 2024 Jul-Sep
- Officers can self-serve create new mobile-friendly templates from sample layouts
- Improved template editing & management for officers:
- Let officers rename their own templates
- Let officers archive unused or test templates
- Improve image upload and editing functionality
- Increased number of supported fonts
Q2 2024 Apr-Jun
- Support gov.sg sender ID SMSes and custom agency headers
- Officers can upload images directly into templates (previously, images were uploaded on Go.gov.sg and embedded via image links)
- Citizens can download their letters as PDF and share letter links easily with people they trust
- Agency logos and names are automatically embedded in link previews to improve legitimacy of letters
- Housekeeping:
- Improved UX of emails notifications to improve legitimacy
- Improved batch load responsiveness for dashboard
- Improve OTP security
Q1 2024 Jan-Mar
- 93 PA CCs and NWCDC used LetterSG to distribute letters to 15K households
- 6 teams across HDB, MOM, SCDF have transitioned fully away from physical letters
- Supported export of letter batches as PDF, allowing agencies to print physical letters for the elderly while issuing digital letters for tech-literate citizens
- Supported APIs for system integration
- Supported template cloning & editing to help agencies onboard faster
- Revamped email and landing page to improve citizen legitimacy and read rates
- Allow agency users to collaborate on tracking letters issued and rate rates
Q4 2023 Oct-Dec
- Template access control
- PDF download
- Landing page update
- Miscellaneous updates
Q3 2023 Jul-Sept
- UI/UX revamp
- SMS and email support
- Bug fixes
Q2 2023 Apr-Jun
- Launched LetterSG MVP with PUB
- Support password-protected letters
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