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Postman
Postman is a simple, secure messaging system for government agencies and officers to send official communications to members of the public by SMS or email. Emphasising legitimacy, reliability, and accessibility, Postman caters to the government’s diverse communication needs, while serving as a trusted way for the public to receive official messages.
Since 2019
Active
We're putting more resources into these products, adding new features to make them work better for our users.
Product Overview
Team Members
11
⅔PM
3⅔Engineer
1Design
2Ops
1Policy
Cost Per Quarter
$6,898,871
Show breakdown
$476,253
Salary
$5,704,428
Infrastructure
$13,536
Security
$451,785
Corporate Overhead
$197,787
Equipment, Software & Office
$55,081
Others
Usage
98.5%
Percentage of SMS Use Cases onboarded
0%
63,485
Total agency users to date
+34%
274
Total number of systems integrated to date
+11%
13.0M
Emails delivered
+7%
43.6M
SMS delivered
-12%
Security & Reliability
0
Number of Scam SMS sent via “gov.sg”
0%
98.5%
Percentage of OTP SMS successfully sent out
0%
95.6%
Percentage of non-OTP SMS successfully sent out
+1%
96%
Percentage of Time sensitive SMS sent within 2 min
+5%
Public Awareness
90%
Percentage of public who recognise gov.sg SMS messages
0%
89%
Percentage of public who felt "gov.sg" helps them recongize legitimate Government Messages
0%
Agency Satisfaction
4.4/5
CSAT Average Score
+14%
84.3%
CSAT Positive satisfaction score
+20%
Cost Effectiveness
$0.12
Cost per message
-3%
Key Highlights
Q1 2025 Oct-Dec
- Improved system monitoring and alerts for better reliability
- Created Campaign Calender for better monitoring of upcoming major campaigns
- Moved 53 Agency Sender IDs to the blacklist to prevent spoofing
- Reduced Support tickets by 60% through better training and guides
- Created 5 prototypes and started Calls Trials to find the best solution to solve GOIS via calls
Q4 2024 Oct-Dec
- Improved system monitoring and alerts for better reliability
- Exploring additional features to improve reliability such as in-app message prioritization, error reconcilation, and end-to-end testing
- Released features to increase accountability of Agency Persons-in-Charge and better campaign management such as Campaign Deletion and Message Privacy
- Rolled out Billing for Agencies
- Exploratory work for to come up with a solution for Government Impersonation via Calls
- Research into potential new attack vectors via iMessage and RCS (Rich Communication Services)
Q3 2024 Jul-Sep
- Improved system monitoring and alerts for better reliability
- Enhanced security measures to prevent hacks and malicious user abuse
- New features to increase accountability of Agency Persons-in-Charge (PICs)
- Exploratory work for “gov.sg” Caller ID
- Research into potential new attack vectors via iMessage and RCS (Rich Communication Services)
Q2 2024 Apr-Jun
- Whole Of Government started using Postman, this includes 117 Agencies and 19.5k Users
- Completed system intergration with 360 systems across 60 agencies
- Worked with our 2 appointed SMS Aggregators and 4 Telcos to roll out a new secured channel to ensure all “gov.sg” SMSes cannot be compromised by the current SMS infrastrucutre loopholes.
- Added a piority queue and intergated with our 2nd appointed aggregator to allow Postman to better piroitize and manage our SMS traffic
- Implemented more fine grained access controls
Q1 2024 Jan-Mar
- Continued integration with 60 agencies to allow government officers to send messages using their existing systems.
- Onboarded 95.7% (66 of 69) of agencies that need to send SMSes, through a series of briefings.
- Tightened SMS infrastructure to protect government Sender IDs, to combat Government Impersonation scams.
Q4 2023 Oct-Dec
- Rebuilt Postman v2 from scratch that would enable Whole of Government to meet the BTN Mandate that involves sending out Government SMS
- Onboarded BTN Ops team with 16 persons to enable Postman onboarding
- Launched API docs for agencies to start intergration
Q3 2023 Jul-Sep
- Completed 7 trials for Government WhatsApp - ICA, CNB, MOH, MSF, MAS, AIC, MOM. Trusted Messages were from Govt - 4/5, Confidence that Caller is from Govt - 4/5
- Developed prototype to test Government SMS, Message Inbox concept and scam quiz, site
- Postman V1 maintence work to ensure all users and system are able to send out messages
Q2 2023 Apr-Jun
- Email inline attachments: Allowing users to attach files in the content of email campaigns
- Migrating our email sending servers to Singapore to ensure 100% compliance with IM8 policies
- Improved API interface for better development experience
Q1 2023 Jan-Mar
- API endpoints for SMS transactional message status retrieval
- Multiple API key management to allow for better security practices
Q4 2022 Oct-Dec
- Campaign scheduling - allowing users to schedule when their campaigns will be sent out at future dates
- List management: Allowing users to persist their recipient lists for usage in future campaigns
- API endpoints for Email transactional message status retrieval
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