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Design-led innovation in the public sector

It's now a feel-good place of concierges and cuddly toys, with a chillout vibe and much more. Welcome to the innovation-driven government agency.

Discovering that newly arrived expats were already feeling stressed out by the move here, IDEO aimed at making the work permit process as smooth as possible.

WHEN entering a government permit office, virtually everyone would prepare themselves for a certain amount of boredom and confusion. But resignation may well turn to surprise (or even shock) if that office is Singapore's Employment Pass Service Centre (EPSC), where foreign professionals go to...