# Welcome to RedeemSG RedeemSG is a national voucher system developed by Open Government Products (OGP). It helps Government agencies easily create, issue, and track the redemption of vouchers. It also enables merchants to easily accept Government-issued vouchers. Essentially, RedeemSG provides **a digital solution that solves the inefficiencies and costs involved in paper voucher schemes**. A well-known campaign supported by RedeemSG is the nationwide CDC Vouchers Schemes. *** ## 🔑 Features of RedeemSG RedeemSG's functions support three main groups: **Government Agencies, Recipients, and Merchants**.
*** ## Benefits By digitalising voucher systems, RedeemSG has benefited and solved critical problems faced by its three client categories in the following ways: ### For Government Agencies Agencies can efficiently manage voucher campaigns and track redemptions using the RedeemSG admin portal. Additionally, agencies no longer have to invest the same amount of time and money in campaign setup, voucher printing, and distribution as they would have with earlier voucher systems thanks to RedeemSG. ### For Recipients RedeemSG supports the creation of both digital and paper vouchers to make things easier for recipients, especially for those who are less tech-savvy. Recipients can also sign up and claim vouchers without needing to download a mobile app. ### For Merchants Merchants can accept vouchers easily using the RedeemSG Merchant app, which easily tracks transactions and payouts, removing the need to count vouchers manually. On top of that, merchants are reimbursed the following day rather than after weeks or even months. # Why us? To date, RedeemSG has launched more than 10 national campaigns with key government agencies.
## Use Case: Our recent history RedeemSG has a pipeline of voucher campaigns totalling more than $910 million, and its campaigns have supported high transaction amounts. For CDC Vouchers 2021 and 2022, more than 1.1 million households (over 98%) in Singapore have claimed their vouchers, spending more than S$497 million in total. An estimated 20,000 merchants are onboard the RedeemSG system to accept vouchers.
The RedeemSG team will continue building a platform that is capable of supporting a greater diversity of voucher campaigns across charities and government agencies. The team believes that in the long run, this will enable agencies to drastically reduce the time required to launch a social assistance scheme or engagement initiative. # Setting up a bank account Agencies who would like to onboard to RedeemSG will require a **bank account** and **API access** to allow RedeemSG to programatically transfer funds to merchants at the end of each day. Currently, RedeemSG is integrated with DBS and OCBC bank. Do reach out to your Finance team on whether your agency already has a DBS/OCBC bank account that can be used for your voucher campaign. # Opening a bank account As a general guideline, all ministries will require Accountant-General’s Department (AGD) to either create a new imprest bank account or to update the purpose of an existing imprest bank account. For Statutory Boards, you do not need AGD approval if your project is self-funded. We recommend that agencies reach out to the Accountant-General’s Department (AGD) team to seek advice on whether approval is required if unclear. If you do not require AGD approval, please move on to the next page: [Set up with DBS](/phase-2-before-starting-out/setting-up-a-bank-account/set-up-with-dbs) *** ## Opening an Imprest Bank Account If your agency requires approval from AGD to create a new bank account, please refer to the following steps.
Step 1: Submit AGD application forms You may write in an email to , , , to obtain the relevant application forms.
Step 2: Get approval from AGD for above Await approval from AGD once you have submitted the form.
Step 3: Get Director of Finance (DOF) to endorse the letter Once you have approval from AGD, you may reach out to DBS to set-up your own bank account. DBS will provide you with a Letter to open a current account, that should be endorsed by your DOF.
Once above steps are completed, you may move on to the next page on setting up with DBS. *** ## Using an existing Imprest Bank Account If your agency requires approval from AGD to use an existing imprest bank account, please refer to the following steps.
Step 1: Update the purpose of the bank account
Step 2: Increase the imprest limit of the bank account (if required)
Once above steps are completed, you may move on to the next page on setting up with DBS. # Set up with DBS RedeemSG is currently integrated with DBS to handle the automatic payouts for merchants. Funds will be deducted from the agencies' bank account at the end of each day to each merchant, based on the voucher amount scanned by the merchants the same day. *** ## Procuring DBS RAPID API access As a new agency, you will have to first reach out to RedeemSG to indicate your interest. We will then advise you on setting up the necessary DBS services required to onboard RedeemSG. General steps outlined below for reference.
Step 1: Reach out to RedeemSG to discuss your campaign Share more details about your voucher campaign at go.gov.sg/redeem-new. Our team will get back shortly to discuss how we can best support your campaign.
Step 2: Agency to reach out to DBS Once RedeemSG has firmed up on the voucher campaign details with your agency, we will prompt you to reach out to DBS to begin the procurement of RAPID API access. You may use [#draft-email-template](#draft-email-template "mention") prepared to speed up discussions with DBS.
Step 3: Contract and procurement with DBS DBS will guide your agency through the contracting process. This will take about 3 weeks. APIs used will be the Bulk FAST or PayNow APIs.
Step 4: Provision of API credentials Once the setup is complete, DBS will provide your agency with credentials to be shared with RedeemSG. This will grant RedeemSG access to your dedicated bank account to make the reimbursements to merchants.
Step 5: Live-testing Prior to the launch of the agency's voucher campaign, we will perform a small-value transaction from your bank account ($1) to ensure that the bank account and API is set-up properly.
## Draft Email Template | Email template | | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | |

To: , , ,

CC:

Subject: \[For DBS] Request to onboard RAPID API for RedeemSG

Dear Wunson, Alyssa, Patricia, and Qiyan,

I am {name} from {organisation}. We are looking to set-up a DBS bank account and RAPID API connectivity to be used for our upcoming voucher scheme with RedeemSG.

Our scheme is {agency to briefly introduce the scheme and objectives}.

Details of the scheme as follows:

Would your team be free for a call to chat about the set-up process and contracting?

Thank you,

{name}

| ## Estimated charges involved Agency will need to procure the services required by DBS directly. Exact pricing details will be provided by DBS during the contracting period. There will be a one-time set-up fee to procure the DBS (this is waived under bulk tender as of August 2023). This will allow the agency to use the set-up services Upon launch, there will also be per transaction fees (charged per payout to merchants). The following illustration covers how the per transaction fees are charged.
# Set up with OCBC RedeemSG is currently integrated with OCBC to handle the automatic payouts for merchants. Funds will be deducted from the agencies' bank account at the end of each day to each merchant, based on the voucher amount scanned by the merchants the same day. *** ## Procuring OCBC API access As a new agency, you will have to first reach out to RedeemSG to indicate your interest. We will then advise you on setting up the necessary OCBC services required to onboard RedeemSG. General steps outlined below for reference.
Step 1: Reach out to RedeemSG to discuss your campaign Share more details about your voucher campaign at go.gov.sg/redeem-new. Our team will get back shortly to discuss how we can best support your campaign.
Step 2: Agency to reach out to OCBC Once RedeemSG has firmed up on the voucher campaign details with your agency, we will prompt you to reach out to OCBC to begin the kickstart the API access set up
Step 3: Contract and procurement with OCBC OCBC will guide your agency through the contracting process. APIs used will be the FAST or PayNow APIs.
Step 4: Provision of API credentials Once the setup is complete, OCBC will provide your agency with credentials to be shared with RedeemSG. This will grant RedeemSG access to your dedicated bank account to make the reimbursements to merchants.
Step 5: Live-testing Prior to the launch of the agency's voucher campaign, we will perform a small-value transaction from your bank account ($1) to ensure that the bank account and API is set-up properly.
| Email template | | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | |

To: , ,

CC: , ,

Subject: \[For OCBC] Request for API Access for RedeemSG

Dear OCBC team,

I am {name} from {organisation}. We are looking to set-up a OCBC bank account and API access to be used for our upcoming voucher scheme with RedeemSG.

Our scheme is {agency to briefly introduce the scheme and objectives}.

Details of the scheme as follows:

Would your team be free for a call to chat about the set-up process and contracting?

Thank you,

{name}

| ## Estimated charges involved Agency will need to procure the services required by OCBC directly. Exact pricing details will be provided by OCBC during the contracting period. Upon launch, there will also be per transaction fees (charged per payout to merchants). The following illustration covers how the per transaction fees are charged.
# Finance Reconcilation with RedeemSG After launching your campaign, you may need to report and allow your finance to reconcile with the settlements. RedeemSG offers a range of reports, such as settlement, voucher, and transaction reports, that can aid in your reconciliation process. Settlement reports are typically used in combination with the bank statement to reconcile payouts. Below is a step-by-step guide on how to reconcile bank statements using settlement reports generated by the RedeemSG admin portal. {% file src="/files/QZjD5GyeyscMdRgprqFC" %} You can provide specified access to your finance team via the Permissions tab of the admin portal. If you are facing issues adding your team members, please reach out to # Setting up an SMS account RedeemSG has transitioned from Twilio to gov.sg as part of a government mandate. Therefore, all messages from RedeemSG will be sent via the gov.sg SenderID starting June 2024. All SMS costs are waived until July 2025; after that, charges will be applied to the agency. # Creating a Twilio account Twilio is a commercial cloud communication service that allows users to send messages (including SMS) through an Application Program Interface (API). **Step 1:** Head over to . **Step 2:** We recommend signing up for an account using a group email so that team members can access the console.
**Step 3:** When you see this page, check your email and click the red button saying `Verify your Email`.
**Step 4:** After you have successfully verified your email, log in again and follow the three steps on the screen to set up your Two-Factor Authentication. You can choose to set it up at a later time as well. **Step 5:** When you arrive at this page, choose these options for the following questions: {% tabs %} {% tab title="Screenshot of page" %} ![](https://1241373686-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ2v2yeLXyX8Ps3ryc5TT%2Fuploads%2Fi4bTQjt2lYhPip82x4yc%2Fimage.png?alt=media\&token=19e749e7-582c-472f-a214-d512ce323a2d) {% endtab %} {% tab title="Options to select" %} 1. *Which Twilio product are you here to use?* SMS 2. *What do you plan to build with Twilio?* Identity & Verification 3. *How do you want to build with Twilio?* With code 4. *What is your preferred coding language?* Java Script 5. *Would you like Twilio to host your code?* No, I want to use my own hosting service {% endtab %} {% endtabs %} **Step 6:** Click `Get Started with Twilio` at the bottom of the screen to access your account. Once done, move on to the next page to set up a Messaging Service. # Setting up a Messaging Service After creating your Twilio account and accessing it, it is time to create a Messaging Service. **Step 1:** Under the `Messaging` tab found on the left-hand side of your screen, click on `Services`.
**Step 2:** Name your messaging service `RedeemSG-Vouchers` and indicate `Not listed here` as the purpose.

This will help you better identify your use cases if you have multiple, and will also help Twilio detect your specific use case quicker should you need their help for troubleshooting.

**Step 3:** Under ‘Step 2: Add senders’, click `Add Senders` and select `Alpha Sender` as the Sender Type.
**Step 4:** Under Alpha Sender ID, key in `RedeemSG`. It is case sensitive, so input exactly. We have already registered this Sender ID with SGNIC.
**Step 5:** Leave ‘Step 3: Set up integration’ exactly as it is. Click ‘Step 4: Add compliance info’. ## Additional Notes If you are only planning to send SMSes using a registered alphanumeric sender ID and not receive replies, you do not need to purchase a Twilio phone number. This is the case for RedeemSG. # Adding RedeemSG to your account Adding `team@redeem.gov.sg` as a developer permits RedeemSG to obtain your Account SID, which allows your account to send messages using ‘RedeemSG’. Only the Owner and Administrator roles can add users to a Twilio account. **Step 1:** Key in the verification code sent to your email to gain access to the page. **Step 2:** Click [Account (top right dropdown) > Manage users](https://www.twilio.com/console/project/users).
**Step 3:** Click the ***Invite User*** button to invite a new user.
**Step 4:** Enter `team@redeem.gov.sg` under ‘Email address’ and select `Developer` as the [desired role](https://support.twilio.com/hc/en-us/articles/223136227-What-s-the-difference-between-Owner-Administrator-Developer-and-Billing-Manager-). When finished, click ***Send Invitation***.
**Step 5:** Inform RedeemSG by emailing `team@redeem.gov.sg` when the above steps have been completed. RedeemSG will then register your Twilio account with SGNIC so that you can also send messages from ‘RedeemSG’ with this account. # Providing voucher details RedeemSG will require the following information before we can set up your voucher campaign. The following information will be shared across all vouchers in a campaign. If an agency requires different voucher amounts/ expiry for different recipients, do set up separate voucher campaigns. ## Section A: Key information required
A1: Campaign Name Decide on a campaign name (50-character limit). It should follow the format of `_______ Vouchers.` The above shows how the campaign name will be displayed on various screens.
A2: Description Provide a description of the campaign that is being planned. This is only for internal use and will not be shown to public.
A3: Organiser Name Decide on an organiser name (30-character limit). The above image shows how the organiser's name will appear in the different screens.
A4: Organiser Email (optional) You could also provide your agency's email, which will be used by RedeemSG to contact you regarding the scheme.
*** ## Section B: Additional information required
B1: Voucher denominations and quantity After submitting the campaign form, your agency needs to determine its campaign's voucher denominations and quantity. We recommend using denominations that are similar to actual cash (e.g. $2, $5, $10). To do this, click on the 'Campaign' (on left side of the screen) > Campaign Management >, you can choose your voucher denominations and quantity ### ![](https://1241373686-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ2v2yeLXyX8Ps3ryc5TT%2Fuploads%2Ftm1N9IddhVmAj5OI8doZ%2Fimage.png?alt=media\&token=c055611c-1af7-4b10-b15f-6ba03fe34ebb)
B2: Validity period Your agency has to decide on your campaign's validity period. This affects when a resident can claim or spend their vouchers. Each campaign has a fixed start and end date, which means all vouchers in the campaign will follow its respective start and end dates. *Example: If the campaign’s validity period is from 1 January 2023 to 31 December 2023, the vouchers are only valid during this period.* ![](https://1241373686-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ2v2yeLXyX8Ps3ryc5TT%2Fuploads%2FpY3k0FxaQzuYpFpVBDnj%2Fimage.png?alt=media\&token=7d6440c2-4a24-47fc-b5db-c41a14b0ffda)
B3: Logo Your agency has to provide a logo with a transparent background for your voucher campaign. ![](https://1241373686-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ2v2yeLXyX8Ps3ryc5TT%2Fuploads%2FADzhNk2dViU4FYJqluUg%2Fimage.png?alt=media\&token=504f5119-9187-4810-a9eb-f08f93ecc746)
# Selecting merchants for your voucher campaign # Option 1: Selecting specific merchants for your campaign For agencies with specific merchants required for their campaign objectives. Agency will contract, onboard, and train merchants directly. If your voucher campaign requires a specific set of merchants, you will need to provide RedeemSG with the merchants to add to your campaign. Your agency will be responsible for directly contracting, onboarding, and training merchants. When contracting with the merchants, do check with them on whether they have been onboarded to RedeemSG for other government voucher campaigns. Information required will differ if they are already onboarded. ## (A) Information required for existing merchants Existing merchants refer to merchants who have already been onboarded to RedeemSG and were given a Shop Code. The RedeemSG shop code is what merchants use to log into the RedeemSG Merchant app). This means that they are already part of a RedeemSG campaign and have an account tied to the RedeemSG mobile application. We will require the shop name and shop code for these merchants. You may use the template below. {% file src="/files/bycf66kAJmBlnR2rz11X" %} *** ## (B) Information required for new merchants New merchants refer to merchants who have not been part of any RedeemSG campaigns. We will require more information for merchants who are new to create their accounts for them. This includes their UEN, preferred payment method, and address. Please use the template below. Column A, and H to O is compulsory to fill in. Input to column B - G depends on the merchants preferred payment method. 1. Preferred payment method: Bank Transfer. Fill in columns B to D. Leave columns E to G blank. 2. Preferred payment method: Paynow. Fill in **either** column E, F **or** G. Leave columns B to D blank. {% file src="/files/k95e8wGUAu0bREQOOaFx" %} # Option 2: RedeemSG Vouchers Agencies who do not have fixed merchants in mind can opt for RedeemSG Vouchers, which are RedeemSG-brand vouchers that can be spent at any participating supermarkets. This is suitable for reward vouchers, or celebratory vouchers. > More details coming soon! # Information and help for residents Once the campaign set-up is complete, your agency will need to provide avenues for residents to contact you should they have any enquiries.
Feedback URL or email (Required) Provide a feedback channel, either using a URL or an email, for residents to submit tickets. ![](https://1241373686-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ2v2yeLXyX8Ps3ryc5TT%2Fuploads%2FLxeWStvrHAw6ybbGrTVi%2Fimage.png?alt=media\&token=759d1d54-3457-4d34-af76-60d154e16e25)
Feedback Contact Number Provide a campaign contact number for residents to call directly. ![](https://1241373686-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ2v2yeLXyX8Ps3ryc5TT%2Fuploads%2FPPeikHwd4sgsyULjyaKW%2Fimage.png?alt=media\&token=fbeebf59-ef93-4a87-a6b1-eb93477ebc64)
Organiser Feedback Location Provide an address if your agency has a physical counter for residents to claim vouchers or provide feedback ![](https://1241373686-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ2v2yeLXyX8Ps3ryc5TT%2Fuploads%2FFxUGA6NVdY3TtyveM0Ny%2Fimage.png?alt=media\&token=26e5bf88-07a0-487f-a85e-c970c7866dce)
Campaign Information URL Provide a link for residents to find out more about your voucher campaign and read the vouchers' terms and conditions. ![](https://1241373686-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FQ2v2yeLXyX8Ps3ryc5TT%2Fuploads%2F0it6EqQZPKRISbW7gerf%2Fimage.png?alt=media\&token=476c7907-496e-450b-8992-3db90c40236c)
# Checklist Your agency can use this as a guideline to ensure that nothing is missed. ## Third Party Services Set-up ### Bank Account * [ ] RSG to link up agency to respective bank (DBS/OCBC) * [ ] Agency to set up bank account * [ ] Agency to set up required APIs * [ ] Agency to provide API credentials to RSG * [ ] RSG to add credentials as payout source ## Confirm User Flows * [ ] Agency to confirm voucher distribution method (send claim link or vouchers link directly) * [ ] Agency to confirm admin portal flow (who will have access, how will appeal cases be handled (if any)) * [ ] Agency to confirm launch mechanism (marketing, PR, collaterals). RSG to provide logo and screens if needed *** ## Onboard Merchants * [ ] Agency to reach out to merchants and get their consent to join scheme * [ ] Agency to consolidate merchant information based on RSG templates * [ ] Agency to send RSG merchant list * [ ] RSG to add merchants to campaign *** ## Campaign Set-up * [ ] Agency to provide hi-res logo (preferably svg) for voucher view * [ ] Agency to finalise campaign name, organiser name, campaign start and end date, voucher denomination and quantity * [ ] Agency to provide contact information: Scheme website, contact email/ link, phone number/location * [ ] Agency to provide URL to merchant list (where can recipients spend) *** ## Permissions Set-up * [ ] Send full list of admin users and respective permissions from organising agency to RSG * [ ] Send full list of recipient NRICs to RSG for sign up whitelist\* *** ## Trainings/Comms * [ ] Training for merchants * [ ] Reminder for merchants on upcoming campaign - day of launch * [ ] Training for agency staff *** ## Final tasks before launch * [ ] Start publicity efforts (if relevant) * [ ] Check hardware (e.g. nric scanners, computers, printers etc) * [ ] Remove admin users from staging * [ ] Add campaign id as payout enabled * [ ] Provide metrics (if needed)