Ownself Gather
Overview
Ownself Gather is a DIY case management platform that enables Singapore public officers to centralise, track, and coordinate cases in one place until resolution. It is part of the GatherSG product suite, hosted on Government on Commercial Cloud (GCC) 2.0, and can store data up to Restricted, Sensitive (High).
Ownself Gather addresses lightweight case management needs — enquiry tracking, request processing, and application evaluation — without requiring enterprise solutions such as Salesforce, Microsoft Dynamics 365, or ServiceNow. Each app functions as an independent case management system with its own database, case types, statuses, user roles, and workflows.
Who is Ownself Gather for?
| Role | What you use Ownself Gather for |
|---|---|
| App administrators | Create apps, configure case types with custom fields, define case statuses and duration thresholds, set up roles and permissions, manage users, and build automated workflows |
| Case officers | Process and manage cases, correspond with applicants via email, update case statuses, assign cases, flag and tag cases, and track resolution timelines |
| Managers and supervisors | Monitor case statistics and trends, generate scheduled and manual reports, review SLA compliance using duration thresholds, and push standardised case views to team members |
| External collaborators | Access shared apps to view and manage cases assigned to them (requires a Singpass account; cannot create apps) |
Key capabilities
| Capability | Description |
|---|---|
| App-based case management | Create independent apps, each with its own case database, case types, statuses, user roles, and workflows. Duplicate apps or share them as templates |
| Multiple case sources | Receive cases from FormSG form submissions, email auto-forwarding from generic mailboxes, API integrations from external systems, or manual creation within the app |
| Email correspondence | Send, receive, reply, and forward emails directly within a case. Includes read/unread tracking, draft sharing among teammates, email signatures, rich text formatting, and placeholder variables using {{ }} syntax to pull case field data into email subjects and bodies |
| Customer relationship management | Aggregate cases by a unique customer identifier (e.g., NRIC, UEN, email address) to view consolidated case histories per customer |
| Automated workflows | Configure instant workflows triggered by case events (e.g., case created, status updated, email received) and scheduled workflows that run at set intervals (daily, weekly, monthly, or ad-hoc). Basic mode for simple actions; advanced mode for if-else conditions, loops, and scripting using JavaScript or Excel-style formulas |
| Reports and data visualisation | Monitor case trends using a built-in statistics dashboard with bar and area chart views. Generate reports manually from the Cases page or automatically via scheduled workflows. Reports include selectable fields and optional attachment exports, and are retained for 60 days |
| Case duration tracking | Automatically track case age with configurable SLA thresholds. Pause, resume, or reset the duration counter manually or via workflows. Exclude weekends, public holidays, and ad-hoc days from the calculation |
| Tags and granular permissions | Apply tags to cases for filtering. Optionally assign tags to users as attributes, then configure role-based permissions so users only see cases with matching tags |
| Duplicate detection | Automatically flag cases that match specified identifier fields (e.g., email address, NRIC) within a configurable detection period |
| Bulk operations | Update status, assignment, tags, or flags for multiple cases simultaneously. Bulk delete cases from the Cases page |
| Audit logs | Track field-level changes with previous and updated values, user attribution, and timestamps. Export audit logs as password-protected CSV files (restricted to a 35-day date range per export) |
| API and webhooks | Integrate with external systems using the Case Management API and Administration API (rate limit: 100 requests per 5 minutes per API key). Send case data to external systems using webhooks in JSON or form-data format, with configurable retries (up to 3 attempts on failure) |
| App variables | Define global values accessible across all cases in an app (e.g., a budget counter). Update app variables through workflows using spreadsheet-style formulas. View audit logs for each variable |
| Case comments | Leave threaded comments on cases with user tagging via @mentions. Configure permissions to control who can view, post, and delete comments. Unread comment indicators are displayed in the case view |
Case sources
Ownself Gather supports four methods for creating cases:
- Manual creation — Officers create cases directly within the app.
- FormSG — Link a FormSG form to a case type using the form’s secret key and webhook URL. Form submissions automatically create cases with pre-populated fields. Only single-respondent forms support direct webhook integration. Multi-respondent forms require Plumber for integration.
- Email — Auto-forward emails from a generic agency mailbox to the case type’s unique email address. Each new email thread creates a case. Replies to existing threads are added to the corresponding case. Three email parsing mechanisms (paragraphs, line-by-line, HTML) can auto-fill case fields from the first email received.
- API — External systems create cases programmatically through the Case Management API.
Documentation
| Section | What you will find |
|---|---|
| Get started | Log in, create your first app, configure a case type with fields, set up statuses and roles, add users, create and process a test case, and publish your app |
| Set up case intake channels | Link FormSG forms using secret keys and webhook URLs, configure email auto-forwarding from generic mailboxes with email parsing, connect external systems via API, and set up multi-respondent form integration via Plumber |
| Configure automated workflows | Build instant and scheduled workflows using the 4-step creation process: workflow details, additional criteria, case field aliases, and workflow actions. Use basic mode for simple automation or advanced mode for scripted logic |
| Manage cases and track SLA | Configure case duration thresholds with working-day exclusions, use bulk operations across multiple cases, generate manual and scheduled reports with selectable fields and attachment exports, and monitor trends using the statistics dashboard |
Access and eligibility
- Available to: Singapore public officers and government-affiliated organisations. Non-gov.sg users can access apps they are added to but cannot create new apps.
- Whitelisted education domains: Users from ITE and polytechnic institutions (e.g., ite.edu.sg, np.edu.sg, sp.edu.sg, tp.edu.sg, rp.edu.sg, nyp.edu.sg, moe.edu.sg, science.edu.sg) can create apps.
- Pricing: Free until September 2027. The team will provide at least three months’ notice before implementing any subscription fee.
- Data classification: Restricted, Sensitive (High). Data from integrated FormSG forms must not exceed this classification, even though FormSG itself can store up to Confidential (Cloud-Eligible).
- Hosting: Internet-accessible via GCC 2.0. Not integrated with APEX Cloud (intranet-only systems are not supported).
- Default user quota: 20 users per app. Request increases at no cost via Settings > Service Quotas.
- IM8 compliance: App administrators must perform routine user declarations (yearly by default; configurable to monthly) to verify that only authorised users have access.
| Login method | Who can use it |
|---|---|
| Whole of Government Active Directory (WoG AD) | Public officers with gov.sg email addresses (excluding defence.gov.sg and schools.gov.sg). First-time login must use WoG AD |
| TechPass | Users with TechPass accounts |
| Singpass | All users, including non-government collaborators. Non-gov.sg users must register an account and verify their email address first |
| CorpPass | Corporate users accessing GatherSG products |
Product integrations
- FormSG — Primary case intake channel for single-respondent form submissions via webhook.
- Opus — Dedicated Ownself Gather trigger node and action node for workflow automation. The trigger node receives case events via webhook; the action node supports case CRUD operations, file uploads, email retrieval, and case search. Authenticated via API key.
- Plumber — Extends Ownself Gather for advanced use cases: connecting multi-respondent FormSG forms, syncing a second form’s submissions to existing cases, tracking SLA in hours or minutes (instead of days), and supplementing cases with data from M365 Excel.
- External systems — Inbound integration via the Case Management API (
https://gather.gov.sg/cms/api/swagger/). Outbound integration via webhooks in JSON or form-data format.
Support
- Product demo: Watch the full-length product demo
- Feature requests: Submit or upvote feature requests
- Support tickets: Submit via Settings > Service Quotas within your app, or at gather.gov.sg/support
- Account reactivation: Accounts inactive for more than 90 days require reactivation. Gov.sg users can self-reactivate at gather.gov.sg/support/reactivate-account. Non-gov.sg users must submit a support ticket.
