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New Solutions from HK Smart Government Innovation Lab

Two tech firms operating under the Hong Kong Smart Government Innovation Lab recently announced that they have launched new solutions which are now ready to be acquired by companies and institutions.

SOLUTION ONE – INTELLIGENT CHAT-BOT FOR MULTIPLE CHANNELS

Solution description

The first solution is an intelligent chatbot for multiple channels. It allows users to citizens choose the most convenient channel for their task. The ‘novomind iAGENT’ enables users to manage all customer service communication within a single platform, this includes calls, emails, social media, live-chat, Chatbot, SMS, major messenger applications and more.

Public agencies can use the system to answer and route citizen enquiries to the right agents automatically via powerful NLP for multiple languages. Moreover, citizen profiles can be fully connected to an existing CRM/database/ID system.

Users can access a full history of each interaction across all channels to analyse and better manage the customer services activity while increasing user satisfaction at the same time.

The solution increases efficiency, reduces response times and enhances user satisfaction through the use of modern omnichannel customer service technology which is employed by various global businesses, healthcare providers and hospitals, e-commerce stores, banks and insurance companies.

Application Areas

The solution was developed to be applied across the areas of Broadcasting, City Management, Climate and Weather, Commerce and Industry, Development, Education, Employment and Labour, Environment, Finance, Food, Health, Housing, Infrastructure, Law and Security, Population, Recreation and Culture, Social Welfare as well as Transport.

Technologies Used

The solution employs Artificial Intelligence (AI), Cloud Computing, Data Analytics, Machine Learning and Natural Language Processing.

Use Case

If used by public agencies, citizens expect an excellent service level across all government departments. The solution allows government departments to offer multiple channels such as email, call, web chat, social media and various messenger apps. These can be further equipped with intelligent chat-bots to optimize enquiries.

All enquiries are routed to a single front-end for service agents, giving them all they need to reply to enquiries rapidly and efficiently. Citizens can choose also their most convenient channel.

SOLUTION TWO – BLOCKCHAIN- AND NFC-BASED BUSINESS PROCESS MANAGEMENT (BPM) PLATFORMS

Solution description and use case

For years, government operation has been a heavily paper-based activity. One breakthrough that humanity has made is that we’re now able to do several types of public services 100 per cent digitally and provide facilities to assist all departments with their operation and compliance requirements.

Evolving regulatory and privacy protection landscape is leading to higher compliance costs. The firm’s innovative mobile workflow solution enables real-time data is available, enhance workplace communication and corporation between all departments.

While some government organisations already use business process management (BPM) platforms, most are unaware of how they can take advantage of combining blockchain technology and smart contracts with their existing workflows. While organisational processes have been used by systems to support the enactment and execution of processes, inter-organizational processes, the challenge of joint design and lack of mutual trust, still need work.

Through enhanced NFC digital token, the solution allows front-end staff to upload required evidence securely and simply with their allocated mobile devices and benefit from push authentication technology and more secure staff logins that employ facial recognition technology on the front-end staff’s mobile device for authentication.

Managers will receive notifications to authenticate logins and approval on special circumstances, sent via an encrypted messenger, and can confirm the action with a single swipe on their mobile device.

Access rights can also be assigned to, for example, several staffs as needed. You decide levels of permission rights each staff needs to complete their job duties securely and efficiently.

The solution would provide a platform that features a widget-based dashboard with extensive personalisation options. Management can manage and monitor their different business units on a single dashboard – for example, pass rate, on-time delivery, job status, accounts status, transactions, apply for loans and other services with real-time updates.

The solution can also create a personalised watchlist and receive real-time alerts so that they can be alerted when certain circumstances have been identified.

Application Areas

The solution was developed to be applied across the areas of Broadcasting, City Management, Climate and Weather, Commerce and Industry, Development, Education, Employment and Labour, Environment, Finance, Food, Health, Housing, Infrastructure, Law and Security, Population, Recreation and Culture, Social Welfare and Transport.

Technologies Used

The solution uses Blockchain technology, Mobile Technologies and Radio Frequency Identification (RFID).

PARTNER

Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.

PARTNER

As a Titanium Black Partner of Dell Technologies, CTC Global Singapore boasts unparalleled access to resources.

Established in 1972, we bring 52 years of experience to the table, solidifying our position as a leading IT solutions provider in Singapore. With over 300 qualified IT professionals, we are dedicated to delivering integrated solutions that empower your organization in key areas such as Automation & AI, Cyber Security, App Modernization & Data Analytics, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Renowned for our consulting expertise and delivering expert IT solutions, CTC Global Singapore has become the preferred IT outsourcing partner for businesses across Singapore.

PARTNER

Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit www.planview.com.

SUPPORTING ORGANISATION

SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.

PARTNER

HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 

PARTNER

IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.