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OpenGov Asia is pleased to invite you to an exclusive OpenGovLive! Virtual Breakfast Insight aimed at imparting knowledge on next-generation democratisation of Artificial Intelligence and Intelligent Automation in the public sector and best practices to improve employee experience and productivity, scalability and service delivery levels and efficiency.
The question is no longer, “why to adopt Artificial Intelligence?” but “how to scale it successfully?”
AI-Initiated transformation in the public sector can be the conduit for providing consistent citizen-centric services on a global scale. Programmes are delivered rapidly, effectively and efficiently, making AI the linchpin of all digital transformation.
For the public sector, AI represents exciting opportunities: how can it leverage the cost and operational benefits of AI while delivering an exceptional experience for both the workforce and citizens?
Basic automation, a simple form of AI, has already been deployed in Singapore government agencies to deliver cheaper and more efficient operations. Yet, AI adoption initiatives tend to be conservative and weighed down with security concerns. Despite how legitimate these concerns may be, they are holding the public sector back from reaping the full benefits of AI and Intelligent Automation.
To harness the full potential of AI and automation, public sector institutions must scale up AI deployment and institutionalise its corporate function.
Amplifying employee productivity in the new normal
Applying intelligence to automate processes is a crucial response to the current and post-COVID-19 era. Not only does automation allow governments to digitally transform, but also to make prompt data-driven decisions that have a positive impact on business efficiency.
With budgets under pressure, the public sector can improve productivity by automating the high-volume of administrative and manual processes so that talented and dedicated employees can focus on what really matters – serving the citizen through human interaction.
Yet, public sector agencies continue to contend with challenges tied to a shortage of skilled workforce and lack of establishing a “Centre of Excellence” with clearly defined roles and responsibilities.
Therefore, the democratisation of artificial intelligence and intelligent automation is imperative as AI-driven business requires contributions from the entire workforce. It is critical to engage all employees – not just technical talent – in AI development. This ensures that AI deployment fully augments employees in their roles and stimulates efficiency, confidence and flexibility to continually adapt as the world moves into the new normal.
Additionally, such efforts would encourage the workforce to develop the basic skills needed as AI ultimately reshapes the future of work in the new normal.
Improved employee experience equals to enhanced citizen-centric services
Optimising the process with automation does more than enhancing the productivity of employees. Employing digital workers to support the business process and management can lead to a better citizen experience with less frustration over remote engagement. Citizens will get the support they need without having to queue physically.
Intelligent automated systems and portals not only increase the accuracy and flow of data, but also provides a more personalised experience and ready-access tools to better manage requests, with staff intervention needed only for support and troubleshooting.
On top of that, this AI-led omnichannel interaction and its deployment projects allow flexibility and reusability. It can be reused or easily replicated by other departments for agencies to implement in similar projects.
The core question about the scalability of AI and digital workforce then becomes: how can the public sector bridge the gap between employee productivity and seamless citizen-centric services in the new normal?
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Good vibrant discussion with relevant folks who understand the same issues
Government Technology Agency of Singapore
It was very insightful. Hearing from fellow delegates helped to put some of the ideas in perspective
Agency For Science, Technology & Research (A*STAR)
Wonderful. Have always enjoyed OpenGov sessions—lots of sharing and insights
National Environment Agency
© 2024 OpenGov Asia – CIO Network Pte Ltd.
She is the Director of HKUST Centre for AI Research (CAiRE), an interdisciplinary research center on top of all four schools at HKUST. She co-founded the Human Language Technology Center (HLTC). She is an affiliated faculty with the Robotics Institute and the Big Data Institute at HKUST. She is the founding chair of the Women Faculty Association at HKUST. She is an expert on the Global Future Council, a think tank for the World Economic Forum. She represents HKUST on Partnership on AI to Benefit People and Society. She is on the Board of Governors of the IEEE Signal Processing Society. She is a member of the IEEE Working Group to develop an IEEE standard – Recommended Practice for Organizational Governance of Artificial Intelligence. Her research team has won several best and outstanding paper awards at ACL, ACL and NeurIPS workshops.
Throughout his career, RAVI BEDI has sought to bridge the knowledge gap between man and machine. Known for his reliability, inquisitive mind, high EQ, and penchant for innovation, he brings a sense of urgency and a big-picture perspective to the digital automation imperative and the design of AI-based solutions. He embraces a forward-thinking approach in expanding the frontiers of innovation and driving thought leadership in identifying applications and solutions around AI techniques.
Laser-focused on capturing a competitive position for the organization, Ravi understands the endgame of AI-driven business value. His core competencies include providing the structural framework for Intelligent Automation As A Service and creating a “Digital Twin Workforce” (RPA) at SCALE. Ravi is a PRACTITIONER, since he implements the solutions and services, he designs by advancing unique process execution models, and architecting intelligent solutions and applications that can Sense, Comprehend, Act, and Learn.
NCS, a subsidiary of Singtel Group, is a leading technology services firm with presence in Asia Pacific and partners with governments and enterprises to advance communities through technology. Combining the experience and expertise of its 12,000-strong team across 69 specialisations, NCS provides differentiated and end-to-end technology services to clients with its NEXT capabilities in digital, data, cloud and platforms, as well as core offerings in application, infrastructure, engineering and cybersecurity. NCS also believes in building a strong partner ecosystem with leading technology players, research institutions and start-ups to support open innovation and co-creation. For more information, visit ncs.co.
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.
CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.
Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.
Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.
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.
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.
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.
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.
