EXCLUSIVE: It’s cloud and data access for Australian Institute of Health and Welfare in 2019

2018 has been a year of technological breakthroughs and developments across the IT world. The highs of this period aren’t limited to the private sector. The Australian Institute of Health & Welfare has had its share of big wins, challenges, and is ready for more digital transformation in the new year.

The Man with the Data

OpenGov Asia had a chance to speak to Geoff Neideck, Group Head, Data Strategies and IT, Australian Institute of Health and Welfare. In what he calls, “a very interesting role”, he gives us an inside look as to how his organisation has progressed and where they are investing in for 2019.

Geoff describes the Australian Institute of Health and Welfare as a major information and data agency. Housing a repository of data, it helps stakeholders get a national picture of health and welfare issues and topics. Government, researchers, policymakers and the community can access the information to inform themselves about healthcare and welfare issues, as well as start a conversation around the data.

As Group Head, Geoff has the combined duties of a Chief Data Officer and a Chief Information Officer. Hence, he oversees the organisation’s IT functions as well as its data strategies to support the needs of itself and its many stakeholders.

2018 In Review

With such a dynamic role, it comes as no surprise that the Institute has a good number of technology projects under its belt. Although many are a work in progress, Geoff begins by sharing a meaningful one – the Veterans’ Health and Welfare Program.

“It’s very important to our current and former Australian Defence Force (ADF) personnel,” explains Geoff. “[The program] reports on their health and welfare and looks to address information and knowledge gaps to improve the evidence base. Looking at suicide rates for current and former ADF personnel has been a recent focus in response to ongoing concern within the ADF and the Australian community. We gathered information from the partnering agencies, the Department of Veterans’ Affairs and Defence, combined with the mortality data maintained by the AIHW…It supports a very important public policy issue in terms of how we support our veterans.”

Between 2017-2018, Australia’s Department of Veteran Affairs reported that mental health and suicide prevention ranked high on its list of priorities. Monies were pledged to improve the delivery of mental health support to the overall welfare of veterans and ex-personnel through a series of policies.

The data linked and analysed by the Australian Institute of Health and Welfare will provide tangible benefits for the veteran community.

Given the impact data can have to improve citizen’s lives, Geoff says, “As a data agency, it is important to quality assure the data that we have. One of the recent activities we have undertaken is to develop a data validation tool which basically provides a data edit engine, data validation and data assurance processes.”

The tool generates reports and diagnostics to make improvements to the dataset. Using the information provided, quality information can be used in tandem with the commentary the agency publishes in their reports.

“In the same sphere, we are also looking at applying machine learning techniques at the point of integrating data into the organisation, and validating and preparing it for analysis,” Geoff shares.

Its application is to assist in the process of cleaning the huge sets of data. The machine learning aims to identify duplicate records, gaps in the data, and provide diagnostic information. Any manipulation which needs to be done will help improve the quality of data for research and government policy analysis.

However, the Australian Institute of Health & Welfare does not do the heavy lifting alone. The size of the organisation is a constraint on the number of experienced staff it can retain. Other agencies, such as the Australian Bureau of Statistics, and consultants collaborate with them to provide assistance to projects his team undertakes. Presently, they are recruiting individuals with advanced data science skills to support the multiple projects they are undertaking.

Challenges

This leads us nicely to what Geoff thinks is one of the biggest challenges the Australian Institute of Health and Welfare faces – plugging a talent gap.

“It’s quite a challenge finding the right people with the skills and techniques we need. Particularly, getting people who have applied techniques in the area we are in – government administrative and statistical data,” explains Geoff.

Generally, people who have good data science skills would make the cut. However, what his agency is really looking for are people with a healthcare or administrative data background.

“We often work with quite disparate datasets and bring them together to form the analytics datasets we use. It is about understanding the types of analysis our data is used for. Obviously, some of the analysis we want to support is looking at rare diseases and disease clusters. Within our data, this might require a spatial analysis to identify particular areas where there are higher levels of particular diseases or health outcomes, especially adverse ones,” adds Geoff. “It is really about how we can develop the datasets for these particular analyses, in the health and welfare sphere.”

Like other organisations in the public sector, data governance and security are a major challenge his organisation wrestles with, but ones in which they have over 30 years’ experience in. Geoff is cognisant that Australian citizens need to be assured that their data is used well through his organisation’s statistical collection and analysis. The goals of policy must be achieved while protecting the interest of citizens. It is a fine balanced which must be struck.

2019 Forecast: Cloud

In the horizons, the agency is working on a cloud strategy. For now, some activities have already been moved to the cloud, such as certain outward facing work, says Geoff. Some development work is also cloud-based.

“But we’re looking at other activities we can put into the cloud. We’re working in line with the Australian Government policy around public data and deployment into the cloud,” shared Geoff.

Another project they are looking at is the nature of accessing data. Geoff says the way people want to see data is changing. Traditionally, hardcopy publications with tables and graphs were the norm of this agency. Moving forward, Geoff and his team are looking at considerably more web-based output. Hence, data visualisation will become more important for his team.

Apart from acquiring the tools from Tableau, they are grooming the necessary talents to apply the technology. Close to 200 of their staff have been actively using data visualisation in their reports. Already, more than a thousand visualisation dashboards are available on their website. However, he believes more can be done to democratise the access of the agency’s valuable data.

In the year to come, Geoff and his team will continue to work closely with other government agencies to bounce ideas, tap on their experience, and deliver better results for the Australian community.

Swinburne and French Industry Partners to Secure Engineering Futures

Through a partnership between the Swinburne University of Technology, École Spéciale des Travaux Publics (ESTP) in France, and a construction engineering company, engineering students will have the opportunity to gain valuable experience in significant infrastructure projects in Australia.

Qualified students from École Spéciale des Travaux Publics (ESTP) will have the chance to enrol in Swinburne’s Master of Engineering Practice programme and subsequently participate in a paid two-year internship with the construction engineering company to contribute to one of their major infrastructure projects in Australia.

Since 1995, the construction engineering firm has been at the forefront of major infrastructure projects, including the Sydney Airport Link. They have also completed the construction of eight solar farms in Australia and are presently involved in projects such as the Melbourne Metro Tunnel and Sydney’s Westconnex 3A: M4/M5 Link.

The Pro Vice-Chancellor for Global Engagement at Swinburne, expressed his delight in establishing the trilateral partnership, noting that it is aimed at fostering educational and industrial links between France and Australia.

He added that the mission of Swinburne University is to unite individuals and technology in order to construct a more prosperous world. This objective will serve to benefit their students, respond to the evolving requirements of their collaborators, and promote research in areas of mutual concern.

Collaborations with established industry leaders present students with a distinctive chance to acquire valuable educational and work-related experiences. As a result of their shared values and dedication to providing students with authentic industry experience, future partnerships may entail engineering students becoming increasingly involved in these projects.

The partnership will have a significant impact by attracting top-tier students from ESTP to Swinburne, resulting in a more diverse and enriched student community. Additionally, it will contribute to the training of the company’s future workforce. Over the long term, this partnership could further improve course curriculums and potentially lead to the development of joint research initiatives.

The Chief Executive Officer of the construction engineering firm has expressed his belief that the programme will enable students to cultivate both technical and critical skills in Australia’s thriving construction industry. He further stated that joining the firm presents a tremendous opportunity for individuals to work in a world-class company that is dedicated to fostering a modern and diverse culture.

The firm is committed to achieving its decarbonisation objectives by 2030 and providing its employees with dynamic career growth opportunities. He looks forward to a shared future with Swinburne and ESTP.

According to market analysis, the global construction market is predicted to increase from US$13.57 trillion in 2021 to US$15.17 trillion in 2022, growing at a CAGR of 11.8%.

The rise in the construction industry is primarily attributed to companies restructuring their operations and recuperating from the impact of COVID-19, which resulted in operational difficulties due to social distancing, remote working, and business closures. It is anticipated that the construction market will expand to US$22.87 trillion by 2026 at a CAGR of 10.8%.

The trilateral partnership comes at a time when the global construction market is experiencing significant growth. The collaboration between these institutions will provide engineering students with practical work experience on major infrastructure projects, enabling them to develop their skills and knowledge in real-world scenarios.

The partnership also has the potential to foster joint research projects and contribute to the development of course curriculums. This initiative not only benefits the students but also the construction industry by nurturing a skilled and diverse workforce, leading to greater productivity and innovation in the field.

Goa, India Unveils AI-Based Traffic Management System

An artificial intelligence (AI)-powered traffic management system has been launched in Goa at Merces junction. The system will assist state authorities with security, signal management, and issuing fines and tickets (challan). The technology automatically detects violations and dispatches an e-challan to the violator’s address, as per a government report.

According to the state’s Chief Minister Pramod Sawant, this is the first signal in Goa that incorporates AI technology. He said that the system will benefit traffic police by enabling them to monitor traffic and enhance security more efficiently.

There will be 16 smart signals aimed at managing traffic in Goa. The technology aims to bring down major accidents in the city. The system can “keep track of the movement of anti-social elements,” the report said. The Chief Minister stated that AI might also be used to make any arrests in the future.

The system has been developed and implemented by a private AI company and deployed at the Merces junction. Goa will expand the scope of implementation on a PPP basis by collaborating with private investment. The signals have been installed at no cost to the state government.

The government does not want people to break rules or take the law into their own hands. The Transport Minister, Mauvin Godingo, noted that although the implementation of the system has begun, the process of issue challenge will be completed by 15 April.

The AI system will reduce human errors and corruption. There will be real-time photographs if someone violates the traffic rules. An official claimed that within the next 15 years, the government will install AI at more locations to monitor roads under the PPP model.

In 2021, the Karnataka State Road Transport Corporation (KSRTC) implemented AI-based technologies to limit road accidents and improve passenger safety in buses. The corporation floated a tender for the implementation of an AI-powered Collision Warning System (CWS) and Driver Drowsiness System (DDS) for 1,044 buses.

In April 2022, under the second phase of the Ministry of Electronics and Information Technology (MeitY)’s Intelligent Transportation System Endeavor for Indian Cities initiative, an indigenous onboard driver assistance and warning system (ODAWS), a bus signal priority system, and a Common Smart IoT Connectiv (CoSMiC) software were launched.

A few months later, the Bengaluru traffic police rolled out an Intelligent Traffic Management System (ITMS). Similar to the recently-launched system in Goa, AI-enabled cameras detect traffic violations. The ITMS issues fines through text messages on offenders’ phones.

AI and machine learning (ML) technology are used in the ITMS to identify traffic violations automatically, as OpenGov Asia reported. The ITMS has been installed at 30 traffic junctions across the city. The cameras can detect speed limit violations and red light and stop lane breaches, and offences like helmet-less travel, driving without a seatbelt, triple-riding, and the use of mobile phones while driving.

The system has an AI-enabled solution with 250 automatic number plate recognition cameras and 80 red light violation detection cameras installed at 50 junctions. These cameras, which are active round-the-clock, have saved a lot of manpower, which is redeployed for traffic management and regulation. The data collected is stored on a server owned by traffic police. In the future, the police force plans to track vehicles without number plates and stolen vehicles.

RMIT-Led Team Develops Spray-On Nanomaterial for Bendable Electronics

A group of scientists from around the world is working on creating an inkable nanomaterial with the potential to be used as a spray-on electronic component. This technology could be used in the future for creating ultra-thin, lightweight, and flexible displays and devices.

Due to recent advancements in nanotechnology, zinc oxide has become a highly versatile material that could potentially be integrated into various components of upcoming technologies such as mobile phones and computers.

RMIT University’s Associate Professor Enrico Della Gaspera and Dr Joel van Embden led a team of international experts who reviewed the manufacturing methods, capabilities, and potential uses of zinc oxide nanocrystals, which has been published in the influential international journal, Chemical Reviews.

The co-authors of the study are Professor Silvia Gross from the University of Padova in Italy and Associate Professor Kevin Kittilstved from the University of Massachusetts Amherst in the United States.

According to Associate Professor Enrico Della Gaspera from the School of Science, progress in nanotechnology has allowed for significant improvements and adaptations to the properties and performances of zinc oxide. This has resulted in the ability to produce tiny and versatile zinc oxide particles with exceptional control over their size, shape, and chemical composition at the nanoscale.

Associate Professor Joel van Embden, also from the School of Science, stated that this level of control can lead to precise properties for a variety of applications, including optics, electronics, energy, sensing technologies, and microbial decontamination.

The zinc oxide nanocrystals have the capability to be converted into ink and applied as an ultra-thin coating, with a thickness hundreds to thousands of times thinner than a typical paint layer. This process resembles ink-jet printing or airbrush painting.

Associate Professor Enrico Della Gaspera noted that these thin coatings have the necessary characteristics of high transparency to visible light and electrical conductivity, both of which are fundamental for developing touchscreen displays. Moreover, the nanocrystals can be deposited at low temperatures, enabling the creation of coatings on flexible substrates like plastic that are durable enough to withstand flexing and bending.

Zinc is an abundant and cheap element that is widely used by various industries. Zinc oxide has been extensively studied and gained interest in the 1970s and 1980s due to advancements in the semiconductor industry. With the advent of nanotechnology and advancements in syntheses and analysis techniques, zinc oxide has rapidly risen as one of the most important materials of this century. Zinc oxide is safe and biocompatible and is already found in products such as sunscreens and cosmetics.

The team is open to collaborating with industry partners to explore possible applications utilising their methods for producing these nanomaterial coatings. Zinc oxide nanocrystals have potential applications in various fields, including:

Self-cleaning coatings
Antibacterial and antifungal agents
Sensors to detect ultraviolet radiation
Electronic components in solar cells and LED
Transistors, which are the foundation of modern electronics
Sensors that could be used to detect harmful gases for residential, industrial, and environmental applications.

The team’s approach to using zinc oxide nanocrystals in industrial settings would require partnerships with the right organisations. However, scalability remains a challenge for all types of nanomaterials, including zinc oxide. The team would need to adapt the type of chemistry used and innovate the reaction setup to recreate the same conditions achieved in the laboratory but on a larger scale.

Additionally, the team needs to address the shortfall in electrical conductivity that nanocrystal coatings have compared to industry benchmarks. While the intrinsic structure of nanocrystal coatings provides more flexibility, it limits their ability to conduct electricity efficiently. The team and scientists worldwide are working to address these challenges and make progress. Collaboration with other organisations and industry partners is seen as an opportunity to solve these challenges. With the right partnership, the team is confident that these challenges can be overcome.

Vietnam’s Fixed Internet Speeds Improve

The quality of Internet service has improved following directives issued by the Ministry of Information and Communications (MIC). Globally, Vietnam ranks 39^th in terms of fixed Internet.

According to an industry report, the country ranks 52^nd globally in mobile Internet speed, a fall of nine places as compared to the month before. The broadband download in February was 42.67 Mbps, while the upload speed was 18.27 Mbps. As for fixed broadband Internet, Vietnam jumped six places to rank 39th, despite issues with submarine fibre optic cables.

It was reported that the average download speed of fixed broadband in Vietnam was 91.6 Mbps, while the upload speed was 93.38 Mbps. The system measuring the Internet access speed in Vietnam (i-SPEED) of the Vietnam Internet Centre (VIC) under MIC has also reported similar results, with average fixed download broadband speed up and mobile broadband down.

The average broadband download speed in Vietnam in February was 89,73 Mpps, up 4.6% over January. Among the centrally run cities, Ho Chi Minh City had the highest fixed broadband download speed (96.55Mbps). The average fixed broadband upload speed of the whole country was 88.71 Mbps (up 4.7%).

As per data from VIC, in terms of mobile Internet, the average download speed of the whole country in February was 36.45 Mbps (down 10.7% over January), while the average upload was 16.19 Mbps (down 6.7%).

The figures from both domestic and international sources indicated that there has been a significant improvement in Vietnam’s fixed Internet speed in February, a considerable achievement considering the several incidents surrounding the submarine fibre optic cables since late 2022. As a solution, MIC has directed telecom carriers to promptly apply measures to fix the problems to ensure smooth international Internet connection.

Under the instructions of the Authority of Telecommunications (AOT), mobile network operators have negotiated to buy more mainland optical fibre capacity and share capacity with each other to overcome the crisis.

MIC has also requested telcos to develop more submarine fibre optic cables to better satisfy users’ demands. Vietnam is using five international submarine fibre optic cables. The government expects the total number of cable routes used in Vietnam to double by 2025. Telcos have noted that the increase in the capacity of international connection on the mainland has helped improve the Internet service quality and the complaints about service quality have decreased.

As a result of better and more easily available Internet connectivity, Vietnam’s digital economy has grown rapidly. Data from MIC showed that the ICT economy’s revenue reached an estimated US$ 148 billion in 2022, representing a year-on-year increase of 8.7%. The contribution of the digital economy to the national GDP in 2022 accounted for about 14.26% of the total, with 7.18% contributed by the ICT digital economy.

As OpenGov Asia reported earlier, IT services have contributed the most to the digital economy, accounting for about 30% of the total value, followed by e-commerce (14.3%) and hardware production (12.83%). The digital content field recorded the strongest growth, up nearly 104% compared to the first quarter of 2022.

MIC developed a strategy for digital technology industry development to 2025 with a vision for 2030. Last year, the ministry announced 35 national digital platforms serving digital transformation and the development of digital government, economy, and society, including 21 developed by domestic digital technology enterprises. These have contributed to facilitating state management and public services.

Western Australia and Tamil Nadu Hubs Ink Innovation Agreement

A Memorandum of Understanding (MoU) aims to establish a bridge for startups between India’s most industrialised state and Western Australia’s flourishing innovation ecosystem. The MoU was signed by iTNT Hub, which is India’s first emerging and deeptech innovation network, and the WA Data Science Innovation Hub based at Curtin University, which is a cluster for data science, artificial intelligence, and information technology innovation in Western Australia.

The Memorandum of Understanding was signed on the first day of the Umagine conference in Nandambakkam, Tamil Nadu. The event was attended by the IT and Digital Services Minister of the state and the Minister for Innovation and the Digital Economy from Western Australia.

Western Australia’s Minister for Innovation and the Digital Economy stated that the goal of the Memorandum of Understanding between the WA Data Science Innovation Hub (WADSIH) and iTNT is to establish a defined collaboration that is mutually beneficial for the development of shared objectives between the ecosystems of Tamil Nadu and Western Australia.

Meanwhile, the Chief Executive Officer of iTNT Hub expressed his delight in receiving the support of senior ministers and heads of state from visiting delegations. The delegations were guided by the Department of Jobs, Tourism, Science and Innovation in Western Australia and the Department of Information Technology and Digital Services in Tamil Nadu.

The iTNT Hub CEO noted that the agreement aims to establish the groundwork for a start-up and innovation bridge between Tamil Nadu and Western Australia. This will facilitate increased collaboration and exchange between the two innovation ecosystems.

The primary goal is to work with entrepreneurs, innovators, and an academic network of over 570 engineering colleges and industries to promote innovation on a large scale. The iTNT Hub’s teams are excited about the potential outcomes of this collaboration with the start-up minds in Western Australia.

The Director of the Curtin-based WA Data Science Innovation Hub stated that through the Memorandum of Understanding, exchange and collaboration opportunities will be provided to innovators, entrepreneurs, and the most talented students in both India and Western Australia.

He noted that artificial intelligence is expected to contribute AU$ 22 trillion to the global economy in the next seven years. Therefore, it is crucial to collaborate with global leaders in data science, applied artificial intelligence, and information technology-based innovation.

He said that the state of Tamil Nadu produces more engineering graduates than any other state in the world. Therefore, the team is excited to collaborate with iTNT to take innovation to the next level.

According to the Program Manager of WA Data Science Innovation Hub, the collaboration between the two entities has the potential to create a significant impact on a global level. The Memorandum of Understanding will enable Western Australia’s flourishing startup community to collaborate with the bright minds from India’s most industrialised state, driving innovation across the Indian Ocean. Through cross-collaboration around innovation, novel solutions can be created to address some of the world’s most pressing issues.

The Government of Tamil Nadu is leading the establishment of India’s first emerging and deeptech innovation network, iTNT Hub. This initiative is supported by the Government of India and various industries to provide a platform for entrepreneurs, innovators, researchers, and industry to collaborate and innovate.

The WA Data Science Innovation Hub is an initiative of the Western Australian Government and is supported by Curtin University. Its objective is to maintain Western Australia’s position at the forefront of the digital revolution by promoting the adoption, education, training, and awareness of data science in the state.

EXCLUSIVE! Chatbot Development for Public Service

OpenGov Asia has recognised GovTech for the public sector’s evolving digital use. The agency has streamlined government operations and broken new ground with its Virtual Intelligent Chat Assistant (VICA). The project is part of GovTech’s ongoing efforts to develop and deploy chatbots to fill gaps in government services and enhance the lives of citizens.

VICA is the most recent citizen assistant platform from GovTech, utilising Artificial Intelligence (AI) to create more efficient and beneficial chatbots for government agencies to manage and for end users. The ‘Ask Jamie’ Virtual Assistant will eventually be replaced by VICA.

The engine-neutral platform employs cutting-edge tech to enhance performance and precision. VICA utilises natural language processing engines, machine learning and AI to enhance virtual and phone interactions between Singapore government institutions and residents or businesses.

This platform not only learns and interprets conversations but also offers businesses the ability to design and train chatbots, features that Ask Jamie did not provide. The automated processes provided by VICA make it easier for agencies to onboard and “train” their chatbots.

This accomplishment earned GovTech the prestigious OpenGov Asia Recognition of Excellence Award, which will be presented at the 8th Annual Singapore OpenGov Leadership Forum 2023.

Chatbot advancement to improve citizen experience

In addition to providing a simple FAQ, VICA improves transactional services in numerous other ways. Streamlining transactions provides greater convenience and access to government services and information, as well as quicker and more direct responses to user inquiries.

Taxi drivers and hawker stall owners, for instance, can use the IRAS chatbot to request assistance with tax filing. The Municipal Services Office’s OneService Chatbot, Kaki, which allows residents to easily report municipal issues via WhatsApp and Telegram, is also powered by VICA.

VICA-powered chatbots provide the public with timely updates, such as the Gov.sg chatbot, which provides COVID-19 updates and disseminates important government announcements in English, Chinese, Malay and Tamil.

Using NLP technology has allowed VICA-powered chatbots to better understand and interpret human language, particularly in the context of Singaporean English, thereby improving overall user experience. It is possible to create more structured conversational flows by defining intents, entities and context management – the building blocks that provide directions to chatbots and allow them to meet the needs of users.

VICA provides detailed analytics and insights into the performance of the chatbot as well as user conversations. With this information, the team can identify areas for improvement to enhance performance and accuracy.

Technology is constantly evolving, and the team is continuously on the lookout for and learning about new AI trends. Hence, VICA has been experimenting with a Generative AI programme that can understand written prompts and respond with helpful assistance in real-time since mid-2022.

VICA’s development involves the gradual integration of cutting-edge technology that meets the requirements of the entire government. These technological upgrades will include a unified chat frontend to ensure consistent branding across all government ministries and agencies – Singpass Integration, Live Chat Escalation, and support for various chat platforms like WhatsApp and Telegram.

As part of the closed beta programme with internal testers, the VICA team has been utilising these technologies to improve the quality and efficacy of the chatbots with citizens.

Developers also want to reduce the time and effort that their agency partners have to invest in training and maintaining their chatbots. While the team has always been receptive to new technologies, they take a measured approach, through progressive internal testing phases with the selected partner agencies before launching to the public.

The strategy is to determine how technological advancements can benefit not only the agency partners but also citizen users.

VICA intends to surpass FAQ-style chatbots with near-human conversation capabilities in the long run. It intends to combine services and transactional capabilities so that chatbots can assist users with their inquiries and complete transactions.

Given the potential risks and shortcomings associated with the development of intelligent development of platforms, it is vital to have an ethics framework in place. This will allow developers to plan for and be aware of the pitfalls and limitations of AI, which include:

Accuracy: Models can give false responses that sound convincing
Bias: Inherent biases may exist in the training dataset, which can be difficult to pre-empt due to the lack of information. This could then manifest in the model’s responses;
Harmful content: To create a safe and healthy environment for users’ interaction with chat apps, chat moderation is important to monitor and regulate user input messages against inappropriate and offensive content;
Data governance: When interacting with chatbots, users may inadvertently volunteer personal and confidential data through the chatbot’s prompts.

It is essential to encourage interactions with them and provide feedback to ensure that chatbots are performing as intended and to improve their overall performance.

Despite the functionality and enormous potential of generative AI, VICA has placed a high priority on governing its use to ensure that such technology is employed in an ethical manner benefitting both end users and society.

To mitigate the risk of unintended prejudices and ensure adherence to data governance rules, it is crucial to adopt an intentional strategy for the collection and transformation of raw data into useful and insightful outputs. Such a strategy can help ensure that the data is handled fairly and responsibly and that any potential risks are addressed pre-emptively or proactively. Moreover, this approach ensures that the resulting outputs are accurate, reliable and trustworthy.

About the team

The organisation recognises the importance of aligning team members towards a shared vision and objective, regardless of their diverse backgrounds. With a diverse team, each member can bring their unique perspectives and expertise to the table. Working collaboratively, the team can leverage these diverse perspectives to generate innovative problem-solving strategies.

The VICA team fosters an atmosphere of open communication and encourages feedback, creating a cooperative environment where team members feel heard and valued. This establishes a safe place where everyone feels comfortable sharing their thoughts and ideas.

They frequently organise team-building activities outside of work to foster camaraderie, build stronger relationships and create a more cohesive team dynamic. They believe this approach can lead to more innovative solutions and better decision-making.

Defining clear objectives and goals is crucial for the success of the VICA team. Every team member understands that they are working towards a common objective, providing a sense of purpose and direction.

Clear missions and defined tasks allow the team to stay on track and ensure that their efforts are moving the project forward in the right manner. This approach helps ensure that everyone is aligned and focused on achieving the same goals, which ultimately contributes to the success of the project.

The VICA team has implemented a robust project management framework that outlines the roles and responsibilities of team members at each project stage. They adhere to budget planning procedures to manage costs effectively. This framework helps ensure that everyone is clear on their responsibilities and contributes effectively to the project’s success within the specified budget.

The VICA team has adopted an agile approach that emphasises adaptability, speed and continuous quality improvement. The team uses retrospectives to evaluate what works well and what doesn’t, identifying opportunities for future improvement. This enables the team to quickly make adjustments and continuously improve the project’s quality, resulting in a more successful outcome.

EKSKLUSIF! Pemerintah Singapura Pakai AI dan ML untuk Bikin Chatbot Cerdas

Proyek VICA (Virtual Intelligence Chat Assistant) adalah platform layanan chatbot yang bisa digunakan sebagai dasar pengembangan berbagai layanan chatbot di berbagai instansi pemerintahan Singapura. Platform ini ditenagai dengan Kecerdasan Buatan (Artificial Intelligence/ AI) dan pembelajaran mesin (Machine Learning/ ML) agar chatbot yang dikembangkan oleh berbagai instansi pemerintahan bisa memberikan respons yang lebih ‘manusiawi’ kepada warga dan berbagai perusahaan di Singapura.

Layanan platform chatbot VICA dikembangkan oleh GovTech, yaitu Badan Teknologi Pemerintah (Government Technology) yang mendorong transformasi digital ke berbagai instansi pemerintah di Singapura. GovTech mengembangkan VICA sebagai perbaikan dari layanan chatbot sebelumnya; Ask Jamie.

Untuk membantu VICA memberikan jawaban yang lebih natural dan akurat, GovTech memanfaatkan teknologi NLP (natural language processing) terbaru dengan platform mesin-agnostik. Menerapkan kecerdasan buatan dan pembelajaran mesin membuat VICA mampu mempelajari dan menafsirkan percakapan dan meningkatkan interaksi ketika ‘diajak bicara’ secara virtual maupun lewat telepon. Sebagai sebuah platform, VICA juga digunakan oleh berbagai instansi pemerintah lain untuk melatih chatbot yang mereka kembangkan. Fitur ini sebelumnya tak ada di platform chatbot Ask Jamie.

VICA merupakan bagian dari upaya GovTech untuk membangun dan menggunakan chatbot guna menjembatani pemerintah dengan warga dan swasta. Kepiawaian dan inovasi GovTech ini mendapat atensi dari OpenGov Asia untuk mendapatkan penghargaan OpenGov Asia Recognition of Excellence Award yang akan diberikan pada Singapore OpenGov Leadership Forum 2023 tahunan ke-8.

Chatbot pintar

Dalam wawancara dengan CEO dan Pemimpin Redaksi OpenGov Asia, tim pengembang VICA menyebut mereka telah meningkatkan berbagai fitur untuk memperbaiki cara chatbot anyar ini dalam melayani pengguna. VICA bisa memberi jawaban lebih cepat dan sesuai konteks sehingga ia tak hanya menjawab pertanyaan berdasarkan jawaban yang sering ditanyakan atau sesuai template semata. Hal ini membuat pengguna merasa lebih nyaman ketika berinteraksi dengan VICA.

Sebagai sebuah platform, VICA juga digunakan untuk mengembangkan chatbot instansi pemerintah lain. Contohnya adalah chatbot IRAS yang digunakan wiraswasta seperti supir taksi atau pemilik kios jajanan untuk meminta bantuan dalam pengajuan pajak. Kaki, chatbot layanan terpadu dari Kantor Layanan Kota bisa yang akan menampung laporan dan keluhan warga soal masalah kota lewat WhatsApp dan Telegram.

Selain itu, platform chatbot VICA juga bisa memberikan informasi terbaru secara real-time kepada warga. Contohnya, chatbot Gov.sg yang memberikan pembaruan status COVID-19 dan pengumuman pemerintah dalam bahasa Inggris, Mandarin, Melayu, dan Tamil.

Agar interaksi dengan VICA lebih ramah pengguna, tim memanfaatkan teknologi NLP untuk bisa memahami dan menginterpretasikan bahasa manusia. Namun, bahasa utama yang paling baik diinterpretasikan VICA saat ini adalah bahasa Inggris Singapura.

“Dengan memahami maksud pertanyaan, siapa yang menanyakan, dan konteks pertanyaan, ini akan jadi bahan arahan bagi chatbot untuk memberikan jawaban yang memuaskan kebutuhan pengguna, sehingga alur percakapan bisa lebih terstruktur,” jelas tim VICA.

Agar performa VICA makin bagus, tim juga melengkapi platform ini dengan analisis data. Hasil analisis itu memberikan gambaran terperinci tentang kinerja chatbot serta bagaimana kinerjanya atas percakapan pengguna. Hal ini membuat tim VICA bisa mengidentifikasi hal yang bisa diperbaiki untuk meningkatkan akurasi VICA.

Ketika memanfaatkan AI, terdapat kekhawatiran masalah etika dari kecerdasan buatan yang digunakan. Sebab, pada beberapa kasus, AI kerap memberi jawaban yang menyesatkan atau tidak sesuai etika. Tim VICA menyadari hal dan sepakat kalau model AI bisa memberikan respons yang salah namun terdengar meyakinkan.

Jawaban yang keluar dari model AI juga bisa terkontaminasi oleh bias. Bias bawaan ini mungkin terjadi imbas dari kumpulan data yang digunakan untuk melatih model AI itu. Namun hal ini bisa jadi sulit dicegah karena kekurangan informasi yang dimasukkan dalam data latihan AI tersebut. Bias dan jawaban menyesatkan tadi kemudian nampak dalam respons AI atas pertanyaan pengguna.

Untuk menjaga pembicaraan yang sehat, model AI juga perlu menyaring konten yang ditanyakan pengguna. “Moderasi obrolan diperlukan untuk memantau dan menyaring pesan yang dimasukkan pengguna untuk mengatur respons AI terhadap konten yang tidak pantas dan menyinggung.”

Etika lain yang dipertimbangkan tim pengembang VICA adalah soal tata kelola data. Saat berinteraksi dengan chatbot, pengguna mungkin secara tidak sengaja memberikan data pribadi dan rahasia secara sukarela akibat perintah chatbot.

“Terlepas dari fungsi dan potensi AI generatif yang sangat besar, kami memastikan teknologi ini digunakan dengan cara yang etis dan menguntungkan pengguna dan masyarakat,” tegas tim VICA.

Untuk mengurangi berbagai risiko disinformasi, misinformasi, bias, dan masalah etis lain, tim memastikan efisiensi dan kegunaan tiap informasi yang dikumpulkan dan ditransformasi sebagai bahan data mentah pelatihan model AI yang mereka kembangkan. Hal ini juga dilakukan agar mereka mematuhi aturan tata kelola data yang berlaku. Selain itu, mereka pun senantiasa memeriksa umpan balik pengguna agar chatbot yang dikembangkan berfungsi semestinya.

Ketika ditanya soal pengembangan VICA ke depan, sejak pertengahan 2022, tim pengembang telah mulai bereksperimen dengan program AI Generatif. Program ini bisa memahami petunjuk tertulis dan merespons dengan bantuan yang bermanfaat secara real-time.

Dalam jangka Panjang, VICA akan terus disempurnakan dengan teknologi terkini yang paling sesuai dengan kebutuhan Whole-Of-Government. Mereka akan mengembangkan antarmuka obrolan terpadu sehingga branding pada chatbot pemerintah lebih seragam di semua kementerian dan lembaga. Selain itu, mereka juga berencana melakukan integrasi VICA dengan Singpass, memperbanyak fitur Live Chat, serta integrasi dengan platform chat seperti Whatsapp dan Telegram.

Selain itu, tim VICA juga telah menjajaki teknologi kemampuan percakapan tingkat lanjut seperti yang digunakan oleh ChatGPT. Mereka tengah menelisik teknologi ini dalam program beta tertutup dan tengah melakukan pengujian internal untuk meningkatkan kualitas dan kenyamanan pemakaian chatbot. Langkah selanjutnya adalah menerapkan cara yang dapat mempermudah para mitra GovTech ketika mengadopsi platform VICA ketika mereka ingin membuat chatbot sendiri. Dengan VICA, mereka bisa mempersingkat waktu dan mengurangi kerumitan dalam melatih serta memelihara chatbot mereka.

“Kemajuan teknologi apa pun harus bisa memberikan pelayanan yang lebih baik bagi mitra instansi dan warga, itu sudah menjadi DNA kami,” tegas tim VICA

Cita-cita jangka panjang lain adalah membuat chatbot VICA bisa digunakan sebagai media transaksi. Jadi, chatbot ini tak sekedar bisa menjawab pertanyaan saja, tapi juga bisa terintegrasi dengan operasional layanan pemerintah. “Kami juga selalu terbuka untuk teknologi baru dan siap melakukan kalibrasi melalui fase pengujian internal, sebelum meluncurkan layanan itu kepada warga.”

Membangun tim inovatif

Tim VICA lantas membeberkan sejumlah cara yang mereka lakukan untuk memastikan inovasi berkelanjutan dan keberhasilan program.

“Dengan menetapkan tujuan dan sasaran yang jelas, setiap anggota tim akan terbantu untuk memahami bahwa mereka memiliki tujuan bersama yang jelas, sehingga setiap orang memahami tugas dan tanggung jawab masing-masing.”

Di tahap awal, tim membangun kerangka kerja manajemen proyek. Kerangka ini membantu peran dan tanggung jawab anggota tim untuk pembagian beban kerja yang sehat di setiap tahap proyek. Kerangka ini juga berguna untuk penentuan perencanaan anggaran agar biaya bisa dikelola secara efektif. Tim juga menciptakan suasana yang terbuka terhadap berbagai umpan balik, sehingga setiap anggota tim bisa dengan bebas dan merasa aman dan didengar ketika mengajukan pendapat.

Untuk mengukur dan mengevaluasi keefektifan kerja, tim VICA mengadopsi metodologi Agile. Metode ini dianggap lebih fleksibel, cepat, dan bisa membantu tim untuk meningkatkan kualitas kerja mereka. Sementara dalam proses pengembangan produk, mereka mendapat manfaat dari metode Scrum dan Kanban. Sebagai bahan evaluasi, tim juga mengandalkan retrospektif untuk mempelajari kembali apa yang berhasil dan apa yang tidak. Bahan ini lantas digunakan untuk perbaikan produk di masa mendatang.

Ketika berinteraksi dengan tim yang berbeda latar belakang, tim VICA memulai proyek dengan membangun rasa saling percaya dan menyelaraskan visi dan tujuan bersama. Sehingga, tiap anggota bisa memiliki cara masing-masing untuk berkontribusi dengan caranya yang unik. Dengan menyatukan semua pendapat berbeda ini, mereka dapat menciptakan dan menemukan solusi inovatif untuk berbagai masalah.

Sementara untuk menjaga kebersamaan dan kolaborasi yang efektif dalam tim, mereka memperbanyak waktu bersama lewat sesi curah pendapat (brainstorming), proyek bersama, hingga kegiatan team bonding. Mereka pun mengembangkan budaya untuk menghargai kontribusi dan menghormati pendapat setiap anggota tim. Inisiatif ini menjamin tiap pendapat didengar serta memberikan lingkungan yang aman bagi tiap anggota untuk berbagi pandangan yang berbeda.

March 26, 2023

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