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HK govt tech lab launches new Service & Operations Management system

Hong Kong’s Smart Government Innovation Lab has been putting out a slew of innovations develops by its various incubatees.

Recently, one of its supported firms developed a solution which is now ready to be acquired by other firms, government agencies and academic institutions.

Solution description

The incubatee has delivered an industry-leading service and operation management solution that uses cognitive automation technologies to enable organizations’ digital transformation.

The Helix solution suite covers a wide range of capabilities such as:

  • ITSM (IT Service Management)
  • Employee self-service
  • Auto-discovery of servers/storage in a data centre
  • Server/application/network monitoring
  • Server/network Capacity Optimization
  • Cloud Security

All these capabilities are provided in a single integrated platform which customer can choose to be on-premise or SaaS.

The firm’s solution enables proactive service resolution, providing the ability to monitor, service, and remediate events as they occur.

The modern persona-based UX is optimized across devices.  The powerful, stunning reports and visualizations provide data-driven insights for making critical decisions.

Application areas

The solution can be deployed in the areas of City Management, Employment and Labour, Housing, Infrastructure, Transport, IT Service Management, IT Operation Management as well as Employee Self-Service.

Technologies used

The solution employs Artificial Intelligence (AI), Cloud Computing, Machine Learning as well as Predictive Analytics.

Use case

The various benefits of the solution include that it:

  • Delivers IT service management through auto-classification, assignment and routing of incidents
  • Provides intelligent, omnichannel conversational experiences across all devices and channels including Web, mobile, SMS, Chatbot and Skype, allowing technology issues to be addressed proactively in a user-friendly manner
  • Single pane of glass visibility across on-prem, multi-cloud and container environments
  • Combined ITSM and ITOM use cases to automate incident creation, efficiently route tickets, and speed MTTR

Lab champions solutions to help firms digitalise

According to an earlier report, another one of the Smart Government Innovation Lab’s firms proposed their solution in response to a Service Needs request that was put out by the Lab early in 2020 on “automate the verification of electronic documents”.

Their solution has automated scanning thousands electronic documents and classifying them into different categories.

In addition, suspected inaccurate documents will be red-flagged and transferred to the appropriate law enforcement agencies to be further investigated. The result will be updated and looped back into the system after investigation.

The classification process will be handled by an independent Artificial Intelligence inference engine server. Together with the NICE robotic process automation (RPA) software at the front end and the data visualization at the back end, the solution will provide real-time classification status and follow up. Users may alter the weight factor to emphasis or suppress different categories for the up-coming scanning.

The solution was developed to be applied in the sector of Commerce and Industry. It employs Artificial Intelligence (AI) as well as Robotic Process Automation technology.

About the Smart Government Innovation Lab

In 2018, the Government established the Smart Government Innovation Lab to explore hi-tech products such as AI and relevant technologies, including machine learning, big data analytics, cognitive systems and intelligent agent, as well as blockchain and robotics from firms, especially local start-ups.

The Lab is always on the lookout for innovation and technology (I&T) solutions that are conducive to enhancing public services or their operational effectiveness.

I&T suppliers are encouraged to regularly visit the Lab’s website to check on the current business and operational needs in public service delivery and propose innovative solutions or product suggestions to address them.


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.

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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. 


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