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Many organisations have started using advanced analytics to enhance their organisation's decision making. But it is not that easy. First of all, using advanced analytics is a technological challenge. You not only have to identify the correct data, but also develop the right tools (for example, predictive algorithms). And this is only the easier part. Next, you have to get your people to use the tools that you have developed. So why are people so important? Let us see.
Decision making cannot be dehumanised
Automating routine decisions with data derived from advanced analytics is easy, but what about decisions where you need experience and expertise? Think about a banker contemplating a business loan. The loan seeker can produce documents which pass the scrutiny of the analytics program. But we have seen how such decisions can be erroneous. Many South Asian countries are burdened with heavy NPAs. These loans were released after thorough scrutiny of data. This means, analytics can codify the logic, but they cannot be a replacement for human judgement.
Moreover, such advanced analytic tools have a steep learning curve. If the decision maker does not want to learn the tool and improve his outcomes with it, your investment is as good as wasted. This is one of the reasons why some people have proposed that gamification may encourage people to use such tools.
What is gamification and how can it help?
Gamification is the use of motivational techniques, like those used by the videogame industry, to get people to take certain steps. Anyone who has played videogames or has teenagers who play videogames in their house knows the amount of time a teenager will put into reaching the next level in the game. Psychologists say that the gamers may be tapping into some primitive human drive for mastery, autonomy and a sense of purpose. The social factor is also important. For example, gamers like to compete against one another and compare notes.
Can this concept be used to encourage the decision makers in an organisation to use analytical tools? Yes, it is possible. Some companies have already gamified big data analytics.
How is Government Using this
All Government are using this platform to engage with citizens, in fact they are using them to create the game. For example, in Singapore HDB has launched “Cool Ideas” where it’s calling for ideas from the citizen to make the space around the HDBs fun and beautiful. As you submit your idea, you earn a badge. The more you play the more you earn and the better you make your environment. This particular competition ends on the 31st of October.
It gets better. Some agencies are attaching badges and money to the prize to further incentivise their citizens.
Project Build
BCA in Singapore has teamed up with Duck Learning and LEGO Education to create Project Build. The focus is on a Universal Design build environment. Not only do you get badges and trophies, but you are being awarded with hard cash. How can you go wrong in submitting a design in making your ‘ramp or playground’ better!
Government is tapping into every channel possible. The Public, Private, Partnership (PPP) has a new P to it – People this now being referred to by many as PPPP!
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Digital technologies have had a positive impact on manufacturing in terms of productivity, efficiency, and inventiveness. Manufacturers are increasingly embracing IoT-enabled digitalisation and integration throughout their facilities and supply chains to maintain a competitive advantage in the global market.
However, as the Internet of Things (IoT) and remotely connected devices become more common in industrial settings, safety is at risk as there are more opportunities for cyber intrusions with a larger surface area to attack.
Moreover, the increased adoption of digital technologies in manufacturing has raised the risk of cyber threats, which can potentially compromise sensitive manufacturing data and disrupt production processes.
In light of these challenges, digital resilience has become a top priority for manufacturers as they seek to safeguard their operations against possible intrusions. Most companies are designing more robust strategies or are looking to bolster existing measures.
Cybersecurity threats to the manufacturing sector include phishing, ransomware, malware, supply chain disruptions and insider threats. Manufacturers must create a thorough cybersecurity plan that considers both operational technology (OT) and information technology (IT) systems to effectively tackle these dangers.
Given that many OT systems were developed without taking security precautions into account, manufacturers are extremely vulnerable to cyber threats. This is a matter of great concern, as it leaves their systems open to cyberattacks and increases the likelihood of their production processes being compromised.
The impact of cyber breaches on manufacturing operations
In an exclusive interview with OpenGov Asia, Jagathesh Rajavasagam, Risk & Cyber Security Officer, Abbott, Singapore acknowledges that the current cybersecurity landscape presents several challenges for the manufacturing industry and emphasised the need for a holistic approach to address them.
“One of the challenges is that manufacturing is not designed to focus on security but rather functionality. Secondly, Operation Technology (OT) devices are designed and developed for specific purposes by third-party vendors. Thirdly, people are trained to deliver results from an engineering perspective, but not to address cybersecurity challenges,” Jagathesh elaborates.
He recognises that the supply chain in the manufacturing industry involves multiple suppliers throughout the entire product lifecycle, from raw material suppliers to end consumers. A risk-based approach should be taken to safeguard it, with critical vendors identified and prioritised for attention.
The importance of managing cybersecurity risks in the supply chain, especially with external vendors, cannot be understated. Moreover, emerging regulatory expectations require businesses to report any cyber incidents within a specific period.
From an external perspective, businesses need to ensure that they have a well-thought-out system to manage the risks and enforce contract clauses related to data security and cybersecurity.
Internally, measures need to be put in place to mitigate inadvertent or malicious exposures to attacks. Account takeovers and Business Email Compromises (BEC) are commonly employed by hackers as means to breach systems. The attackers look at the extended nature of the OT network and IT interface and find the weakest link to get into the (Operational Technology) OT network.
“To address the entire spectrum of possibilities and issues, businesses need to focus on both inside-out and outside-in approaches,” Jagathesh suggests. “Overall, the goal is to ensure that the end-to-end supply chain is secure from a risk and cybersecurity perspective.”
The inside-out approach requires businesses to focus on their suppliers and ensure that they comply with cybersecurity requirements. The outside-in approach requires businesses to evaluate the cybersecurity practices of their vendors and the access they have to critical systems.
From Jagathesh’s observations, the current operating environment of the manufacturing industry has evolved from a people-centric to a process-centric to an automation-centric approach by leveraging data and technological advancements. Moving towards connected interfaces, the adoption of new technologies and IoT devices for automation and integration is inevitable in the near future.
However, the manufacturing industry challenges include, identifying critical assets, classifying IoT devices & understanding the business impacts with a legacy environment are considered significant security risks. Often, Emerging technological devices are deployed without being added to asset inventories and lack risk assessment, leading to unknown security risks. It is important to consider security from a device’s operational, security & Business impact standpoint.
To mitigate this, companies can collaborate closely with their business units to understand their needs and requirements, ensure that devices meet baseline security requirements from third-party vendors, and appropriately inventory the devices with the right security tools installed. Furthermore, automation capabilities can be utilised to address cybersecurity concerns, with visibility provided by a security operation centre (SOC).
Jagathesh agrees that there is a need to identify key risks before looking at ways to address them. Risks can be classified as known knowns, known unknowns and unknown unknowns. “The biggest challenge is the unknown unknowns, as many manufacturing systems were not designed with security in mind and may not be able to cope with the sophisticated attacks.”
He recommends a three-step approach: first, gain visibility of the environment; second, collect data and filter it into a data-centric model; and third, use a risk-based approach to develop mitigation strategies. Without these steps, it can be difficult to know where to focus efforts and what risks to address.
The financial performance and impact of a cyber-attack on a manufacturing company can be significant. Manufacturing availability is crucial, and a successful cyber-attack can disrupt the supply chain, leading to financial impacts on the business, and other economic, and environmental issues.
The regulatory environment and emerging reporting scrutiny expect organisations and responsible individuals to be prepared for a cyber event and predict and plan for how to manage a crisis. Most importantly the resilient nature of the business mitigates productivity loss and prevents supply chain destruction in the entire supply chain ecosystem.
The cybersecurity imperative for manufacturing companies
Jagathesh acknowledges the crucial role of network service providers in the digitally connected world and notes that attacks on them can result in the complete disruption of communication. He cited real-time examples of successful Distributed Denial of Service (DDoS) attacks on telco providers.
The manufacturing industry faces challenges in terms of cybersecurity and legal frameworks are still in the learning and evolving stage. “There are emerging legal/regulatory frameworks, but existing standards (ISO, IEC) and zero trust models can provide guidelines. Strong industry partnerships, consensus on baseline security and public-private partnerships are some evolving themes to address emerging cybersecurity trends,” Jagathesh is convinced.
Singapore has taken the lead in developing cybersecurity OT competency frameworks and cybersecurity master plans for the Critical Information Infrastructure, while other APAC countries are catching up. Some countries are leading the maturity focus in this area, while Europe and APAC are trying to address challenges through discussions and building capabilities.
The manufacturing industry is transforming from Industry 3.0 to 4.0, with strategic initiatives focused on dealing with the consequences of not incorporating security in innovation. The implications of failing to account for risk and cybersecurity can result in supply chain interruptions, reputation, and revenue loss.
Cybersecurity practitioners in the manufacturing industry must prioritise worker safety, reliability, and security. By leveraging technology, they can drive innovation and generate new business ideas while securing a disruption-free supply chain. Therefore, comprehending the manufacturing ecosystem and appropriate prioritisation is crucial.
The journey so far and the road ahead
Jagathesh has been in the IT industry for 20 years and has always had a focus on Risk management, information security and cybersecurity. He recounts his career path, which began with a focus on risk management and security in his initial job. He quickly realised the importance of cybersecurity and dedicated himself to developing his skills and understanding the various security products and technologies. He builds his Cyber career from a multi-dimensional perspective which includes technology, regulatory framework, consulting, and business skills to provide a trusted advisory solution to the enterprise.
His experience working in diverse industries such as Banking and Financial Services Industry (BFSI), Webhosting and Healthcare verticals with a razor-sharp focus on stakeholder engagement, program management, Enterprise Application Integration (EAI), Audit and regulatory engagement gave him an appreciation of the interdependence of cyber and risk management.
He was approached by headhunters who were looking for someone who can bring transferable skills in the areas of technology and translate tech jargon into business understanding language. Build relationships with internal and external stakeholders to strategise the risk and Cybersecurity program. He transitioned from banking and financial service industries (BFSI) to healthcare and manufacturing security, with a focus on building strong capabilities in critical information infrastructure.
The transition from BFSI to manufacturing and healthcare posed some challenges, but his transferable skills and new learning helped in shifting priorities. Indeed, his diverse experience has given him a wider and deeper appreciation of cyber resilience.
He explains that in the banking and financial industry, the focus is on a data-centric approach, while in the manufacturing and healthcare industries, safety is the primary concern followed by availability and security.
As a cybersecurity practitioner, he always prioritises the three fundamental principles of confidentiality, integrity, and availability. He also follows a three-pronged approach, which includes understanding the business, identifying how cybersecurity and risk management capabilities bring value to the business and understanding external factors like emerging trends, regulations, and cross-border issues impacting the business.
The manufacturing sector is a critical industry that operates continuously 24/7/365 days a year. The key challenge in manufacturing cybersecurity is to ensure that the business keeps running without downtime, while also addressing cyber threats like email compromises, PLC attacks, supply chain disruptions and account takeovers.
Jagathesh thinks the approach to cybersecurity in the manufacturing industry has evolved from a people-centric to a process-centric to a machine-centric model in the past. Moving forward the focus is on data-centric to autonomous models with the key focus on the automation capabilities. Building resilience is a multi-faceted methodology that requires addressing cybersecurity risks from a people-centric, process and technology-centric perspective.
A comprehensive paradigm that incorporates new technologies, process improvement, regulatory compliance and cybersecurity awareness can help organisations to develop and maintain a secure and efficient manufacturing operation.
“Building resilience requires addressing cybersecurity risks from both a people-centric and technology-centric approach. This means not only implementing technical controls such as firewalls and encryption but also training employees on cybersecurity best practices and creating a culture of security awareness,” Jagathesh concludes.
(Disclaimer: This interview is based on Jagathesh Rajavasagam’s personal views and has nothing to do with his current organisation)
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Incorporating technology and innovative solutions in agriculture and healthcare can address global challenges and issues such as inadequate food supplies, undernourishment and the spread of infectious diseases.
Precision agriculture, plant biotechnology, digital health, genomics and personalised medicine are just some of the innovative solutions that are transforming these sectors. By embracing these advancements, industries and governments can enhance food security, nutrition and public health while promoting a more sustainable future for everyone.
In addition, breakthroughs with global impact have the potential to improve the lives of people in developing and developed countries alike. They can also extend beyond their primary applications, giving rise to novel discoveries and advancements.
It is not surprising that discoveries with global impact frequently stem from collaboration and cross-disciplinary endeavours. Scientists, engineers, and entrepreneurs from different countries and domains come together to tackle complex challenges and develop solutions that benefit society.
Such collaboration can spark new technologies, products and services that exert a profound effect on the global economy and environment.
World-Changing Innovations
PeiSze Ng, Director of Venture Investments, Leaps by Bayer acknowledges that the healthcare industry has seen significant changes in recent times. One of the most notable changes is the emergence of gene therapy, which represents a significant shift from conventional approaches like disease management to curative treatments.
The rapid uptake of technology, not limited to the medical field but across diverse industries, has been spurred on by the pandemic. Gene therapy and digital technologies have emerged as two key areas driving change and transformation within the healthcare sector.
“While the cost of innovation, including gene therapy and digital technologies, has been a concern, progress is being made and as more companies enter the market, there is a potential to drive down the costs,” PeiSze explains.
She believes that the outbreak has hastened the adoption of digital technologies in the healthcare industry, such as telemedicine and remote monitoring. These innovations have the potential to increase the affordability and accessibility of healthcare, particularly in large countries where ease of access to medical services may be limited.
The use of data collected from these technologies can help clinicians make better decisions, reduce hospitalisations, and in return lower healthcare costs. However, challenges such as data privacy, cybersecurity and reimbursement for digital solutions still need to be addressed to ensure widespread adoption and acceptance.
Food security, nutrition and sustainability are critical areas that require support in today’s world. Addressing these challenges will necessitate the deployment of innovative technological solutions in agriculture to ensure equitable distribution of and better accessibility to nutrition.
“Digital farming has the potential to improve efficiency, sustainability and productivity in the agriculture industry,” PeiSze is convinced.
She emphasises the importance of smart farming, which leverages digital technology and data management to enhance agriculture yield. Potential advantages include increased productivity and decreased costs through the optimisation of resources such as fertilizers and pesticides.
For instance, sensors can be used to monitor soil nutrient levels, providing farmers with information on the appropriate type and amount of fertilizers and pesticides needed. This can lead to more sustainable agriculture practices and better environmental outcomes.
Additionally, technologies such as drones can help reduce labour costs and increase productivity, especially in the context of an ageing population, urbanisation, climate change and other planet concerns. Sustainable farming practices and advising farmers on crop selection have a substantial impact on productivity and livelihoods.
Despite the potential benefits of digitalisation and mechanisation in agriculture, several challenges remain. These include the need for adequate infrastructure and internet connectivity, the costs associated with adopting new technologies and the necessity for a mindset change among traditional farmers.
PeiSze suggests that government and farming cooperatives can play a role in facilitating awareness and driving change towards more sustainable farming practices. Advances in technology and science can be applied to both healthcare and agriculture, she says, citing gene editing as an example.
“Gene editing can be used to treat human diseases and the same technology when applied to agriculture can help to increase crop productivity such as the introduction of drought-resistant genes in plants. Biological tools can be applied to tackle various challenges across multiple disciplines.”
With regard to the adoption of technologies by rural communities, PeiSze cited two key topics accessibility and affordability. While internet connectivity and smartphones have improved accessibility, affordability remains a complex issue that requires collaboration between public and private sectors, regulators and other stakeholders.
She is excited about breakthroughs made in the life sciences but it is important for these developments to be scaled and adopted globally. Advancements in technology and its increased uptake can lead to better medicines and improved food production with the ultimate goal to improve human lives and livelihoods.
Urban Ideas and Solutions Through LKYGBPC
The Lee Kuan Yew Global Business Plan Competition (LKYGBPC), which began in 2001, is a biennial global university start-up competition hosted in Singapore. Organised by Singapore Management University’s Institute of Innovation and Entrepreneurship, it focuses on urban ideas and solutions developed by student founders and early-stage start-ups.
PeiSze applauds an ‘all hands-on deck’ approach to stimulate innovation among youth and entrepreneurs. She recognises that it can be a challenging path and underscores the significance of providing support through competitions, mentorship programmes, networking events and other initiatives to assist them in succeeding.
She is a strong believer that “activities that foster innovation in young people and entrepreneurs should be supported but mentorship, engagement with industry expertise and networking bring greater value to entrepreneurs than money.”
Mentorship is critical to the success of an entrepreneur and relationships established through mentorship should be enduring. She opined that pitch competitions that provide mentorship opportunities and access to a network of individuals who can support entrepreneurs throughout their journey are of high value
PeiSze Ng has a passion for science and technology and has been working in the healthcare industry for almost two decades. She is currently exploring opportunities in agriculture in Asia and finds it fascinating how science and technology can be applied in healthcare and agriculture to enhance people’s lives. Additionally, she enjoys meeting innovative entrepreneurs who are working on various projects, such as financing smallholder farmers.
Reflecting on the rapid pace of innovation and regulatory approvals during the pandemic, PeiSze hopes that this level of urgency and collaboration will continue in the future. She acknowledges the importance of closer collaboration between regulatory bodies, governments and industries such as pharma and agriculture.
Such cooperation can be a powerful tool for addressing challenges and advancing innovation in the future while balancing safety and efficacy.
In addition to technological advancements, PeiSze Ng acknowledges the importance of raising awareness and providing education to address concerns and issues surrounding technologies such as gene editing in agriculture and mRNA vaccines in healthcare.
She realises that there may be misconceptions and fears around these technologies and believes that education and mindset adjustment are crucial in promoting their safe and effective use. By providing accurate information and encouraging open dialogue, she hopes to foster greater acceptance and understanding of these technologies in society.
Paradigm shifts and cultural adaptations can be challenging when it comes to implementing organisational or societal transformations. However, she views them as a natural aspect of life and not necessarily an impediment but rather an opportunity for development and positive transformation.
PeiSze recognizes the potential of breakthroughs in the life sciences field to advance progress in human health and agriculture. However, she acknowledges that resistance to change can impede progress and development.
“People are generally averse to change and new technologies as a result of societal norms and upbringing, but it is important to recognise that adaption to change is critical for growth and future development in the creation of a better world,” PeiSze concludes.
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Teknologi telah mengubah wajah layanan kesehatan dan pertanian. Pertanian presisi, bioteknologi, layanan kesehatan digital, genomik, dan obat-obatan yang dipersonalisasi merupakan sebagian dari teknologi inovatif yang mengubah sektor-sektor ini.
Menggabungkan teknologi dan solusi inovatif di bidang pertanian dan perawatan kesehatan dapat mengatasi tantangan dan masalah global seperti pasokan makanan yang tidak memadai, kekurangan gizi, dan penyebaran penyakit menular.
Dengan berbagai kemajuan ini, industri kesehatan dan pertanian terus berevolusi untuk meningkatkan ketahanan pangan, nutrisi, dan kesehatan masyarakat. Kemajuan ini juga bertujuan untuk mempromosikan masa depan industri pertanian dan kesehatan yang lebih berkelanjutan.
Kemajuan teknologi ini tak lepas dari kolaborasi dan upaya lintas disiplin. Ilmuwan, insinyur, dan pengusaha dari berbagai negara dan domain berkumpul untuk mengatasi tantangan kompleks dan mengembangkan solusi yang bermanfaat bagi masyarakat secara menyeluruh.
Kolaborasi semacam itu dapat memicu teknologi, produk, dan layanan baru yang memberikan pengaruh mendalam pada ekonomi dan lingkungan global. Dengan akses kesehatan yang makin mudah dan hasil pertanian yang lebih berlimpah, tentu akan membantu meningkatkan taraf hidup masyarakat.
Teknologi untuk industri yang lestari
Sebagai wanita yang sudah berkecimpung di dunia medis selama lebih dari 15 tahun, Pei Sze NG, Direktur Investasi Ventura, Leap, Bayer, menyebut terapi gen menjadi salah satu terobosan paling inovatif saat ini. Terapi gen adalah teknik yang memodifikasi gen seseorang untuk mengobati atau menyembuhkan penyakit.
Terapi gen dapat dilakukan dengan sejumlah cara; mengganti gen penyebab penyakit dengan salinan gen yang sehat, menonaktifkan gen penyebab penyakit yang tidak berfungsi dengan baik, atau memperkenalkan gen baru atau yang dimodifikasi ke dalam tubuh untuk membantu mengobati penyakit. Terapi ini sedang dipelajari untuk mengobati penyakit termasuk kanker, penyakit genetik, dan penyakit menular.
“Dari perspektif industri perawatan kesehatan untuk menyembuhkan penyakit, terapi gen menjadi perubahan yang paling dramatis. Karena Anda beralih dari mengobati gejala penyakit menjadi benar-benar menyembuhkan penyakit,” tuturnya dalam wawancara dengan CEO dan Pemimpin Redaksi OpenGov Asia.
Pei bertanggung jawab untuk melakukan investasi tahap awal di perusahaan-perusahaan di China dan kawasan Asia-Pasifik. Sebagai pemimpin pemodal ventura Bayer, Pei mengakui bahwa biaya yang diperlukan untuk membuat inovasi memang tidak sedikit. Namun, begitu inovasi tersebut berhasil, semua orang akan mengikuti terobosan baru itu.
Selain fokus pada produk kesehatan, Bayer juga berbisnis di sektor agrikultur. Terkait dengan pertanian digital, kini industri sudah mulai mengembangkan sensor dengan teknologi IoT seperti untuk mengukur tingkat nutrisi di tanah. Data ini bisa digunakan petani untuk menentukan seberapa banyak pupuk atau pestisida dan mendukung industri pertanian yang lebih ramah lingkungan dan berkelanjutan.
“Jadi, akan lebih sedikit bahan pencemar dan kimia yang digunakan di lahan pertanian. Anda bisa memberikan bahan kimia dengan takaran yang dibutuhkan.”
Selain itu, digitalisasi di sektor pertanian juga menjadi jawaban untuk berkurangnya ketersediaan tenaga kerja. Dengan masifnya urbanisasi, membuat tenaga kerja pertanian di desa makin berkurang. Penggunaan teknologi seperti drone untuk membantu menyemprot pupuk dan pestisida bisa membantu mengurangi kebutuhan tenaga kerja, meningkatkan produktivitas, dan menghemat biaya.
Namun, semua kebutuhan ini tentu membutuhkan dukungan infrastruktur, “karena ketika kita berbicara tentang digital dan teknologi, Anda harus memiliki konektivitas internet, perlu memberikan pendidikan untuk mengubah pola pikir petani, dan kedua hal tersebut membutuhkan biaya yang tak sedikit. Jadi, saya pikir, di situlah sebenarnya pemerintah dan koperasi tani dapat benar-benar berperan dalam mencoba membawa perubahan.”
Menurut Pei, internet juga memudahkan akses layanan kesehatan di daerah terpencil. Tak cuma di bidang kesehatan, tapi internet juga bisa menghubungkan petani langsung dengan konsumen.
Ia pun sepakat kalau pandemi COVID-19 memang memaksa berbagai organisasi untuk berinovasi dan bergerak lebih cepat, mulai dari peneliti vaksin hingga proses persetujuan pemerintah. Pandemi juga membuat layanan telemedicine jadi lumrah dilakukan. Selain itu, penggunaan dan analisis data kesehatan pun telah membantu dokter membuat keputusan yang lebih baik dan mengurangi rawat inap dan biaya perawatan kesehatan.
“Saya pikir, memerangi COVID-19 untuk industri perawatan kesehatan adalah pencapaian yang sangat luar biasa dengan kecepatan yang dilakukan. Segala sesuatunya bisa bergerak jauh lebih cepat dari biasanya. Bahkan, pemerintah bekerja jauh lebih cepat dalam hal persetujuan peraturan. Lalu mereka pun mesti mendistribusikan vaksin-vaksin ini ke berbagai lokasi dengan cepat. Itu sangat menakjubkan.”
Ia berharap revolusi yang terjadi saat pandemi di industri kesehatan juga bisa memicu revolusi di pertanian. Misal terkait dengan teknik penyuntingan gen yang hingga saat ini selalu menjadi topik yang kontroversial. Meski cara ini bisa meningkatkan produktivitas hasil pertanian, namun kekhawatiran warga membuat hal ini sulit terlaksana.
Menurut Pei, untuk meminimalkan ketakutan, perlu sosialisasi edukasi atas teknik penyuntingan gen. Sama seperti edukasi terkait vaksin mRNA yang membuat sejumlah orang khawatir kalau vaksin ini bisa mengubah penerima vaksin. “Jadi saya pikir semua aspek teknologi baru ini lebih tentang pendidikan dan perubahan pola pikir.”
Menumbuhkan inovasi lewat LKYGBPC
Dengan berbagai tantangan yang harus diselesaikan di industri pertanian dan kesehatan, Pei menyebut perlu ditumbuhkan talenta-talenta wirausahawan. Inovator-inovator ini perlu mendapat dukungan, bantuan dan bimbingan agar bisa bertumbuh. Hal itu bisa terbantu lewat acara kompetisi dan berjejaring seperti yang dilakukan Singapore Management University (SMU) lewat The Lee Kuan Yew Global Business Plan Competition (LKYGBPC).
“Berkompetisi dan menjadi pengusaha bukan semata tentang uang, tetapi lebih tentang bimbingan atau mendapatkan pengalaman dari orang-orang. Ini menjadi ajang untuk mempertajam ide, membangun produk, atau membangun bisnis. Jejaring ini penting bagi pengusaha untuk menghadapi perjalanan yang menantang ke depan,” terangnya.
Pei sendiri selalu tertarik dengan tren dalam sains dan teknologi. Ia selalu tertarik untuk menjadikan tren teknologi terbaru itu agar bisa diterapkan dalam perawatan kesehatan dan pertanian untuk meningkatkan kehidupan masyarakat.
Perubahan yang dibawa oleh inovasi para pengusaha menurutnya sangat menarik. Namun, ia mengakui akan selalu ada tantangan dan hambatan ketika membuat sebuah perubahan. Hal ini menjadi salah satu tantangan bagi para wirausahawan dan akan membawa pada perubahan yang baik.
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The delivery of healthcare has been transformed by the rapid development of medical technology and the availability of high-tech diagnostic and therapeutic devices. Medical technology (MedTech) has produced devices, apparatus, diagnostics and health information systems that empower health care by enabling earlier disease detection, less invasive procedures and more effective treatments.
Innovations in healthcare technology have revolutionised healthcare. From surgical robots to applications that monitor biological parameters to detect disease, medical innovation has played a significant role in augmenting efficiency, increasing productivity, and optimising patients. It saves lives, enhances patient outcomes and reduces overall healthcare expenses.
As medical technology improves, more investigations can be done and healthcare companies can now collect billions of data points about a single patient and use them to give more individualised care. Nevertheless, despite all the advancements, medical technology companies are confronted with unprecedented obstacles. This includes enigmatic growth, rising cost constraints, a greater focus on evidence and outcomes and tighter regulation.
When developing a novel healthcare technology, it is essential to assess its potential impact. Businesses must reevaluate their corporate systems, product portfolios, operating strategies, and competency sets to remain competitive.
CIH’s Role in Advancing Medtech Innovation
Dr Rina Lim, Head (Assistant Director), Centre for Innovation in Healthcare (CIH), National University Health System (NUHS), has been working in the biomedical sector in Singapore for over a decade.
She recalls that Singapore’s focus in the earlier years was on laying a solid foundation and building a talent pool of scientists, engineers and technologists. Leveraging the strong foundation built, there has been a shift towards translating basic research into innovative and commercialisable solutions, and more recently with an emphasis on implementation to realise the health impact on the population.
“The COVID pandemic has accelerated the adoption of solutions, and many businesses have shifted their focus to develop aiding solutions,” she observes.
Singapore’s traditional healthcare system faces several constraints such as a lack of labour and excessive wait times, prompting the emergence of businesses that use robotics and AI to boost efficiency and minimise repetitive and mundane activities.
Companies pivoted their businesses to meet healthcare demands during the COVID-19 pandemic and CIH pivoted to become a platform to assist in the deployment of innovative solutions in the hospital system. Tele consultations, contactless interactions and UV disinfection robots for sterilisation are some examples. To put these advances to the test, hospitals hosted pilots and demos.
According to Dr Rina, when delving into MedTech-based medical solutions, it is crucial to consider four key risk aspects: clinical, regulatory, technology, and business. Since medical technology can have a significant impact on life and death situations, clinical evidence needs to be robust and regulatory requirements are more stringent than in other sectors. These unique challenges make market entry into the healthcare sector a lot more challenging. However, the high bar also makes it more attractive for start-ups because those who succeed generally have a longer market shelf life and higher return on investment.
The commercial aspect of medical technology is equally vital and startups and innovators should identify the correct user base and establish a sound business strategy. Furthermore, transitioning from a research prototype to a manufacturable product poses a significant challenge. To tackle the problems associated with medical technology, an iterative refinement process is necessary for addressing these aspects, she believes.
Healthcare innovation is a collaborative effort that necessitates the participation of numerous experts at various phases of the process, Dr Rina says. These professionals include clinical, technological, and commercial collaborators who must collaborate to achieve success.
CIH’s primary differentiator is its clinical component, which pairs innovators with potential clinical users to gather insights and conduct clinical trials to validate the innovations. “Through these collaborations, innovators can gain valuable clinical insights, while clinical users are exposed to the newest trends and technologies in their field,” Dr Rina explains. “For collaboration to be successful, there must be a genuine desire to collaborate and CIH seeks to serve as the conduit and impetus for these partnerships.”
Furthermore, CIH has established an ecosystem of partners to provide guidance to innovators including engineering and regulatory experts who can offer innovators early insights that can aid the development process.
Dr Rina highlights the importance of clearly articulating the actual use cases and understanding the ultimate goal of intelligent innovations, such as health metric monitoring. She emphasises the need to consider the health impact and application of the data collected from these devices carefully.
“Ethical challenges and biases associated with the use of artificial intelligence (AI) in healthcare are perceived because AI may not take ethical considerations into account unlike healthcare professionals,” Dr Rina reveals.
Achieving a consensus on the specific use case of AI in healthcare is critical and it is important to consider ethical aspects in both development and data intake. AI should be utilised as a tool to support healthcare professionals and aid in making informed decisions.
Dr Rina shares that her organisation has facilitated the clinical adoption of healthcare innovations in several ways. For instance, they have assisted in the deployment of telepresence robots in the wards and clinically validated healthcare innovations such as e-stethoscopes etc. In addition, they have worked to promote the adoption of practice-changing innovations, such as blood test kits and imaging AI assistants. On top of these, CIH has dedicated efforts to grow and train a community of next-generation innovators who are passionate to improve healthcare.
Urban Ideas and Solutions Through LKYGBPC
The Lee Kuan Yew Global Business Plan Competition (LKYGBPC), which began in 2001, is a biennial global university start-up competition hosted in Singapore. Organised by Singapore Management University’s Institute of Innovation and Entrepreneurship, it focuses on urban ideas and solutions developed by student founders and early-stage start-ups.
In terms of presenting ideas to upcoming youth in the space, Dr Rina believes that culture is not something that can be simply presented but should be built collaboratively. She advocates for creating an immersive culture where everyone is engaged in innovation and feels comfortable discussing it so that it becomes second nature to develop innovative solutions whenever a problem arises.
“The success of innovation and entrepreneurship requires different skills and expertise at different stages, and building a strong network of mentors and experts is important,” Dr Rina opines. “Singapore has a good pool of experts that can be tapped on to help students and tech entrepreneurs progress their innovations and potentially leapfrog competitors.”
She suggests that the focus should be on developing talent from a young age, with equal opportunities for both boys and girls to receive education about technology and STEM to pique their interests. Their eventual paths should be based on their passion and strengths. It is crucial to disassociate gender-specific job roles and recognise diversity in experience to allow for a range of perspectives and opinions in solving problems.
Dr Rina adds that a supportive culture at work and home is necessary, considering different responsibilities and backgrounds. “The hope is that in the future, we will no longer be talking about gender issues in tech.”
CIH has a team of seven dedicated individuals who serve in various roles, including deploying innovations, project management, clinical research coordination and community management. They also offer a co-innovation space to cultivate an ecosystem for startups and partners to collaborate and benefit from their expertise.
The healthcare industry is on the verge of a revolution due to advancements in medical technology, which have the potential to improve patient outcomes globally. The incorporation of big data and machine learning will enable healthcare professionals to make more informed decisions and enhance the quality of care for patients.
“To effectively improve and transform healthcare delivery, innovators and healthcare systems should adopt a flexible and open mindset to adapt to changes and overcome adoption barriers, to allow healthcare innovations to realise their full potential and impact,” Dr Rina concludes emphatically.
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Kemajuan teknologi medis (medtech) telah memperbarui berbagai perangkat, peralatan, cara diagnosis, dan sistem informasi kesehatan. Perkembangan teknologi telah mengubah layanan perawatan kesehatan yang lebih efektif dengan kemampuan deteksi dini, prosedur yang tidak terlalu invasif, dan teknik terapi yang lebih baik.
Inovasi medis telah memainkan peran penting dalam meningkatkan efisiensi, meningkatkan produktivitas, dan mengoptimalkan perawatan pasien. Teknologi seperti robot bedah hingga aplikasi yang memantau parameter biologis telah membantu tenaga kesehatan mendeteksi dan mengobati berbagai penyakit dan mengurangi biaya perawatan kesehatan secara keseluruhan. Pemanfaatan data pasien juga membuka lebih banyak peluang untuk memberikan perawatan yang lebih personal. Berbagai perangkat kesehatan kini bisa mengumpulkan miliaran poin data.
Terlepas dari segala kemajuan yang terjadi, perusahaan teknologi medis mesti menghadapi berbagai tantangan ketika meluncurkan inovasi. Mereka mesti berkolaborasi dengan berbagai pihak untuk memastikan keamanan dan tingkat akurasi alat dan inovasi yang diberikan, peningkatan biaya saat proses adopsi, serta regulasi yang ketat yang membutuhkan pemeriksaan hasil dan bukti cermat.
Oleh karena itu, ketika mengembangkan teknologi baru untuk layanan perawatan kesehatan, perusahaan perlu menilai potensi dampak secara keseluruhan. Agar tetap kompetitif, bisnis harus mempertimbangkan kembali sistem perusahaan, portofolio produk, strategi operasi, dan kompetensinya.
COVID-19 dan akselerasi medtech
Setelah berkecimpung selama lebih dari satu dekade di bidang teknologi kesehatan, Rina Lim, Kepala (Asisten Direktur), Center for Innovation in Healthcare (CIH), NUHS melihat industri kesehatan Singapura telah berkembang pesat. Keberhasilan ini merupakan investasi di bidang sains dan teknologi yang dilakukan negara itu sejak tahun 1990-an. Dengan dukungan ahli yang kuat, sistem kesehatan Singapura kini diarahkan untuk mengadopsi dan menerapkan solusi dan inovasi yang dapat meningkatkan layanan kesehatan masyarakat.
“Saya kira 15 tahun pertama telah membangun fondasi yang kuat. Setelah itu, kami beralih dari penelitian dasar ke lebih banyak penerjemahan dan inovasi. Di Front Nasional, kita telah beralih dari penelitian dasar ke inovasi menuju komersialisasi,” terangnya dalam wawancara dengan Mohit Sagar, CEO dan Pemimpin Redaksi di OpenGov Asia.
Tak dipungkiri, pandemi COVID-19 telah mempercepat evolusi yang terjadi di industri kesehatan, tak terkecuali di Singapura. Rina melihat banyak startup yang mulai mengembangkan perangkat robot dan menggunakan AI untuk meningkatkan produktivitas, menghapus tugas berulang, dan mengurangi tugas yang dikerjakan secara manual.
Selama periode COVID-19, mereka mengubah kantor pusat menjadi platform bagi industri dan startup yang mencoba berinovasi di sistem perawatan kesehatan. Menurutnya, beberapa perusahaan berusaha menciptakan robot telepresence atau robot desinfeksi UV misalnya. Dengan robot telepresence ini, pasien bisa berkonsultasi tanpa melakukan kontak langsung dengan pasien. Saat itu, hal ini penting untuk melindungi tenaga profesional perawatan kesehatan.
Selama pandemi, CIH membantu memfasilitasi penyebaran beberapa inovasi perawatan kesehatan seperti robot telepresence untuk konsultasi telehealth. Mereka juga telah memvalidasi beberapa inovasi perawatan kesehatan, misal untuk melakukan tes darah, asisten AI untuk pencitraan, dan sebagainya.
Beberapa inovasi teranyar lain di bidang medis adalah soal pil pintar yang dilengkapi dengan sensor yang diklaim aman untuk masuk ke dalam pencernaan. Pil ini digadang-gadang digunakan untuk melacak berbagai matriks kesehatan, operasi jarak jauh, dll.
Bagi Rina, instansi yang akan melakukan adopsi inovasi perlu untuk memiliki gambaran tujuan akhir yang jelas. Untuk apa data yang akan dikumpulkan itu, mereka harus bisa menjawab apa sebenarnya yang mereka coba atasi. Pada akhirnya, Rina menekankan semua inovasi yang hadir mesti dievaluasi atas kejelasan dampak dan manfaat yang diberikan.
Hal serupa perlu diterapkan ketika berbicara soal penggunaan AI di industri medis. Menurutnya, AI mesti diperlakukan sebagai data penyokong. Namun, keputusan akhir mesti tetap dipegang oleh para perawat kesehatan profesional.
Tantangan inovasi medis
Membawa teknologi medis dari laboratorium menjadi produk komersial tidaklah mudah. Menurut Rina, ada empat komponen yang harus dilalui sebuah produk medis: ide awal, prototipe, adopsi dan komersialisasi, serta regulasi.
Menurut Rina, tiap fase memiliki tentangan tersendiri. Sistem perawatan kesehatan memerlukan bukti klinis lewat uji klinis yang valid. Imbasnya, iterasi pembuatan prototipe desain perlu pengujian yang panjang sebelum akhirnya masuk ke proses manufaktur. “Proses dari prototipe penelitian menuju pembuatan prototipe punya celah dan jembatan yang cukup sulit untuk diseberangi,” tuturnya.
Selain itu, peraturan untuk peralatan dan produk di sektor ini dilindungi oleh peraturan yang ketat lantaran berkaitan dengan hidup dan mati seseorang. Setelah itu, tantangan selanjutnya ada di tahap adopsi. Perlu upaya lebih keras untuk menyosialisasikan inovasi kesehatan karena orang-orang cenderung lebih konservatif di industri kesehatan. Selain itu, biaya adopsi yang tinggi pun akan berpengaruh pada beban operasional.
Tantangan terakhir adalah komponen bisnis. “Para pebisnis pemula dan inovator harus membuat model bisnis yang sehat dan target pasar yang tepat. Jadi, mereka benar-benar perlu melakukan pemikiran mendalam dan proses berulang untuk menjawab tantangan ini.”
Rina mengungkap membuat inovasi bukanlah perjalanan tunggal, sebab perlu banyak komponen dan keahlian berbeda yang berkolaborasi untuk menyukseskan perjalanan yang dilakukan. Dalam industri medis, beberapa bagian yang perlu dilibatkan adalah teknologi klinis, mitra komersial, mencocokkan mitra inovasi, dan pengguna klinis. Untuk mendukung keberhasilan kemitraan, maka perlu ada solusi yang saling menguntungkan. Untuk itu, CIH selalu mendorong kolaborasi dengan memfasilitasi kerja sama internal organisasi dengan pihak eksternal.
Menurut Rina, di CIH, mereka mencoba membuat ekosistem untuk berbagai mitra yang berbeda agar mereka bisa masuk dan memberikan saran. Mereka menampung ide dari mahasiswa kedokteran, inovator, mitra teknik, dan berbagai keahlian lain. Ide-ide itu lantas diterjemahkan menjadi sebuah MVP (minimum viable product), dan akhirnya bisa layak diproduksi secara massal.
Tim internal CIH sendiri memiliki ruang untuk inovasi, di mana mereka bekerjasama dengan startup dan mitra untuk duduk bersama. Harapannya, siapapun bebas masuk dan melontarkan ide di ruangan itu. Lantas, agar produk tersebut selaras dengan aturan yang ada, mereka juga memiliki jejaring dengan regulator yang akan memberikan saran agar pengembangan produk bisa sejalan dengan aturan pemerintah.
Untuk mempercepat produksi, hal itu dilakukan sembari mereka menyelesaikan produk akhir. Mereka pun memiliki manajer pengembangan bisnis yang membantu mengelola komunitas dan ekosistem para ahli yang mereka miliki.
Dukung inovasi lewat LKYGBPC
Rina menganggap Singapura memiliki potensi sebagai katalisator inovasi yang tepat untuk mendukung inovasi kesehatan. Inovasi di bidang ini membutuhkan berbagai keterampilan berbeda. Singapura punya potensi jejaring mentor dan pakar yang kuat dan bisa dimanfaatkan dengan mudah.
Tahap selanjutnya adalah membuat inovasi muncul dan bertumbuh secara natural. “Kita harus mencoba membangun budaya masif di mana semua orang berjalan dan berbicara tentang inovasi. Bukan meminta mereka mempresentasikan untuk melakukan inovasi, bukan. Tapi kita harus mencapai tahap yang mendukung inovasi muncul secara alami. Setiap kali muncul masalah persaingan, Anda muncul dengan inovasi.”
Sebagai salah satu wanita yang berkecimpung di dunia teknologi, Rina percaya keterlibatan perempuan di bidang ini bakal lebih terbuka lebar ke depan. Sebab, saat ini, kesempatan yang sama bagi anak laki-laki dan perempuan untuk dididik tentang teknologi sudah terbuka lebar. Pendidikan STEM pun kian gencar dilakukan. Meski demikian, pada akhirnya, pilihan pekerjaan kembali tergantung pada minat tiap orang dan kita harus memisahkan ini dari pekerjaan khusus gender tertentu.
Meski demikian, ia mengakui keragaman pendapat, pengalaman, dan latar belakang diperlukan dalam memecahkan masalah dan menciptakan solusi. “Akan selalu ada perbedaan kelompok usia, latar belakang yang berbeda, suku bangsa, dan jenis kelamin. Kita mesti mengenali kekuatan dan kelemahan masing-masing individu alih-alih melihatnya sebagai masalah gender,” tutupnya.
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The SupportGoWhere website serves as a one-stop platform for individuals and families in Singapore to conveniently locate support schemes and services. It assists individuals in understanding and applying for these schemes.
An initiative by LifeSG, GovTech created this platform to simplify the process of finding various government offerings and services. By responding to a few questions, the website’s Support Recommenders inform users about their potential eligibility for specific schemes, as well as services.
The Care Services Recommender, for instance, is designed to provide caregivers with suggestions on government schemes and services about physical and mental healthcare, social support, financial assistance and advice, future planning and other caregiving resources.
SupportGoWhere enables Singaporeans to apply for ComCare Short-to-Medium-Term Assistance (SMTA) scheme, which offers financial aid for purchasing necessities. They can also submit documents and check the status of their application via the website. A digital calculator is integrated into the website to assist citizens in determining their eligibility for various government benefits.
SupportGoWhere offers recommendations for relevant government schemes and services, while also allowing users to assess what assistance initiatives they qualify for. Users can explore details of each scheme and service, such as the target beneficiaries, eligible assistance amounts and the locations of service providers, before submitting online applications.
The inspiration behind SupportGoWhere
The service was launched at the beginning of the pandemic, which caused widespread job losses and income reductions for many people. While the government rolled out initiatives during this period, many users were confused about the eligibility criteria of the respective schemes, the amount of assistance they could receive and how to apply for assistance.
As the team was already developing the MaskGoWhere initiative, they extended the GoWhere series to include additional COVID-19 government assistance schemes and services, giving rise to SupportGoWhere. By using MaskGoWhere as a template, the team was able to swiftly launch SupportGoWhere within a week.
Following the launch, the team integrated Chinese, Malay, and Tamil translations into the platform to ensure accessibility in Singapore’s four primary languages. Since then, the scope of the platform has expanded to encompass all government schemes and services, extending beyond those related to COVID-19.
Additionally, the team is utilising artificial intelligence (AI) to improve their recommendations to users regarding relevant schemes and services.
Technical considerations behind the development of SupportGoWhere
To expedite the development process and construct highly scalable, feature-rich applications, SupportGoWhere was developed with ReactJS, Koa, and TypeScript. TypeScript was chosen because its static typing reduces potential bugs, improves readability, and offers a fantastic development experience for producing high-quality software.
The application is hosted on AWS Cloud using a popular three-tier architecture design pattern to ensure that decoupled and microservices components can be developed and managed independently for increased efficiency. In addition, the system is designed with an auto-scaling feature to ensure that it has sufficient capacity to handle a sudden influx of traffic.
As a citizen-facing platform that collaborates with numerous government agencies, success is measured by user and stakeholder satisfaction.
Citizen satisfaction with SupportGoWhere can be determined by tracking page or feature views as well as User Satisfaction scores. Page views can provide insights into how users engage with the website, the time they spend on the site and whether they find the content valuable. The user satisfaction score indicates whether users are satisfied with the services provided by SupportGoWhere.
The development team has implemented Whole-of-Government Application Analytics (WOGAA) to monitor website traffic and gather user feedback. Users visiting SupportGoWhere will notice a smiley face in the bottom left corner, which is the WOGAA sentiments widget. By clicking on the smiley icon, users can rate their experience and offer qualitative feedback.
Stakeholder satisfaction metrics for SupportGoWhere can vary depending on the nature of collaboration with each agency. These metrics can range from page views to operational efficiency or savings. The SupportGoWhere team defines stakeholder targets early on and collects relevant data as required.
SupportGoWhere has garnered over six million total visits and more than three million unique visitors since its inception. The majority of sentiments were positive and centred around the financial help that citizens successfully received through the portal. Members of the public liked the most recent feature, the Support For You Calculator, which assists users in generating a list of estimated Budget 2023 benefits for themselves and their household members to review at a glance.
Stakeholders have also received good feedback on the Care Services Recommender, where publicity materials are displayed at healthcare institutions.
Typically, the development of one-stop services and initiatives is a massive undertaking involving numerous external parties.
Some key takeaways and learnings from the SupportGoWhere journey are the need to:
- Maintain product vision alignment with all involved parties;
- Prioritise the most impactful features based on user research;
- Construct a scalable design system and technology stack for more efficient scaling;
- Adopt a Minimum Viable Product (MVP) iterative development strategy to rapidly validate features and iterate based on user feedback.
About the team
To deliver MVPs and iterate the product, the team employs a learn, build and test methodology. They follow an Agile approach using the Scrum framework, with a two-week sprint time box to ensure alignment with the Product Owner and deliver a high-quality final product.
In addition to daily stand-ups and desk checks, there are regular sprint reviews and Product Owner alignment meetings to ensure stakeholders’ feedback is received and incorporated where possible.
The team prioritises user needs and preferences by conducting citizen usability tests, using online feedback channels and leveraging statistical data to guide product decisions. The Agile framework allows the team to swiftly adapt and make necessary adjustments to refine their MVPs.
The team has worked with other departments such as:
- Implementing operational tools (for example, WOGAA) to track and meet KPIs and standards;
- Working with LifeSG on marketing efforts to send out personalised Budget Scheme notifications;
- Using APIs, powering a beta ServiceConnect recommender to assist ServiceSG centre staff in recommending schemes to citizens.
The Scrum framework facilitates the team in setting collaboration milestones and targets to effectively coordinate team deliverables. By following Scrum sprints, the team can quickly make necessary changes, enabling different teams to make changes quickly where necessary.
After each two-week sprint, the team conducts a retrospective session as per the Scrum framework. During this session, the team engages in a reflection process that involves all members in identifying roadblocks and proposing improvements to enhance the team’s efficiency and internal collaboration.
Having such discussions are essential for maintaining a healthy team environment where everyone feels heard and valued. This fosters a culture of transparency and accountability and creates a safe and open environment for criticism and feedback. This is crucial for maintaining team morale and productivity.
By proactively addressing any conflicts or issues that arise during the sprint, the team can refine their processes and deliver high-quality work within the given time frame. The team fosters a culture of open and honest communication, where everyone is encouraged to freely express their opinions and actively listen to the perspectives of others.
They strive to avoid personal attacks or criticisms, instead focusing on the issue at hand and working together to develop solutions by weighing the pros and cons objectively. Following the resolution of a conflict, the team holds a retrospective session to evaluate the process and identify areas for improvement to prevent similar conflicts from arising in the future.
Some effective methods or best practices for encouraging creative and innovative thinking include:
- Creating a supportive and collaborative environment in which each team member feels comfortable sharing ideas and collaborating.
- Recognising and rewarding creativity and innovation, as well as celebrating the successes of innovative projects.
- Encouraging the team to try out new ideas and problem-solving approaches and providing them with the necessary resources and support.
These collaborative approaches help to ensure that the team is aligned and working cohesively towards the success of SupportGoWhere.
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Warga Singapura bisa mengetahui bantuan sosial apa saja yang bisa mereka dapat dari berbagai instansi pemerintahan lewat situs SupportGoWhere. Portal satu atap ini memberikan penjelasan skema dukungan dan layanan apa saja yang tersedia untuk warga.
Situs ini dibuat oleh GovTech atas inisiatif LifeSG dengan tujuan memberikan kenyamanan bagi warga untuk menemukan berbagai skema bantuan yang tersedia. Warga bisa mempelajari skema bantuan dan layanan apa saja yang disediakan pemerintah, siapa target penerima manfaat, berapa banyak bantuan yang dapat mereka terima, di mana penyedia layanan berada, hingga bagaimana mengajukan aplikasi pemberian bantuan secara daring.
Ada pula kalkulator digital ‘Pemeriksa Kelayakan’ untuk menghitung manfaat apa saha yang bisa diterima warga. Kalkulator ini menghitung kesesuaian kondisi warga dengan skema bantuan yang tersedia. Warga diharuskan menjawab sejumlah pertanyaan untuk melakukan perhitungan di kalkulator kelayakan ini.
Misalnya, situs ini memiliki fitur ‘Rekomendasi Layanan Perawatan’ untuk memberi sokongan bagi para pengasuh yang merawat orang tua. Para pengasuh bisa menemukan rekomendasi program dan layanan pemerintah untuk konsultasi kesehatan fisik dan mental mereka, mendapat dukungan sosial, perencanaan masa depan, dukungan keuangan dan saran, dan sumber daya pengetahuan lain untuk meningkatkan kualitas pengasuhan.
Sementara warga Singapura yang butuh bantuan keuangan untuk membeli kebutuhan dapat mengajukan permohonan Skema Bantuan Jangka Pendek hingga Menengah dari ComCare (ComCare Short-to-Medium-Term Assistance/SMTA) lewat SupportGoWhere. Situs ini juga melayani pengajuan dokumen persyaratan yang perlu dilampirkan. Warga juga bisa memeriksa status aplikasi mereka.
Berawal dari pandemi COVID-19
Dalam wawancara dengan OpenGov Asia, tim pengembang SupportGoWhere menyebut situs ini diluncurkan di awal pandemi. Saat itu, banyak orang yang kehilangan pekerjaan dan sumber pendapatan mereka. Pemerintah memang sudah memberikan bantuan, namun banyak orang yang kebingungan. Mereka tak paham kriteria penerima bantuan, jumlah bantuan yang bisa diterima, dan cara mengajukan diri untuk mendapat bantuan tersebut.
Saat itu, GovTech sudah mengerjakan proyek MaskGoWhere untuk melacak ketersediaan dan distribusi masker. Mereka lantas memperluas layanan ini untuk memberikan informasi mengenai skema dan layanan bantuan yang disediakan pemerintah yang disebut sebagai SupportGoWhere. Lantaran menggunakan ekosistem MaskGoWhere sebagai template, tim bisa mengerjakan proyek SupportGoWhere hanya dalam waktu seminggu.
“Selanjutnya, kami menambahkan terjemahan ke dalam bahasa Cina, Melayu, dan Tamil, sehingga informasinya dapat diakses dalam keempat bahasa utama di Singapura,” jelas tim.
Sejak saat itu, tim SupportGoWhere terus menggabungkan skema dan layanan pemerintah di seluruh instansi pemerintah yang tidak terkait dengan skema COVID-19. Tim juga menggunakan kecerdasan buatan untuk meningkatkan rekomendasi bantuan pemerintah yang bisa diterima warga dan mengarahkan warga pada layanan yang relevan.
Hingga saat ini, SupportGoWhere telah memiliki lebih dari 6 juta total kunjungan dan lebih dari 3 juta pengunjung unik. Sebagai platform yang langsung melayani warga dan bekerja dengan banyak lembaga pemerintah, keberhasilan situs diukur oleh kepuasan warga negara dan pemangku kepentingan lain.
Untuk mengetahui tingkat kepuasan warga, mereka mengumpulkan sentimen lewat saluran umpan balik Whole-of-Government Application Analytics (WOGAA). Widget sentimen WOGAA bisa ditemui pada ikon smiley di pojok kiri bawah situs SupportGoWhere. Pengguna bisa mengeklik ikon smiley itu dan memberikan penilaian peringkat kepuasan dan memberikan umpan balik kualitatif tentang pengalaman mereka.
Kepuasan warga diukur dari kemudahan akses ketika menjelajahi situs SupportGoWhere. Penilaian ini membantu pengembang menentukan apakah pengguna menganggap konten yang ada di situs berhasil membantu mereka atau tidak.
“Mayoritas kami mendapat sentimen positif karena warga berhasil menerima bantuan keuangan yang diperlukan lewat portal aplikasi SupportGoWhere untuk skema seperti ComCare,” jelas tim.
Bagi instansi yang bekerja sama untuk menyalurkan bantuan mereka lewat SupportGoWhere, tim memberikan metrik penilaian atas efisiensi/penghematan operasional yang terjadi. Namun, pengukuran kepuasan ini bisa disesuaikan dengan jenis kerja sama dengan masing-masing instansi.
“Kami berusaha untuk memenuhi target pemangku kepentingan kami dengan mendefinisikan metrik yang ingin diukur sejak dini dan mengumpulkan data yang diperlukan.”
Terbaru, SuppportGoWhere memiliki ‘Kalkulator Dukungan Untuk Anda’ bagi warga Singapura untuk mengetahui proporsi pengumuman anggaran pemerintah di 2023. Kalkulator ini membantu pengguna untuk membuat daftar perkiraan manfaat Anggaran 2023 untuk mereka dan anggota rumah tangga mereka dalam satu laman.
Pengembangan SupportGoWhere
SupportGoWhere dikembangkan dengan ReactJS, Koa & TypeScript untuk mempertimbangan penyelesaian produk yang lebih cepat. Aplikasi yang dihasilkan pun bisa memiliki banyak fitur dan kapasitasnya bisa diperbesar sesuai kebutuhan.
TypeScript dipilih secara khusus karena sifat pengetikan statisnya (static typing) membantu mengurangi potensi bug, memberikan keterbacaan yang lebih baik, dan pengembangan di platform yang bisa memberikan aplikasi yang berkualitas tinggi.
Aplikasi lantas di-hosting di salah satu penyedia komputasi awan pihak ketiga dengan desain arsitektur tiga tingkat (three-tier-architecture). Pola desain ini dipilih untuk memastikan komponen decoupled dan layanan mikro dapat dikembangkan secara terpisah dan meningkatkan efisiensi pengelolaan. Selain itu, sistem ini juga dibangun dengan fitur auto-scaling untuk memastikan sistem memiliki jumlah kapasitas yang tepat untuk menangani tingginya lalu lintas sesuai permintaan.
Bagi organisasi yang hendak membangun layanan satu atap serupa, tim SupportGoWhere menyebut bahwa upaya ini membutuhkan kolaborasi dengan banyak pihak eksternal, sehingga mereka menyarankan agar:
- Tim yang berkolaborasi mesti tetap menyelaraskan visi produk dengan semua pihak yang terlibat
- Memprioritaskan fitur yang paling berpengaruh berdasarkan riset pengguna
- Membangun sistem desain yang dapat diskalakan dan tumpukan teknologi untuk peningkatan secara lebih efisien
- Membangun Minimum Viable Product (MVP) agar bisa segera melakukan validasi fitur dan perbaikan berdasarkan umpan balik
Sukses membangun tim inovatif
Untuk membangun tim yang lincah, tim menggunakan metode scrum dengan memanfaatkan waktu sprint per dua minggu. Melalui sesi tiap dua minggu itu, tim mengevaluasi kolaborasi internal lewat refleksi yang melibatkan semua anggota untuk mengidentifikasi hambatan, melakukan perbaikan, dan meningkatkan efisiensi tim.
Diskusi wajib ini memastikan bahwa konflik dan masalah yang dihadapi selama sprint dibahas secara terbuka. Ini juga memastikan bahwa ada lingkungan yang aman dan terbuka untuk kritik dan umpan balik dalam tim.
Sebagai tim, mereka berkomunikasi secara terbuka dan jujur antaranggota. Setiap orang harus menyampaikan perspektif mereka dan mendengarkan sudut pandang lain dengan hormat. Tim berusaha menghindari serangan atau kritik pribadi focus pada mencari solusi bersama. Keputusan diambil dengan mempertimbangkan pro dan kontra secara objektif. Setelah konflik diselesaikan, tim melakukan sesi retrospeksi untuk mengevaluasi proses yang dijalani dan mengidentifikasi solusi untuk mencegah konflik serupa muncul kembali.
Kemudian, untuk menumbuhkan kreativitas dan tim yang inovatif, tim SupportGoWhere menerapkan sejumlah langkah berikut:
- Mengembangkan lingkungan yang mendukung dan kolaboratif, sehingga tim nyaman berbagi ide dan bekerjasama.
- Memberi penghargaan, mengakui kreativitas dan inovasi sesama anggota, serta merayakan keberhasilan dari proyek yang inovatif.
- Mendorong tim untuk bereksperimen dengan ide-ide baru dan pendekatan pemecahan masalah serta menyediakan sumber daya dan dukungan yang mereka butuhkan.
Tim SupportGoWhere menggunakan pendekatan pembelajaran, perbaikan, dan pengujian MVP untuk terus memperbaiki produk. Tim juga melakukan stand-up harian untuk memberikan informasi perkembangan terbaru dan pemeriksaan meja. Mereka melakukan ulasan sprint reguler dan pertemuan dengan ‘Pemilik Produk’ untuk mendapat umpan balik dari semua pihak. Framework memungkinkan tim untuk segera melakukan pivot dan melakukan perubahan untuk menyempurnakan MVP.
“Sebagai tim produk yang langsung berinteraksi dengan warga, kami tetap mengutamakan kebutuhan pengguna dengan melakukan tes kegunaan bagi warga secara konsisten, membuka saluran umpan balik daring, dan memanfaatkan statistik untuk mengarahkan pengambilan keputusan pada produk kami.”
Framework scrum juga membantu tim untuk menyeleraskan kerja dengan tim eksternal. Mereka menggunakan sprint untuk menyelaraskan persepsi dengan ‘Pemilik Produk’ dan memastikan produk akhir sudah sesuai standar.
Beberapa kolaborasi dilakukan tim SupportGoWhere dengan departemen lain. Misalnya dengan memperkenalkan alat operasional seperti WOGAA untuk melacak dan memenuhi KPI serta standar yang berlaku. Tim juga berkolaborasi dengan LifeSG dalam upaya untuk pemasaran dan pengiriman notifikasi yang dipersonalisasi untuk skema anggaran pemerintah. Mereka pun memberdayakan pemberi rekomendasi ServiceConnect beta untuk membantu staf pusat ServiceSG merekomendasikan skema yang tepat kepada warga lewat API.
