Singapore 2065: Gazing into its technology crystal ball and what the Smart Nation vision will result in

Having celebrated its 50-year milestone last year, Singapore looks set to fast-forward into the future with its headlong push into all things tech. So, what would Singapore look like in another 50 years from now? Daniel Hastings, CEO of Singapore-MIT Alliance of Research and Technology (SMART), gives you a glimpse of what to expect as he recounts past predictions and leverages that to forecast the future.

The future is hard to predict as many pundits have observed.

A review of past predictions of the future show that they got much right, but just as much wrong. Generally, it is easy to make linear predictions on the state of current technology, but by definition, impossible to predict completely new inventions.

Linear predictions

Thus after the second world war, there was a major study done for the nascent US Air Force based on what the Germans and Allies had developed technologically during the war. It was a fifty year look. This study predicted intercontinental ballistic missiles, which were natural extensions of the V-2, the world’s first long-range guided ballistic missile.

It forecasted that computers would be the size of bread boxes, which seemed like a reasonable deduction from computers that filled rooms.

It also foretold long-range unpiloted aircraft. However, it completely missed the laser and all its uses as well as satellite technology such as Global Positioning System (GPS). The laser was not invented until the early sixties and GPS came about in the seventies.

Economics and policies

Likewise after the success of the Apollo program, many futurists felt humanity would be on the Moon and on the way to Mars by the mid-eighties. Of course, this has not happened. The basic reason is economics.

But the technologies that were substantially enhanced by the Apollo program, namely digital electronics, have made enormous changes to our everyday lives.

A journey to Mars, even today would be tremendously costly, while mass production of digital electronics and the invention of the integrated circuit led to the ability to produce useful devices at low cost.

Another example of something that was technologically possible but has not happened is supersonic transport. The Concorde (supersonic passenger jet airliner) and TU-144 (world’s first commercial supersonictransport aircraft) have all been retired. This was due to a combination of economics and environmental policy concerns.

These examples illustrate the fact that evolution of our technological future is a combination of progress in technology, metered with economic and policy issues, and always subject to the invention of disruptive and new technologies.

Global trends and nefarious users

Global trends will also drive what happens. These trends are hard to change and influence the technologies and policies that get adopted. Two long-term trends that seem clear are the relative ageing of society and the effect of ongoing climate change.

Another unhappy truism is that just as technology will be put to good use, there will be people who will find nefarious uses for the technology.

The internet seems to be an example of this with its ability to provide information for good and evil purposes.

With all these caveats, a few predictions seem to be reasonable based on where we are today.

These predictions are based on ongoing research at the Singapore-MIT Alliance for Research and Technology (SMART), funded by the National Research Foundation under its Campus for Research Excellence and Technological Enterprise (CREATE) programme.

Personalized medicine

In the area of biology, the ability to grow and treat cells as well as the ability to economically decode an individual’s genome will lead to a new era of personalized medicine.

It will be possible to take drugs that you know will work on your own cells and DNA. That is because it will already have happened in a lab.

Of course, bacteria and viruses will continue to mutate and be dangerous but rapid genomic sequencing and computational biology will reduce the ability of these microbes to harm us and lead to rapid responses to them as they emerge.

Ubiquitous sensors

One thing that does seem certain, the ability to create and emplace low-cost sensors in many places will increase.

This will lead to vast arrays of cheap sensors which are ubiquitous and the collection of large amounts of data. The processing of this data will lead to increased local knowledge and the corollary of intelligent decisions.

Consider what can be done with cooling systems in a complex building of the thermal inflow and outflow can be measured and reported at many points in the building. Imagine also what can be done if the movement of people throughout the city is known and gates can be open and closed intelligently to channel the flow. Of course, all of these things would have to be done with the strictest attention to privacy and security.

Mobility-on-demand

The increased power of digital circuits and low-cost sensors is also enabling on mobility-on-demand using Autonomous Vehicles.

One might expect to see a large number of robotic vehicles moving around the streets of Singapore, transporting people on-demand. The increased and widespread use of robotics and automation will help people age in place with dignity as well as be highly connected to each other in a manner that is simple and transparent.

Power

Finally, the problem of running out of power for all the digital devices in our lives will be gone. Low power intelligent systems will be all around and will harvest energy from the local environment.

This will render the much-awaited Internet of Things a reality as tiny ultra low-power integrated smart radios, empowered by ultra-power efficient chips, “speak” to each other seamlessly.

These technologies are under development now and will make a better more productive life for Singaporeans in the next fifty years. Barring all the caveats mentioned, of course.

Professor Daniel Hastings is the CEO & Director of SMART. He is also Professor, Aeronautics and Astronautics at MIT.

Singapore-Australia Forge Green and Digital Shipping Corridor

Australia and Singapore have begun conversations regarding potential areas of collaboration in green and digital shipping, hence, a Singapore-Australia Green and Digital Shipping Corridor will be established by the end of 2025.

This development is consistent with the Green Shipping Cooperation initiative outlined in the Singapore-Australia Green Economy Agreement, which was signed in October 2022 by Singapore’s Minister for Trade and Industry, Gan Kim Yong, and Australia’s Minister for Trade and Tourism, Don Farrell.

This collaboration is being led by Australia’s Department of Infrastructure, Transport, Regional Development, Communications, and the Arts (DITRDCA) and Singapore’s Maritime and Port Authority (MPA), a Statutory Board under Singapore’s Ministry of Transport (MOT).

These agencies are collaborating closely with port operators, appropriate governments, and marine and energy value chain players on both sides of the Atlantic to galvanise action to decarbonise and digitise the shipping industry. DITRDCA and MPA intend to begin by identifying areas of common interest and partnership to minimise carbon emissions in the maritime industry through coordinated initiatives.

This includes developing low- and zero-carbon fuel supply chains, as well as greening port services and shipping operations to speed the development and adoption of green marine fuel sources. Collaboration would also entail the discovery of digital shipping solutions to promote effective port calls and the flow of products, as well as paperless handling between the ports of Australia and Singapore, all of which would assure system interoperability.

Given Australia and Singapore’s extensive cross-border trade, this collaboration is an important step towards determining how both partners can take a worldwide leadership position in streamlining their shipping routes to test and trial green and digital solutions. This highlights the critical role of international cooperation in decarbonising shipping and the maritime economy.

Collaboration supports environmental sustainability by embracing green shipping practices such as using cleaner fuels, optimising routes, and decreasing emissions, lessening the industry’s impact on climate change and maritime ecosystems.

Digital technology provides for more efficient fleet management, route optimisation, and real-time monitoring, leading to fuel savings, lower operational expenses, and increased profitability for shipping businesses.

Digital solutions improve overall efficiency in areas such as logistics, supply chain management, and cargo handling by streamlining operations, automating procedures, and enabling data-driven decision-making.

Collaboration in digital and green shipping makes it possible to use advanced safety measures like remote monitoring systems, predictive maintenance, and better cybersecurity procedures to protect assets, crew, and cargo.

Acting Prime Minister Lawrence Wong said that Singapore and Australia are very important in making the area a place of stability and growth. To stop international rules from falling apart and regional blocs from forming, it is important to keep and improve multilateralism.

He also said that both countries can keep a rules-based system by taking an active role in making global digital trading rules and norms for international trade.

Australia and Singapore have a lot of strategic trust in each other, so their projects can be used as models for wider regional cooperation. By making deals about the digital and green economies and setting new rules for trade in these areas, they can go beyond bilateral agreements and help the whole region.

The collaboration helps bring about stability and growth, which is good for Asia’s future. Singapore and Australia can help keep the region stable and growing while staying true to their shared values and interests if they work together and take an active role.

STOU and APU Collaborate for Future Research and Development

The Asia Pacific University of Technology & Innovation (APU) and Sukhothai Thammathirat Open University (STOU), a state university with a royal charter in Thailand have announced a collaborative initiative. This joint effort aims to establish a dedicated team that will focus on facilitating cross-border research, offering financial support for conferences and grants, fostering partnerships with industries, creating a robust ecosystem, and providing mentorship and assistance in research and development (R&D).

The Memorandum of Understanding (MoU) will enable APU’s Digital Learning Hub and STOU to collaborate on research initiatives within the framework of the United Nations Educational, Scientific and Cultural Organization (UNESCO) Chair partnership. This collaborative effort will be led by the Director of APU’s Digital Learning Hub and the UNESCO Chair Lead.

The aim is to foster a growth mindset among its students, encouraging them to think innovatively and embrace entrepreneurship. The institution aims to prepare students for employment in a rapidly changing global business and technology landscape.

Both higher education institutions will work together to create specialised programs that promote a culture of collaborative research and an environment that encourages students and faculty members to collaborate on joint outputs, including conferences and papers published in international journals.

Through the collaboration, the staff members from both institutions will engage in collaborative research, particularly in the field of Artificial Intelligence (AI) applied to “Teaching and Learning.” This collaboration is expected to yield joint research papers that contribute to advancements in the field. The partnership with STOU is seen as an opportunity to elevate the research endeavours of APU to new heights, becoming a source of inspiration and aspiration for future goals.

STOU, addressing concerns related to emissions and sustainability, not only collaborates on verifiable initiatives but also takes measures to offset its emissions. The partnership with APU is valued by STOU as it aligns with their commitment to a sustainable future, according to STOU Acting President.

Meanwhile, APU Vice Chancellor expressed excitement about the collaboration, emphasising the use of technology to enhance accessibility and equity in higher education. The joint efforts will focus on creating innovative solutions that enable learners from diverse backgrounds and locations to achieve their academic goals.

The two parties also discussed a partnership for the upcoming International Conference on Digital Business, Society, and Economy (ICDBSE) in 2023. Organised by APU in collaboration with STOU (Thailand), Chitkara University (India), and the bbw Hochschule-University of Applied Sciences (Germany), the event will take place on 24 and 25 October 2023, in Kuala Lumpur, Malaysia.

With a strong emphasis on technology, the aim is to gather global experts and enthusiasts to share their ideas, research findings, and insights regarding the impact of digital technologies on business and society.

A diverse range of keynote speeches, presentations, and panel discussions will be featured and will delve into various aspects of the digital business and social landscape. Topics of exploration will include the influence of technology on innovation, entrepreneurship, governance, and ethics.

The signing of the Memorandum of Understanding (MoU) was conducted by the Acting President of STOU and the Vice Chancellor of APU. The ceremony was witnessed by the Acting Vice-President for Academic Services, Cultural Preservation, and International Affairs of STOU and the Deputy Vice Chancellor of APU.

The ceremony was also attended by the Head of International Affairs from STOU, the Senior Director of Administration and Human Resources from APU, and the Senior Lecturer/Programme Manager of the Digital Learning Hub from APU.

Exclusive! Succeed in The Digital Era with Cloud Communications

Cloud communications have revolutionised collaboration, enabling seamless interactions, enhanced teamwork and improved customer engagement. Leveraging cloud-based communication tools empowers companies to overcome geographical barriers, optimise operations and explore untapped growth opportunities.

Cloud communications offer significant advantages over traditional methods. Firstly, they provide scalability and flexibility, allowing businesses to easily adapt to changing communication requirements. Secondly, they are highly agile and cost-effective, whether it involves adding new users, expanding to new locations or integrating with other business systems.

One of the key benefits of cloud messaging is its ability to integrate multiple communication methods into a unified platform. Voice calls, video conferencing, instant messaging and email can all seamlessly work together, enabling workers to collaborate and communicate from any device, at any time, and from anywhere. This integration enhances efficiency, promotes teamwork, and facilitates informed decision-making.

Companies gain access to advanced tools and features through cloud communications, including intelligent call routing. This feature ensures that incoming calls are directed to the most appropriate person on the team, leading to improved customer service and reduced wait times.

With interactive voice response (IVR), call queueing and personalised greetings, businesses can provide exceptional customer experiences that feel professional and tailored to each individual.

Seamless integration with customer relationship management (CRM) systems allows for the smooth flow of information, empowering agents with access to client data and enabling them to deliver highly personalised service.

By leveraging all these capabilities, businesses can enhance their overall communication efficiency and deliver a better experience to their customers. These features ensure that every interaction with a customer is handled efficiently, enhancing customer satisfaction and reinforcing a positive brand image.

The OpenGov Tech Day on 8 June 2023 at The Westin in Jakarta, Indonesia was a high-level workshop for decision-makers to explore the latest trends and benefits of cloud technology across Indonesia’s public sector, business, education, financial services and healthcare sectors.

Opening Remarks

Mohit Sagar, CEO & Editor-in-Chief, OpenGov Asia acknowledges that Cloud communications play a vital role in the digital era, enabling seamless communication and collaboration in technology-dependent organisations. “Innovative Unified Communications as a Service (UCaaS) solutions prioritise collaboration, integrating various tools into a centralised platform for enhanced productivity.”

Cloud communications offer feature-rich solutions with intuitive interfaces, facilitating easy adoption and delivering user-friendly experiences. They encourage broader adoption within organisations by providing simple implementation and streamlined processes.

Mohit believes that a user-friendly and intuitive user experience (UX) is crucial for driving the adoption of cloud communications within organisations. By prioritising intuitive UX design, organisations can remove barriers to entry and increase adoption rates, resulting in enhanced productivity, seamless collaboration, positive user feedback and user empowerment.

“Intuitive UX designs simplify onboarding and usage, increasing adoption rates among employees and stakeholders,” he further explains. “These designs offer user-friendly interfaces and streamline workflows, making it easy for users to start using cloud communications tools.”

They also improve productivity by streamlining tasks and reducing complexity. Features like drag-and-drop interfaces, contextual menus and customisable layouts empower users to work efficiently and focus on their tasks rather than struggling with the technology.

Seamless teamwork is made possible through an intuitive user experience that offers a suite of user-friendly communication and collaboration tools. Real-time messaging, seamless file sharing, and presence indicators elevate teamwork, empowering employees to effortlessly connect, share information, and collaborate with utmost efficiency.

A good user experience (UX) leads to positive user feedback, which in turn increases user satisfaction. Satisfied users are more inclined to advocate for the adoption of cloud communications solutions within their organisations, fostering wider acceptance and greater uptake of these tools.

According to Mohit, intuitive UX empowers users by providing them with the ability to tailor their communication and collaboration experiences. Through a range of customisation options, personalisation features and user-friendly settings, individuals can modify cloud communications tools to align with their specific preferences and work styles.

Cloud-native platforms are crucial for organisations to achieve rapid innovation in the digital era. These platforms enable agile development and deployment of new features, allowing organisations to quickly adapt to market demands.

The agility and flexibility required to scale solutions based on demand are provided by cloud-native platforms. These platforms also support the development of user-friendly interfaces and workflows, enhancing the overall user experience. Additionally, integration and interoperability with other cloud-based applications and services enable seamless collaboration and facilitate a smooth transition to cloud-native solutions.

In addition, video-first solutions are essential for enhanced communication, offering high-quality video conferencing, visual and blended multi-modal communication, and support for transformation projects. They adapt to the needs and preferences of different worker generations, driving effective collaboration and project outcomes.

In cloud communications, architectural extensibility plays a crucial role in meeting future requirements. It benefits service providers by fostering innovation and competitiveness, while also empowering third-party developers to create custom solutions that cater to specific needs. Additionally, architectural extensibility allows for cost-effective scalability for organizations, ensuring adaptability to evolving communication needs and providing a future-proof infrastructure that can grow and evolve alongside technological advancements.

“Cloud communications solutions need to meet both current and future prerequisites to enable successful implementation and adoption,” Mohit elaborates. “By addressing present needs and being adaptable to evolving requirements, these solutions enhance communication, collaboration, and productivity while remaining flexible to emerging technologies and changing business landscapes.”

Meeting current prerequisites is vital for a smooth transition to cloud communications. Solutions should align with existing infrastructure, integrate seamlessly with other systems, adhere to security protocols, and be user-friendly. By meeting these prerequisites, disruptions are minimised and organisations can ensure a successful implementation.

Cloud communications solutions must also adjust and adapt to changing requirements over time. Technology and business needs are constantly evolving and solutions need to be flexible and agile.

“By incorporating new features, technologies, and standards, these solutions can meet future requirements and keep pace with emerging trends,” Mohit concludes.

Welcome Address

Nathan Guy, Head of UCaaS, Asia Pacific, Zoom, highlighted the findings of a survey indicating that businesses globally made substantial technology investments during the pandemic, underscoring the importance of understanding customer and employee requirements.

However, despite this recognition, finding the right approach remains challenging, as the need for flexibility in technology stacks becomes crucial in the face of constantly evolving circumstances and ongoing economic uncertainty.

“The question of whether the future workplace truly brings improvement for teams and customers is an important one. At Zoom, we believe it does,” Nathan says. “But to be successful, there are three key areas that must the addressed.”

Firstly, evolving collaboration and productivity frameworks are crucial to keeping up with the changing dynamics of work. Secondly, fostering better personal connections within the workplace helps create a positive and engaged environment. Lastly, meeting the updated expectations of both customers and employees is vital for success.

A report highlighted the significant financial investment of S$15 billion per week in technology during the pandemic, emphasising the need to establish a strong foundation in the technology stack to gain a competitive advantage for the future, Nathan reveals.

Moreover, the future needs of a hybrid workplace must embrace Technology Infrastructure, Flexibility, Communications and Collaboration, Emotional Well Being, and Training and Development.

Voice is considered the foundation of digital transformation, Nathan observes, serving as a natural bridge between the physical and digital realms. “In an increasingly connected world, voice engagement should be at the core rather than the periphery. IP Voice offers affordability, ubiquity, and high-quality communication, making it a crucial aspect of cloud-based voice strategies.”

Voice remains critical for future work, both in terms of customer and employee engagement, and businesses continue to invest in this growing market. Organisations report improved engagement, increased productivity, and enhanced collaboration through the adoption of advanced customer service applications.

According to Nathan, legacy collaboration infrastructure is being replaced by cloud communications to meet the needs of hybrid and remote work. The integration of various collaboration features, including messaging, meetings, conferencing, team chat, and content sharing is crucial for enterprises’ digital aspirations.

A collaboration platform is built on core technology, offering communication and collaboration solutions tailored to different industries and departments. Zoom has invested significantly in AI to enhance the collaboration experience. Ultimately, the focus is on serving customers and helping them thrive in the new era of work.

Customer-facing teams face various challenges that need to be addressed. By empowering these teams to become subject matter experts, organisations can provide customers with personalised and enhanced experiences.

Nathan reiterates that the goal is to bring product innovation together into a comprehensive solution that powers the modern workday for knowledge workers and teams, while also enabling better collaboration with external customers to drive business growth.

This encompasses employee collaboration, starting from checking calendars, chatting and emails in the morning, to meeting collaboration, casual collaboration through huddles, and concluding with phone calls. Similarly, customer collaboration includes marketing events, webinars, sales processes, and overall customer experience, all accessible through a single interface.

The focus is on maximising Customer Lifetime Value through the synergy between employee experience (EX) and customer experience (CX).

“While customer service leaders recognise the importance of consistently delivering good experiences, only a third of customers feel that customer service organisations are improving,” Nathan shares. “Losing a significant percentage of customers due to bad experiences can severely harm a business.”

Studies indicate that customer expectations have risen over the years, making it crucial for businesses to shift quickly and excel in CX. This highlights the challenge of meeting customer needs in an uncertain environment while facing resource constraints.

Nathan spoke about a Global CX Excellence Report which identified six pillars of CX excellence: personalisation, trust, minimising customer effort, meeting expectations, resolution and empathy. “Meeting these customer expectations requires holistic thinking and cross-team collaboration.”

The six pillars of CX excellence identified by the Global CX Excellence Report are personalisation, trust, reducing customer effort, meeting expectations, resolution, and empathy, Nathan has also stressed. Personalisation, empathy, and minimising time and effort are among these that are particularly important. It takes cross-team cooperation and comprehensive thinking to meet these client expectations,” says Nathan.

Jayraj Nair, Customer Experience Lead-ASEAN, Zoom acknowledges that to redefine and transform the CX and EX, it is important to address the challenges of siloed teams and disconnected tools. According to reports, a total experience approach is vital and 60% of large enterprises are expected to adopt this by 2026.

To deliver consistently good customer experiences, it is essential to bring together employee productivity and CX strategies. By combining these two elements effectively, businesses can create a harmonious and seamless interaction between the company and its customers, resulting in enhanced customer satisfaction.

Organisations that provide a total experience, connecting employees and customers, are projected to outperform competitors in satisfaction metrics by 2024.

Employee productivity refers to the efficacy and efficiency with which employees carry out their duties within an organisation. When employees are productive, they can provide customers with superior service and support, ensuring that their requirements are met promptly and satisfactorily.

Similarly, CX strategies involve the planning and execution of initiatives designed to improve the overall consumer experience when interacting with a company. This includes personalised communication, streamlined procedures, user-friendly interfaces and effective problem resolution.

Zoom offers a comprehensive CX + EX platform that seamlessly integrates employee and customer experiences, says Jayraj. This unified experience is made possible by leveraging the end-to-end capabilities of the Zoom platform, allowing customers to access the desired functionality from the cloud when and where they need it.

“The introduction of the Zoom Contact Centre is seen as an exciting innovation that drives loyalty and retention through prompt and personalised customer interactions,” Jayraj explains. “With Zoom handling the heavy lifting, organisations can focus on their employees and customers.”

Closing Remarks

Nathan expressed his gratitude for the participants’ valuable time and their active participation in the Lego-building exercises. He also acknowledged their insightful comments, which added depth to the discussions.

He reiterated the importance of prioritising customer service and stressed the need to consistently provide a positive experience throughout the entire organisation. By maintaining a customer-centric approach, businesses can build strong relationships, foster loyalty, and achieve long-term success.

Nathan shared that Zoom has transformed from a simple application into a comprehensive platform and highlighted the significant business value that comes with utilising Zoom’s diverse range of solutions. These include Zoom Phone, telephony, team chats and meeting rooms that offer businesses a holistic communication and collaboration experience, enabling seamless connectivity, efficient team communication, and productive meetings.

“These solutions can be integrated and readily used for immediate benefit,” he confirmed.

In addition, Nathan emphasised the importance of each step in developing a customer experience strategy. This includes incorporating web chat, video, phone capabilities and other relevant tools. The focus is on providing the right tools to serve both internal and external customers, to enhance the user experience (UX) and customer experience (CX). By aligning these experiences seamlessly, businesses can ensure that interactions with customers are efficient, effective and ultimately satisfying for all parties involved.

Mohit acknowledged the significance of technology partnerships in driving innovation, accelerating development and fostering success across various industries.

By collaborating with external technology partners, businesses can access specialised expertise, leverage cutting-edge technologies and combine resources to create innovative solutions and stay competitive in the rapidly evolving market landscape.

These partnerships enable organisations to tap into a broader ecosystem, unlocking new opportunities and facilitating growth in their respective industries. Moreover, having access to new consumer segments, geographic regions, or industry verticals, technology partnerships offer opportunities for market expansion.

By combining concepts, research, and development efforts, partnering with technology experts can expedite innovation. The pooling of resources, talent, and perspectives frequently accelerates the development of innovative products and services.

“Partnerships can play a crucial role in helping businesses penetrate markets more efficiently by leveraging existing networks and gaining access to a larger client base, “Mohit concludes. “This allows for accelerated market entry, increased brand visibility and enhanced market reach, ultimately contributing to the growth and success of the involved companies.”

Unveiling Singapore’s Digital Connectivity Blueprint

Singapore’s Minister for Communications and Information, Josephine Teo, unveiled Singapore’s Digital Connectivity Blueprint (DCB), which establishes the orientation for Singapore’s digital connectivity’s next frontier.

Singapore’s Infocomm Media Development Authority (IMDA) partnered with a cloud computing company to launch a Joint Innovation Centre (JIC), a first-of-its-kind in Southeast Asia and appointed 18 high-potential tech professionals as SG Digital Leaders under the SG Digital Leadership Accelerator.

The Blueprint was created in collaboration with the Advisory Panel on Digital Infrastructure, which is co-chaired by Dr Janil Puthucheary, Singapore’s Senior Minister of State, Ministry of Communications and Information, and other industry partners. It outlines strategic priorities and moves into new frontiers to stay ahead of the curve.

Reports cited that Singapore will continue to invest ahead of demand and plan holistically for the whole digital infrastructure stack, including hard infrastructure, physical-digital infrastructure, and soft infrastructure, to guarantee that the digital infrastructure is future-ready.

The nation is committed to staying ahead of the competition by expanding digital connectivity to provide better lifestyles and new opportunities for people and businesses. Hence, Singapore will increase its focus on the following strategic priorities:

Provide enough capacity for underwater cable landings to double in the next ten years.
Within the next five years, build seamless end-to-end 10 Gbps domestic connectivity.
Ensure digital infrastructure has world-class resilience and security.
Create a roadmap for the expansion of new Green Data Centres and push the sustainability envelope.
Increase the use of the Singapore Digital Utility Stack to broaden the benefits of smooth digital transactions.

Also, Singapore will make movements in more fledgling and frontier areas to capitalise on future opportunities:

Push for a Quantum-safe Singapore within the next ten years.
Lay the groundwork for widespread autonomy.
“Green software” to reduce heightened computing by establishing a nascent ecosystem for sustainable software.
Use Low Earth Orbit satellite services to enable creative solutions in critical industries.

The Blueprint lays a solid foundation for Singapore to achieve better opportunities, stronger trust, and empowered communities.

In addition, Tan Kiat How, Singapore’s Senior Minister of State, Ministry of Communications and Information, met with the 18 Singaporeans designated as SG Digital Leaders from 16 companies. This is part of IMDA’s initiatives to develop Singaporean leaders in the ICT ecosystem for leadership roles in the digital economy.

The SG Digital Leaders are founders of high-growth tech start-ups, executives at large corporations (MNCs), and inventors creating world-changing technology. These executives come from a variety of backgrounds, lead regional teams, and have experience in Artificial Intelligence (AI), Machine Learning (ML), data, software, and engineering.

The JIC will provide exclusive access to the latest tech showcases and demonstrations, innovation methodology for successful adoption and deployment, and workshops for design thinking, among other things, to inspire corporates and public sector organisations to accelerate industry innovation and support the growth of promising start-ups.

Modern digital infrastructure is critical to Singapore’s growth and prosperity. Businesses and consumers may access information and services more easily with improved connections, boosting innovation and economic competitiveness.

Process automation and digitalisation increase efficiency and production while decreasing expenses while smart city solutions improve resource management and overall quality of life. A well-developed digital infrastructure ecosystem attracts investments and encourages digital economy growth.

Data-driven decision-making gives policymakers more authority. Singapore’s emphasis on contemporary digital infrastructure positions it as a digital age global leader prepared for long-term growth and development.

India Bridging the Digital Divide with Nationwide 4G/5G Services

The Union Cabinet, chaired by Prime Minister Narendra Modi, has approved the third revival package for the Bharat Sanchar Nigam Limited (BSNL), which encompasses the provision of 4G/5G spectrum through equity infusion. The package for BSNL amounts to a total of IN 890.47 billion (around US$ 10.7 billion), according to a press release. BSNL is a central public sector undertaking (CPSU) headquartered in New Delhi. It operates under the Department of Telecommunications.

The authorised capital of BSNL will be increased from IN 1.5 trillion (US$ 18 billion) to IN 2.1 trillion (US$ 29.4 billion). The revival package will enable BSNL to become a stable telecommunication service provider with a primary focus on delivering connectivity to the most remote regions of India.

The spectrum allotment for BSNL brings a range of benefits and opportunities for the company. With this allocation, BSNL will be able to offer nationwide 4G and 5G services, bridging the digital divide in the country. It will enable BSNL to extend 4G coverage to remote villages as part of various connectivity initiatives. Additionally, the company will be able to provide Fixed Wireless Access (FWA) services, delivering high-speed internet connectivity. Moreover, BSNL will have the capacity to offer services and spectrum for Captive Non-Public Networks (CNPN), catering to specific organisational needs.

In 2019, the government gave its approval for the initial revival package for BSNL/MTNL. The package amounted to IN 690 billion (US$ 8.3 billion) and played a significant role in addressing the challenges faced by BSNL/MTNL, ensuring the stability and continuity of operations.

In 2022, the government approved the second revival package for BSNL/MTNL, which amounted to IN 1.64 trillion (US$ 19.8 billion) and encompassed various provisions to strengthen their financial position and operational capabilities. The package included financial support for capital expenditure (capex), viability gap funding for rural landline services, financial support for de-stressing the balance sheet, and the settlement of Adjusted Gross Revenue (AGR) dues. Additionally, the merger of Bharat Broadband Network Limited (BBNL) with BSNL was also part of the package, aiming to optimise resources and improve overall efficiency.

As a result of the two revival packages, BSNL has experienced a positive turnaround in its financial performance. Starting from the fiscal year 2021-22, BSNL has managed to generate operating profits, marking a significant achievement. Furthermore, the total debt of BSNL has reduced from IN 329.44 billion (US$ 3.9 billion) to IN 222.89 billion (US$ 2.6 billion).

BSNL has witnessed remarkable growth in the home fibre segment, with a consistent increase in new connections. Currently, BSNL is adding over 100,000 new connections each month. As of May 2023, the total home fibre subscriber base of BSNL stands at 3.088 million. The revenue generated from home fibre services last year amounted to IN 20.71 billion (US$ 250 million).

Telecom technology is a critical domain with only a few global providers offering end-to-end solutions. In line with the Prime Minister’s vision, India has successfully developed its own 4G/5G technology stack. The deployment of this indigenous technology has already commenced, and after a few months of field deployment, it will be swiftly rolled out nationwide on the BSNL network.

Vietnam’s Push for E-Invoice Adoption Driving Digital Transformation

The taxation sector is actively working towards the goal of having 70% of enterprises and business households transition to using e-invoices generated from cash registers by the end of this year. This initiative was launched on 15 December 2022. The promotion of e-invoices is a key task of the tax sector in its attempt to digitally transform businesses, financial agencies, and state departments.

As per the directives of the General Department of Taxation, tax departments have been urged to achieve specific targets for e-invoice adoption. These targets include reaching 30% by the end of the second quarter, 50% by the end of the third quarter, and 70% by the end of the year. In major cities such as Hanoi, Ho Chi Minh City, Hai Phong, and Quang Ninh, the requirement is a 100% adoption rate for dining and restaurant services.

By late May, a total of 18,963 businesses had completed the registration process to utilise e-invoices with tax codes generated from cash registers. According to the head of the Vietnam Academy of Finance’s Tax and Customs Department, expanding the use of e-invoices from cash registers plays a crucial role in enhancing the monitoring capabilities of tax authorities. This, in turn, leads to more efficient and equitable tax management by facilitating better oversight of the supply of goods and services offered by businesses.

Attention has been paid to solving obstacles related to policy, professional process, and the application of software in the scheme; as well as enhancing communication campaigns to raise taxpayers’ awareness of the benefits of using e-invoices generated from cash registers.

Ho Chi Minh City is among the three localities chosen for piloting the use of e-invoices. However, despite more than two months of implementation, the number of taxpayers who have successfully registered in the city has remained relatively low. As of 26 February of this year, the total number of registered taxpayers reached only 278.

Based on a preliminary survey, Ho Chi Minh City has identified 266 enterprises and 5,268 business households that fall within the scope of the scheme. These entities include trade centres, supermarkets, restaurants, hotels, and entertainment service providers. They have been identified as the primary targets for the implementation of the initiative.

Last year, the Minister of Finance said that e-invoices are crucial in creating a transparent and fair business environment, more streamlined administrative processes, and higher productivity. They are an integral part of Vietnam’s national strategy for digitalisation. The Ministry’s e-invoice project significantly improves the level of transparency and effectiveness while helping cut costs and improve the business environment.

Promoting the use of e-invoices is part of the government’s plan to build a digital society and economy. In 2020, Vietnam kicked off a national digital transformation programme, under which the country would renovate the management and administration activities of the government, the production and business activities of enterprises, and the overall way of living and working. It is working to develop a safe, humane, and wide digital environment. The national digital transformation programme has the dual purpose of both developing the digital government and economy and establishing Vietnamese digital businesses with a global capacity.

Exclusive! Enhancing Omnichannel Customer Experience Through AI-Driven Personalisation and Digital Satisfaction

In an increasingly digital landscape, customer experience has emerged as a vital differentiator for businesses in every industry. As multichannel interactions continue to rise, customers increasingly seek personalised experiences that seamlessly connect across multiple touchpoints.

To meet evolving customer expectations, corporate digital satisfaction strategies are leveraging AI-powered personalisation to enhance the omnichannel consumer experience. By harnessing the power of AI, organisations can analyse vast volumes of customer data to gain valuable insights into individual preferences, behaviours and needs, enabling tailored solutions.

Machine learning algorithms allow companies to offer personalised recommendations, product suggestions and targeted promotions to customers across multiple channels, including websites, mobile applications, social media platforms and in-store interactions.

AI-powered chatbots and virtual assistants play a pivotal role by leveraging natural language processing and machine learning techniques to accurately comprehend and promptly respond to customer inquiries in real-time.

Chatbots increase customer service efficiency and response times by delivering immediate and accurate assistance. They may answer basic questions, provide product information, process transactions and even address problems, creating a smooth and frictionless client experience.

Additionally, AI technologies provide sentiment analysis, which enables organisations to assess client emotions, views and levels of satisfaction across numerous digital platforms.

Organisations can acquire important insights into customer sentiment by analysing customer feedback, reviews, and social media interactions and adapting their strategies accordingly. This assists in identifying areas for improvement, responding to customer issues, and proactively improving the entire customer experience.

Personalisation at this level delivers a more engaging and relevant customer experience, enhancing customer happiness and loyalty.

The OpenGov Breakfast Insight on 7 June 2023 at the Westin Jakarta, Indonesia, centred around delivering prompt, accurate and highly tailored customer experiences that drive loyalty through cutting-edge conversational AI and machine learning intelligence.

Opening Remarks

Mohit Sagar, the CEO and Chief Editor of OpenGov Asia, emphasises the importance for businesses to effectively collaborate with the rapidly evolving field of artificial intelligence in today’s era.” Harnessing the benefits of technology and leveraging advancements in AI to enhance efficiency for both users and businesses entails tweaking or even doing away with conventional methods.”

The swift advancement of technology, coupled with the pivotal role of artificial intelligence (AI), has greatly contributed to boosting business productivity. Moreover, the pandemic brought about a paradigm shift in consumer behaviour within Indonesia, compelling 17.5% of traditional offline shoppers to venture into the realm of online shopping.

Consumers have embraced a wide range of online sales channels, including marketplaces, social media platforms, and websites. Notably, the proportion of consumers who exclusively engage in online shopping has surged from 11% before the pandemic to 25.5% in early 2021. Remarkably, post-pandemic, a significant majority – 74.5% – of consumers still exhibit a preference for online shopping, favouring it over offline alternatives.

To enhance customer satisfaction, the adoption of multi-channel strategies has become increasingly crucial. There are five key ways through which businesses can effectively enhance multi-channel customer satisfaction:

Data-driven personalisation (AI). When a business offers personalised experiences, such as the ease of accessing service information both online and offline, it indirectly creates a sense of being well-served among consumers.

Consumer data. Insights gained from data play a pivotal role for businesses, enabling them to understand the habits and behavioural patterns of their customers. By integrating consumer data from various sources, businesses gain a valuable understanding that facilitates informed decision-making and allows for the creation of targeted strategies in the future, tailored to the specific needs and preferences of their target consumers

Personalisation. Businesses should prioritise delivering tailored customer service, ensuring that consumers do not have to endure lengthy waiting times to obtain essential business-related information. One effective approach is to enhance chatbot or virtual assistant capabilities through the integration of AI technologies.

Revenue Innovation. By analysing consumer habits and patterns, businesses can make informed decisions that align with consumer interests. This understanding enables businesses to foster innovation and create diverse revenue streams, thereby driving revenue growth.

AI adoption. In the digital technology-driven world of today, businesses that fail to leverage artificial intelligence to enhance productivity risk losing out to their competitors. However, by effectively utilising AI and embracing innovation, businesses can transform themselves into consumer-oriented enterprises, propelling their growth and success to new heights.

Mohit believes in the present digital era, multi-channels not only boost consumer satisfaction and foster loyalty but also enable businesses to reduce costs and drive revenue growth. By offering customers many avenues to engage and make purchases, businesses can cater to diverse preferences while simultaneously streamlining operations and maximising their financial outcomes.

While AI-based multichannel strategies offer numerous benefits and advantages in enhancing business productivity, it is essential to acknowledge that there are challenges associated with their implementation.

An essential aspect for businesses implementing AI-based multichannel strategies is the responsible collection and use of consumer data. Handling and managing customer data across various channels necessitates strict measures to ensure data privacy and security, complying with regulations.

Unfortunately, there are instances where some businesspeople may not prioritise the protection of this data, which can have detrimental effects on both consumers and the integrity of the company itself.

Data leaks, such as those involving health or financial information, are of great concern among consumers. In light of these challenges, companies must adopt a proactive approach to address and overcome such issues, prioritising robust measures to safeguard sensitive data and ensuring the trust and confidence of their customers.

Similarly, companies should allocate a portion of their earnings towards building a skilled technological workforce capable of efficiently and effectively implementing strategies. However, it is important to acknowledge that companies, especially startups, may encounter challenges in achieving a quick return on investment (RoI) within a short time frame.

Additionally, it is necessary to have an in-depth understanding of customer needs and behaviour before implementing effective AI-based customer satisfaction. Companies must invest in consumer research and analysis for implementation to get maximum results.

“When implementing AI-based personalisation and digital satisfaction strategies, it is crucial to consider and plan for the challenges that may arise,” Mohit concludes. “By proactively addressing these challenges and having a well-thought-out implementation plan, businesses can increase the likelihood of successful execution and avoid common potential problems.”

Welcome Address

Nathan Guy, Head of UCaaS, Asia Pacific, Zoom, highlighted the findings of a survey indicating that businesses globally made substantial technology investments during the pandemic, underscoring the importance of understanding customer and employee requirements. However, despite this recognition, finding the right approach remains challenging, as the need for flexibility in technology stacks becomes crucial in the face of constantly evolving circumstances and ongoing economic uncertainty.