News : Government Agencies Eyeing Technology That Customises User Experience
Singapore, May 28, 2014 -- Next year, anyone who has called the Manpower Ministry’s Contact Centre before could be greeted by name, and by an officer who already knows his profile through previous interactions with the ministry.
The centre would be equipped with technology that can analyse callers’ speech to provide insights into their behaviour and needs, and direct commonly asked questions to self-help platforms. Other technologies will help the centre understand customers’ language and adapt to their needs after repeated interaction.
Such "agile" approaches — using software and tools that can learn and adapt based on user behaviour and feedback — could be adopted by more government agencies this year, under plans laid out by the Infocomm Development Authority of Singapore (IDA). The authority announced yesterday that about 380 infocomm tenders will be called for this financial year.
A bulk tender exercise called recently will see 12 firms providing agile software development services to all public agencies, said the IDA. Another three will provide agile tools, comprising software.
Tenders will also be called in areas such as cybersecurity, infrastructure and system development and maintenance, as well as data and analytics, cloud and mobile services.
The IDA’s announcement followed President Tony Tan’s address earlier this month, which touched on the Government’s plan to make Singapore a smart nation with safer, cleaner and greener urban living, more transport options, better care for the elderly at home, more responsive public services and more opportunities for citizen engagement.
Other projects that will be tendered out this year include mobile-based eServices from the Law Ministry that will allow users to check the status of a trust case, where there is a dispute over the ownership of the property placed in the trust, or to find out their eligibility for legal aid using mobile devices.
The Singapore Land Authority’s directory eServices portal will also be revamped to improve accessibility to its products and services.
Speaking at an industry briefing yesterday on the authority’s plans for a smart city, IDA managing director Jacqueline Poh said the Government is using technologies such as data and analytics to anticipate and better respond to citizen needs, allocate resources more efficiently and develop improved and smarter citizen e-services.
"Technology is moving extremely quickly," she added. "The rate that people expect to see changes being made, that new technology (is being) adopted, is lightning speed. We can no longer wait for two years, three years for an enormous system to be ready. It may have to be ready in phases."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Expect Shrinkage
Published: Thursday, May 29, 2014
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Teleperformance is a global provider of customer experience management in terms of revenue and global scale. We are the industry leader in security and our management has over 30 years of experience w...
ConSol Limited is a provider of Contact Centre services, Customer Management Solutions and Business Process Outsourcing (BPO) to the Information Communication Industry in West Africa. ConSol bridges t...
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interact...