Dr Zhao Wanting, Assistant Director, Lead of Data Scientist, National Healthcare Group (NHG), Singapore

1. How do you use technology/policy to improve citizens’ lives? Tell us about your role or organisation. 

At the National Healthcare Group (NHG), a leader in Singapore's public healthcare, I serve as the Lead Data Scientist and Assistant Director.

My role focuses on leveraging technology to enhance healthcare workforce management, which directly impacts the quality of patient care and, by extension, citizens' lives. 

I use data science and AI to drive HR automation and digital transformation across Group HR. A key initiative is our Attrition Predictive Model for nurses.

This machine learning model identifies nurses at risk of leaving, enabling timely interventions and optimising workforce planning. This not only improves staff retention but also ensures consistent, high-quality patient care. 

During the COVID-19 pandemic, I led strategic data analysis for the Multi-Ministry Taskforce at the National COVID-19 Testing Operations Center.

This work informed critical decisions on testing strategies and resource allocation, contributing to Singapore's effective pandemic response. 

Furthermore, I've established an HR analytics and automation community across NHG institutions, fostering innovation in people management practices.

This initiative facilitates knowledge sharing on the latest tech and AI applications in HR, driving continuous improvement in our healthcare workforce management. 

Through these initiatives, we're using technology to address critical public sector challenges, ultimately aiming to add years of healthy life to the citizens we serve. 

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2. What was the most impactful project you worked on this year? 

The most impactful project I led this year was implementing Robotic Process Automation (RPA) across NHG's HR processes. We trained 51 HR staff in RPA technology, resulting in 23 projects.

To date, 11 of these projects have been implemented, ranging from automating onboarding emails to reminding staff about vaccination status, saving more than 200 hours monthly.

Beyond efficiency gains, this initiative has catalysed a transformation in our HR operations, fostering a culture of innovation and continuous improvement.

It has enhanced cross-institutional collaboration through shared RPA solutions.

This project exemplifies our strategy of leveraging technology in public healthcare to streamline operations and upskill our workforce.

Its success has paved the way for exploring advanced AI applications in healthcare administration, demonstrating the far-reaching benefits of technological adoption in supporting healthcare delivery. 

3. What was one unexpected learning from 2024? 

One unexpected learning from 2024 was the remarkable adaptability of our HR professionals in embracing RPA despite lacking tech backgrounds. Their eagerness to learn new skills led to significant improvements in HR processes.

By acquiring RPA skills, they automated repetitive tasks and streamlined workflows, enhancing departmental efficiency.

This experience highlighted technology's potential to drive positive change in HR and underscored the importance of continuous learning in fostering innovation.

It challenged my preconceptions about the tech-readiness of non-IT staff and revealed the untapped potential within our workforce when given the right tools and encouragement. 

4. What’s a tool or technique you’re excited to explore in 2025? 

In 2025, I'm particularly excited to explore Generative AI in HR.

This technology has the potential to revolutionize our approach to talent acquisition, employee engagement, and performance management.

For instance, Gen-AI can assist in creating personalised learning and development plans for employees, generating tailored content for training programs, and even enhancing recruitment processes by analysing candidate profiles and predicting fit.

Additionally, leveraging Gen-AI for data analysis can provide deeper insights into employee sentiment and organisational culture, enabling more informed decision-making.

I believe that integrating Gen-AI into our HR practices will not only improve efficiency but also foster a more engaging and supportive work environment. 

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5. Everybody’s talking about AI today – give us your hot take on AI and what it means for the public sector.

AI is redefining our Smart Nation vision, not just enhancing it. My hot take: AI should augment human decision-making in the public sector, not replace it.

It can help tackle complex issues like our aging population, healthcare accessibility more effectively. 

However, ethical implementation is crucial. We must guard against bias, ensure explainability, and maintain human oversight, especially in sensitive areas.

Prioritising workforce upskilling is also vital—not just in technical skills, but in critical thinking to work alongside AI. 

By balancing innovation with robust safeguards, we can leverage AI to strengthen Singapore's position as a global tech hub, improve citizens' lives, and set a model for responsible AI adoption in the public sector worldwide.

6. What are your priorities for 2025? 

My priority is to foster a culture of data-driven decision making, implementing advanced analytics tools to improve policy formulation and service delivery. 

7. What advice do you have for public sector innovators? 

Prioritise transparency and accountability in AI governance. Implement clear guidelines for explainable AI and algorithmic decision-making.

For example, create an AI Ethics Board to oversee projects and develop an AI impact assessment tool. This ensures AI decisions are explainable to citizens and potential risks are evaluated before deployment. 

8. Who inspires you today? 

My mother, a former Chinese Language teacher, continues to inspire me today, as she has throughout my life.

Her dedication to lifelong learning is remarkable - she achieved her bachelor's degree at 40 years old. What truly moves me is her resilience.

Despite developing a herniated disc that made walking difficult, she persevered, taking the bus to school to continue teaching. 

Her unwavering commitment and strength in the face of challenges inspire me daily. As a lead data scientist in healthcare, I often reflect on her example of persistence and dedication.

Her journey motivates me to embrace continuous learning, adapt to new challenges, and maintain dedication to improving healthcare through data and emerging technologies.

Her perseverance reminds me that with determination, we can overcome obstacles and make a meaningful impact.