Gin Wong, Chief Information Officer, Synapxe, Singapore

​​​​​​1. How do you use your role to ensure that technology and policy are truly inclusive?

My journey in public sector technology has always been guided by one belief: technology should bring people together, not leave anyone behind.

As CIO of Synapxe, I see every system we build and every policy we shape as an opportunity to make healthcare more human, more accessible and more trusted.

This belief shapes how I lead. Inclusion begins with understanding real people, so we design solutions with users rather than for them. Business stakeholders sit beside our teams from the start, helping us create tools that match the realities of their day.

We also embed strong principles around accessibility, data protection and responsible technology use. These guardrails ensure that our digital services remain safe, fair and respectful.

As people are the heartbeat of change, we place strong focus on preparing our workforce through training and change management.

When people feel equipped, they become confident participants in transformation.

2. What’s a moment in your career when you saw firsthand how technology or a new policy changed a citizen’s life for the better?

One of the moments that truly affirmed the purpose of my work came from a simple conversation with an elderly patient at a community event. She shared how HealthHub had changed her life.

Because she struggled with mobility, regular clinic visits were tiring and often stressful. But with HealthHub, she could check her lab results, view her appointment dates, receive medication reminders, make payments and access her medical records independently. She told me, “I feel less scared now. Everything I need is on my phone. I do not have to worry that I will forget something important.”

What moved me most was not the technology itself, but the confidence it gave her. She felt empowered — more in control of her health, more connected to her care team, and less anxious about managing chronic conditions on her own.

Every digital initiative, big or small, is ultimately about creating moments like this for our citizens.

3. What was the most impactful project you worked on this year, and how did you measure its success in building trust and serving the needs of the public?

One of the most impactful projects I led this year was Synapxe’s ServiceNow transformation. Before this effort, we had a specific workflow for each system.

Staff were challenged to track requests or understand where issues arise. By bringing more than thirty workflows into a single platform, we created transparency for everyone. Every request became visible, traceable and accountable.

Co-designing processes with business owners allowed us to build workflows that truly work for them. It allowed us to consolidate projects, risks, and assets into one reliable source of truth with transparency and consistency.

With that, trust naturally increased between IT and our business users.

4. What was one unexpected lesson you learned this year about designing for real people? This can be about a specific project or a broader lesson about your work.

Along the way, I learned one unexpected but important lesson. People do not resist change itself; they resist the change if they do not understand why.

When we involved users early, listened to their frustrations and refined solutions with them, they grew more open and confident. It did not matter whether they were a developer or business stakeholders.

When people feel heard, they take ownership. They stop being passive recipients and become active champions of change.

5. We hear a lot about AI. What's a practical example of how AI can be used to make government services more inclusive and trustworthy?

AI continues to be an important enabler in our work. Synapxe Tandem is a GenAI platform launched two years ago to empower all public healthcare professionals to explore, experiment, test and deploy GenAI applications at scale in a safe and secure environment.

Beyond this, we could explore the use of citizen testers to validate and refine AI logic. Their feedback helps surface real-world needs, reduce bias, and ensure that AI works intuitively for different user groups.

With safeguards like role-based access, audit trails and explainability, we show that innovation and responsibility can go hand in hand — and that co-creation with citizens is essential for building public trust.

6. How are you preparing for the next wave of change in the public sector? What new skill, approach, or technology are you most excited to explore in the coming year?

Looking ahead, we are preparing for the next wave of change by strengthening AI readiness in three areas: workforce capability, ethical governance and platform scalability.

I am especially excited about human-in-the-loop automation, where AI supports decision-making but human judgment remains central. This approach enhances professional expertise while keeping accountability strong.

At the same time, we are investing in clearer standards around inclusivity, transparency and compliance. These foundations ensure that innovation can scale safely.

7. What advice do you have for public sector innovators who want to build a career focused on serving all citizens?

For those who want to build a career serving citizens through technology, my advice is simple. Start with empathy. Understand the people behind the systems and policies.

Learn how to explain technology in a way that aligns with policy goals because trust is built in that connection. And surround yourself with people who think differently.

The best innovators are not only problem-solvers but bridge-builders who bring different perspectives together.

8. Who inspires you to build a more inclusive and trustworthy public sector?

I am inspired by the people who keep our public sector running - many of whom work quietly behind the scenes. The security engineers who keep our digital infrastructure safe, the nurses who care for patients through weekends and holidays, and the operational teams who ensure services never stop.

Their dedication reminds me that inclusion is about dignity, respect, and ensuring no one is left behind.

I am also inspired by the women in technology who mentor, advocate and uplift others. Their generosity in sharing knowledge and opening doors strengthens our ecosystem.

They show me that leadership is not just about influence but about creating space for others to rise.

9. If you had an unlimited budget, what would your dream project be?

I would create a National Digital Inclusion Lab where government, academia and industry come together to design solutions for groups who are underserved, from elderly citizens to persons with disabilities.

We would test ideas directly with users, refine them based on real needs and build technologies that adapt to people instead of forcing people to adapt to systems. True inclusion requires ground-up experimentation, courage and collaboration.

10. Outside tech, what excites you the most?

Outside of technology, I find energy in mentorship and community work. Whether through the Singapore Computer Society or the SPD Technology Advisory Panel, I enjoy helping others see technology as a force for empowerment. These experiences remind me that progress is shared, not owned.

Beyond work, I recharge through travel, artwork and hiking. These moments of reflection give me a fresh perspective, which often sparks new ideas.

In the end, everything comes back to people. Technology can only be trusted when it respects the communities it serves. And every innovation becomes meaningful when it strengthens care, confidence and dignity.

That is the journey I remain committed to by building a public sector that is inclusive, human-centred and ready for the future.