How government-to-business platforms empower data-driven decision making

VISEO’s Business Director for Public Sector & Key Accounts, Asia, Zyron Goh, said that the journey of implementing G2B platforms in the public sector is intricate, necessitating a nuanced and adaptable strategic approach.

To subscribe to the GovInsider bulletin click here.

The promise and practical challenges of G2B platforms

Singapore has demonstrated a strong commitment to modernising its public sector and surpassing its counterparts when it comes to overall digital transformation, and Goh underlined that the implementation of such platforms has revealed several practical challenges that need to be overcome.

While G2B platforms are expected to simplify a myriad of processes – from license applications, approvals and information sharing, there is much to do when it comes to a seamless, single-window experience for businesses.

Designing and delivering a unified platform, as well as driving a “common consensus across agencies about sharing [and classifying confidential] information,” are the bigger challenges, as agencies do not have a holistic view of their business that they are servicing.

Addressing any innate reluctance, which may be deeply rooted in pragmatic and valuable concerns about security and data confidentiality, is key to removing impediments towards the intended efficiency goals of these platforms.

Goh pointed out that overcoming the reluctance to share data requires a concerted effort to build trust and establish clear protocols for data governance and security.

While technology facilitates the creation of G2B platforms, Goh added that the willingness to share information is crucial for its effective utilisation – and subsequently as agencies look to adopt artificial intelligence (AI) on a larger scale beyond pilots.

Strategic approaches to working with the public sector

This is where adopting an agile methodology becomes particularly beneficial.

By breaking down large-scale projects into smaller, more manageable segments and delivering results incrementally through proof-of-concepts (POCs), Goh noted that agencies can achieve tangible outcomes more rapidly.

GovTech’s Deputy Director (Policy, Strategy & Development), Yeo Yong Kiat, previously shared with GovInsider: “Here at GovTech, we believe that if you want to solve a problem, you break it down into smaller parts and tackle those that are easier to solve first.”

Singapore’s inclination towards sandboxes and hackathons where “test, fail and recover fast” approach also aligns with this need for agile adaptation.

But Goh acknowledged that “while operating in the public sector space, external [service providers] cannot stick to the traditional definitions of agile.”

He emphasised on taking a “hybrid agile” approach, which skillfully blends agile principles with the practical realities of the public sector.

What this means is strategically prioritising the tasks, aligning the innovations to business objectives, and a steadfast focus on achieving tangible outcomes.

For example, in supporting Fairprice Group – Singapore's largest supermarket chain – to adopt generative AI (GenAI), Salesforce and VISEO scoped the use of the 24/7 GenAI-powered chatbot to handle common requests for Fairprice, including rescheduling deliveries or updating order instructions.

In terms of tangible results, the chatbot now takes care of 80 per cent of the cases, freeing up human agents to tackle more complex customer issues.

The way forward

Despite the inherent challenges, the ongoing drive towards digital transformation remains crucial for Singapore's global competitiveness.

Goh highlighted that by proactively addressing the issues of information sharing, streamlining bureaucratic processes, and nurturing a culture that champions innovation, Singapore can fully harness the transformative potential of its G2B platforms.

The journey of working with public sector agencies requires a commitment to continuous learning and adapting to the needs and concerns of these agencies, he added.

Ensuring data residency and meeting stringent security requirements are paramount, particularly in the public sector.

Goh emphasised the importance of system flexibility to accommodate evolving requirements and the need for robust change management strategies to ensure smooth adoption of new technologies.