Humanising technology: Lessons from the frontlines of public service innovation

This article utilises AI-generated data from Snapsight and Sparks.  

In an era where artificial intelligence (AI) and automation dominate headlines, a recent panel discussion at the Festival of Innovation 2025 offered a refreshing perspective on leveraging technology in the public sector.  

The diverse panel - featuring leaders from social services, community care, tourism, and customer experience technology - converged on a critical theme: the importance of maintaining humanity in our increasingly digital world. 

Lesson 1: Embrace AI as a complement, not a replacement 

"It is not a binary issue," emphasised Anjan Ghosh, Group Director, Capability Group, National Council of Social Service (NCSS).  

"We need to look at it from what is the complementary value. How can it supplement my work, but still maintain the ethos of that customer experience?" 

This sentiment was valid for social service sectors. From counseling services available in the wee hours via AI-powered platforms to robots conducting exercise sessions in nursing homes, technology is expanding the reach and capabilities of human service providers, Ghosh said.  

The key is to view AI not as a replacement for human touch, but as a powerful tool to enhance and extend it, he added. 

Takeaway for public officers: Implement AI and automation strategically to augment human capabilities, not to replace human interaction entirely. 

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Lesson 2: Prioritise empathy in digital transformation 

Guillermo Carreño Manzano, Enterprise Sales Leader, ASEAN, Zendesk, shared a poignant example from the early days of the COVID-19 pandemic.  

When tasked with powering Singapore's TraceTogether app, his team faced a critical challenge: "It needs to remain empathetic," they were told. "There's a lot of anxiety and we need to be able to respond in a very empathetic way." 

Their solution? Leveraging AI for sentiment analysis to understand the emotional context behind each citizen inquiry, enabling more compassionate and tailored responses.  

This approach demonstrates how technology, when thoughtfully applied, can actually enhance rather than diminish the human element in public service. 

Takeaway for public officers: Design digital services with empathy at the forefront, using technology to better understand and respond to citizens' emotional needs. 

Lesson 3: Adopt a "test and learn" mindset 

Perhaps the most provocative advice came from Mohamed Farouk Bin Mohamed Ismail, Director, IT, Innovation & Digitalisation Division, Agency for Integrated Care (AIC), Singapore: "Just do it. Ask for permission later."  

While this approach may raise eyebrows in traditionally risk-averse public sector environments, it speaks to a broader need for agility and experimentation in the face of rapid technological change. 

This doesn't mean throwing caution to the wind. Rather, it's about creating safe spaces for innovation within ethical boundaries.  

As Mohamed noted, there are emerging technologies - like AI that allows conversations with deceased loved ones - that push the boundaries of what's possible and raise important ethical questions.  

The public sector must be prepared to grapple with these issues proactively. 

Takeaway for public officers: Foster a culture of responsible innovation, encouraging calculated risks and learning from both successes and failures. 

In conclusion, as we navigate the complex intersection of technology and public service, let's remember Teo Li Li, Director, Digital Business Enablement, Sentosa Development Corporation (SDC)'s sage advice: "Always put the user at the center."  

By keeping citizens' needs and experiences at the heart of our innovation efforts, we can harness the power of technology to create truly transformative public services - ones that are not just efficient, but deeply human. 

You can watch the FOI panel recording on demand here.