Liau Yi Chin, Deputy Director (Innovation and Digital Media), National Library Board (NLB), Singapore

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

I head the Innovation and Digital Media team, which is part of the Technology Management Office, at the National Library Board that drives the adoption of new and/or emerging technologies to revolutionise library operations and services resulting in significant improvement in efficiency, user experience and overall modernisation of library services.  

One interesting project that I have spearheaded is the implementation of robot-assisted shelf reading at various NLB libraries, replacing manual processes.  This initiative has led to substantial manpower savings, allowing colleagues to focus on more strategic tasks and improving overall operational efficiency.

My team also organises Blackbox, a bi-annual internal innovation programme for staff to propose ideas and develop proof-of-concepts, nurturing a culture of innovation from within. The experimentation approach allows NLB to try out ideas in a nimble way, test assumptions and obtain evidence-based validation. 
 

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2. What was the most impactful project you worked on in 2024?

This year, the exploration of Generative AI to enhance the learning and discovery experience was impactful to me. Notable AI projects include StoryGen, a platform enabling the public to create AI-generated stories and Chatbook, an innovative service that transform books into interactive experiences. 

While such projects are indeed exciting and impactful, it was also important that we look at how we can use Gen AI in our service offerings, including in our Gen AI prototypes, in a measured way, and have implemented safeguards to ensure ethical and responsible use.

This means that all materials used for our Gen AI prototypes are within NLB’s copyright, appropriately licensed, or no longer under copyright. This project was recognised with the OpenGov Asia Recognition of Excellence Award 2024.

3. What was one unexpected learning from 2024? 

AI encompasses the broad range of innovations aimed at creating systems that replicate human capabilities. AI is a tool, not a threat.

Public agencies can embrace AI’s potential to improve services, decision-making and operations. 

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

Innovation is an ongoing process that occurs through action. Don't wait for the perfect innovation strategy.

The key is to initiate change now, and you will learn and improve through the journey, whether you succeed or fail.