One platform to rule them all for Singapore’s island resort

The allure of an island getaway remains strong even when the weather plays spoilsport.  

Thanks to artificial intelligence (AI)-powered itineraries, visitors can enjoy their day in an activity-filled island getaway without worrying when the sun will peak from behind the clouds.  

Sentosa Development Corporation (SDC)’s Divisional Director of Digital Technology Transformation, Gary Ng, says this AI-driven personalisation will play a key role in transforming the visitor experience at the island resort.  

Sentosa recently launched its generative AI (GenAI) chatbot, Summer AI, to support guests by offering recommendations, concierge services and multilingual assistance to create a more intuitive and customised visit, he adds. 

Based on real-time data on visitor preferences, the weather and crowd levels, AI helps to create hyper-personalised experiences for visitors.  

A key enabler to realising Sentosa’s AI ambitions is the One Sentosa Platform (OSP), a middleware that bridges its different tenants’ operational systems into a unified digital ecosystem. 

Speaking to GovInsider, Ng explains how OSP enables Sentosa to tap on emerging up and the need to harmonise digital with the human-centred nature of the tourism industry. 

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API gateway and microservices architecture

While microservices break down an application into smaller and independent services, API gateway – in the case of OSP - acts as a single entry point for users to access the different microservices. 

SDC's Director of Digital Transformation and Business Enablement, Teo Li Li, previously shared with GovInsider that Sentosa’s experience with the API gateway and microservices architecture showed “how powerful it can be to create flexible, integrated systems that can evolve with changing needs.” 

Data is king when it comes to effectively leveraging on AI and machine learning (ML). 

Ng says that OSP helps overcome key challenges such as integrating legacy systems, enabling data exchange across systems, ensuring security and compliance, and aligning stakeholders. 

The factors of success, he adds, include adopting standardised APIs to ensure system compatibility and seamless integration, establishing common data models and maintaining a strong security framework.  

“A user-centric design approach and ongoing stakeholder engagement were crucial in ensuring smooth adoption and implementation,” he explains. 

A prime example of the OSP's impact, according to Ng, is the Straight-to-Gate system. 

Before the OSP, Sentosa's ticket purchase process involved an extra step: exchanging a Sentosa-issued ticket for an attraction entry pass, often leading to guest inconvenience.  

By unifying the various island partners’ systems, the OSP now allows guests to receive their entry tickets directly via the MySentosa mobile app, eliminating this friction. 

The team feels that this system is particularly beneficial for international guests who may be less familiar with the local ticketing processes.  

“This approach streamlines operations, allows real-time data synchronisation across different systems, and improves collaboration among stakeholders, creating a smoother, more personalised experience for guests,” he adds. 

Digital and physical accessibility 

While OSP provides the essential backend support, the MySentosa app is the front end used by visitors to navigate the island in a simpler way. 

Aside from consolidating all tickets purchases, the app also provides personalised recommendations, navigation, real-time updates, and exclusive offers in the island, he says. 

To ensure digital accessibility, the team also makes it a point to incorporate user-friendly interfaces compatible with different screens, adjustable text sizes and high-contrast modes to support visually impaired users.  

Summer AI has also been incorporated into the digital platforms to provide real-time support for users who find it difficult to navigate or access information. 

To track the impact of its digital platforms, he says the team measures the user engagement rates by monitoring interactions with features like AI chatbots, customer satisfaction scores (CSAT) and net promoter scores (NPS) from post-visit surveys, as well as app retention and active users by tracking how often guests return to use the app before and during the trip. 

The team continues to avail physical, on-site ticketing and information counters, as well as guest service ambassadors, for visitors who prefer to engage in-person.  

Island resort as an innovation testbed 

Ng shares that the world’s first outdoor 5G-enabled extended reality (XR) experience has been tested at Fort Siloso Sentosa in May 2023. 

This was part of the broader 5G@Sentosa testbed to trial 5G-enabled solutions to improve operational efficiency and enhance citizen service delivery.  

Aimed at advancing Singapore public sector’s adoption of 5G technology ahead of the nationwide rollout, the testbed is a public-private sector partnership led by GovTech Singapore, SDC and Singtel.  

The trial was one of the 30 trials carried out by more than 10 public agencies, focusing on sectors like construction, healthcare, manufacturing, and tourism, he adds. 

Moving forward, SDC will prioritise guest-centric solutions, eco-friendly practices, as well as responsible tech solutions when it comes to harnessing more of such innovations. 

“To align with our goals, we focus on enhancing the guest experience with personalised, smart solutions like AI-driven recommendations and digital concierge services.  

“We also prioritise operational efficiency, seeking technologies that streamline processes, reduce manual workloads, and improve resource management,” he explains. 

SDC recently clinched the Digital Economy Award at GovInsider's Festival of Innovation awards.