Sylvia Wong, Director, Digital & Integration Services, Synapxe, Singapore

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

As a Programme Director at Synapxe, my role is to harness technology to transform healthcare accessibility and delivery for citizens. Our goal is to create seamless, efficient, and proactive healthcare experiences through policies and innovative digital tools.

For citizens, we empower proactive health management via digital tools that simplify key areas such as appointment scheduling, medication refills, and payments. We support the Healthier SG program, which encourages individuals to take charge of their health, providing personalised health plans and tracking progress toward preventive care goals. Through HealthHub, we deliver a unified, user-friendly platform that connects residents with a wide range of health services.

For healthcare providers such as general practitioners, our applications are designed to streamline clinical workflows and enhance communication across healthcare systems. These tools enable providers to make informed decisions quickly, ensuring high-quality care. This not only enhances the productivity of healthcare providers but also ensures that patients receive prompt and accurate diagnoses.

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2. What was the most impactful project you worked on this year? 

The Healthier SG (HSG) programme has been a transformative initiative launched by the Singapore Ministry of Health.

Implementing IT systems for both residents and healthcare providers under this programme is a fascinating process of connecting the dots, as our aim is always to create a seamless and integrated healthcare ecosystem. As we extend the coverage of HSG to residents, we need to be aware of how components of the different systems interlock to create a cohesive and efficient healthcare experience.

Through HealthHub, we provide residents with a technology front door with intuitive access to HSG services, enabling them to schedule appointments, set health goals, and receive personalised recommendations. For Healthcare providers, we implemented streamlined clinical systems that support decision-making and encourage preventive care practices.

This holistic approach not only enhances the quality of care but also fosters a sense of shared responsibility towards health. It is a powerful example of how thoughtful system designs and collaborations can lead to meaningful changes.

3. What was one unexpected learning from 2024? 

Earlier this year, I had the fortune to witness the Northern Lights during this solar maximum period. The entire night sky was bathed in brilliant shimmering lights. Watching the awe-inspiring display, I was struck by the importance of being in the right place, at the right time, under the right circumstances.  

Similarly, in our work, successful deployment of a system or tool isn’t just about the technology, the alignment with the organisation’s culture, stakeholders’ buy-in, and operational readiness creates the “right conditions” for innovation to thrive.

Projects deployed in receptive environments saw exponential successes, while some others faced resistance despite their technical robustness. This reinforced the importance of investing in change management and cultivating readiness alongside technological innovation.

4. What’s a tool or technique you’re excited to explore in 2025? 

Personalisation will be a key focus in 2025 how we can guide users in their healthcare journeys – from preventive to chronic management – through applications or in customising user experiences.

By leveraging data analytics and AI, we aim to tailor experiences to meet individual user needs. Predictive analytics will enable adaptive interfaces and personalised content recommendations, while real-time insights will drive proactive healthcare management.

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5. Everybody’s talking about AI today – give us your hot take on AI and what it means for the public sector.

AI has become a transformative force, particularly in healthcare. One compelling use case is its potential in mental health for young adults. AI-powered tools can provide early detection of mental health issues, offering a lifeline through personalised support. Beyond diagnostics, AI can facilitate therapeutic experiences, like journaling, digital art creation, or music composition, offering engaging and creative outlets for emotional processing.

For the public sector, AI is a game-changer in delivering data-driven insights and optimising resources. It enables proactive public health strategies, enhances service delivery, and fosters greater citizen engagement. However, success depends on ethical implementation of the technology. Transparency, accountability, and robust safeguards are critical to building public trust, ensuring AI-driven solutions truly serve the greater good.

Another exciting frontier is Agentic AI, where AI agents collaborate autonomously to solve complex problems. In healthcare, this could revolutionise patient care by enabling faster decision-making and dynamic resource allocation. Personalisation, coupled with collaborative AI, will allow us to deliver more meaningful and impactful solutions to healthcare challenges.

6. What are your priorities for 2025? 

A key priority in 2025 is mentoring and fostering talents within my team. To equip them with the necessary skills sets and prepare them to be successful their current and future roles. By pairing new talents with experienced team members, and by encouraging open communication and creating an inclusive culture where everyone feels valued and respected. I am looking to them to spark innovations and fresh perspectives that will allow us to thrive and flourish in our rapidly evolving environment.

On a personal note, I hope to maintain balance through regular exercise, quality sleep, and quality me-time.

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

Effective public sector innovation begins with addressing genuine, validated challenges. Conduct thorough research, engage stakeholders, and ensure solutions are designed with empathy for the end-user.

Innovators should also adopt a holistic mindset, ensuring that policies, user training, and operational workflows align with the technology being introduced. Finally, embrace iterative development. Experimentation and refinement are vital to creating impactful, scalable solutions that stand the test of time.

8. Who inspires you today? 

Rafael Nadal is a tremendous source of inspiration for me. This year, he stepped away from the professional arena marking the end of a historic career spanning over two decades. His legacy is his resilience and humility. Despite being one of the highest paid sports athletes in the world, his behaviour on and off the court and how he handled situations on the court and tough situations are examples for all of us.

His story reminds me that success is not just about skills, but about the passion, resilience, and the will to keep going even when the odds are stacked against you. Rafael inspires me to approach challenges with courage and a commitment to continuous improvement, knowing that success often lies in pushing through adversity.

This feature was made possible in partnership with Synapxe.