Tan Jie Yin, Senior Product Operations Specialist, Open Government Products (OGP), Singapore

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

I'm part of the Pair team at Open Government Products (OGP), where we build AI and large language model (LLM) powered tools for Singapore's public officers.

Our goal is to help these officers learn to interact with and harness these new technologies, improve their productivity and deliver better outcomes for citizens.

One of my key focuses is education and onboarding. I work with public officers across all levels, seniorities, and roles to help them understand how AI tools can transform their work.

This involves collaborating with teams across the government to introduce and integrate these technologies effectively.

As officers embrace these new technologies, they often discover innovative ways to solve problems in their work.

This shift is crucial in aiding transformation, moving away from the "this is how things have always been done" mentality to a more empowered mindset.

It enables officers to lead the transformation of government, finding new and better ways to accomplish tasks and serve citizens.

By enabling officers at every level to use AI technologies in their daily tasks, we're indirectly improving citizens' experiences with government services.

The benefits of AI and LLMs in public service may not be immediately obvious, but they can positively impact every citizen who interacts with our services, from faster turnaround times to more empathetic communications.

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

This year, our most impactful project was the introduction of custom assistants within Pair Chat.

This feature allows public officers to create LLM-powered bots for recurring workflows without any coding knowledge, truly democratising AI technology across government agencies.

The impact of this project is significant. Tasks that once took considerable time - from writing standardised reports to querying information - can now be completed in seconds and easily scaled throughout organisations.

We've seen adoption even in public healthcare, where doctors use these assistants to access information more efficiently, demonstrating the broad applicability of this technology.

What makes this project particularly powerful is how it aligns with our mission to empower public officers to drive change within their own organisations.

By providing an easy-to-use tool for creating AI-powered assistants, we're enabling innovation at all levels of government.

The potential of this project extends far beyond its current applications.

As public officers across various sectors harness this technology, we anticipate seeing novel solutions and efficiencies that will ultimately enhance public services.

I'm excited about the future possibilities this project opens up and the innovative ways our public officers will leverage this technology to improve government operations and citizen services.

3. What was one unexpected learning from 2024? 

One unexpected learning from 2024 was the importance of enjoying the journey, even amidst intense work periods and personal milestones.

This year, while our team was working tirelessly to launch the new custom assistants feature on Pair Chat, I was simultaneously planning my wedding and honeymoon.

In the midst of juggling these significant professional and personal events, I found myself caught up in the details, striving for perfection in every aspect.

It wasn't until after my wedding day that I realised I had become so entangled in the busyness that I'd nearly forgotten to step back and appreciate the process.

This experience taught me the value of pausing to marvel at our achievements, both personal and professional.

In the context of our work, it reminded me to take moments to appreciate the innovative ways our users were leveraging the new custom assistants feature.

It's easy to get caught up in the next task or the next improvement, but there's immense value in recognising and celebrating the impact of our work as it unfolds.

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

One key area to explore is the development of new techniques for injecting knowledge into LLMs.

This could lead to more accurate and reliable interactions, addressing current limitations.

The ability to easily inject LLMs with specific, up-to-date information could greatly enhance their utility across various domains, particularly in government and public service contexts where accuracy is paramount.

Another promising prospect is the application of LLMs in search technologies, especially for confidential or classified information sources.

Advancements in LLM-powered search could revolutionise how we access and utilise information within secure environments, potentially improving efficiency and decision-making processes across government agencies.

By enhancing the accuracy, reliability, and search capabilities of LLMs, new possibilities could be unlocked for improving government operations and service delivery to citizens.

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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.

While AI is often touted as a cure-all, the reality is more nuanced.

AI's true power lies in its ability to democratise technology, making it more accessible to a wider range of users.

The key to harnessing AI effectively in the public sector isn't about applying it indiscriminately, but rather understanding its strengths and limitations.

The most significant shift we're witnessing is public officers gaining a deeper understanding of AI and feeling empowered to implement changes within their own spheres of influence.

This understanding allows them to discern when and how to use AI tools effectively, leading to more targeted and impactful solutions.

AI isn't a universal solution, but when used thoughtfully, it can drive substantial improvements in public service delivery.

The focus should be on equipping public officers with the knowledge to leverage AI judiciously, enabling them to identify opportunities where AI can genuinely enhance their work and benefit citizens.

6. What are your priorities for 2025? 

For 2025, I'm focusing on two main priorities:

Professionally, I'm aiming to expand the adoption of Pair Chat's assistants feature across government agencies. The goal is to empower more public officers with this AI tool, enhancing their efficiency and effectiveness in serving citizens.

Personally, I'm prioritising family time and making the most of my last year in my twenties! It's about finding the right balance between driving innovation at work and enjoying life's moments.

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

Try, explore, and ask questions. Even if some paths lead to apparent dead ends, these experiences build your knowledge and experience. The act of trying itself is respectable and contributes to a culture of innovation.

It's your willingness to experiment and learn that often leads to breakthrough innovations in public service.

8. Who inspires you today? 

The Pair team is my greatest source of inspiration. They're an exceptional group of individuals - smart, kind, and incredibly passionate.

What truly sets them apart is how they function as a team, supporting each other through every challenge - even if it might not be part of their job descriptions.

In our space, we often face ambiguity and uncertainty. The team also navigates these complexities with a remarkable combination of grit and grace.

They tackle each challenge head-on, adapting quickly to new developments while maintaining a supportive and collaborative environment.

Their work, both within and beyond the team, showcases a level of dedication and innovation that's truly admirable!

This feature was made possible in partnership with Open Government Products (OGP).