Teo Li Li, Director, Digital Business Enablement, Sentosa Development Corporation, Singapore

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

At Sentosa Development Corporation (SDC), our mission is to enhance the guest experience through innovative technology and thoughtful policies.

As the Director of Digital Business Enablement at Sentosa Development Corporation, I lead initiatives that leverage cutting-edge technologies to enhance guest experiences.

We've implemented an API gateway with microservices architecture to create a seamless journey for our visitors.

This approach allows us to integrate various systems and services across Sentosa and our Island Partners efficiently. 

For example, we implemented Optical Character Recognition (OCR) in our MySentosa mobile app, achieving over 85% accuracy within 3 months of launch. This technology enables guests to effortlessly earn Islander points by scanning receipts.

The OCR system has been trained to recognise receipt amounts automatically, enabling guests to skip manual entries and enjoy a more streamlined process. This not only simplifies the process but also adds a layer of convenience that enhances their overall visit.

Our API gateway facilitates secure and efficient communication between the OCR service, the points system, and partner systems, ensuring a frictionless experience. 

Additionally, our straight-to-gate initiative, powered by our microservices architecture, enables guests to purchase tickets online and gain direct access to attractions without physical ticket exchanges.

This integration with our Island Partners' systems through the API gateway has significantly reduced wait times and improved the overall guest experience. 

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

The most impactful project this year was undoubtedly the straight-to-gate initiative. By leveraging our API gateway and microservices architecture, we integrated our web portal and ticketing engine with various aggregators and Island Partners' systems.

This allowed guests to purchase tickets from Sentosa's website and gain direct access to attractions without the need for ticket exchange. 

We rolled this out to five island partners, significantly enhancing guest convenience by eliminating queues and reducing wait times.

The microservices approach allowed us to develop and scale different components independently, while the API gateway provided a secure and efficient way to manage interactions between our systems and those of our partners. 

This initiative not only improved the guest experience but also reduced operational overheads at our partners' ticketing counters, allowing staff to focus on providing better service and support to guests. 

3. What was one unexpected learning from 2024? 

One unexpected learning from 2024 was the profound impact of fostering a culture of cross-functional collaboration on guest experience, particularly when combined with our API gateway and microservices architecture.

By establishing a tripartite cross-divisional platform between Sales, Marketing, and the Digital Technology Division, we broke down silos and improved communication. 

This collaborative approach, coupled with our flexible technical architecture, led to quicker issue resolution and more innovative solutions.

For instance, when implementing the OCR function in the MySentosa app, the cross-functional team could quickly identify and address integration challenges with various Island Partner systems, leveraging the flexibility of our microservices architecture to make rapid adjustments. 

This experience highlighted the importance of combining teamwork, open communication, and flexible technology infrastructure in driving organisational success and improving guest satisfaction. 

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

In 2025, I'm particularly excited to explore the integration of Artificial Intelligence (AI) and Machine Learning (ML) with our existing API gateway and microservices architecture.

We've seen great success with our current setup, and I believe there's potential to enhance it further with AI capabilities. 

For example, we could implement intelligent routing and load balancing based on real-time AI analysis of system performance and user patterns.

This could significantly improve the responsiveness and reliability of our digital services, especially during peak periods. 

We're also looking at AI-powered personalisation services that can integrate with our existing microservices through the API gateway.

This could allow us to provide tailored suggestions for attractions, dining options, and activities based on individual guest preferences and real-time data, ensuring each visitor has a unique and enjoyable experience.

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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 holds tremendous potential for the public sector, especially in enhancing service delivery and operational efficiency.

In Sentosa's context, we're exploring how AI can be integrated with our API gateway and microservices architecture to provide more personalised and efficient services to our guests. 

For instance, AI-powered chatbots could be implemented as a microservice, accessible through our API gateway, to offer real-time assistance to guests, answering queries about attractions, events, and services.

This not only improves the efficiency of our operations but also ensures guests receive timely and accurate information, enhancing their overall experience. 

However, it's crucial to implement AI responsibly, ensuring transparency, fairness, and data privacy. AI should augment human capabilities, not replace them, fostering a more efficient and responsive public sector that prioritises citizen satisfaction. 

6. What are your priorities for 2025? 

My priorities for 2025 include further enhancing the digital guest experience, fostering a culture of innovation, and continuing to develop the skills and competencies of my team.

We aim to expand our API gateway and microservices architecture to support more complex integrations with our Island Partners, enabling a truly seamless experience across all Sentosa's attractions. 

We'll focus on implementing AI-driven personalisation and predictive services, leveraging our microservices architecture to rapidly deploy and iterate on these new features.

This will allow us to offer more tailored experiences to our guests, from personalised itineraries to real-time crowd management suggestions. 

Additionally, I will prioritise my team's professional growth, ensuring they are equipped with the skills needed to work effectively with our evolving technology stack, including API management, microservices development, and AI integration. 

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

My advice for public sector innovators is to embrace a culture of collaboration, continuous learning, and calculated risk-taking.

Break down silos within your organisation and with external partners. Our experience with the API gateway and microservices architecture has shown how powerful it can be to create flexible, integrated systems that can evolve with changing needs. 

Invest in your team's development and well-being, ensuring they have the skills to work with emerging technologies. Be open to piloting new technologies and approaches but always keep the end-user - the citizen - at the center of your innovation efforts. 

Lastly, don't underestimate the power of cross-functional collaboration. Our tripartite platform has been crucial in driving innovation and improving guest experiences.

By bringing together diverse perspectives and expertise, you can create truly transformative solutions. 

8. Who inspires you today? 

Today, I find inspiration in leaders who prioritise innovation, collaboration, and user experience in the public sector.

Our CEO at Sentosa Development Corporation, Thien Kwee Eng, is a prime example. Her visionary leadership and commitment to transforming Sentosa into a world-class leisure destination, while balancing innovation with sustainability, sets a powerful example for all of us. 

Her support for digital initiatives, including our API gateway and microservices architecture projects, and her understanding of how technology can enhance our offerings have been crucial in driving our digital transformation efforts.

Her approach to leadership, which emphasises collaboration across divisions and with our Island Partners, aligns perfectly with our efforts to create seamless, enjoyable experiences for our guests. 

I'm also inspired by leaders in the tech industry who are pushing the boundaries of what's possible with technologies like AI, API management, and microservices architecture.

Their innovations often have significant implications for how we can improve public services and create better experiences for citizens. 

Lastly, I draw daily inspiration from my team and our Island Partners.

Their dedication to innovation, resilience in the face of challenges, and unwavering focus on improving guest experiences continually motivate me to push boundaries and explore new possibilities in digital transformation.