Vivien Ang, Director, Immigration & Checkpoints Programme Management Centre (ICPMC), Home Team Science & Technology Agency (HTX), Singapore

1) How do you use your role to ensure that technology and policy are truly inclusive?

As the Director of Immigration and Checkpoints Programme Management Centre in Home Team Science and Technology Agency (HTX) and Chief Information Officer (CIO) in Immigration and Checkpoints Authority (ICA), I actively engage with stakeholders across ICA - from the checkpoint officers to staff at service centre - to understand the operational challenges they face.

By listening to their needs, I ensure that both technology solutions and policy initiatives are truly inclusive, bridging operational requirements with user‑centric design principles.

The solutions we roll out affect millions of travellers and residents, and every officer on the ground. This means that inclusiveness cannot be an afterthought - it must be woven into every decision.

I partner closely with the operations work units to ensure the needs of diverse public user groups, including seniors, travellers, persons with varying digital literacy, and those who seldom engage with government services, are considered and addressed.

From a policy and technology governance standpoint, I make sure that ease of use and resilience must be baked into every system design.

Ultimately, inclusiveness is not just a user experience criterion in ICA - it is tied to operational effectiveness, trust in public service, and our duty to serve every individual who crosses our borders or relies on our services.

2) What’s a moment in your career when you saw firsthand how technology or a new policy changed a citizen’s life for the better?

When travellers pass through our automated gates with ease, or when they tell us how quickly they breeze through clearance, or when I see the smiles of citizens collecting their passports from the automated kiosks at our service centre without the need to queue, I am reminded of the real impact of our work.

3) What was the most impactful project you worked on this year, and how did you measure its success in building trust and serving the needs of the public?

The most impactful project I worked on this year was the implementation of the self-collection kiosks at the new services centre.

This project automates the processing and issuance of passports and identity cards while delivering a seamless and effortless public experience.

Thanks to these kiosks, collection time has been reduced by up to 55 per cent, and this has eliminated lengthy waiting times.

Feedback from users has been positive, with many complimenting the fast, convenient, and user-friendly biometric verification process.

4) What was one unexpected lesson you learned this year about designing for real people? This can be about a specific project or a broader lesson about your work.

One unexpected lesson I learned this year about designing for real people was the realisation that technology doesn’t always equate to faster service or better experiences.

This made me reflect on the broader aim of the solution -- is the goal to replace manpower, reduce human intervention, or simply speed up the service?

In many cases, it’s not just about making processes faster but ensuring that the technology enhances the overall experience, making it more seamless, intuitive, and accessible for all users.

5) We hear a lot about AI. What's a practical example of how AI can be used to make government services more inclusive and trustworthy?

To show the public that artificial intelligence (AI) can be both dependable and fair, we must make it clear that the technology is intended to augment and not replace human judgment.

For example, AI currently serves as an additional pair of “eyes” in screening – when it detects an irregularity in a cargo shipment, it will flag the case to an officer, who will then proceed to do enhanced checks.

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It is the combination of both man and machine that raises the level of border security.

6) How are you preparing for the next wave of change in the public sector? What new skill, approach, or technology are you most excited to explore in the coming year?

I’m gearing up for the next wave of change by embracing a mindset of continuous learning.

This year, I’m diving into using Generative AI, (GenAI) not just to automate routine tasks but to prototype services and to develop documentation and comprehensive test cases from source code.

Beyond technology, I’m championing a more design‑thinking approach to mapping solutions.

In short, I’m preparing to marry advanced AI with the use of data and sensors to keep our border security more resilient and ready for the future.

7) What advice do you have for public sector innovators who want to build a career focused on serving all citizens?

Think of every innovation as a service to the public, not merely a technology project.

Spend time listening to citizens and frontline officers so you can understand the pain points that data alone cannot reveal.

Treat emerging tools such as GenAI, sensor analytics or low‑code platforms as means to make services faster, prototype quickly, test rigorously, and scale responsibly.

Build partnerships across ministries and with industry collaborators to co‑design solutions, ensuring that diverse perspectives shape the outcome.

Finally, keep learning, stay abreast of global best practices and continuously sharpen both technical and soft‑skill capabilities.

8) Who inspires you to build a more inclusive and trustworthy public sector?

I’m constantly inspired by the everyday heroes in the public service who work behind the scenes.

Their commitment to serving every traveller and resident, regardless of background or ability, reminds me that inclusivity and trust aren’t abstract goals.

Seeing how they listen, adapt, and uphold the highest standards of service fuels my own drive to build a public sector that truly works for all.