To harness data analytics effectively, NEA works in tandem with a network of relevant partners to advance our capabilities through R&D. With the aim of optimising regulations and strengthening our collective science, technology and engineering resources, we strive to ensure win-win solutions for all stakeholders.
Developing Automated Tracking for COVID-19 Testing
The pandemic saw the implementation of various safe management measures nationwide, such as Fast and Easy Testing-Rostered Routine Testing, Vaccinate or Regular Testing, and Workforce Vaccination Measures. To cope with the mandatory requirements, we needed an efficient way to schedule and track the appointments of over 20,000 individuals, and monitor their compliance to the measures. Through the use of data analytics and robotic process automation, NEA developed effective and resource efficient solutions that allowed us to gain a better overview of the situation, ensure compliance, and augment staff capacity to handle a surge in workload. This resulted in 42,977 man-hour savings from September 2021 to February 2022.
Providing Real-time Assistance for Dengue
'Ask Jamie' has been an invaluable Virtual Assistant on our website, providing users with responses to frequently asked questions. In July 2021, we integrated the Dengue Application Programming Interface to give 'Jamie' immediate access to the dengue situation, enabling her to answer questions users have on specific locations. This helped to improve online user experience, and enabled users to take the necessary precautions to avoid dengue clusters and keep dengue at bay.
Previously, when users had questions about dengue clusters, they were redirected to the dengue page in the corporate website. Users then had to enter an address to search for the dengue information at that location.
Now, users of Ask Jamie are able to see if the location they have entered is in a dengue cluster or an area with high
Aedes mosquito populations. For queries on dengue clusters, areas with two to nine dengue cases, and 10 or more dengue cases, are highlighted in different colours for easy reference. Areas with high
Aedes mosquito populations are also highlighted for users' convenience.
Digitalising Our Operations
Aligned with the targets in the Digital Government Blueprint, we are digitalising our services and operations for greater efficiency and public responsiveness. NEA has made improvements in four key areas to improve user experience, thereby achieving 100 per cent e-payment for outbound services. We are on target to achieve 100 per cent e-payment for inbound services by 2023. Additionally, 78 per cent of the transactions can be completed end-to-end digitally, marking an increase of 30 per cent from 2020. To improve user experience, 66 per cent of our services now enable the pre-filled government data function for greater convenience. We are also able to offer a digital signature option in 29 per cent of our services, and will continue to introduce this in other services.
Onboarding the Commercial Cloud
In 2021, we made significant progress with onboarding 65 per cent of our eligible systems onto the Commercial Cloud, marking an increase of 18 per cent from 2020. This was achieved by adopting modern cloud application design practices, and tapping on cloud native services to maximise the benefits.
Harnessing Data and Analytics
NEA continually explores ways to improve service delivery and work processes with data and analytics. In 2021, the Data Analytics Community of Practice was formed to grow and develop a competent community of analytics enthusiasts and practitioners within NEA. ‘Brown Bag Sessions’ were organised to impart quick tips, tools and concepts related to analytics for application in daily work. A data workshop was also organised to share analytics use cases, and provide a platform for staff to brainstorm potential analytics projects.
These efforts brought about a higher participation rate in the annual Analytics Drive competition, which aimed to encourage the use of analytics to provide better situational awareness, gain useful insights for better decision making, and enhance operational effectiveness. In 2021, the competition saw 28 project submissions – the highest since its inception, signifying an increase in analytics interest across the organisation.