The Open Innovation Platform (OIP), an initiative by the Info-Communications Media Development Authority of Singapore (IMDA), aims to connect real business challenges to problem solvers.
The National Environment Agency (NEA) is the leading public organisation responsible for ensuring a clean and green environment, and the sustainable development of Singapore. Its key roles are to protect Singapore from pollution, maintain a high level of public health and provide timely meteorological information.
NEA operates a 24/7 Contact Centre with an estimated monthly inbound call volume of 22,000. The type of calls received are as follows:
The average call handling time is estimated at six to eight minutes per call. For each call, the Customer Care Officer (CCO) is required to enter the relevant information pertaining to the call and its nature into the NEA’s Customer Relationship Management System (CRMS).
General enquires form approximately 35% of the calls received and would usually be closed by the Contact Centre. The feedback calls for enforcement action would be forwarded to the respective NEA operational departments to handle as they would require in-depth knowledge or on-site inspections.
Feedback calls for enforcement action are usually received in four official languages (English, Mandarin, Malay and Tamil) in Singapore.
NEA is looking for a solution to automate the “feedback calls for enforcement action” category, specifically calls related to littering, high-rise littering, smoking in prohibited places, potential mosquito breeding grounds and idling engines. For this challenge call, NEA will focus on the English Language calls only.
How might we automate the call handling process of NEA Contact Centre in a customer-centric way and capture the feedback accurately into the CRMS?
What Are We Looking For
Possible Use Case
What's In It For You
We are open to global and Singapore-based individuals, research providers and companies that have digital technology expertise and innovation capabilities. Some of these include Info-Comm and Media (ICM) start-ups, SMEs and larger companies. Problem Solvers should have the ability and desire to co-create and innovate with Problem Owners or/and other partners to translate their ideas into solutions that can address real business needs.
Problem solvers who choose to apply for this challenge must be registered and operating in Singapore. The prototype needs to be demonstrated in Singapore.
Technical details of the problem statements as well as information related to the innovation calls can be found on the IMDA Open Innovation Platform (OIP) which you will be redirected to after clicking on the 'Proceed To Details' button below and filling up a short form with your basic information.