Digital Transformation Consulting

The Singapore Ministry of Manpower (MOM) faced significant challenges in handling employment disputes, particularly with the increasing volume of claims, which reached around 12,000 annually. Employees like Fred, a barista who was not paid due to his employer's cash flow issues, often found the claims process cumbersome and time-consuming. To address these issues, MOM, in collaboration with the Tripartite Alliance for Dispute Management (TADM), sought to enhance the efficiency of dispute resolution through digitalization.

Accenture developed the EmPOWER platform, which integrates AWS cloud services, Google Dialogflow CX for chatbot functionality, and the PEGA case management system. This comprehensive solution aimed to streamline the claims process, reduce human errors, and improve user experience. Key features included a mobile-first design allowing claimants to manage their cases from smartphones, self-service tools for eligibility checks, and a secure integration with SingPass for user authentication. The platform also utilized AI to guide users through the claims process, significantly reducing form-filling time by one-third.

The results of implementing EmPOWER were notable. The platform enabled Fred to resolve his claim in just four weeks, which was twice as fast as traditional methods. The digital nature of the platform allowed for real-time tracking of claim status and facilitated e-signatures for settlements, eliminating the need for physical presence. Overall, the introduction of EmPOWER led to a 41% increase in e-file cases and saved approximately 35,000 user hours annually, while 28% of cases no longer required in-person mediation. This innovative approach not only improved the efficiency of dispute resolution but also set a new standard for employment services in Singapore, aligning with MOM's Future of Work vision.