IM8 Policy Genie

Tooling and Productivity

IM8 Policy Genie Assistant

14 March 2025

An AI-powered assistant that could instantly retrieve the right policy, provide consistent guidance, and even learn from past queries continuously.

Problem

One of the biggest challenges policy team staff face is navigating through extensive documentation to find the right IM8 policy clause. This results in delays in answering agency queries, missed SLAs, and inconsistent guidance. Additionally, there is a **knowledge gap** between junior and senior policy helpdesk, making it difficult to ensure quality and consistency in responses. Another key issue is the **constant need to train new staff**, which slows down overall productivity and increases onboarding time.

**Solution**

We discovered that the core issue is not just the volume of policies but also the inefficiency in retrieving relevant policy clauses. The lack of a centralized, intelligent search mechanism forces policy staff to rely on manual searches, making it difficult to ensure timely, consistent, and accurate responses. This is further compounded by knowledge gaps between junior and senior engineers, leading to inconsistent interpretations of policies.

We took a deeper look at the root causes of this problem and identified the best way to address it:

1.  AI-Powered Policy Bot – Our AI Policy Bot, built on GovTech’s AI Bots Platform, automates policy retrieval, ensuring staff can quickly access the correct IM8 policy clause. This removes the need for time-consuming manual searches.

  2.  Automate Knowledge Retention – By integrating the bot with the knowledge base, the bot continuously learns from past queries and updates its responses, helping to retain institutional knowledge and minimize knowledge gaps between junior and senior engineers.

  3.  Efficient Onboarding – New staff can rely on the AI bot as a training tool, reducing the burden on senior engineers and ensuring consistent policy interpretations.

 By addressing the deeper root cause—policy retrieval inefficiency and knowledge retention gaps—our solution ensures that policy staff can handle queries faster, more accurately, and with greater consistency.

**What users are saying?**

We conducted **user testing** with a sample group of **policy team staff members**, including both **junior and senior engineers**, to evaluate the effectiveness of the IM8 Policy Genie in answering IM8-relatedqueries. Here’s what they had to say:

✔ **Contextual Policy Summaries**– Provides simplified explanations and actionable insights.➝ **Solves:** Knowledge gaps between junior and senior engineers.

✔ **Automated Knowledge Base Updates** – Continuously learns from queries and updates its responses.➝ **Solves:** Institutional knowledge loss and repetitive queries.

✔ **Seamless ITSM Integration**– Automates query handling within existing ITSM workflows.➝ **Solves:** Manual ticket resolution inefficiencies.

✔ **Onboarding & Training Assistance** – Acts as a self-service learning tool for new staff.➝ **Solves:** High onboarding time and reliance on senior engineers.

✔ **SLA & Compliance Monitoring** – Tracks response times and identifies recurring policy issues.➝ **Solves:** Missed SLAs and compliance risks.

**Team Members**

Justiin Ang

Eileen Goh

Ze Guang Tan

Soyoung Woon

Anson Koh