Silver Service Squad

Team Members

Tan Sui Kwang Alan, Gunalan Kamalanathan, Pamela How

How Might We enable AGD Officers to effectively manage Pensioner queries via phone

Problem statement and problem formulation process

During our problem formulation phase, we conducted interviews with AGD officers to understand their challenges. Through these discussions, we identified various gaps in the current process and developed our problem statement accordingly.

Details on your solution

After exploring various approaches, we developed a solution that would streamline the handling of pensioner enquiries. The proposed system would record and manage incoming calls, particularly from pensioners who are less comfortable with technology. By compiling and profiling these conversations, AGD officers would be better equipped to handle enquiries efficiently. Furthermore, the system would automatically generate helpdesk tickets when necessary and notify pensioners once their issues are resolved.

Impact and outcomes analysis of your solution

AGD officers currently handle approximately 30 pensioner-related calls daily. Our proposed system will enhance operational efficiency by automatically profiling and recording these interactions. This automation will lead to faster resolution times and establish a more structured workflow. The systematic approach will help officers manage enquiries more effectively, reducing manual effort while improving service delivery.

Future steps for your project

To further enhance the system's capabilities, we propose incorporating Generative AI technology. This AI component could analyse patterns in pensioner enquiries and automatically profile similar cases. The AI could then recommend optimal approaches for ticket resolution based on historical data and successful past solutions. This intelligent assistance would help AGD officers make more informed decisions and standardise their approach to handling various types of pensioner matters, ultimately leading to more efficient ticket resolution.