CIO50 2019: #26-50 Yuk Wah Kwong, National Trades Union Congress
The National Trades Union Congress (NTUC) is a national confederation of trade unions, incorporating a network of professional associations and partners across all sectors in Singapore.
With a membership base of more than 900,000 workers in Singapore, MyNTUC mobile app was developed to engage members from “all walks of life on the go”.
The app allows union leaders, members and the public to access a range of content - such as news, member privileges and events - and e-services which are tailored to different personas.
Delivered by Yuk Wah Kwong as Chief Information Officer, “customer centricity” is the driving force behind such innovation, enabling members to connect with NTUC in the digital world.
Aligned to a “mobile-first” strategy, the app deploys advanced technologies but was also built to ensure usage from “less digitally savvy” users.
This isn’t simply a case of deploying new technologies however, rather instigating a “mindset shift” at leadership level to embrace digitalisation in all forms.
For example, a chatbot exists within the app to provide workplace advisory services to members. In addition to Natural Language Processing, the chatbot also leverages machine learning technologies to provide workplace advice to users.