An Intriguing Opportunity
Growing up, Dominic’s father was a public officer and spent a significant amount of time participating in grassroots activities. “My dad believes we need to serve the community, and his influence led me to be active in student-leader activities,”
Dominic says.
However, his own experience as a staff officer during National Service in the ’90s gave him the impression that public service wasn't for him. “I felt that things could be moving a lot quicker, and wanted a job that was fast-paced,”
he says.
So he began his career at a start-up, then anchored himself in the high-tech manufacturing space for 15 years, becoming Senior Vice President of Operations at electronics manufacturer PCI Limited.
In 2018, he was introduced by a friend working in GovTech to Mr Chan Cheow Hoe, now the agency’s
Chief Digital Technology Officer. Intrigued by the way Cheow Hoe expressed GovTech’s mission, he decided to jump on board.
“Cheow Hoe shared his personal experiences in dealing with various government services, and explained how GovTech is trying to simplify services with platforms such as GoBusiness and LifeSG,” he says.
This resonated with Dominic, as he recalled welcoming his newborn in 2007. Having just returned from working overseas, he was clueless about applying for the Baby Bonus. A one-stop app like LifeSG, he says, would have been extremely helpful.
“Working with GovTech was an opportunity to see things from a systems and design thinking point of view, and make meaningful changes to serve citizens’ needs,” says Dominic.
Pushing Digital Frontiers
Though joining the public sector was a big career move, Dominic’s past work experience and skillset helped him adjust quickly.
“I did a lot of business transformation work and honed my skills in product management and ICT,” he explains. “My work also required me to empathise with the needs of staff, customers and supply partners, which has helped me in my current
role.”
He appreciates how GovTech is always challenging the status quo − never resting on its laurels. It has been a far cry from his initial image of the Public Service as bureaucratic and slow-moving.
Besides driving the Moments of Life initiative, the organisation is working hard to expand the breadth of services available on GoBusiness and LifeSG by getting more government agencies on board.
There are also plans for GoBusiness and LifeSG to feature greater personalisation.
“One of our major goals is personalising the services offered for every citizen, and weaving related services from different agencies,” says Dominic.
These Moments of Life platforms are starting to converge to offer a more seamless, omnichannel experience. Dominic envisions a future state where users of LifeSG and GoBusiness can escalate their interactions to the chatbot service offered by VICA (Virtual
Intelligence Chat Assistant) when they require further clarifications.
From there, the conversation may be further triaged to the appropriate live agent or frontline counter staff who can provide further assistance.
Ultimately, Dominic’s team has a simple goal: Making government services and processes uncomplicated for Singaporeans.
“Government agencies here are extremely efficient and I’m grateful for that,” he says. “But with Singaporeans now experiencing some of the best digital services offered by private tech companies, we can certainly raise the bar
further. In this regard, user-centricity is the way to go.”