Enhancing Government Service Delivery: A Case Study of ACQAR Implementation and Lessons Learned from ChatGPT Integration in a Singapore Government Agency
Alvina Lee Hui Shan, Venky Shankararaman, Eng Lieh Ouh · 2024
This paper presents the pilot implementation of AI Based Citizen Question-Answer Recommender (ACQAR) as an attempt to enhance citizen service delivery within a Singaporean government agency. Drawing insights from previous studies on the Empath library's use in Service Level Agreement (SLA) prediction and the implementation of the Citizen Question-Answer system (CQAS), we redesigned the pilot system, ACQAR. ACQAR integrates the outputs from Empath X SLA predictor and CQAS as essential inputs to the ChatGPT engine, creating contextually aware responses for customer service officers to use as responses to the citizens.