Customer Service Automation
Singapore's Ministry of Manpower needed to handle a growing volume of employment disputes faster and with less manual effort while keeping the process accessible, multilingual, and compliant for workers, employers, and mediators.
Reported impact
MOM and TADM reduced friction for claimants, shortened case turnaround, increased self-service adoption, and created a repeatable digital process that improves public-service accessibility while saving staff and user time.
Accenture helped Singapore's Ministry of Manpower and the Tripartite Alliance for Dispute Management build EmPOWER, a cloud-native dispute-resolution platform that digitizes the end-to-end claims journey. The solution combines AWS cloud-native services, a Google Dialogflow CX chatbot, PEGA case management, SingPass authentication, and self-help tools such as e-calculators and eligibility checks. Claimants start in the chatbot, which answers questions, pre-populates claim details, and passes structured inputs into the portal and workflow engine. PEGA then orchestrates case handling, routing, and officer actions, while data is stored locally in Singapore to satisfy sovereignty and public-sector security requirements. The result is a multilingual, guided process that reduces form-filling friction, limits manual errors, and gives officers cleaner data and faster case progression from intake through resolution.
Claimants authenticate with SingPass, interact with the Dialogflow CX chatbot, and use calculators and eligibility checks before their answers are passed into EmPOWER and PEGA. Case data is then routed through officer workflows on AWS and stored locally in Singapore for secure, compliant dispute processing.
"All data is stored locally in Singapore to meet government security and compliance standards."
"Chatbot integration with PEGA pre-populates user inputs, cutting form-filling time by one-third."
"Let's look back at how EmPOWER resolved Fred's case in just 4 weeks (2x faster than manual processing!)."
"The system integrates AWS cloud-native services, Google Dialogflow CX chatbot, and the PEGA case management platform to streamline case handling from start to finish, minimizing human errors."
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
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