AI GUIDE FOR BOARDS IN SINGAPORE
Section I: The Board Mandate
1.3.1 Cost and revenue
In both public and private sectors, organisations are using AI-Enabled Productivity to redirect human capacity towards higher-value, judgement-intensive and relationship-driven work.
AI is being deployed to reduce repetitive administrative work, streamline operations and improve service delivery. Cost e ciency and revenue acceleration require discipline in attributing business impact. Not all revenue growth associated with AI initiatives is necessarily caused by AI itself.
AI is a force multiplier for workforce productivity.
Boards should ensure management de nes meaningful performance indicators that measure outcome rather than activity alone.
Clear measurement frameworks are essential.
AI-Enabled Productivity
Example: CPF Board
e CPF Board implemented an AI-enabled contact centre solution that signi cantly improved operational e ciency and citizen service outcomes.
Reported bene ts included: • Customer satisfaction: Improved rst-call resolution rate (90 per cent). • Time saving: Automated transcription and summarisation of calls saved 20,000 man- hours annually, freeing sta to focus on complex, high-empathy cases. • Scalability: System expansion time for peak periods (e.g., following policy announcements) was reduced from weeks to just three days. • Cost reduction: Operating cost per call lowered by up to 15 per cent.
Example: SingHealth
SingHealth implemented Note Buddy, a generative AI-powered clinical documentation solution that signi cantly transformed clinical workows and enhanced the quality of doctor-patient interactions. Reported bene ts included: • Enhanced engagement: Allowed clinicians to provide full, undivided attention to patients and caregivers by reducing the need to manually type notes during clinic consultations. • Reduced cognitive load: Signi cantly lowered administration burden on healthcare professionals by automatically transcribing and summarising complex clinical conversations in real time. • Multilingual e ciency: Simultaneously captured and processed consultations across English, Mandarin (and Cantonese), Malay and Tamil. • Specialty customisation: Enabled clinicians to tailor AI prompts to their speci c medical elds, ensuring highly accurate, structured and clinically relevant summaries.
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