GoxText – The Whole-of-Government Text Analytics Platform - Observatory of Public Sector Innovation

GovText is a Natural Language Processing (NLP)-based text analytics platform developed by GovTech’s Data Science and Artificial Intelligence Division (DSAID). The platform is designed to help public officers efficiently analyse unstructured textual data. In particular, it offers a web portal tool and a model-hosting platform, which allow:

Topic modelling with interactive presentation of results
Text summarisation
Development, deployment, and hosting of customised AI models
Prediction of use case results by customised AI models

Innovation Summary

Innovation Overview

GovText is a text analytics platform developed as part of the Singapore Government Tech Stack. The platform utilizes advanced Natural Language Processing (NLP) techniques to analyze and interpret large volumes of unstructured text data, enabling government agencies to streamline data processing and enhance their operational efficiency. One of the key benefits of GovText is its ability to extract meaningful insights from complex data, which can support informed decision-making within government agencies. This is achieved through features such as topic modeling and summarization, which allow users to identify key themes and trends within large datasets. GovText is designed with a user-friendly interface that is accessible to public officers and can be customized to meet the specific needs of different agencies. Its scalability allows it to accommodate varying data volumes, making it a versatile tool for a wide range of analytical tasks. The platform's impact is reflected in its high user satisfaction score of 4.85/5, based on feedback from 1,680 users logged in over the past six months. By providing government agencies with a powerful tool for analyzing unstructured text data, GovText is contributing to Singapore's ongoing digital transformation efforts. The platform's ability to streamline data processing, enhance insights, and improve operational efficiency makes it a valuable asset for the Singapore government.

Innovation Description

What Makes Your Project Innovative?

The innovation lies in GovText's integration of NLP techniques to automatically analyze unstructured text data, streamlining the process of deriving insights from textual information. It improves the status quo by providing public officers with an intuitive platform that allows dataset-centric analyses, enabling multiple analyses using the same dataset. The web portal offers tools like Topic Modeling and Summarization, contributing to enhanced data understanding. Additionally, the model-hosting platform focuses on QSM-related use cases, reducing manual efforts and improving operational efficiency in customer service and feedback management.

Innovation Development

Collaborations & Partnerships

GovText's sustainability is demonstrated by its integration into the Singapore Government Tech Stack, positioning it as a key component in the government's technological infrastructure.

Users, Stakeholders & Beneficiaries

The primary audience for GovText are public officers.

Innovation Reflections

Results, Outcomes & Impacts

GovText's API services integrated into client systems, such as Customer Relationship Management (CRM) systems, have resulted in reduced manual work and improved efficiency in feedback management. A flagship use case is the Municipal Services Office (MSO) Chatbot, where the text classifier – predicting the feedback case category and the responding agency – and the key information extractor that extracts key feedback case details, were built and hosted by GovText.

Replication

The model-hosting platform and web portal offer valuable tools for different use cases, ensuring adaptability and transferability over a variety of specific use cases.

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