November 8, 2024 • 3 Min Read

From Ideas to Action

Over 40 teams initially submitted their concepts, but only 12 advanced to the execution phase. RGP was thrilled to be among the select few moving forward.

During this critical phase, each team refined their solutions and produced demo videos showcasing their projects. These submissions were evaluated by a panel that included representatives from ServiceNow and a major government department in Singapore. Judges assessed each entry on core criteria such as:

• Integration of Now Assist features
• Impact and relevance to the public sector
• Application completeness
• Innovative approach

The Final Round: Innovation, Collaboration and a Few Nerves

From the 12, eight teams made it to the finals. The big day at the ServiceNow office in Singapore brought together talented professionals from Malaysia, Thailand, the Philippines, India, and beyond. It was an inspiring day filled with excitement, where each team had the opportunity to present live and connect with the broader ServiceNow community.

The solutions showcased the transformative potential of ServiceNow’s GenAI and Now Assist features to solve real-world issues, with projects spanning citizen engagement platforms to intelligent public service workflows.

RGP’s Winning Solution: SGnow

RGP distinguished itself with SGnow, a portal designed to transform how citizens interact with government agencies. SGnow simplifies appointment bookings and case logging, eliminating the need to identify specific agencies.

Key features include:

• Auto-categorization of cases: Users can log cases without identifying agencies. The platform categorizes cases automatically using AI.
• AI-driven auto-resolution: An AI-powered system attempts to resolve cases autonomously. If unsuccessful, it assigns cases to the most suitable agent.
• Agent Playbook: Provides agents with a structured series of steps to resolve each case, ensuring consistency and efficiency.
• Field Service Management: Includes mobile capabilities for field agents to conduct on-site inspections, respond to questionnaires, and generate documents like notices.
• Now Assist features: Enhances interactions with summarization, resolution note generation, and knowledge article creation, improving service delivery for both users and agents.

The Moment of Victory

The panel, which included ServiceNow executives and representatives from GovTech, Singapore’s Government Technology Agency, praised RGP’s solution for its practicality and comprehensive use of GenAI and Now Assist. RGP’s combination of thoughtful design, strong execution, and impactful solution won over the judges.

When the announcement came, RGP was declared the hackathon winner! Our team’s innovative spirit and technical prowess delivered an end-to-end solution that not only showcased ServiceNow’s capabilities but also tackled real public sector challenges.

Reflecting on a Transformative Experience

Winning the hackathon was a testament to teamwork and innovation. Competing against such talented developers and problem-solvers was humbling and inspiring. The experience underscored the potential of ServiceNow’s GenAI to make a lasting impact on the public sector and beyond.

Our solution, SGnow, is flexible and adaptable, capable of meeting the unique needs of public service systems worldwide. It can be quickly deployed, making it an ideal tool for governments seeking to modernize and digitize.

Special Thanks to the Team

The success of SGnow was a team effort. Special thanks to:

• Ratnesh Tiwari
• Shaunak Bhide
• Yeo Huat Sin (Ben)
• Ankita Gupta
• Kamala Dheepan Sivasubramanian

Our mentor, Rahul Garg, provided invaluable guidance throughout the project.

As we left with the trophy, we felt a sense of pride in our achievement and excitement for the future possibilities in digital governance. The future is here—and this is just the beginning for RGP.