Service Needs

Reference No.

N-0077

Title

Smart license processing virtual robot

Business Needs / Challenges

The department needs to process over 40 different types (around 11,000 applications annually) of license / permit application. Despite the department is using an e-workflow system to handle the license applications, considerable manual efforts are spending on applications through paper forms. The manual verifications on information completeness and accurateness resulted in prolong processing time. This pilot initiative is aiming to introduce OCR and RPA to minimize the needs of manual intervention throughout the license application handling process.

Application Areas

Environment

Expected Outcomes

The department has provided various channels for public to submit their applications e.g. electronic submission through a secured electronic transaction platform, by hand to department's service counter in regional offices or by post. Applicants are required to submit different types of supporting documents (e.g. BRC copy, water bills, technical assessment on the environmental impact, block plan, drawings, etc.) along with the application forms. With the help of OCR and RPA, some pre-screening tasks could be performed to shorten the turnaround time in providing supplementary information. Also, to assist on the license processing as well and resulted in speeding up processing time of license application.

Technologies to be Used

Artificial Intelligence (AI)
Machine Learning
Robotic Process Automation
Optical Character Recognition