Basic Info

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提名人信息

机构信息

联合国成员国 新加坡
机构名称 Government Technology Agency of Singapore (GovTech)
公共部门机构类型 公共机构
行政层级 国家的
项目名称 Personal Alert Button (PAB) x Government Assisted Living Ecosystem (GALE)
项目运行年份 3
机构网站 https://www.tech.gov.sg/

问题一:关于此项目

这个项目属于公共部门吗?

问题二:类型

该倡议与UNPSA类别之一相关吗? 1. 促进创新包括数字化转型以提供具包容性和公平的公共服务
UNPSACriteria
未找到任何项目

问题三:可持续发展目标

此项目是否与17个可持续发展目标中的任一个相关?
如果您在上面问题回答的“是”,请具体说明此项目与哪一个可持续发展目标最相关。
无贫穷
减少不平等
此项目与以上列举的可持续发展目标中的哪些具体目标相关?
" 1.3 执行适合本国国情的全民社会保障制度和措施,包括最低标准,到2030年在较大程度上覆盖穷人和弱势群体 "
" 1.5 到2030年,增强穷人和弱势群体的抵御灾害能力,降低其遭受极端天气事件和其他经济、社会、环境冲击和灾害的概率和易受影响程度 "
10.2 到2030年,增强所有人的权能,促进他们融入社会、经济和政治生活,而不论其年龄、性别、残疾与否、种族、族裔、出身、宗教信仰、经济地位或其他任何区别
10.4 采取政策,特别是财政、薪资和社会保障政策,逐步实现更大的平等

问题四:实施日期

这个项目是否有超过两年的历史?
请提供实施日期。 07 9月 2018

问题五:合作伙伴/利益攸关方

是否有联合国或其相关机构参与此项目?
参与项目的联合国机构?
请提供细节。

问题六:以前的参与

1.该倡议是否已提交过去3年(2017-2019)的申请?
如果是,请输入年份 30-11月-2020

问题七:联合国公共行政奖

此项目是否已经获得过联合国公共服务奖?

问题八:其它奖励

此项目是否获得过其它公共服务奖?
如有,请详细说明。 WITSA Global ICT Excellence Awards 2021 World Information Technology and Services Alliance (WITSA)

题 9: 您是如何得知联合国公共行政奖的?

您是如何得知联合国公共行政奖的? UN

题 10: 问题九:确认同意

我同意与相关人员和实体联系,询问有关验证目的的倡议。

Nomination form

Questions/Answers

题 1

请简要描述项目所解决的问题或挑战,并具体说明其目标。(最多300字)
To ensure that elderly persons can live safely and independently, the Government Assisted Living Eco-system (GALE) was created. GALE is the first fully deployed service by the Singapore Government that uses IoT devices. It consists of interoperable passive and active monitoring hardware products, a CMS to receive these alerts and a crowdsourcing mobile application for users. GALE comprises a hardware IoT button (the Personal Alert Button or PAB); a case management system and is supported by 24-hr telecare operators and staff from Senior Activity Centres, (SACs) which are elderly social care support centres located in the vicinity of the user’s residence. PABs are installed in the senior’s homes at places where the probability of falls is higher. To call for help, the elderly person presses the PAB which will alert the SAC or a telecare-operator. Within minutes, assistance is rendered. For emergency cases, an ambulance will arrive in less than 10 minutes. With GALE, more seniors can live safely and independently in their own homes by providing fast responses to emergency situations in their homes. The elderly will be able to receive 24/7 help. It proved to be very useful during the two-month COVID-19 lockdown in 2020 as it was the frontline in providing emergency assistance to the elderly who were without their usual support network. The Content Management System (CMS) also enabled volunteers to deliver necessities.

题 2

请解释该项目如何与所选类别相关联。(最多100字)
To date, GALE has assisted 100,000 elderly and 35,000 rental tenants. This response model reduces potentially fatal incidents with active and passive monitoring solutions supported by close partnerships with SACs, operators, and government agencies. PABs are easily installed as the devices don’t require electrical wiring. Profiles of elderly, call records, and medical history are easily retrieved using a CMS that cross-shares information, letting SACs and tele-care operators render help sustainably and reliably. Health agencies can plan/allocate resources, housing agencies can provide elderly-friendly services for public housing, and timely emergency services can be provided. Agencies can further aid 35,000 vulnerable residents.

题 3

a. 请具体说明该项目支持哪个/些可持续发展目标和具体目标,并详细说明该项目如何为这些目标的实施做出了贡献。(最多200字)
Goal 1: No Poverty (1.3 and 1.5) and Goal 10: Reduced Inequalities (10.2 and 10.4) To date, GALE assisted the well-being of 100,000 elderly and 35,000 rental tenants, supported 10,157 seniors through assisted-living monitoring, handled 3,190 cases and 397 urgent/life-threatening cases. Cases are received and responded to by the CMS 100% of the time. Before GALE, there was a lack of a cost effective, easy-deployable Personal Emergency Response System (PERS). Elderly had no clear way to call for assistance during an emergency. They tend to stay in areas where neighbours are also elderly and are unlikely to be reliable respondents. There is potential to onboard all the social agencies onto this centralised platform to provide better social services and care to more people. Health agencies can plan and allocate resources better, housing agencies can provide elderly-friendly services for public housing, and the emergency services can be rendered more efficiently. With GALE’s CMS, profiles of the elderly, previous call records and medical history can be displayed upon PAB’s activation so that help is rendered in a more sustainable and reliable manner. During the COVID-19 pandemic lockdown period in 2020, GALE was the frontline in providing emergency assistance to the elderly who were without their usual support network, and enabled volunteers to deliver necessities. This response system reduces the number of potentially fatal incidents using both active and passive monitoring solutions that is supported by the close partnership with SACs, operators and government agencies, forming a strong private public partnership in the process.
b. 请描述一下该项目如何在社会、经济和环境方面具有可持续性。(最多100字)
GALE as a part of the Singapore Government Tech Stack does not stop just here. The case management platform of the GALE system has continued to be reused in serving many other use cases which ranges from vaccination engagement of the seniors, grocery vouchers appeal, operation of Singapore government integrated service centres and many others. The Tech Stack approach allows us to react to new demand and changes in a more agile manner through faster, cheaper and security and best-practice by design service delivery. In several COVID response tracks, the team reuses the Stack and pushes out new tracks of government digital services within 2 weeks’ time – which is impossible if we do not have GALE as the base stack. With GALE, more elderly can live safely and age independently in their apartment instead of being admitted to hospital, nursing home or other healthcare facilities pre-maturely. This helps to free our medical manpower for people who need it most. Telecare operators often conduct active outreach to elderly to check on their well-being and offer assistance. This will reduce the possibility of social isolation and depression. With a common system to share information, SACs and tele-care operators can partner together to render help to these elderly in a more sustainable and reliable approach. Both operations would achieve sustainable social impact.

题 4

a. 请解释该项目如何解决特定国家或地区范围内的政府管理、公共行政或公共服务方面的重大缺失。 (最多200字)
Before the implementation of GALE, there was a lack of a cost effective, easy deployable Personal Emergency Response System (PERS). These elderly are worried that if they require help during an emergency, nobody knows. Some elderly don’t fully close their main door at night with the fear that nobody can hear them. Most elderly also stay in the areas where most of their neighbours are also elderly and they are unlikely to be reliable respondents in times of need. Though there are SACs around Singapore, it is very expensive to have people to stand-by 24 x 7 at the centres to respond. With GALE, elderly will be able to receive 24 x 7 help with SAC being able to respond during office hours and to the telecare operator after office hours. With GALE’s CMS the details of the elderly will be displayed upon button press. GALE CMS will display the history of the elderly e.g. what were the previous calls for help, if they had recently been discharged from the hospital allowing both SAC and operators to respond effectively. The PAB can be easily installed in any apartment as the device do not require electrical wiring.
b. 请描述该项目如何解决国家背景下的性别不平等问题。 (最多100字)
NA
c. 请描述该项目的目标群体是谁,并解释该项目给目标群体带来的改善成果。 (最多200字)
1)Elderly who are staying alone and those who can't afford private PERS. This initiative has supported 5,636 elderly. Call for help buttons are located in places where they often spent the most time unlike the earlier system which is hard-wired to fix locations within the house. 2)SAC & Telecare Operators who have full views on the elderly's particulars, call for help status, and incident logs and are able to relate and follow-up with elderly without repeating the situation to different staff 3)Ministry of Health, which provides economies of scale where telecare operators are able to support elderly across Singapore while leveraging on SAC during the day. 4)Housing Development Board, which provides ease of addition and removal of the buttons due to people movement and are poised to provide an elder-friendly service for public housing that reduce cases of elderly passing away at home unknown. 5)Singapore Civil Defence Force, whose telecare operators can call for an ambulance when elderly is not contactable. 6)Silver Generation Office, which are in contact with 100,000 elderly to ensure their well-being and can leverage on volunteers to support elderly in buying groceries, food and medical appointments. 7)Ministry of Social and Family Development, that can contact 35,000 rental tenants to ensure their well-being.

题 5

a. 请描述该项目是如何实施的,包括关键发展和步骤、监测、评估活动以及年表。 (300字)
KPIs were established to track the progress of this product. The desired outcomes are technical reliability and usability; corresponding KPIs were matched to these outcomes with the results being displayed below. • Technical reliability: Cases are received and responded to by the case management system 100% of the time. • Usability: - 85% satisfaction rate of care operators using the care management system achieved through post-trial user interviews and surveys - 85% satisfaction rate of the trial users using the personal alert buttons achieved through post-trial user interviews and surveys Results: • Supported Tele-Ops – 100000 elderly and 35000 rental flat tenants. • Seniors supported through assisted-living monitoring: 10157 • Cases Handled: 3190 • Urgent/Life-threatening Cases Handled: 397
b. 请清楚地解释所遇到的障碍以及这些障碍是如何被克服的。(100字)
GALE was implemented in phases using agile product development framework to determine the effectiveness of the response model, hardware and acceptance from elderly. a) Onboarding - Off-the-shelf IOT buttons were installed in 20 households; in bathroom, living room and kitchen b) Roll-out to 20 households - Simple system to allow SAC and telecare operators to view and update the case details upon each button press. Able to further reduce to the response time. - Obtained system feedback from elderly, SAC and telecare operators. c) Re-design GALE version2.0 i) Version 2 of PAB: Enhanced with 10 seconds of recording upon battery press, increase battery life, button has feedback trigger, allowing elderly to cancel the call for help. ii) Device management system to track the battery life, detect the heartbeat status of each PAB. iii) Version 2 of CMS: To have an end-to-end workflow from initial button press to case closure for 200 elderly households. Telecare operators are able to activate ad-hoc volunteers to check on the elderly. iv) Pilot of responder mobile app: Volunteers can be notified to check on the elderly within 2km of their location. d) Nation-wide roll-out (53 rental flats) i) Elderly is attended to in the shortest possible time. i.e. if SAC does not respond, this request will be sent to the telecare operator in 5mins. ii) Performance dashboards were developed to track SAC versus others to nudge towards shorter response time. e) Covid-19 enhancements i) Outreach, assignment modules created for volunteers to run errands for elderly ii) Referral of cases to other Government agencies to support the vulnerable iii) Appeal module were created to support those in need of government financial vouchers to purchase groceries.

题 6

a. 请说明在您所在国家或地区,该项目在哪些方面具有创新性。(最多100字)
PAB uses Low Power Wide Area Network as a substitute to costly cellular services, driving down GALE’s cost by sending voice over LPWAN (VoLPWAN) instead of using a costly VoLTE solution (mobile phone/cellular). With cost reduced by integrating the services into the cloud, we developed a web service to retrieve alerts and a crowdsourcing mobile application to respond to these alerts. An agile development framework and Design Thinking guided us towards suitable and sustainable solutions. Continuous enhancements to the hardware will be made such as leveraging on LTE CAT-M and to implement a new model of buttons that could allow “2-way communication” i.e. SACs and telecare operators can communicate directly with the elderly even if the elderly does not own a phone.
b. 如果相关,请描述该项目是如何从其它国家和地区的成功项目中获得灵感的。(最多100字)
Most of these countries have implemented PERS that requires elderly to be equipped with a mobile phone using geolocation and to contact the elderly who requested help. We drew inspiration from private PERS solutions for elderly and recreated a model which would fit Singapore’s culture. The above and the care model were outcome of the design thinking approach, to suite the outcome to support the vulnerable group after a few iterations.
c. 如果使用新兴技术和前沿技术,请说明这些技术如何整合在倡议中以及如何包含数字政府。 (限制100个字)
PAB uses Low Power Wide Area Network (LPWAN) as a substitute to costly cellular services, driving GALE’s cost down to a lower price. We have also innovated a brand new device to send voice over LPWAN (VoLPWAN) instead of using a costly VoLTE solution (mobile phone/cellular). Being able to scale the cost down while integrating the services into the cloud has allowed us to develop a web service to retrieve alerts and a crowdsourcing mobile application to respond to these alerts. Using agile development framework with design thinking, the research has guided us to envision suitable solutions.

题 7

a. 根据您的组织信息,该项目有没有转接或适用到其它情况(例如,其它城市、国家、或者地区)?如果有,请说明在哪里以及是如何进行的。(最多200字)
No. But the team is in the progress of working to scale from 53 blocks of government housing to island-wide deployment.
b. 如果尚未转移/适用到其它情况,请描述其转移的可能性。(最多200字
The emergency response model and outreach model could be replicated to other countries provided that they have the policy in place to take care of the elderly and underprivileged. In order for such models to be successful, they would also need to have a 24 x 7 teleoperator to handle all the operations and SACs who can take care of the residents within each vicinity. National policies to nudge elderly towards independent and active living so there will be lesser elderly being pre-maturely admitted to hospitals and nursing homes. The hardware and software would then be the enabler to make this solution a success. As most of the elderly are staying in high-rise apartments, only a limited number of gateway is needed and hence we can significantly reduce the cost.

题 8

a.使用了哪些具体资源(例如财务、人力或其他资源)来实施该项目? (最多100字)
Partners (Government and non-government entities), volunteers, policy, money for development and maintenance of the system and a dedicated cross functional public service team with heart to do good for the people is what makes this initiative successful.
b. 请从财务和机构角度来解释,是什么确保该项目的长期可持续性?(最多100字)
Agile development framework and Design Thinking led to suitable and sustainable solutions. While there are commercial PERS solutions available, these are not economical for those living independently without a support network. PAB uses Low-Power-Wide-Area-Network (LPWAN) as a substitute to costly cellular services, driving down GALE’s cost. The team innovated a new device to send voice-over-LPWAN (VoLPWAN) instead of costly VoLTE solutions (mobile phone/cellular). Cost were lowered through integrating the services into the cloud, a web service to retrieve alerts, and a crowdsourcing mobile application to respond to these alerts.

题 9

a. 该项目是在内部还是外部正式评估的?
b. 请描述一下评估是如何进行的以及由谁评估的。 (最多100字)
KPIs are established in the table below to track the progress of this product. Desired outcomes included: 1) Technical reliability - KPI: Cases are received and responded to by the case management system 100% of the time. 2) Usability - KPI: 85% satisfaction rate of care operators using the care management system achieved through post-trial user interviews and surveys. - KPI: 85% satisfaction rate of the trial users using the personal alert buttons achieved through post-trial user interviews and surveys.
c. 请描述使用的指标和工具。(最多100字)
KPIs are established in the table below to track the progress of this product. Desired outcomes included: 1) Technical reliability - KPI: Cases are received and responded to by the case management system 100% of the time. 2) Usability - KPI: 85% satisfaction rate of care operators using the care management system achieved through post-trial user interviews and surveys. - KPI: 85% satisfaction rate of the trial users using the personal alert buttons achieved through post-trial user interviews and surveys.
d. 评估的主要发现是什么(例如,该项目筹集的资源充足、实施质量和面临的挑战、主要成果、倡议的可持续性,影响力等)以及如何利用这些信息为该项目的实施提供资讯 。(最多200字)
KPIs are established in the table below to track the progress of this product. Desired outcomes included: 1) Technical reliability - KPI: Cases are received and responded to by the case management system 100% of the time. 2) Usability - KPI: 85% satisfaction rate of care operators using the care management system achieved through post-trial user interviews and surveys. - KPI: 85% satisfaction rate of the trial users using the personal alert buttons achieved through post-trial user interviews and surveys.

题 10

请描述该项目如何被列入相关的制度环境(例如,它与相关政府机构的关系如何,以及与已运行机构的关系如何)。 (最多200字)
A multi-agency task force was set up to evaluate the ageing population in Singapore. Key stakeholders are part of the team to ideate the Minimum Viable Product. These business users are very familiar with the domain and through this co-creation process we not only have innovative solutions but also buy-in from these users. With a start small, think big and be bold mentality, a trial was conducted with 20 households, thereafter 200 households to iterate and improve this product.

题 11

2030年可持续发展议程强调协作、参与、合作关系和包容性。请描述哪些利益相关方参与设计、实施和评估计划以及这些参与是如何实现的。 (最多200字)
Elderly: Co-creating with a group of elderly from 20 household before we scale up to 200 households CareLine: Telecare operator, part of Changi General Hospital group Agency for Integrated Care (AIC): Agency managing elderly well being Ministry of Health (MOH): Ministry managing healthcare Housing and Development Board (HDB): Agency managing public housing Silver Generation Office (SGO): Agency managing elderly above 60 Ministry of Social and Family Development (MSF), Family Service Centre (FSC), Social Service Office (SSO), People's Association (PA): Ministry/agencies managing social welfare

题 12

请描述主要经验,以及贵组织计划如何改进该项目。(最多200字)
Inclusivity: Elderly and vulnerable groups have different needs e.g. fear of technology and resistance to perceive complex product. Hence, the team co-created this solution with a group of elderly and many rounds of field testing were conducted to ensure the usability and effectiveness of this product. Assurance: We have allowed for greater visibility for elderly to activate a 24 x 7 fast emergency response service to safeguard the elderly living alone in Singapore. As most PERS relied heavily on next of kin to be the main responder, we ensured that every case is handled by a dedicated team of telecare operators to handle these cases. Scalability and Reusability: The service layer is the crux of the ecosystem, with the technical layer working as the enabler to support GALE. GALE was designed to be interoperable to ensure both private and public services would have easy integration into the ecosystem. Improvements: To improve the initiative, the team is further looking into integrating more non-invasive passive monitoring solutions and wearables into the ecosystem. The team has researched into including other methods of analysis like gait analysis, vital signs monitoring, fall detection and sleep quality.

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