Case Study: Singapore Ministry of Manpower resolves disputes faster with Pegasystems

How the Ministry used AI to create faster, fairer outcomes for workers and employers alike

The Singapore Ministry of Manpower faced growing complexity in handling employment disputes, with a manual, paper-based complaint process that was slow and labor-intensive for both workers and staff. As Singapore’s workforce became more diverse and gig-based issues increased, the ministry needed a more efficient, fairer way to manage cases, and turned to Pegasystems and the Pega Platform.

Pegasystems helped the ministry build an AI-powered self-service dispute resolution platform on the Pega Platform, with chatbot intake, guided mediation, proactive alerts, and integrations such as SingPass and Zoom. The result was a 500% increase in self-service resolution, 77 cases settled before mediation, and about 900 cases handled per month, significantly reducing officer intervention and speeding up outcomes.

The Singapore Ministry of Manpower