Overview and key figures
The Ministry plays a central role in shaping the nation’s workforce by balancing business needs with the rights and well‑being of workers, overseeing employment regulations, workplace safety, wage fairness, and dispute resolution.
To modernize and streamline the resolution of employment disputes, the Ministry partnered with Pega to build an AI‑powered self‑service platform that automates case intake, guides negotiations, and accelerates fair outcomes for both employees and employers.
500% increase resolution
In self-service
77% of cases settled
Before mediation
900 cases
Handled per month
An intelligent and proactive assistance to prevent, automate, and resolve conflicts through AI
Key features:
AI Chatbot support to minimize errors and capture all relevant information.
Automated mediation facilitation to enable employees and employers to resolve disputes without the need for court intervention.
Proactive conflict prevention: with Pega Customer Decision Hub™, helping employers to mitigate conflict before it escalates.
Seamless integration with external systems such as Singapore national identity solution.
Result:
✅ The enhanced journey for employers and employees marks a significant transformation, deploying the Ministry’s vision of seamless, efficient and more independent dispute resolution.