Digital solutions for dispute resolution

Empowering the workforce, one claim at a time

Fred, a barista at a popular coffee franchise in Singapore, discovered his employer had failed to pay his salary due to the company's cashflow problems. For cases like Fred's, employees can file claims at the Tripartite Alliance for Dispute Management (TADM). The Ministry of Manpower (MOM) oversees employment rights under the Employment Act and, with TADM, manages employment disputes and salary claims. TADM offers mediation services, advisory services and handles the initial stages of employment claims.

With around 12,000 claim cases annually, MOM and TADM wanted to introduce a more efficient dispute resolution process. The goal was to improve user experience and organizational effectiveness and productivity such as reduced resolution time with digitalization.

Accenture helped MOM and TADM advance on this endeavor by developing EmPOWER (Employment Practices and Progressive Workplaces Shared Platform). The system integrates AWS cloud-native services, Google Dialogflow CX chatbot, and the PEGA case management platform to streamline case handling from start to finish, minimizing human errors.

EmPOWER:  Securing your work salary round-the-clock

Let’s look back at how EmPOWER resolved Fred’s case in just 4 weeks (2x faster than manual processing!): 

• Fred is greeted by EmPOWER’s AI-powered chatbot, integrated with SingPass login—Singapore’s digital identity system—to address queries and pre-fills details provided in the chat into the claim portal—available in five languages, covering 95% of Singapore's claimants. While lodging the claim, self-help tools like e-calculators and eligibility checks guide him through to ascertain claim amounts and verify claim eligibility.
  
  
• The platform’s self-resolution feature helps identify dispute grounds, gather evidence, provide customised advice, and uses sentiment analysis to keep interactions civil and enable both parties to self-resolve the employment dispute.
  
  
• Once a settlement is reached, Fred and his employer digitally sign the agreement using SingPass, reducing turnaround times and eliminating the need for physical presence.
  
  
• Fred can then track the settlement status through the EmPOWER employee dashboard. If the employer fails to make the payment, he can schedule e-mediation with TADM mediators. If it remains unresolved, a Claim Referral Certificate will be filed with the Employment Claims Tribunal (ECT) for further escalation.
  
  
• His data remains secure, stored locally in Singapore, and he can confidently manage the process through a trusted digital platform.

For a one-time registration fee of $10-$20, individuals can resolve disputes online—anytime, anywhere, right from their fingertips.  Whether you are working in retail or construction, local or migrant worker, EmPOWER supports your claim from beginning to end.

A tech-powered paradigm shift

Under MOM’s Future of Work vision, EmPOWER has evolved into an intelligent platform that redefines employment services across three dimensions:

• Accessibility for all users—regardless of digital literacy or language—through AI-powered support.
  
  
• Borderless service delivery—via virtual mediation rooms and secure digital collaboration spaces.
  
  
• Equipping officers with data-driven tools to deliver more targeted and empathetic interventions.

Recognized with the 2024 Best in Future of Work award, EmPOWER stands as a model for transformative public service. By embedding intelligence and empathy into every interaction, it is transforming dispute resolution and helping build a resilient, future-ready employment ecosystem for Singapore.