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In this interview, Umairah Nasir uncovers how NCSS, Care Corner Singapore, and Pro Bono SG are reimagining the social service landscape through digital innovation, empowering their people to work smarter and make a deeper community impact.
The social service sector in Singapore has long been recognised for its people-first mission, but less so for its use of technology. That perception is changing fast. From AI-powered tools that lighten documentation loads to online portals that simplify access to legal aid, digitalisation is reshaping how social service professionals work and how agencies and retain talent in a purpose-driven sector.
At the forefront of this transformation is National Council of Social Service (NCSS), which is supporting social service agencies (SSAs) through capability building, leadership development, and digital innovation. On the ground, SSAs such as Care Corner Singapore, and Pro Bono SG are translating these initiatives into everyday impact, empowering staff to focus on what matters most — the people.
In this feature, Umairah Nasir speaks to leaders from NCSS, Care Corner Singapore, and Pro Bono SG to learn how digitalisation is enabling the sector to work smarter and serve better.
NCSS: Building a future-ready social service workforce
As the lead national agency driving sector development, NCSS works with the Ministry of Social and Family Development to strengthen the social service workforce through sustainable talent pipelines and technology-led innovation.
Since 2022, NCSS has invested over S$34mn through the Community Capability Trust to help more than 250 SSAs adopt technology. As we learn from Anjan Ghosh, Group Director, Capability Group at NCSS, this shift has redefined how services are delivered and perceived.
Technology not only improves operational efficiency but also transforms how social services are delivered and accessed. This challenges the long-held perception that the social service sector is less innovative than other industries.
By modernising operations, agencies can attract a new generation of digitally skilled professionals while improving the work experience for existing employees. One example is the Bone Marrow Donor Programme, which replaced its manual registration system with an automated process, freeing staff from administrative tasks and allowing them to focus on partnership building and fundraising.
Beyond technology, NCSS also invests in people development. Through the Professional Capability Grant, professionals can upskill through scholarships, study awards, and continuing education at the Social Service Institute. Leadership schemes such as 40 Under 40 and Sun Ray are nurturing future leaders across the people, private, and public sectors.
The Social Service Tribe movement, launched in 2018, further unites professionals with a shared identity and purpose. I observe that the inaugural Social Service Professional Awards, with honours presented by the President of Singapore, highlights the value of their contributions.
Looking ahead, NCSS anticipates that the sector will face rising and more complex demands due to demographic changes such as an ageing population and smaller family units. Currently, more than 20,000 professionals work across the sector, from social workers, psychologists, and therapists to corporate executives supporting service delivery. To meet growing needs, around 2,000 additional professionals will be required over the next five years, and manpower shortages remain a key challenge.
To prepare the workforce, NCSS is focusing on three core capabilities. First, digital literacy, which includes understanding and using tools such as automation and artificial intelligence. Second, data skills, which enable professionals to make evidence-based decisions. Third, human-centric collaboration, which helps staff maintain meaningful connections with clients and partners.
These priorities are supported through the IDEAL vision, which stands for innovative, data-powered, efficient, accessible, and linked, and initiatives such as TribeX at the Social Service Summit, where digital and data skills are being developed while keeping people at the centre of service delivery.
Care Corner: Empowering social workers through AI
Care Corner Singapore supports individuals and families across all age groups through counselling, family services, and youth development programmes. Its social workers often manage between 20 to 40 cases at once, balancing emotional labour with heavy documentation requirements.
To ease this burden, Care Corner partnered with Open Government Products to pilot Scribe, an AI-powered transcription tool that transcribes and summarises case sessions in real time. We speak with Ng Su-Ling, Director of People and Organisation Development, who says this innovation has changed how social workers engage with clients.
During the session itself, the SSP can focus more fully on the client without the pressure of having to take detailed notes.
Ng adds that after the session, social workers have more time and emotional bandwidth to reflect on the conversation, rather than rushing to document all the key points immediately.
The tool not only accelerates documentation but also enhances accuracy and consistency. While AI supports transcription and summarisation, social workers still add their professional insights and assessments, ensuring the human element remains central.
From a talent perspective, digital tools such as Scribe have become a key differentiator for Care Corner. The AI-powered transcription system reduces the administrative workload for social workers, allowing them to focus on client engagement during sessions. Staff can be more present with clients, building trust and connection, while also easing the mental strain of juggling active listening with documentation.
Clients benefit from more attentive and focused interactions, while staff experience improved work-life balance and reduced stress. For new entrants, the use of technology signals that Care Corner is forward-looking and invests in equipping its workforce with effective tools. For existing staff, it helps sustain their passion for the work and supports retention in a sector known for high burnout rates.
Pro Bono SG: Making legal help accessible through digital empowerment
Pro Bono SG (PBSG) Academy supports individuals and communities by bridging the gap between legal and social services.
Its LawGoWhere.sg portal provides accessible legal information and self-help tools, helping people navigate complex legal issues and connect with relevant services, including clinics, helplines, and law awareness resources.
The portal also strengthens staff capabilities. Programme managers and volunteers have developed skills in digital literacy, data analytics, and user experience design, enabling them to design user journeys that balance empathy with efficiency. As Kelvin Lim, Senior Manager at PBSG Academy, tells us, the portal helps staff guide clients more confidently and effectively. The team also uses analytics to better understand user needs and refine outreach strategies, ensuring programmes remain responsive and impactful.
Pro Bono SG’s participation at NCSS’s TribeX Summit offered additional opportunities for learning and collaboration. The summit allowed the team to exchange knowledge with peers across the sector, helping them gain confidence and adopt new approaches more effectively.
For Lim, digital initiatives are reshaping how young professionals view the social service sector. Many are digital natives who want to use their skills to make a social impact.
When they see platforms like LawGoWhere, they see that technology is being harnessed to bring legal and social services closer to the community.
Such initiatives make the sector more attractive by showing that careers combine purpose with innovation and that organisations are keeping pace with the digital age, offering opportunities for young professionals to contribute meaningfully while developing their skills.
Towards a digitally enabled, people-centred future
Across Singapore’s social service landscape, technology is increasingly supporting talent development and enhancing impact. Through the interviews, it is clear how NCSS’s sector-wide transformation efforts, Care Corner’s AI-assisted workflows, and Pro Bono SG’s digital platforms help staff work more efficiently while maintaining meaningful connections with the people they serve.
By combining innovation with human-centred service, the social service sector is shaping a future where technology strengthens rather than replaces compassion. This approach highlights how purpose and progress can advance together, equipping professionals to meet evolving community needs effectively.
Photos / Provided
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