How Can We Bridge the Gap Between Citizens and Government in Singapore?

This transcription discusses the journey of a former Singaporean public servant who became an entrepreneur in the field of citizen engagement. They emphasize the importance of deep and meaningful conversations in citizen engagement, as well as creating emotional, cognitive, and behavioral outcomes. They also address the barriers to engagement and offer solutions to overcome them. The entrepreneur is constantly experimenting and refining their strategies, paying attention to even the smallest details to create a positive and impactful engagement experience. Okay, so have you ever felt like you really wanted to make a difference, but you just like hit a wall? Yeah. It's like the system was not built for the kind of change you had in mind. Oh, for sure. Well, today we're exploring citizen engagement, and we're going to look at it in a whole new light. Okay. Through the lens of someone who has actually been on both sides of the fence. Interesting. A former Singaporean public servant who took the leap into entrepreneurship. I love it. A fascinating journey. We're going to be unpacking their LinkedIn posts from the past few years, and these chronicle not just their career shift, but their evolving philosophy on what makes for truly effective engagement. And by the end of this deep dive, you'll walk away with practical tips for making your voice heard. You'll understand the motivations and the hurdles of someone who chose to disrupt from the outside. Yeah. And maybe even feel inspired to tap into your own potential for change. Now, what's really striking about this individual is they actually left the public sector twice before starting their consultancy. Twice? Crowdsense. Wow. That's commitment. What pushed them to take such a leap, not once, but two times? So their first departure was almost like a test, a way to challenge themselves and gain experience outside the familiar comfort zone of government. But the second time, it was a deliberate decision. They were yearning for that ownership, that freedom to build something from the ground up. That entrepreneurial itch, it can be hard to ignore. But starting a business, especially in a space like citizen engagement, is no walk in the park. What kind of roadblocks did they face? Well, they talk about navigating the complexities of Jabees. Jabees? Singapore's government procurement portal. Imagine pouring your heart and soul into proposals only to be met with rejection after rejection. It's enough to make anyone question themselves. Definitely not for the faint of heart. But beyond the bureaucratic hurdles, were there any personal doubts or challenges that they had to overcome? Absolutely. They're very open about the feelings of self-doubt and loneliness that often accompany the entrepreneurial journey. They even describe entrepreneurship as a 247 always-on mode, a constant hustle. That resonates with so many entrepreneurs, that feeling of isolation and pressure. But it sounds like they found ways to celebrate those small wins to keep the momentum going. Oh, definitely. There's this palpable sense of joy in their posts when they talk about selling out their first workshop. You know, it's a reminder that success, especially in entrepreneurship, is often a series of milestones, not a single grand achievement. So true. Every win, no matter how small, fuels that fire. But they also seem to be incredibly open about their failures. They actually share a story about organizing a tennis retreat that well. Didn't quite go as planned. Ah, yes. The infamous tennis retreat. Only one person signed up. But what's remarkable is how they use that experience as a learning opportunity. Right. They don't shy away from the flop. Instead, they analyze what went wrong, what assumptions they made, and how they could approach things differently in the future. That's a powerful lesson for anyone, really. It's so easy to get discouraged by setbacks. But reframing them as learning experiences is crucial, especially in a field as dynamic as citizen engagement. Speaking of learning, this entrepreneur seems to be a firm believer in continuous growth. They talk about attending workshops on seemingly unrelated topics like pricing services and forum theater. Now, forum theater sounds intriguing. Could you explain that a bit more for our listeners who might not be familiar with the term? It's this really interesting interactive theater form where actors present a scene depicting a social issue or conflict, and then the audience is invited to step in and replace characters. Interesting. It's a way of exploring different solutions and outcomes. It's a powerful way to foster dialogue and empathy, and it seems to have resonated deeply with the entrepreneur's vision of citizen engagement. That makes so much sense. It aligns perfectly with their emphasis on creating spaces where people can actively participate and explore solutions together. It's not just about passive listening or one-way communication. Exactly, and this brings us to the heart of their philosophy, how they define citizen engagement. They make a clear distinction between what they call re-CH versus re-COH engagement. Let's unpack that. What's the difference, and why does it matter? Re-CH is all about maximizing the number of people you engage, often through surveys or large-scale events. Think town halls or online polls. It's about casting a wide net. ACH engagement, on the other hand, focuses on quality over quantity. It's about facilitating deeper, more meaningful conversations with stakeholders, often in smaller, more intimate settings. It's about going beyond surface-level interactions and really delving into the nuances of the issues at hand. Exactly. They argue that both reach and rich engagement have their place, but they really emphasize the importance of re-CH interactions, especially in the context of Singapore, where genuine open dialogue can be more challenging to foster. I can see that. Singapore has a reputation for being a very efficient and well-organized society, but that can sometimes come at the expense of open dissent or challenging the status quo. Right. And this is where their perspective gets really interesting. They're not just advocating for more engagement. They're advocating for a specific type of engagement that values deep listening empathy and respectful dialogue, even, or perhaps especially when there are disagreements. That's a really nuanced point. It's not enough to simply get people talking. It's about creating the conditions for truly productive and meaningful conversations that lead to greater understanding and action. And this ties into their belief that effective citizen engagement needs to go beyond simply sharing information. They have a three-pronged approach to outcomes, emotional, cognitive, and behavioral. They want participants to not only feel something, but also know something and be motivated to do something as a result of the engagement. Okay. That's fascinating. I'm really curious to delve deeper into this three-pronged approach. What do they mean by emotional outcomes? Well, they argue that the emotional atmosphere of an engagement can be just as important as the content itself. They want participants to walk away feeling inspired, empowered, or even relieved, depending on the topic. It's about creating a positive experience that resonates with people on a deeper level, right? Exactly. They even point out that while people might not remember every detail of a presentation, they will remember how they felt during the session. Those emotions can have a lasting impact on how they perceive the issue and their willingness to engage with it in the future. That makes so much sense. So if emotional outcomes are about how people feel, what about the cognitive aspect? What are they aiming for there? So this is about ensuring that participants gain a clear understanding of the issue at hand. Okay. It could involve sharing key facts and figures, debunking myths, or providing a historical context. It's about equipping people with the knowledge they need to participate in informed and constructive conversations. Precisely. It's about building a shared understanding of the issue, even if there are differing viewpoints. And finally, what about the behavioral outcomes? What kind of actions are they hoping to inspire? This is where the rubber meets the road. It's about translating awareness and understanding into concrete actions. So it could involve encouraging people to volunteer, donate to a cause, or contact their elected officials to advocate for a specific policy. Exactly. Or even something as simple as sharing information with their networks or having more thoughtful conversations about the issue with friends and family. It's about empowering people to see themselves as agents of change, capable of making a difference in their own spheres of influence. Absolutely. And this entrepreneur is incredibly thoughtful about how to facilitate that shift from awareness to action. They talk about using behavioral nudges, making it easy for participants to take the next step, and providing ongoing support and resources. That's a really holistic approach. They're considering every aspect of the engagement process, from the initial emotional connection to the final call to action. And what's interesting is that they're also very aware of the reasons why people don't engage. You mean like apathy or lack of interest? Well, they go beyond those surface-level explanations. They talk about the lack of awareness, the high commitment requirements of some engagement initiatives, the erosion of trust in institutions, and the feeling that many topics just aren't relevant to people's daily lives. Those are all very valid points. It's a reminder that there are often real barriers to participation that need to be addressed. Exactly. And this is where their entrepreneurial spirit really shines. They're not just identifying problems, they're actively seeking solutions. They're constantly experimenting with different approaches, refining their strategies, and learning from both successes and failures. And I'm betting they pay attention to even the smallest details that can make or break an engagement. You're absolutely right. They talk about the importance of seemingly mundane things, like having snacks and drinks that are easy to nibble on, and ensuring the room temperature is comfortable. Because who wants to have a deep conversation about complex social issues when they're angry or sweating buckets? Exactly. It's about creating an environment where people feel welcome, relaxed, and able to focus on the discussion at hand. It's almost like setting the stage for a good play. You want the audience to be comfortable and engaged, not distracted by discomfort or inconvenience. They even went so far as to visit a state-of-the-art training house, where a different sensor used to promote deep thinking or energetic discussion. Wow, that's next level. It's amazing how much thought they put into crafting those optimal conditions for engagement. And I think it speaks to their genuine beliefs in the transformative power of these interactions. They're not just going through the motions, they're genuinely invested in creating spaces where people can connect, learn, and grow together. It's inspiring, really. But I'm curious, how does this very idealistic vision of citizen engagement square with the practical realities they encounter? Do they ever get discouraged by the challenges? They do express concerns about what they call market failure when it comes to funding platforms for public discourse. They point out that even though there's a growing demand for spaces where citizens can engage in meaningful discussions, it's often difficult to make those spaces financially viable. So it's a classic catch-22. People want these opportunities for engagement, but they might not be willing to pay for them, making it difficult for these initiatives to sustain themselves. Exactly. And they raise a really important question. What happens when the market doesn't adequately compensate for the positive externalities of public discourse? How do we ensure that these valuable platforms can continue to exist and thrive if they're not generating enough revenue to cover their costs? It's a question that a lot of organizations are grappling with, not just in the field of citizen engagement, but across the nonprofit sector as a whole. Balancing mission and financial sustainability is a constant tightrope walk. Absolutely. And they also seem to have some reservations about the limitations of government policies and shifting mindsets. Right. There was a recent anecdote about facilitating a dialogue among parents about education, and they observed that even if the Ministry of Education wants to implement changes, policies alone can't always shift deeply ingrained mindsets or address the underlying complexities of the issue. It's like they're saying that true change requires more than just top-down directives. It requires a shift in attitudes, beliefs, and behaviors, which is often a much slower and more complex process. And it's a process that requires genuine engagement, the kind that fosters empathy, understanding, and a willingness to consider different perspectives. And that brings us back to their belief in the need to empower citizens to engage more effectively. They even float the idea of creating a citizen college. Now, that's an intriguing concept. What exactly do they envision? They imagine a space where people can develop the skills and knowledge they need to participate in public discourse constructively and respectfully. It goes beyond simply understanding the mechanics of government or voting procedures. It's about developing critical thinking skills, empathy, and the ability to engage in productive dialogue even with those who hold differing views. It's almost like they're saying that being a good citizen is a skill that needs to be cultivated just like any other skill. It's not something we're necessarily born with. It requires intention, practice, and ongoing learning. And they're putting their money where their mouth is. They're actually piloting a minimum viable product of this citizen college concept at Raffles Institution, a prestigious high school in Singapore. That's incredible. I'm eager to see how that project develops. But before we dive into their specific case studies and examples, let's take a quick plot to reflect on what we've learned so far. I think what stands out to me is their unwavering belief in the power of individual action. They've faced numerous challenges both within the system and as an entrepreneur, but they've never lost sight of their core mission to empower citizens to make a difference. It's truly inspiring, and I'm especially intrigued by their emphasis on the emotional and behavioral aspects of engagement. It's a reminder that we need to connect with people on a deeper level, not just intellectually, but also emotionally. And that we need to provide clear pathways for action, making it easy for people to translate their newfound awareness and understanding into tangible change. So it's not just about talking the talk. It's about walking the walk, both individually and collectively. Exactly, and that's a perfect segue into the next part of our deep dive, where we'll explore specific case studies and examples that illustrate their philosophy and action. So picking up where we left off, let's look at some specific examples of how this entrepreneur puts their citizen engagement philosophy into practice. You mentioned earlier that they facilitated a poverty simulation. What insights did that experience provide, and how did it shape their approach to engagement? You know, they initially had some reservations about the poverty simulation, worried that it might veer into what some call poverty porn. Poverty porn. Yeah, which is a sensationalized or exploitative portrayal of poverty, but they were impressed by how the facilitator handled the sensitive topic with nuance and care. So it wasn't just about shocking people with statistics or heart-wrenching stories. It was about creating a genuine learning experience. Exactly. They observed how the facilitator connected the simulation to real-world situations in Singapore, grounding it in the local context. And they were struck by how powerful it was to help people understand the systemic challenges faced by those living in poverty, not just through intellectual understanding, but through lived experience, even if it was simulated. That experiential learning can be so impactful. It's one thing to read about poverty, but it's another thing entirely to step into someone else's shoes and experience those challenges firsthand, even in a simulated environment. Right. Speaking of engaging experiences, they also shared an example of a friend who works at the National Trades Union Congress, or NTUC, who they felt was doing amazing work to support food delivery riders. What was it about their friend's approach that impressed them? So this friend, Tai Wei, takes a very hands-on approach to engaging with the riders. Instead of just delegating everything to his staff, he goes out to shopping malls and food courts where the riders' congregate talks to them directly and listens to their concerns. It's that R-I-C-H, engagement in action, right? Building those personal connections, demonstrating that he genuinely cares about their well-being. Exactly. And they contrast this approach with what they've heard about some senior leaders who, while emphasizing the importance of engagement, don't necessarily walk the talk. They might talk about the importance of connecting with stakeholders, but they don't necessarily provide the resources or support for their teams to do it effectively. It highlights the importance of leadership walking the talk, not just paying lip service to engagement, but actually creating the conditions for it to thrive. They also analyzed a government-run design competition for the former Tanjong Pagar railway station, critiquing its accessibility and offering ideas for making it more inclusive. That sounds interesting. I'm curious to hear their take on this. What were their specific critiques? So while they applauded the government's efforts to engage the public and gather ideas for revitalizing the historic railway station, they felt that the competition brief was too technical, making it less accessible to everyday citizens. So it was more geared towards professional architects or designers, rather than encouraging participation from a wider range of people. Exactly. They also questioned the intent of the competition, given the relatively small prize money. They speculated that it might have been more about providing students with a portfolio building opportunity than about generating truly innovative ideas. So they're reading between the lines. Yeah. Questioning the motivations behind certain engagement initiatives. They're not afraid to be a little critical, are they? Not at all. They're not just blindly praising or accepting things at face value. They're asking tough questions and offering constructive criticism. So how would they have done things differently? What suggestions did they propose? Well, they envisioned hosting brainstorming workshops at the railway station itself, inviting people to immerse themselves in the space and contribute ideas on the spot. They also suggested creating different competition categories tailored to different age groups and skill levels. Kids, students, adults, professionals, making it clear that everyone's voice matters. I love that. And breaking down those barriers to participation and creating a sense of ownership and belonging, inviting everyone to be part of shaping their city's future. They also mentioned that their friend David is exploring ways to make his agency more accessible to marginalized groups and youth. Oh, that's the friend they had that conversation with about a citizen college, right? Yes. The one who's also involved in the public sector. Yes. They had a really insightful discussion about the need to equip citizens with the skills and knowledge to engage effectively, especially those who might feel excluded from traditional forms of engagement. That's so important. Citizen engagement shouldn't be limited to those who already have the resources, knowledge, or confidence to participate. They also discussed the importance of teaching young people how to have productive disagreements, how to listen with empathy, and how to engage in constructive dialogue even when there are differing viewpoints. That's a critical skill, especially in today's world, where polarization and online echo chambers can make it difficult to bridge divides and have meaningful conversations across differences. And it seems like they're actively seeking out individuals and organizations that are trying to make a difference from within the system. They're not just focused on disrupting from the outside. They're also looking for allies and collaborators who are working to create positive change from within existing structures. And just a reminder that change can happen from multiple angles, both inside and outside established institutions. And speaking of change, they also share some interesting observations about how technology can be used to enhance citizen engagement. They talk about their experience in seeing an event for deaf driver and rider partners at Grab, a ride hailing company. Grab had also signed a memorandum of understanding with the Singapore Association for the Deaf to provide training and support demonstrating a commitment to inclusion and accessibility. It's a great example of how technology can be used to break down barriers and create more inclusive communities, especially for those who might have been traditionally excluded from certain platforms or services. They even shared about teaching seniors how to use the Grab app, recognizing that sometimes people just need a little guidance and support to embrace new technologies. That's so important. Technology can be incredibly empowering, but it can also be intimidating or inaccessible for some. It's about bridging that digital divide and ensuring that everyone can benefit from the opportunities that technology offers. And it highlights their belief in the importance of meeting people where they are recognizing that different communities have different needs and require different approaches. It's about customizing your engagement strategies to fit the specific context and audience. Their vision of citizen engagement isn't limited to the local context. They also talk about their experience working on the UN Sustainable Development Goals with nonprofits, which is a global framework for addressing some of the world's most pressing challenges. That's a huge undertaking. What insights did they share about their work in that space? They highlight the importance of aligning corporate strategies with the Sustainable Development Goals, recognizing that businesses have a responsibility to contribute to a more sustainable and equitable world. It's about moving beyond the traditional model of corporate social responsibility, where sustainability is seen as an add-on or a side project. Exactly. It's about integrating sustainability into the core of your business operations, making it part of your DNA. And they also emphasize the importance of collaboration in achieving the Sustainable Development Goals. It's not something that any one organization or sector can do alone. It requires a collective effort from governments, businesses, nonprofits, and individuals. It's that whole-of-society approach, recognizing that we're all interconnected and that we need to work together to create a better future for everyone. It's about seeing ourselves as part of something bigger than ourselves, recognizing that our actions have ripple effects that extend far beyond our immediate circles. Now, this journey of theirs hasn't been without its challenges. They talk candidly about the struggles of entrepreneurship, the long lead time for projects, the financial uncertainties, and the importance of building structures and processes to manage their workload effectively. They actually highlight the need for meticulous note-taking and knowledge management. Exactly. It might seem like a minor detail, but they're adamant that it's crucial for staying organized, tracking progress, and learning from past experiences. That's a great tip for anyone, really, whether you're running a business, working on a complex project, or simply trying to keep your life in order. Taking good notes and managing your knowledge effectively can save you a lot of time and headaches in the long run. They also talk about the crucial role that mentors and networks have played in their journey. They mention receiving valuable support and encouragement from people like Aaron Manium, who encouraged them to take the leap into entrepreneurship. It's a reminder that we don't have to go it alone. Having a supportive community of mentors who can guide us and peers who can inspire us can make all the difference, especially when we're facing challenges or feeling uncertain. And speaking of stepping outside one's comfort zone, they also share their experiences with stand-up comedy and improv. It's not something you'd necessarily associate with someone working in the field of citizen engagement, but they see a clear connection. Okay. I'm intrigued. What was it about those experiences that appealed to them? They talk about how those activities pushed them out of their comfort zone and helped them hone their public speaking skills, their ability to think on their feet, and their comfort with embracing the unexpected. It's about being willing to try new things, to challenge yourself, and to learn and grow from those experiences, even if they're outside your usual domain. They even shared about using ChatGPT to generate this hilariously cringy LinkedIn post about citizen engagement, filled with over-the-top language and emojis. Oh, I remember that post. It was so bad, it was good. What was the point of that exercise? It was partly for fun, but it was also a reminder that even when dealing with serious topics, it's okay to inject a little humor and lightheartedness. It can make the content more relatable and memorable, and it can help people feel more comfortable participating in the discussion. It's about finding that balance between being informative and being engaging, between being serious and being approachable. Now, as we continue to explore their journey, what are some of the key themes that are emerging for you? I think one overarching theme is the power of individual action. They consistently emphasize that anyone can make a difference, regardless of their background or position. And they demonstrate that through their own life, not just through their words, but through their actions. They're constantly seeking out ways to contribute to make a positive impact, whether it's through their business, their community involvement, or their personal interaction. Another theme that resonates with me is the importance of collaboration and community. They consistently highlight the value of working together, of bringing people together to share ideas, learn from each other, and support each other. It's like they said, coming together is a beginning, keeping together is progress, working together is success. Exactly. And I think a third theme that's woven throughout their story is the importance of continuous learning and growth. They're always seeking new knowledge, trying new things, reflecting on their experiences, and pushing themselves to evolve. It's that growth mindset in action. They're not afraid to make mistakes, to learn from their failures, and to keep pushing themselves outside their comfort zone. It's inspiring, really. But I'm also curious to hear their reflections on the challenges of balancing their idealistic vision with the practical realities of running a business. Yeah. Especially those financial hurdles they've encountered. That's a great point. They talk about struggling with to these rejections, the time-consuming nature of applying for grants, and the uncertainty of generating revenue as a freelancer. It's that tension between mission and money that so many entrepreneurs, especially in the social impact space, grapple with. And it's a tension that we'll explore more deeply in our next segment. But before we do, I'd like to leave our listeners with a provocative thought to ponder. Okay. I'm ready. Hit me with it. Imagine a world where every organization, from businesses to government agencies, approached citizen engagement with the same level of intentionality, creativity, and genuine pair that this individual demonstrates. What might that world look like? Wow. That's a powerful question. Yeah. It really challenges us to reimagine the possibilities of citizen engagement and to envision a future where it's not just an afterthought or a checkbox exercise, but an integral part of how we create a more just equitable and thriving society. That question really has me thinking, what if every interaction, from a business meeting to a policy discussion, had that same spirit of genuine engagement? It's a tantalizing thought experiment, isn't it? It challenges us to imagine a world where listening isn't just polite, but essential, where feedback is valued, not just collected. Exactly. And this entrepreneur's story shows that it's not just a pipe dream. They've built their entire career around making that vision a reality brick by brick. Yeah. They've had to make some tough choices along the way, like leaving the perceived security of public service to venture out on their own. Let's talk about those challenges. They've been very candid about the financial realities of running a consultancy focused on citizen engagement. They've mentioned those JBs rejections, the long grant application processes. It can't be easy. No. No. It's a constant balancing act, especially for someone driven by a mission rather than purely by profit. Great. Let's talk about the struggle to make certain initiatives financially viable, like those platforms for public discourse we discussed earlier. It seems like a classic chicken and egg problem. These platforms are desperately needed. But how do you fund them if people aren't willing to pay for something they perceive as a public good? It's a question that goes beyond this individual entrepreneur. It's something that the entire social impact sector grapples with. Right. How do we create sustainable models for initiatives that benefit society as a whole, even when they don't necessarily generate traditional profits? It's a question worth pondering. But even with those challenges, this entrepreneur seems to find immense joy in the work itself. Oh, absolutely. Their LinkedIn posts radiate enthusiasm when they talk about envisioning the future of CrowdSense, collaborating with talented individuals and seeing their ideas come to fruition. It's that spark of creation, the thrill of bringing something new into the world. And they haven't let those setbacks like the tennis retreat flop dampen their spirit. In fact, they seem to embrace those moments as valuable lessons. It's that growth mindset we talked about earlier. They're not afraid to experiment, to make mistakes and to learn from those experiences. It's a reminder that even the most successful entrepreneurs face setbacks. It's how you respond to those challenges that truly defines you. Speaking of learning, I was fascinated by how they drew inspiration from a workshop on pricing services led by someone in the outdoor education sector. It highlights that we can find valuable insights in the most unexpected places. Absolutely. It's a reminder to stay curious, to step outside our usual circles and to be open to learning from people with diverse perspectives and experiences. This entrepreneur seems to be a master of connecting the dots, finding inspiration in seemingly unrelated fields and weaving those insights into their work. And they're incredibly generous with sharing their knowledge. Their LinkedIn posts are full of advice, insights and resources for others who are passionate about citizen engagement. It's that spirit of abundance, that belief in the power of collective wisdom. Right. They're not hoarding their knowledge. They're sharing it freely, contributing to the growth of the entire field. It's a reminder that we're all part of a larger ecosystem. By supporting each other, sharing our knowledge and collaborating, we can create a more vibrant and impactful citizen engagement landscape. So as we wrap up this deep dive, what are some of the key takeaways that our listeners can apply to their own life? First and foremost, I think it's that citizen engagement is not a passive activity. It's not something that happens to you. It's something you actively participate in, shape and nurture. And it doesn't require a grand title or a position of authority. You can be an engaged citizen in your workplace, your community, even in your everyday conversations with friends and family. It's about showing up, listening deeply and being willing to contribute your unique talents and perspectives to the issues that matter to you. And remember, it's not about having all the answers or always getting it right. It's about being curious, being open to learning and being willing to experiment and iterate along the way. So let's all be inspired by this entrepreneur's journey. Let's embrace that spirit of engagement, innovation and collaboration. And let's work together to create a world where every voice is heard, every perspective is valued and every citizen is empowered to make a difference. Beautifully said. And on that note, I think we've reached the end of our deep dive. Thank you for joining us on this journey. Until next time.