Intern_Office of the Public Guardian, LPA Process Review, FLG/IGS

The Office of the Public Guardian (OPG) administers the Lasting Power of Attorney (LPA) framework, which enables individuals to appoint trusted persons to make decisions on their behalf should they lose mental capacity. Over the years, OPG has progressively digitalised LPA services through online submissions and integrated digital platforms. However, the LPA process continues to involve multiple manual operational touchpoints and exception-handling scenarios involving a wide network of stakeholders — including donors, donees, certificate issuers, operational officers, service providers, and partner agencies. As OPG continues its digital transformation journey, there is an opportunity to conduct a structured review of the end-to-end LPA journey to identify process inefficiencies, manual workarounds, duplication of effort, and opportunities for automation and AI-enablement. Responsibilities The intern will lead a comprehensive process review of the LPA end-to-end journey and develop actionable recommendations for automation and digitalisation. Key project deliverables include: - An as-is process map documenting the full LPA journey across all stakeholder touchpoints. - An automation opportunity register identifying specific pain points, manual workarounds, and recommended solutions (e.g. RPA, workflow automation, AI-assisted processing). - A recommendations report with prioritised proposals to reduce manual effort, improve turnaround time, reduce operational errors, enhance user experience, and improve data quality and reporting capabilities. - A presentation of findings to OPG Divisional or Senior Management at the close of the project. What the Intern Will Learn - The intern will gain hands-on experience in public sector digital transformation and process re-engineering. Specific learning outcomes include practical skills in process mapping and workflow analysis, exposure to automation tools and AI applications in a government service context, experience in stakeholder engagement and requirements gathering, and an understanding of how regulatory and operational considerations shape digitalisation decisions in the public sector. Experiential Opportunities Beyond desktop research, the intern will have the opportunity to engage directly with OPG operations officers, attend relevant team meetings and briefings, and observe frontline service processes to develop a grounded understanding of the LPA workflow. This exposure will inform the quality and practicality of the intern's recommendations. Requirements Disciplines: Computer Science, Information Systems, Business Analytics, Data Science, Artificial Intelligence, Software Engineering, Digital Transformation, Industrial & Systems Engineering Preferred Skills: Process mapping, data analytics, user journey design, automation tools (e.g. Power Platform, RPA, workflow automation), basic understanding of AI and Generative AI applications, stakeholder engagement and requirements gathering