Job Description

What the role is:
You will be interning with the Communications & Customer Engagement (CCE) Department. During your internship, you will build an AI-powered training simulator (flight simulator) that allows CSOs to practice responding to customer email enquiries in a safe and controlled environment. The simulator will generate realistic scenarios, evaluate responses, and provide immediate feedback to build CSO skills independently. o Collaborate with the CX team to scope out training requirements and identify key competencies that CSOs need to develop. o Design and curate realistic customer enquiry scenarios across 3-4 difficulty levels based on actual customer service situations (20-25 scenarios). o Build a web-based training simulator with user authentication, session management, and database infrastructure to capture practice sessions and results. o Integrate Large Language Models (GPT-4, Claude, or similar) to power automated response evaluation and feedback generation. o Perform prompt engineering to ensure AI evaluation provides accurate, actionable feedback aligned with established service standards. o Develop progressive skill tracking to monitor CSO development over time. o Build self-practice mode for individual skill building with dashboard for TL review. o Create admin interface for CX team to manage scenarios and view CSO progress. o Participate in user acceptance testing and conduct briefings/training sessions for CSOs on simulator usage. o Conduct cost analysis and optimise LLM usage for sustainability. o Translate key findings from practice sessions into actionable insights and present them to stakeholders both orally and in writing. o Assist in the operationalisation and roll-out of the simulator, including comprehensive documentation and user guides.
What you will be working on:
At the end of the internship, the intern will have developed an AI-powered training simulator that enables CSOs to practice responding to customer email enquiries in a safe, low-stakes environment before handling actual enquiries. This reduces reliance on time-consuming one-on-one coaching, builds a foundation that can be expanded to train internal CSC frontline officers, and transforms resource-intensive face-to-face training into scalable, self-directed practice officers. The training simulator will: o Provide 20-25 realistic customer enquiry scenarios across 3-4 difficulty levels o Evaluate CSO responses and provide immediate, actionable feedback aligned with service standards o Enable CSOs to practice independently and track their own skill improvement o Provide the CX team with dashboard access to review CSO practice history and progress o Be deployed on government cloud with proper security measures and comprehensive documentation for future maintenance
What we are looking for:

• Final-year university student o Studying Computer Science, Information Systems, AI/ML, or related field o Minimum GPA: 3.5/5.0 or equivalent o Strong interest in AI applications and natural language processing o Creative problem-solver with attention to detail o Ability to work independently and manage projects o Excellent communication skills for stakeholder engagement o Demonstrated ability to learn new technologies quickly o Interest in education technology and training systems o Adaptability to changing requirements and ability to iterate based on feedback Essential Skills: o Full-stack development (Python or JavaScript) o Web application development (Flask, Django, React, Node.js, or similar) o Database management (SQL) o Version control (Git) o Understanding of API integration and RESTful services Bonus Skills: o Experience with LLM APIs (OpenAI, Anthropic, or similar) - personal projects count o Understanding of prompt engineering concepts o Experience building AI-powered applications o Government cloud deployment experience (GCC, AWS GovCloud) o Knowledge of natural language processing (NLP) concepts o UI/UX design principles o Understanding of AI safety and responsible AI practices o Knowledge of instructional design principles

About Civil Service College:
The Civil Service College (CSC) is a statutory board under the Public Service Division, Prime Minister's Office. We are the central learning institution for the Singapore Public Service and we partner government ministries and agencies to develop people for a first-class public service. CSC brings together public officers from diverse backgrounds and provides them with opportunities for learning and skills upgrading. Our service-wide networks enable public officers to build capabilities, develop shared ethos and gain deeper perspectives, creating a collaborative environment for dialogue and knowledge sharing. Through our programmes and services, CSC aims to strengthen strategic capacity in governance, leadership, public administration and management for the Singapore Public Service.

Skills Required