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Ageing population is one of the key issue which Singapore is facing. As Singaporeans are living longer, the birth rate still remain low. This ageing effect causes an intensive effect on our economy and society. The demand for healthcare service increases and Singapore government is looking into how to tackle this issue with its demand. Between 1965 and 2017, Singapore’s population grew from 1.9 million to 5.5 million. However, the number of citizens aged 65 and above is increasing rapidly, as population growth slows. The size of this group of citizens doubled from 220,000 in 2000 to 440,000 today, and is expected to increase to 900,000 by 2030. (, 2018)

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In Singapore, Agency for Integrated Care (AIC) was established as an independent corporate entity under MOH Holdings, and assumed the role of National Care Integrator. AIC holds a major role in the elderly care health sector in Singapore since 1992. AIC work with stakeholders and partners in developing the Intermediate and Long Term Care (ILTC) sector.


Singapore’s health system is transforming itself to prepare for the aging population and AIC plays an important role towards patient-centric and integrated care. This transformation presents numerous meaningful opportunities for AIC employees – from finding better ways to support their clients to age gracefully in the communities they desire, co-developing innovative new care models with our healthcare partners, to working with different healthcare institutions to develop a seamless patient care journey.









AIC’s Mission and Vision


The AIC Logo comprises the wordmark “aic”, flanked by three Ripples on the right. The Ripples represent our mission to improve access to appropriate care and support clients and their caregivers, Grow and develop Primary and Community Care sectors, and Transform the Care Community to support ageing-in-place, with the end outcome of achieving best care outcomes for our clients. The outward motion of the Ripples symbolises our efforts to reach out to the public and our stakeholders in ensuring a well-connected healthcare delivery system. (, 2018)


AIC’s vision is to create “A Vibrant Care Community Enabling People to Live Well and Aged Gracefully”. Their mission is to empower their client to reach their best care results by improving access to proper care and support clients and their caregivers, grow and improve primary and community care sectors. AIC also transform the care community to support ageing-in-plate. (, 2018)


AIC’s core values – PRIZED Team


AIC’s core values are Professionalism, Respect, Innovative, Zest, Empathy, Diversity and Team. In AIC, Professionalism represents employees supporting one another to achieve the best for the team. Respect represents how they value people, their dignity, time and effort. Innovation presents better way of doing things and they encourage new ideas and approaches and learn together. Zest presents the motivation among the employees and to keep their energy high. Empathy presents they listen and seek to understand. They show care and consideration towards one another. Diversity represents an open mind and welcome their differences. They weave different strengths together to be a better team. Lastly, Team represents the teamwork summarize the above core values. (, 2018)



Stakeholder Identification

Stakeholder is an individual or a group that has one or more of the various kinds of stakes in the organization. Just as stakeholders may be affected by the actions, decisions, policies, or practices of the business firm, these stakeholders may also affect the organization’s actions, decisions, policies, or practices. With stakeholders, therefore, there is a real two-way interaction or exchange of influence. In short, a stakeholder may be thought of as “any individual or group who can affect or is affected by the actions, decisions, practices, or goals of the organization.” They are all the interested parties with the organization. There are two main categories of stakeholders in AIC. External stakeholders included suppliers, government, caregivers and patients; while internal we have employees which are from different departments and the leadership. After analysed the list of stakeholders in AIC and it can be found that a significant proportion were made up of clearly identifiable groups of people with similar interests.


Figure 1

Interest in the impact on

Stakeholder group




Business as usual








Ministry of Health (Government)

























Different stakeholders have different expectations, or even a conflicting one. Therefore, strategic managers need to be clear such as which stakeholders have the most impact? What are those expectations that they concerned most etc.?

In AIC the external stakeholders can be divided into four categories, which are:


·         Primary stakeholders: Patients, who receive the services and assistant from AIC

·         Economic stakeholders: Suppliers, who provide equipment such as wheelchairs and crutches

·         Social stakeholders: Ministry of Health (the government), who provide funding as a subsidy for the patients; they are also the one who can directly affect the organization strategy

·         Technology stakeholders: The caregivers, who provide professional nursing services to the patients including administration of medications etc.

As for the internal stakeholders, they are from various departments, or different levels of superiors. These internal groups may be organized according to the problems that they are facing.

The profits of all stakeholders are tied to the success and wealth of the business. In some specific cases, the profits of some stakeholders will be particularly prominent. Example customer benefits are especially important when it comes to product quality. In AIC, patients are the one who will receive the care services that provided by the organization. When it comes to work and its safety, the benefits of the employee are highlighted. Employees in AIC are the office staffs from various departments that working for AIC to manage the funding from government to the elderly who are in needs. Additionally, when it comes to issues such as the environment or regulations, the government is a very important stakeholder.


Stakeholder analysis


Figure 2



Figure 2 shows the structure of the AIC health care market. The Ministry of Health (MOH) also represents the government monitors and creates preconditions for all actors on the market, and has therefore a big influence on the functioning of these markets. AIC therefore act as a financial supporter for seniors and caregivers with the funds given by government. That is, the money or funds by the government will be allocated by AIC to the relevant groups. AIC partners with healthcare providers in the primary and community care sectors to raise their professional capabilities, identifies new learning and development opportunities and organises various forums for knowledge sharing.


AIC develops and promotes client-centric initiatives to help patients, their family members and caregivers to navigate the health care system with ease and confidence. Well-coordinated transitions enable patients to receive the best-suited care in appropriate settings and achieve better health outcomes. Somehow with these various financial assistance schemes, it has made a difference lives for the needy.


AIC values its trusted relationships with industry stakeholders such as hospitals, nursing homes, as well as medical equipment suppliers. They collaborate, initiate innovative solutions and with support from industry partners, establish sustainable care delivery models that create a holistic healthcare sector. They work with the community care partners to enable seniors and their caregivers to age well at home by considering community care first.


Stakeholder Map

LOW          Influence/ Power of Stakeholder           HIGH

LOW                                                 Interest of Stakeholder                                               HIGH



Figure 3



Figure 3 shows a matrix which maps the stakeholders according to their influence and interest. This mapping giving full consideration to the expectations and power of stakeholders in AIC. Therefore, these higher priority stakeholders are important to identify and manage well. It helps to understand the political priorities, and emphasized the important of the two issues as follow:


1.      Every stakeholder will place their expectations in the organization goals and strategic choices due to profit concern.

2.      Every stakeholder owned the rights to influence the strategy.

These two dimensions form the basis of the power/ interest matrix. It can also help to understand the impact of stakeholders towards the strategic development. However it has to be emphasized that how managers deal with the relationship between the organization and the stakeholders depending on the governance structure of that organization and the attitude of the organization towards the corporate responsibility.



Shared value

Shared value is the concept of holdings the economic social goals is not mutually exclusive which business can pursue profit while also promoting the common good (Michael E. Porter and Mark R. Kramer). While philanthropy and CSR focus effort on “giving back” or minimizing the harm business on society, shared value focuses company leaders on maximizing the competitive value of solving problems in new consumers and markets, cost savings, and more. It will continue to differ across organizations and because of this community and government will need to constantly reassess how they can optimize what they do to contribute to the creation of shared value and have a real change on monumental social problems.


Shared value is now becoming recognized as a leading management strategy for businesses, particularly when it comes to measuring corporate responsibility, attracting top talent, and strengthening revenue. In Singapore, aging population has changed rapidly. Some of the elderly will choose to stay in residential care homes. However, most of them want to age well at home. Therefore, the demand for 24-hour home care services in the community has increased. Integrated care is a common thread that runs through the health care reform efforts to developed countries around the world. Agency for integrated care (AIC) in Singapore, they are not only the national care coordinator, helping patients navigate the healthcare eco-system. It has an industry development role for the primary care, long-term and aged care sectors. It has added on the challenge of developing and coordinating mental health care delivery in the community.

Value-Creating Economy

Shared value could be created by developing the relationship with their external stakeholders who are the patients and caregivers. AIC worked with the community care partners to enable seniors and their caregivers to age well at home by considering community care. Clients’ health and benefit have always been AIC top priority, thus they engage only top health care talents of the highest calibre. With Singapore’s constantly ageing population, manpower shortage in the healthcare sector persists. AIC has been maintaining a close-knit relationship with various healthcare institutions and assist them in providing high-quality healthcare services through the maintenance of a stable healthcare workforce. Value-creating economy is about moving beyond value-adding. Demand for home-based healthcare are rising, therefore drive the growth of economy. Home care provided in AIC can be in the form of

·         Elder sitter

·         Home intervention programme

·         Home medical, nursing and therapy

·         Home personal care

·         Interim caregiver service

·         Integrated home and day care packages


Sustainable Finances

AIC is a professional, quality and integrated healthcare group that serves healthcare institutions and the public by providing all-round and effective healthcare staffing solutions. They keep up with the times and have been widely acknowledge in the industry and the society. The sector is growing rapidly. At the end, there is more than 1,000 new jobs were created in just one year in rewarding positons such as nursing, healthcare assistants and therapy aides. AIC’s professional outreach team, including registered nurses, physiotherapists, occupational therapists, registered social workers etc. could perform clinical assessment for clients. It is about maintaining a position of strength.

·         Carry out prudent spending on broad-based revenues sources

·         Emphasise value for money in healthcare programmes

·         Be more productive and innovative for better outcomes

·         Keep the economy vibrant and the tax system progressive


Inclusive Society, Fast City

A healthy community is an indispensable part of our social development. AIC could advocate public health education and actively promote correct health information. In AIC, they take sustainable development and societal care as vital parts of their corporate social responsibility. The volunteer team initiates monthly community activities. It is about providing opportunities for all.

·         Children

o   Build multiple pathways to success

·         Seniors

o   Help to stay healthy and active

o   Build on healthcare and retirement adequacy systems

·         Families

o   Support work and family aspirations

o   Support volunteer training opportunities

o   Enhance community infrastructure and the living environment


High Performance Government (MOH)

Nowadays, technological innovations condition the ways in which health care is being delivered. Medical consults increasingly occur at a distance, or people use mobile devices to communicate their vital statistics. These technical advancements, generally, are causing healthcare treatments to become more effective. In recent year, healthcare costs have risen much quicker and substantial collective health expenses pose a threat to the sustainability of governmental budgets and the provision of healthcare services. The Community Silver Trust (CST) is a dollar-for-dollar donation matching grant provided by the government to enhance the services of various sectors. It is managed by the Ministry of Health (MOH) and administered by the Agency for Integrated Care (AIC). E-health solutions are able to control the rising costs of healthcare and adverse effects of more patients requiring more treatments. It is about transforming to a future-ready public service.

·         Provide better digital services and more digital assistance and access for patients/ clients

·         Increase access to specific types of healthcare

·         Increase the quality of care delivered

·         Transform patients into empowered clients deals with the conviction

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