 Hello, I'm Audrey Tong, Taiwan's digital minister in charge of social innovation. Really happy to be here virtually to show you some thoughts around digital transformation and how people-public-private partnerships can help countering the pandemic. Last year in 2020, on the first day of the year, we began the health inspections for off-life passengers coming in from Wuhan to Taiwan. And as the first values about the R-value, the basic reproduction rates of the new virus became trickling in, at the end of January that year, a couple epidemiologists, Professor Fancy Tai and Chen Yuxuan, gave a presentation to our cabinet office. They calculated a numeric model that showed definitely if three-quarter of people wear the mask and wash their hands across all the different districts and all the different townships, then we will not need to go into a lockdown. However, if less than that number of people have access to masks, then it's inevitable that we will face community spread. Because of this very clear 75% shared value, shared goal, we began a innovation process that began with the government technologists. In Taiwan, we have universal broadband and universal healthcare. So the pharmacists, most of them more than 90%, have a very quick fiber optic connection back to the National Healthcare Insurance Agency. And because of this, we immediately thought that we can ration out the mask produced this way on the pharmacies based on what the community have already trusted. The reason why we did not go with, say, mobile payments or other electronic payments to ration the mask is because we know in the more rural or remote places not everyone have the habit of using such mobile payments. And because of that, we will probably face pockets that less than three quarter of people have access to masks and therefore we chose the way that has universal inclusion. So inclusion is the most important value in the beginning of digital transformation. Just as we are rolling out the GovTech project, people in the civil society, the social sector people such as Howard Wu and Xinjiang Qiang here, they also wrote their own maps. In the Thailand city, they have visualized all the different stores, whether some of them still have masks, whether some of them run out of masks, they use a crowdsourced platform to ask people to contribute so that people do not have to queue in vain. And because in Taiwan, the civic tech community is very well connected to the cabinet office, so I immediately took their idea and asked the premier saying that we need to support the people who trust them with open data. And when open data is updated in real time, we call it an open ABI. So on the beginning of February, they got the access to all the 6,000 pharmacies and every 30 seconds, it's updated on their map, which pharmacies still have some mask available and which have just run out of masks and down to the individual pieces of mask sold. But at the same time, the pharmacies are also doing their own social innovation. Many pharmacists handed out those numbered cards saying, instead of swiping the IC card for national health care during the queue, they would ask people who queue in the morning to just deposit the IC card in the pharmacy in exchange of a small number and then with that numbered card, they can go back in the evening when the queue is no longer there and they can redeem the mask ration as well as their IC card. Now individually, this social innovation by the pharmacies could reduce queuing very effectively. Individually, the mask map can avoid needless queuing to the pharmacies that have run out of masks. But these two together, well, created a lot of explosive externalities, much like Mentos and Coca-Cola, so much so that a nearby pharmacy near my residence put a very large banner in the front window saying, don't trust the app exclamation mark. And why is that? Because if a pharmacy handed out the numbers, then on the mask map, it's as if they have not sold anything because it only counts the national IC card swipes. And so during the lunch break, they would sell everything on the map, it looks like, and people would call and complain that why are they not selling all the masks in the morning? Why do they tell the people who show up with the mask map at hand that they have run out of mask when they show still clearly that on the map app that they have still some mask left? And so to resolve this situation, we cannot take one side over the other. We cannot tell the pharmacies to stop handing those numbered cards. We cannot tell the mask map makers to stop updating every 30 seconds. Instead, we ask the pharmacists what to do. And after a couple weeks of co-creation, we eventually settled on a button. If they click the button, they can disappear from the map for the day. And so it's like a cloaking device. And so the moral of this co-development is that mutual trust relies on taking all the sides. Instead of choosing one side over the other, we need to engage in multi-stayholder conversations. Actually, we had such a conversation back in 2017 with the tax filing experience. George Jiuyun, a service designer, petitioned at a time saying the tax filing experience is explosively hostile to the citizens. And it was indeed a case. But instead of defending our policy, we simply said, OK, it's everyone's business with everyone's help. Anyone who can play about tax filing get to co-create a 2018, the next year's tax filing system go together, and that's exactly what we did. And when we did so, we did a API-first procurement, meaning that a system became like legal blocks. So when it comes, for example, for people who don't have time to go to the pharmacy to queue and they want to instead pre-order on an app, in March, it took us only a couple of days to change the tax filing platform. So it became a Musk pre-ordering platform. So across different ministries, they can nevertheless share the same infrastructure for cybersecurity reasons and also for privacy reasons. All these are already very well understood, familiar tax filing experience for people so people don't have to learn another new way of interaction during the pandemic. Again, this made people feel safe and also made development much easier. So API-first procurement is also very important. Also, the civil society sometimes speaks through interpolations of members of the parliament. This is MP Gao Hong'an. She was VP of data analytics at Foxconn before joining the parliament. So she knows something about data. And back in March, she interpolated administration Xi Zhonghe of Hezhen, saying that according to the OpenStreetMap community, even though it looks like that the population centers align almost perfectly with the mass distribution, it's actually a data bias. And why is it bias? Because not everyone own a helicopter. So what looks close on the map may not actually be close for the more rural places of people who have to rely on public transportation and so on. So she suggested that we need to correct this type of city-based bias. And Minister Chen, instead of defending the policy, again said, oh, legislator, teach us. And so we work with the OpenStreetMap community and the very next day, we change the distribution method and introduce the pre-ordering. So again, this is co-creation across all the different sectors in the society, including entrepreneurs. You're looking at Yolvent, a vending machine expert company. And what they did is that they convert the pharmacies which indeed relied on this manual processing of IC cards to be self-service vending machines. And after they roll it out in the Taipei city, the National Health Insurance Agency figured out how to work with such virtual pharmacies, how to extend their API so that they can handle this kind of authentication. And once they published that API, we made sure that all the four convenient stores, again, in the economic sector, more than 12,000 different stores all adopted their kiosks so that they can talk through the same API that the vending machine, the Yolvent team talked upon. And suddenly in April, we began pre-ordering at all the different convenient stores and that's more than tripled our distribution mechanisms. And that's the point when we got the 75% of people having access to masks and wearing them. When designing for the convenient store experience, initially we thought we could authenticate using the automated tele-machines, the ATM available in pretty much all the convenient stores in Taiwan. However, when we did a focus group I talked to, for example, this is Grandma Yang, a young friend of my own grandmother. My grandma is 88 years old and Grandma Yang is 70, 70 year old. And this KOL, Key Opinion Leader of the local community, really doesn't like going into a pharmacy to queue for a long time. And she used to complain a lot about the queueing experience. And so it looks like a perfect chance to introduce her to the ATM-based authentication and prepayment system. But she told me in no uncertain terms that if we use the ATM, then she will actually be very afraid because she'll be afraid that a password will be copied by the people queuing after her. That she'll be afraid that after a misclick of a ATM button, maybe she'll accidentally transfer her saving to the center of disease control accounts or many other failure amounts. And so she said, unless you can use exactly the same flow of experience as the pharmacies, she will not consider Convenience Store even though it's much closer to her community. So we redesigned the entire flow so that she can actually count the coins and pay through the coins on the Convenience Store with the staff there and use their national health card without requiring any use of an ATM card or mobile payments. And she was very happy and she helped convince younger friends like 66 years old, 55 years old. And that is how we get the fully inclusive design process. So again, include the senior people, include people who don't think about it, digital experience the same way as you do, as early as possible as focus groups, that will make sure that digital transformation feels safe to everyone involved instead of just a few people in the society. So finally, I would like to say that all this experience, we've documented it. You can check it out at Taiwan, can help that us and Minister Chen Shizhong as pictured here around the time last April when we hit 75% of monthly availability response to someone on Twitter asking if it's possible to dedicate some mask that we did not collect because many people already buy a mask from other commercial vendors. So dedicate the mask region in quota to international humanitarian aid and we implemented that too last year. And to date, there's more than seven million pieces mask dedicated this way. And we subsequently dedicated also the blueprint to make such a self-contained mask factory and so on. And I think this symbolizes the idea of Taiwan can help. So thank you for listening and live long and prosper.