Empowering Epic Citizen Builders
Care Process & Redesign
Technology
National Healthcare Innovation and Productivity Medals
National University Health System
27 November 2025
Build internal capacity to manage Epic changes, reduce reliance on external resources, and improve workforce sustainability. The NUHS Epic Citizen Builders Program is a scalable, cost-effective solution that empowers internal staff, drives innovation, and.
Year Submitted: 2025
Published Date: 27 November 2025
Tags: Care Process ＆ Redesign, Productivity, Cost Saving, Technology, Digitalisation, Workflow Redesign
About this Content
Aims
Build internal capacity to manage Epic changes, reduce reliance on external resources, and improve workforce sustainability.
Background
Rising demand for the National Next Generation Electronic Medical Records (NGEMR) modifications and data requests strained NUHS Group Medical Informatics resources. Slow innovation, long turnaround times, and high costs for external Epic builders were challenges.
Methods
Empowering internal staff by creating roles such as Physician Builders, Operational Builders, and Dandelions, providing tailored Epic training and certification, and establishing a governance framework.
Results
Increased capacity with citizen builders handling up to 23% of total Epic requests, cost savings by reducing reliance on external builders, innovation through value-added dashboards, and faster turnaround times.
Conclusion
The NUHS Epic Citizen Builders Program is a scalable, cost-effective solution that empowers internal staff, drives innovation, and ensures long-term sustainability in healthcare IT.
Lessons Learnt
Empowering internal staff and structured training can significantly improve system management and reduce costs.
Keywords
Epic, Training, Workforce Sustainability
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | National University Health System |
Organization(s) Involved | National University Health System |
Platform(s) | National Healthcare Innovation and Productivity Medals |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators, InfoTech |
Project Lead(s) | Marissa Tan Cher Ling |
Project Member(s) | Nor'Ain Binte Nordin |
Connect with this contributor!
Nor'Ain Binte Nordin - norain_nordin@nuhs.edu.sg
Project Attachment
472_NUHS_NHIP_2025_Transforming_the_Future_of_Healthcare_IT-Empowering_Epic_Citizen_Builders.pdf