Singapore's digital government services improve, but citizen experience lags
Singapore's overall digital government score rose to 65 in 2025, a 4.7 percent increase from the previous year, according to Adobe's Digital Government Index released Monday. The gain marks three consecutive years of growth.
Faster websites and better self-service tools drove the improvement. The Central Provident Fund Board, for example, uses plain-language content to help citizens manage retirement planning online.
Yet the index found a 5.8 percent decline in customer experience. Services work faster and more reliably, but citizens still struggle to navigate them.
Where the friction points are
Citizens encounter fragmented journeys, complex content, and inconsistent design across mobile and desktop. Information remains scattered across agencies rather than organized around what people actually need to do.
Personalization capabilities exist unevenly across government. Some ministries score as high as 68.8 on personalization measures while others reach only 37.5, creating inconsistent experiences depending on which agency a citizen contacts.
AI readiness emerges as a new measure
The 2025 index introduces AI readiness as a new assessment area. Singapore leads Asia with a score of 65.5, reflecting strong foundational technical capabilities.
Government websites perform well in trust and are technically accessible to machines. But official information rarely appears in results from large language models and AI-powered search assistants-the tools many citizens now use first when seeking help.
This gap matters. Citizens increasingly begin their search outside official government channels, reducing visibility of authoritative information and official services.
What comes next
Singapore's government has invested in shared digital infrastructure, including SingPass identity systems and alignment to web accessibility standards. These foundations position the sector to address experience gaps.
The next phase requires focusing on how services actually feel to use. Faster infrastructure alone won't solve the problem if citizens can't find what they need or understand how to complete tasks.
Learn more about AI for Government and Generative AI and LLM applications in public sector contexts.
Your membership also unlocks:
