New research from Salesforce highlights the strong potential for artificial intelligence (AI) agents to revolutionise public service in Singapore. A staggering 98% of Singapore constituents expressed readiness to use AI agents to interact with the government. This finding places Singapore among the top nations embracing AI solutions, ranking second out of 18 countries surveyed globally.
The growing role of AI in government services
Salesforce’s research uncovers that while most Singapore residents find public services easy to navigate, there’s still room for improvement in government interactions. Approximately 12% of respondents reported difficulty when seeking help or answers from public agencies. Additionally, about a third of Singaporeans remain unsure about available programmes.
AI agents, however, could significantly streamline public services. By providing 24/7 access, speeding up response times, and reducing the complexity of accessing services, these tools could elevate citizen satisfaction. With tightening budgets and increasing demands, AI can also support public servants by handling repetitive tasks without the need for additional manpower.
Speaking on the topic, Sujith Abraham, Senior Vice President and General Manager of Salesforce ASEAN, said, “AI agents represent a revolutionary innovation that will help governments meet citizens where they are; easier access, 24/7 service, and streamline operations. To meet rising citizen expectations, governments must seize the opportunity of AI solutions like Agentforce.”
Abraham also emphasised Singapore’s leadership in digital innovation through initiatives like the Smart Nation Vision, which integrates emerging technologies to enhance public service delivery. He added, “Singapore needs to act now in the face of such a transformative technology to improve lives and unlock further economic opportunities.”
Public service satisfaction in Singapore
The research found that public service interactions in Singapore are generally positive. Around 74% of respondents stated that they find it easy to understand what public services are available, while 67% felt the same about public assistance programmes. However, constituents identified several key areas for improvement:
- Reducing the number of steps needed to address their needs.
- Enhancing data security.
- Improving response times.
These insights demonstrate that while satisfaction is high, citizens are looking for more streamlined and secure government services.
High support for AI in the public sector
The findings revealed that Singaporeans are among the most willing globally to embrace AI solutions in the public sector. When asked what they value most in AI agents, respondents prioritised:
- 24/7 access to information and services (57%).
- Efficient access to government resources (52%).
- Reducing the number of websites and steps needed to address their needs (50%).
This strong support for AI technology highlights an opportunity for Singapore’s government to lead the way in implementing AI agents to improve service delivery.
