Meeting Rising Expectations: Personalisation, AI and Agile Digital Transformation in Public Services

In today’s digital era, platforms like TikTok deliver curated content effortlessly, prompting the question: Why can’t government services provide similar personalised, timely notifications and assistance? With advancements in AI, Singapore’s public sector has the potential to enhance citizen engagement through proactive notifications, reminders and tailored services, eliminating the need for citizens to search websites or call in. ​

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However, this shift toward dynamic, citizen-centric services presents challenges. Rising expectations, influenced by private sector interactions, put pressure on public service leaders to deliver personalised experiences at scale. This demands a move from one-size-fits-all methods to agile, AI-powered solutions, yet obstacles like legacy systems, budget constraints, and the need for human interactions remain. ​

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This roundtable gathers Singapore public sector leaders to discuss leveraging AI for citizen-focused experiences. They will explore strategies for integrating AI with centralised content, addressing challenges like process efficiency, inclusivity, and budget constraints. The discussion will also highlight the importance of balancing immediate service delivery needs with long-term digital innovation, ensuring no citizen is left behind in this transformation.​