Transacting with the government cannot just be a cold and efficient process – citizens expect the ability to talk to a real person, have someone listen to their needs, and a human touch to have a great experience. This session will focus on how agencies can create great experiences and the strategies to create such experiences, from good design to empathetic delivery.

Speakers at this panel include:

• Mohamed Farouk Bin Mohamed Ismail, Director, IT, Innovation & Digitalisation Division, Agency for Integrated Care, Singapore
• Anjan Ghosh, Group Director, Capability Group, National Council of Social Service, Singapore
• Teo Li Li, Director, Digital Business Enablement, Sentosa Development Corporation, Singapore
• Guillermo Carreño Manzano, Enterprise Sales Leader, ASEAN, Zendesk

Moderator: Thian Si Ying, Senior Reporter, GovInsider

To register for Festival of Innovation 2026, click here.