Singapore Tasks Agentic AI for Trusted and Improved Government Services
In an era where citizens expect government services to be fast, seamless, and empowered, Singapore is taking significant steps to integrate Agentic AI into its public sector. This initiative aims to enhance the efficiency and responsiveness of government services, ensuring that public trust is maintained throughout the process.
Introduction to Agentic AI
Agentic AI is being deployed to meet the rising expectations of citizens who demand quicker and more efficient public services. At the ServiceNow Public Sector Forum in Singapore, government leaders gathered to explore how these advanced AI workflows could bridge the gap between citizen expectations and actual service delivery.
Casey Coleman, the Vice President of Global Public Sector, emphasized that technology should not be used for its own sake, but rather to help communities, families, and individuals thrive. She noted that Agentic AI presents both opportunities and challenges in public service, which can lead to faster service delivery and improved value from existing data systems.
Challenges in Service Delivery
Despite the potential of Agentic AI, citizens are still facing delays, with the average query taking nearly five days to resolve. Research from ServiceNow reveals that 47% of Singapore citizens prioritize speedy service, while a significant number wish to avoid being transferred between departments. Coleman highlighted the complexity of integrating various data systems as a major hurdle in deploying Agentic AI effectively.
Cross-Agency Collaboration
To provide seamless services, Singapore is testing Agentic AI through initiatives like the AI Control Tower. This central intelligence hub connects various AI projects within government agencies, enabling them to offer a unified experience for users. For instance, job seekers can access a single employment portal that consolidates services such as benefits and grants, thus simplifying their interactions with the government.
Unlocking Intelligent Workflows
Agentic AI has the potential to automate repetitive tasks, allowing public servants to focus on more value-added activities. The shift towards intelligent workflows requires not only technological advancements but also effective change management processes, ensuring a smooth transition from traditional methods to more efficient systems.
Ensuring Security and Trust
As governments embrace Agentic AI, maintaining public trust is crucial. Coleman warned that without robust security measures, the adoption of AI could risk eroding this trust. Security must be embedded at every level, from the codebase to data handling, with human oversight integrated into AI operations.
However, many agencies struggle with the lack of centralized AI governance, which complicates the balance between scaling up AI initiatives and ensuring adequate oversight. ServiceNow offers its AI Centre of Excellence to help public agencies navigate these challenges and achieve a successful AI integration.
Conclusion
By combining intelligent workflows with strong trust frameworks, Singapore aims to demonstrate how Agentic AI can help governments meet increasing citizen expectations for speed, clarity, and empowerment. This initiative not only seeks to enhance service delivery but also to protect the vital public trust that underpins effective governance.
