Unlocking a 'one government' experience in Singapore

three employees collaborating in a conference room

Singaporeans increasingly expect a “one government” experience: a seamless journey from problem to resolution, no matter which department or agency they’re dealing with. Government initiatives such as ServiceSG, Singpass, and the OneService app—all part of Singapore’s No Wrong Door policy—represent meaningful progress toward this goal.

The next frontier lies in securely connecting agencies, public servants, agents, systems, and data that power citizen-facing services. ServiceNow can help.

AI in government

Two in five Singaporeans want to reduce the number of people they’re transferred to when seeking assistance, according to the ServiceNow 2025 Customer Experience Report for public sector in Singapore. AI can help automate service ticket applications and enable self-service for simple requests, streamlining customer experiences.

For agents, AI can help summarize customer issues, obtain information from different databases, and coordinate the steps for speedy resolution. This can free agents to work more intelligently across departments and agencies.

Using AI in government can enable:

This vision is what’s behind the ServiceNow Protected Platform Singapore. It harnesses the power of the ServiceNow AI Platform to make it easier and safer for public agencies to innovate, because new ideas need safe and fertile environments to flourish and grow.

2 in 5 Singaporeans want to reduce the number of people they're transferred to when seeking assistance. -ServiceNow 2025 Customer Experience Report for Public Sector

The human + tech equation

Connected and secure government experiences are within reach. Closing the gap will require:

  1. Shared digital infrastructure
  2. Innovative platforms such as Core Operations, Development Environment, and eXchange (CODEX)
  3. A workforce confident in using innovative platforms and AI

ServiceNow has partnered with Nanyang Polytechnic (NYP) to help build foundational AI skills in Singapore’s future workforce. Through hands-on projects based on real-world use cases, students will gain practical experience designing solutions within the frameworks and sovereign platforms that government agencies use today.

By working on real government use cases via the ServiceNow Protected Platform Singapore, students can bridge academic innovation with real-world complexity. This enables them to introduce new perspectives that complement institutional expertise and inspire novel solutions in service delivery, efficiency, and citizen engagement.

From capability to confidence

Combining skilled, AI-literate talent with a shared, secure platform such as the ServiceNow Protected Platform Singapore can help the nation deliver the seamless, one-government experience its citizens expect.

This isn’t just about adopting AI. It’s about rethinking how services are structured and delivered—and building a smarter, more responsive government from the inside out.

Find out more about the ServiceNow Protected Platform Singapore.