Unlocking a 'one government' experience in Singapore
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:
- Faster coordination among multiple agencies to resolve municipal issues such as footpath repair
- More seamless replacement of lost cards that feature multi-agency functionality, such as the School Smart Card, which covers both students’ transit and library use
- Simpler “fill once” requirements from agencies that use the same data for wages and salaries, such as the Ministry of Manpower, the Inland Revenue Authority of Singapore, and the Central Provident Fund
- Greater integration between Singpass and PayNow for one-touch payment of government services
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.
The human + tech equation
Connected and secure government experiences are within reach. Closing the gap will require:
- Shared digital infrastructure
- Innovative platforms such as Core Operations, Development Environment, and eXchange (CODEX)
- 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.