ServiceNow’s 2025 Customer Experience Report reveals new citizen service insights and opportunities for Singapore’s public sector.

Singaporeans’ expectations for seamless, efficient, and timely services are now higher than ever. Whilst Singapore’s government has made significant progress with digitalisation, our research uncovers further opportunities to strengthen their service experiences to meet the ever-changing needs from a wide spectrum of citizens. 

The research highlights the gap between what citizens expect, and what customer service officers can deliver. While over half (61%) of citizens think having a request actioned quickly is important for good customer service, an average query still takes almost 5 days to resolve.   

Read this year’s report to discover:

• The current state of citizen service in Singapore’s public sector.
• How siloed systems and cumbersome processes are standing in the way.
• The critical role AI is playing in bridging the service gap.