2025 CUSTOMER EXPERIENCE REPORT The state of citizen services and impact of AI. Public Sector: Singapore Introduction 2 For the past two years, ServiceNow has surveyed citizens in Singapore to understand their experiences with services from government organisations. This year’s findings reveal new citizen service insights and opportunities. Singaporeans’ expectations for seamless, efficient, and timely services are now higher than ever. Our research reveals that citizens’ expectations are simple: ‘serve me quickly’ (47%), ‘don’t transfer me’ (45%) and ‘give employees the power to resolve my issue’ (32%). Yet it also highlights a significant 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. Citizens and governments are ready to act. By addressing collaboration across government organisations, simplifying processes, and adopting powerful digital tools — especially AI-led solutions — Singapore’s government can close this experience gap. This transformation has the potential to improve services, increase trust, and deliver meaningful support to citizens when it’s needed most. In this report, we offer actionable steps governments can take to close the gap between expectations and reality. ServiceNow brings deep expertise in helping organisations transform customer service. By unifying customer data and leveraging AI to amplify service capabilities, ServiceNow empowers governments to deliver truly seamless citizen and employee experiences. 3 This report is based on an independent survey of citizens and customer service officers in Singapore: Citizen Survey 1,005 Singaporeans (18+)* Employee Survey 171 Singaporeans (18+)* *Data weighted to match the latest population estimates sourced from the Singapore Department of Statistics. Contents 4 The state of government services 7 Impact on citizens 8 Impact on governments 10 Meeting evolving citizen demands 11 Connect every corner of government with AI 12 Getting started 13 Closing the service gap 14 Resources Singapore’s government plays a central role in many aspects of life, from housing and healthcare to education and employment. Two thirds (67%) of Singaporeans have interacted with a government ministry customer service team in the last 12 months. Most Singaporeans (83%) rate the level of service they receive from the public service as equal to or better than that received in the private sector. Government organisations in Singapore are working hard to meet citizens’ increasing expectations for faster, more accessible, and more efficient interactions. While significant strides have been made to raise satisfaction and improve digital services, further opportunities have been raised by citizens. The state of government services Addressing extended wait times Prolonged wait times remain the leading area for improvement, according to citizens. Over half (61%) of citizens rate speed of service as important, yet an average query still takes almost five days to resolve. Opportunity Streamline digital service requests for citizens by intelligently engaging the right resources (people, processes, and information) to deliver seamless and automated outcomes whenever possible. 83% 4 Challenge of Singaporeans feel government department service experiences are better or equal to the private sector. Extending service hours Nearly a third of Singaporeans (32%) say they would like to see the Singapore government offer extended service hours or more responsive after-hours support to meet the demands of modern life. Singapore government organisations have already begun leveraging AI to provide greater availability and support citizen self-service, but there is room to enhance this capability further. Opportunity By identifying critical out-of-hours services and combining digital self-service, automation, and service transparency, government organisations can provide highly accessible services that citizens can easily request and track independently.