Singapore Plans AI Assistants for Digital Inclusion

Millions of people worldwide struggle to access digital government services, but Singapore has a plan to help them catch up.

Minister Josephine Teo announced at the World Economic Forum's inaugural GovTech Day that Singapore is exploring AI agents as digital navigators for citizens. These virtual assistants would guide people through online government services, turning a frustrating barrier into an accessible experience.

The idea targets a critical gap in digital government. While tech-savvy citizens breeze through online portals, many others get left behind, unable to access essential services. Hiring human assistants for everyone would be prohibitively expensive, but AI agents could provide personalized support at scale.

Minister Teo emphasized that Singapore's government is testing these tools internally first. "If we ourselves are not using the agents and we do not know the difficulties of implementing these, we are less credible in terms of the regulations we would eventually have to put out," she explained. This hands-on approach builds both technical expertise and public trust.

The plan includes important safeguards. Human officers will remain available as a backup for citizens who prefer personal interaction. The government will start with low-risk tasks before expanding to more complex services. The goal isn't replacing human workers but redirecting them toward citizens who need more personalized support.

Estonia and the United Arab Emirates are exploring similar approaches. The UAE has already transformed 600 frontline government workers into service design consultants, using their frontline experience to improve how services work for citizens.

The Ripple Effect

This approach could reshape how governments worldwide think about digital inclusion. Instead of expecting citizens to adapt to technology, governments are adapting technology to meet citizens where they are.

Singapore's strategy also addresses tech sovereignty through capability rather than ownership. Minister Teo compared it to aviation: Singapore doesn't build planes but leads through managing airspace and competing on service quality. The same principle applies to AI, where expertise in implementation and regulation matters more than controlling every component.

The shift from digital government to what panelists called an "agentic state" requires solid foundations. Both Singapore and Estonia stressed that trusted digital infrastructure and interoperable systems must come first. Without that groundwork, AI agents cannot function reliably.

Civil servants are learning to work alongside these new tools, understanding both their potential and their risks. This practical experience helps governments write smarter regulations and build public confidence in AI-powered services.

Technology that once excluded people could soon become their gateway to full participation in digital society.