Challenge:

Reduce strain on call centers and improve accessibility of public services for citizens across departments—from tax to healthcare to transport.

AI Solution:

GovTech developed “Ask Jamie,” a multilingual AI chatbot deployed across over 70 government websites. It uses natural language processing to answer citizen queries, guide users to relevant services, and escalate complex cases to human agents when needed.

Implementation Highlights:

• Trained on thousands of FAQs and service workflows
• Supports English, Mandarin, and Malay
• Integrated with e-services portals and mobile apps

Quantifiable Results:

• 50% reduction in call center volume
• 90%+ accuracy in handling routine queries
• Improved citizen satisfaction and digital engagement

Strategic Insight:

Singapore’s chatbot strategy shows how AI can enhance public service delivery without compromising accessibility. By centralizing and scaling conversational AI, they’ve built a responsive, multilingual interface that reduces costs and improves trust in digital governance.