Insights

Digital government contact centre

The future of government services

A GovLab report

Advances in digital technology have opened up new possibilities to enhance our standard of living. Enabled by innovations in data analytics, robotics, artificial intelligence, and the Internet of Things, the next era of public service delivery should be citizen-centric, anticipatory and seamless.

Singapore, in its journey towards becoming the world’s first Smart Nation, is embarking on an initiative to digitise its public services in the areas of transportation, business productivity, and health care, amongst others.

Although its public sector was an early adopter of the electronic delivery of government services, also known as e-services, recent technological advances have opened up new opportunities for digitisation. This would entail moving beyond the mere electronic delivery of services, to the deployment of info-communications solutions for public sector transformation in a whole-of-government approach.

Contact centres present a unique opportunity for digitisation in the public sector because they are especially labour-intensive, and as an established communication channel, are also prevalent and widespread.

Looking towards the future of digital government services, the ideal contact centre of the future should be one that is completely unmanned, with the seamless integration of processes across all the relevant departments and citizen touchpoints. This might sound a bit too futuristic at this point in time, but some of the enabling technologies for this vision already exist in our midst today.

Digital government contact centre: The future of government services
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