Adobe has released its 2025 Digital Government Index (DGI) for Singapore, showing the nation’s overall score climbed to 65 — a 4.7% improvement from 2024 and the third consecutive year of growth. This year’s index also introduces AI readiness as a new benchmark, reflecting how generative AI, AI-powered search, and digital assistants are reshaping how citizens access government services.

Stronger infrastructure, but experience gaps remain

Score gains were driven by improvements in digital self-service and site performance, underpinned by whole-of-government investments in accessibility and shared digital infrastructure. The Central Provident Fund Board (CPFB) was cited as an example, using accessible, plain-language content to improve self-service outcomes for citizens managing retirement planning.

Despite the overall improvement, customer experience declined 5.8% year-on-year. Fragmented user journeys, complex content, and inconsistent design across mobile and desktop platforms continue to affect how citizens find information and complete tasks — even as underlying services become faster and more technically robust.

Singapore leads Asia in AI readiness

The 2025 edition introduces AI readiness as a new assessment dimension, measuring how well government websites perform in an AI-enabled environment where many citizens now begin their information searches through AI-powered tools rather than direct website visits.

Singapore leads Asia with an AI readiness score of 65.5. Government websites perform strongly on trust, authority, and technical accessibility, enabling machines to navigate and index content effectively. However, official government information remains less visible on external AI-powered search and assistant platforms, with limited traffic referrals from large language models (LLMs) and lower keyword demand reducing content reach through AI-assisted channels.

Personalisation uneven across public sector

Personalisation is identified as a growing driver of experience quality, but adoption remains inconsistent. Scores across ministries and statutory boards ranged from 37.5 to 68.8, with stronger capabilities observed in early-stage interactions such as site search and service discovery. The index assessed four agencies: CPFB, the Inland Revenue Authority of Singapore (IRAS), the Ministry of Education (MOE), and the Ministry of Health (MOH).

“Singapore’s commitment to delivering seamless, trusted, citizen-centric digital experiences is clear. By combining strong foundational capabilities with experience design, AI-ready content, and whole-of-government personalisation, the public sector is well positioned for the next horizon of digital government.” — John Mackenney, Director, Asia Pacific Digital Strategy Group, Adobe

The full 2025 Digital Government Index for Singapore is available on the Adobe website.