Salesforce Research: 98% of Singapore Constituents Ready for AI Agents in Public Service

Constituents around the world agree there’s room for improvement when it comes to government service. 12% in Singapore struggle with government interactions, and about a third are unsure of available programs. However, the research highlights overwhelming public support for AI solutions – with 98% of Singapore constituents saying they’d use an AI agent to engage with their government.

Why it matters: The arrival of AI agents presents governments with an exciting opportunity to strengthen public trust by streamlining services and speeding up response times. And in the face of tightening budgets, agents can augment public servants and better serve their constituents — without having to add headcount.

Salesforce perspective:

“AI agents represent a revolutionary innovation that will help governments meet citizens where they are; easier access, 24/7 service, and streamline operations. To meet rising citizen expectations, governments must seize the opportunity of AI solutions like Agentforce,” said Sujith Abraham, Senior Vice President and General Manager, Salesforce ASEAN. “Singapore has long been a leader in digital and AI adoption with initiatives like the Smart Nation Vision that embed emerging technologies at the heart of its citizen delivery approach. The same applies to AI agents – Singapore needs to act now in the face of such a transformative technology to improve lives and unlock further economic opportunities.”

Public interactions with Singapore government generally positive

• Only 12% in Singapore say it’s difficult to interact with the government when they have questions or need help.
• More than two-thirds of respondents in Singapore find it easy to understand what public services (74%) and public assistance programs (67%) are available to them.
• Top service delivery improvements desired by constituents in Singapore include:
  • Reducing the number of steps needed to address needs.
  • Improving data security.
  • Responding to their needs faster.

Opportunity to elevate Singapore government service with AI agents

• 98% of respondents in Singapore said they would use an AI agent to interact with the public sector.
• Constituents in Singapore are among the most willing globally (second out of eighteen countries surveyed) to use AI agents to interact with the public sector. This is an opportunity for the Singapore government to be trailblazers in the agentic AI era.
• Respondents in Singapore prioritised these three factors when considering using AI agents in the public sector:
  • 57% said providing 24/7 access to information and services.
  • 52% said helping them efficiently access government resources.
  • 50% said reducing the number of websites and steps needed to address their needs.